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Автор статьи
Глеб Антоненко
Telegram connection options
There are 2 options for connecting Telegram:
- Throughchat bot. This method is free.
- Connecting a work number (for a manager) through the additional programs Wazzup and Pact, which require a monthly payment according to the tariff.
Let's take a look at both connection methods and how they work.
Chatbot
A chat bot is preliminarily created in Telegram. Its connection and configuration is carried out in the Bitrix24 Contact Center section.
![](/image/notion/913b2e6cc33cea8bc3bf2c8c2e1ff3c512a0fad56c798252a4f1499c9313037c73ce9ef88db1489265641e104cd6e3e2bc72ce39d44dd995e7a7d74b322fdee5.png)
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The site hosts a widget where the client writes his question. Visually, for him, it looks like a familiar chat in Telegram.
![](/image/notion/1991056ccca3f5e253cc9361a42cb4ede89395422edd0f548dcf3a060101938f7dbf3f7791220cfa7226b77e28a86f19c025efb385644d930f24191009cfc634.png)
The manager sees the message in CRM in the open line chat and replies to the client. At the moment of contact, a lead is automatically created.
![](/image/notion/ea659fb45416a20624dfcc5dd0147fc4a0fe003aa097fd528e665da26e998bdb1623a90c2a5f60be1b8b0baf5d0e077c8c7d0df1bc70442aff4c82418aa21192.png)
After placing the order, the manager transfers it to work. In kanban, you can track all orders by stages.
![](/image/notion/54de92cf261edb8f860c08f2fe843cb6c95401dd5fd691f08c83b9d57aa983e97532ba29cc048f2b32cbf743cb6d01dfceffe4ca472991155da722ff514a229d.png)
Telegram work number
Connecting a personal Telegram number assigned to the manager through the application makes it possible not onlyreceive incoming calls, but alsomake outgoing (for example: promotional mailings, reminders, sending order statuses, etc.).
In both cases, a lead is created on the portal.
inboxfrom leads and clients to a Telegram number look similar to a Telegram bot: the client writes to the Telegram chat, and the manager replies from the Bitrix24 open line.
outgoingthe line is available to the manager for sending messages:
![](/image/notion/8e0ef4926129598635752ef8a9f411f9ea45e5bc6be7f79a66e4cfcc50702d39ccedb5f8fd25fe05d5695541cf7691719b49035215163a77168d83b3f8e69322.png)
Benefits of integrating Telegram with Bitrix24
It enables:
✅ receive messages from clients in CRM Bitrix24 and instantly respond to them;
✅ evaluate the quality of the dialogue, collect statistics and analyze the effectiveness;
✅ track the response time to a client request and other KPI metrics;
✅ set up a queue for distributing dialogs to managers in different departments;
✅ set up working hours and a script for sending auto-replies.
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