Telegram support bot for IT service or startup¶
Create an awesome support bot on the Hotline CRM platform for your Telegram project in just 5 minutes!
- Communicate with your entire support team and bot audience through a working private Telegram topic group using any message format.
- Work from any device where Telegram is installed — don't waste time switching to inconvenient web cabinets.
- Use a powerful set of modules for efficient work: quick replies, broadcasts, internal comments, tags, statuses, and more.
Create your support bot right now!¶
Start now with Hotline Free CRM
Hotline capabilities as a support bot¶
One of Hotline CRM's flagship directions is being a powerful and super convenient tool for customer support. The history of the system began with user support, and it grew around this functionality.
After connecting your bot or account, support operators can see all incoming messages from users and respond to them using the convenient native Telegram topic groups interface. Learn more about how Hotline works.
Currently on some projects up to 1500 conversations daily are processed through Hotline by teams of 2-3 operators. At the same time, the system is equally convenient for those who receive even one request a day.
Make your topic group a unified team work space. Manage conversations from initial questions and sales to support and development. The system's functionality is sufficient even for very advanced and complex use cases.
Advantages of Hotline CRM¶
-
Quick self-service setup via bot in 5 minutes (1)
-
Connection takes no more than 5 minutes through our setup bot. All connection settings are configured directly in the bot.
-
-
Unlimited managers, operators and dialogs (1)
-
The system has no limits on team size. The number of employees doesn't affect cost at all. Everyone added to the backend group can work with dialogs with assigned roles.
-
-
Perfect even for small teams or solo work (1)
-
The system isn't a huge, cumbersome machine and works great even when you're working on a project alone.
-
-
Connects to your bots and personal accounts (1)
-
Bots and accounts in Telegram have their own advantages and disadvantages. Hotline allows you to work with both types and even combine them within a single project.
-
-
Parallel connections and load distribution (1)
-
Connect multiple bots or accounts simultaneously to distribute load and increase system stability.
-
-
All Telegram media: photos, videos, files, voice messages, video messages (1)
-
Full support for all types of content that can be sent and received in Telegram, including media grouping.
-
-
Native Telegram features: search, pins, notifications, scheduled messages, etc. (1)
-
Inherits many Telegram features available in forum groups, making work familiar and convenient.
-
-
Privacy protection and data hiding features (1)
-
Built-in tools for hiding sensitive information, controlling access to customer data and restricting information leaks.
-
-
High reliability and message delivery guarantees (1)
-
Messages are queued and guaranteed delivery even during temporary connection issues or Telegram API problems.
-
-
Quick replies and message templates (1)
-
Create and use templates for frequently used responses to speed up operator work and standardize communication.
-
-
Broadcast messages and mass mailings (1)
-
Send messages to multiple contacts or segments simultaneously using the broadcast module.
-
-
Contact segmentation and filtering (1)
-
Create dynamic segments based on contact properties, tags and interaction history for targeted communications.
-
-
Analytics and reporting (1)
-
Track key metrics, response times, operator performance and customer satisfaction levels.
-
-
Data export and backup (1)
-
Export dialog history, contact data and analytics in various formats for backup or integration with other systems.
-
-
Flexible configuration and customization (1)
-
Over 20 connection parameters allow you to fine-tune system behavior for your specific needs.
-
-
API and webhooks for integrations (1)
-
Connect external systems via webhooks and API to automate workflows and integrate with your existing tools.
-
List of all capabilities and advantages
Video overview¶
Implementation order¶
-
Connecting a bot or account¶
To organize customer support, you can connect either a bot or a personal account — each option has its own advantages. Enter the setup bot @hotlinetg_bot and follow the instructions. The entire process usually takes no more than 2-3 minutes.
-
Setting connection parameters¶
Set a welcome message for users who will write to your support service, configure the auto-close period for conversations. The initial list of parameters for support bots is listed below on this page. All parameters are configured directly through the setup bot.
-
Inviting team to backend group¶
If you're working as a team, add support operators, developers, and managers to the created backend group. There are no team size limits — invite everyone and set roles and access rights.
-
Training your team¶
Introduce your support team to the system's principles and basic commands, the quick replies module, and internal comments. The Telegram interface is familiar to everyone, and training takes minimal time.
-
Processing requests¶
Start handling incoming support requests. Use quick replies to speed up work and internal comments for team coordination.
-
Additional modules¶
As your project develops and support team needs grow, master additional features: bulk broadcasts, team analytics, integrations with external systems, and more.
-
Paid subscription¶
If the free version is not enough or you need premium Hotline features — switch to a paid plan with expanded limits and capabilities.
Connection parameters¶
Connection parameters define the behavior of the support bot. Configured through the setup bot @hotlinetg_bot after selecting the desired connection.
Main parameters used when setting up support bots¶
Setting greeting for new users:
WELCOME
Welcome message that user receives on first contact and when their request was closed (switched to /close status). Can be completely disabled on paid version. Free version requires Hotline link in welcome message.
Default value: standard welcome message in English.
Setting auto-close timeout for topics:
AUTOCLOSE
Dialog auto-close period after last operator response, specified in hours.
If topic with user was closed, they'll receive welcome message from WELCOME parameter on next contact. Free version has maximum auto-close period of 48 hours.
Default value: 48 hours.
Activating automatic user information display:
AUTO_INFO
Whether to automatically show available user information when topic is created.
Default value: don't show.
Setting operator permissions for using broadcast, tag, and export modules:
EXTENSIONS_ALLOWED
List of USER_ID users allowed to use important Hotline module functions (broadcast configuration and launch, tag configuration, client base export, etc.).
Default value: available only to connection administrator.
Modules for operators¶
In addition to basic commands on the backend group side, Hotline has a number of modules that can be useful for support operators.
Quick replies with /say command
Quick creation and sending of prepared messages in topics. Supports text, media, albums and message forwarding.
User broadcasts with /send command
Mass broadcasts to all or selected clients with scheduling capability.
Tags and sales funnels with /mark command
Assign visible tags to topics for segmentation, organizing sales funnels and automations.
Client base export with /export command
Export client data to CSV file for backup or analysis.
Team analytics
Detailed operator performance statistics, customer request analysis and reports for various time periods.
Frequently asked questions¶
How to quickly launch a support bot?
Connect the bot to Hotline, set categories of requests and assign responsible operators.
Who is this scenario suitable for?
Startups, SaaS services and small support teams that need fast and transparent communication with users.
What is important to configure first?
Priorities of requests, response times and simple response templates.
Can this be integrated with CRM/helpdesk?
Yes, through integrations you can synchronize tickets, statuses and client data.
Can I test it for free first?
Yes, the free version of Hotline is suitable for this: Hotline Free CRM.
What KPIs to watch after launch?
First response time, resolution time and share of requests closed on time.
Related cases¶
The most likely system extensions for support may include functionality from the following use cases: