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.
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
✅ 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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