Telegram connection options

There are 2 options for connecting Telegram:

1. Throughchat bot. This method is free.

2. 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.

The site hosts a widget where the client writes his question. Visually, for him, it looks like a familiar chat in Telegram.

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.

After placing the order, the manager transfers it to work. In kanban, you can track all orders by stages.

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:

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.