Team workspace with chats and requests based on Telegram topic groups¶

Why this is convenient¶

Team attention is often focused in the backend group, where the main work with clients happens. Placing important team information in the same group can be convenient and minimally distracting from work while being sufficiently visible.

Group administrators can create their own topics, pin them in the topic list, set prominent icons, and tag messages for quick search. Learn more about other native topic group features.

The group can also work with third-party bots (different from Hotline or running through Hotline on behalf of connected accounts), which extend Telegram functionality or provide links to external systems.

Examples of custom topics¶

Here are ideas for what processes you can also manage within Hotline backend groups in your own topics (which won't be processed by the system). You can combine several functions in one topic.

1. News and announcements for the team — important updates, process changes, corporate information (only group administrators can write to this topic)

2. Work discussions on any topic — general team chat for coordination and operational questions (any group member can write to such a topic)

3. Instructions and contacts for operators — step-by-step guides, additional contacts for different situations, reference information (maintained by admins)

4. Knowledge base with links and tags — structured storage of useful materials with fast search capability

5. Notifications from scripts or other bots — automatic alerts about payments, quotas, monitoring, and other events

6. Task lists for the team — native Telegram task lists or integration with task managers through bots

Examples of third-party bots for the group¶

You can add other bots to Hotline backend groups for additional operator convenience, increased speed and quality of work.

1. Bots for transcribing voice and video messages — some bots provide higher quality transcription than Telegram's built-in tools

2. Bots for translations, spelling, and answer generation — you can use bots for better translations and text generation in the needed languages

3. Bots for managing calendars or task lists — booking time for calls, reminders about important events

4. Bots for notifications about events in external systems — receiving requests from feedback forms, payment notifications, server outages, possible integration through Topics API

5. Bots for processing custom commands — extending functionality through Webhooks or the CUSTOM_COMMANDS parameter, supplementing user information

Special Hotline features¶

As you master Hotline capabilities, you may enjoy the following features to increase backend group functionality:

1. Running bots on behalf of a connected account — When connecting accounts to Hotline, it becomes possible to run other bots on their behalf using the /new command, which can send messages to corresponding topics, be used to check the status of a connected account (example: @spambot), or manage an external service.

2. Monitoring chats by keywords — When connecting accounts to Hotline, it becomes possible to monitor chats by keywords that it participates in. Once you master this feature, you have an additional tool for lead search or monitoring mentions of your service, offerings, or products.

3. Adding permanent support to client chats — Hotline can simplify organizing permanent support for important chats on behalf of a corporate bot or account.

Frequently asked questions¶

Related cases¶

Mentioned use cases for extending backend group functionality:

Popular Hotline Free CRM use cases