ODP.ua › Development of a Telegram bot with analytics and CRM integration

What is implemented

• Integration with the CRM system (KeyCRM)
• Customer authorization by phone number
• Receiving information about the order (status, details)
• Submitting a complaint directly via Telegram
• Transfer of applications to CRM with automatic lead generation
• Sending messages to managers (email + Telegram)
• Processing and saving media files (photos/videos)
• Flexible logic of user interaction scenarios

Complaints system

Separately, a full-fledged complaint filing scenario was implemented:

• step-by-step collection of information from the client
• adding a description of the problem
• possibility to attach photo or video
• automatic transfer of data: to the manager’s email, in CRM as a new request (pipeline), in Telegram for prompt response

This made it possible to significantly reduce the time of processing requests and minimize the loss of information.

Analytics

A separate plugin was created for the project in the WordPress admin panel, which:

• collects user events (bot launches, requests, actions)
• allows you to analyze customer activity
• keeps history of interactions
• helps evaluate the effectiveness of scripts

Additional features

• Telegram notifications for managers (for example, when changing the address or submitting a complaint)
• Working with CRM custom fields (for example, contract number)
• Scalable architecture for expanding functionality
• Event logging and error handling

Result

• Automated a significant part of communication with clients
• The load on managers is reduced
• Processing of appeals has been accelerated
• Increased process control