Basic commands, statuses and capabilities Telegram CRM Hotline
This page provides a video overview of the work in Hotline CRM in the interface Telegram, as well as a structured text description of the main capabilities of the system.
More about connecting bots or accounts to a topic group described in a separate article.
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We also have Youtube channel with video
On the backend group side, you can get a quick reference at any time with the command /help
1
When communicating via Hotline Almost all types of messages can be used Telegram, take advantage of it, don't be boring!
- Text with any formatting (bold, italic, underlined, strikethrough, spoiler, link, monospace)
- Stickers and Emoji
- Voice messages
- Videos and video circles
- Files, screenshots, photos and albums
- Locations
- Messages with buttons from bots
2
Inside user conversations, you can chat with / comment to other team members and make important notes:
You can also invert the logic of sending messages to the user and consider all messages inside the topic as internal comments, except for an explicit response to the user. This mode is set by parameter REPLY_ONLY.
- any text starting with a slash / is considered an internal comment and is not sent to the user
- you can add inside the comments #tagsto indicate the topics of requests or @mention other team members
- Very convenient pin any / comment with the current user task
You can also invert the logic of sending messages to the user and consider all messages inside the topic as internal comments, except for an explicit response to the user. This mode is set by parameter REPLY_ONLY.
3
There are 3 request statuses and several basic commands in Hotline that can be used in conversations (topics) with users
Purple - means that the topic requires attention, there is a new message from the user that has not yet been answered. You can explicitly hold a topic in the open (purple) state with the command /hold (if some task has arisen and it needs to be kept in mind)
Yellow - means that a response has been given to the user, this is like a waiting mode for a response message or a sign that the request has been processed. You can explicitly switch the topic to standby mode with the command /wait
Black - means that the topic is closed, closing is done with the command /close in the topic or it happens automatically after 48 hours of the topic being in the Yellow status (the auto-closing time is set through AUTO_CLOSE parameter, in some cases you can completely disable auto-closing)
There are also commands:
/info – get basic information about the user (the command can be called automatically for each new request if installed) AUTO_INFO parameter, the answer can also be supplemented with information on userid from external systems)
/ban - ban user
/unban – unban
/help - get quick help about statuses and commands in the system
Purple - means that the topic requires attention, there is a new message from the user that has not yet been answered. You can explicitly hold a topic in the open (purple) state with the command /hold (if some task has arisen and it needs to be kept in mind)
Yellow - means that a response has been given to the user, this is like a waiting mode for a response message or a sign that the request has been processed. You can explicitly switch the topic to standby mode with the command /wait
Black - means that the topic is closed, closing is done with the command /close in the topic or it happens automatically after 48 hours of the topic being in the Yellow status (the auto-closing time is set through AUTO_CLOSE parameter, in some cases you can completely disable auto-closing)
There are also commands:
/info – get basic information about the user (the command can be called automatically for each new request if installed) AUTO_INFO parameter, the answer can also be supplemented with information on userid from external systems)
/ban - ban user
/unban – unban
/help - get quick help about statuses and commands in the system
4
You can use all the interface features Telegram for topic groups:
- rename и remove topics
- use search by group
- to pin topics
- set your own topics Icons
- use delayed messages with timer for reminders
- tune notifications for specific topics
- invite other employees in the backend group, give them different access rights to topics
- create topics for communication as a team or with standard answers
- use your bots to simplify work and external integrations (with quick responses, to create tasks in the task tracker, etc.)
5
When connecting accounts, you can write to users Telegram first and even contact bots and interact with them
/new USERNAME – create a topic for communication with a user or bot (used in the topic General)
// command – send a command to the bot (used in a topic with a bot)
/new JOIN_LINK – Join the group or subscribe to the channel specified in the link
/new USERNAME – create a topic for communication with a user or bot (used in the topic General)
// command – send a command to the bot (used in a topic with a bot)
/new JOIN_LINK – Join the group or subscribe to the channel specified in the link
6
Hotline can monitor groups and channels using keywords on behalf of a connected account in order to monitor the demand for your goods or services.
As part of custom modification, it is possible to implement special commands, integrate with external systems, parallel connection with your bots, please contact us for more details. support services.