How to automate request handling with a Telegram bot

BotsJun 3, 2026·6 min read·dotwave team

A Telegram bot is the cheapest way to take routine inbound-request handling off your managers without losing anything. Here's the path from scenario to CRM integration that we walk with clients in 1–2 weeks.

Step 1. A scenario, not “message us”

First we design the dialogue: what data to collect (name, contact, the task, budget), where the branches are, what to do with an atypical request. A good bot asks the minimum number of questions and doesn't feel like a form — short steps with buttons convert better than one big field.

Step 2. Capturing and validating the request

The bot validates the contact (phone/email/username), won't let empty fields through and confirms receipt right away. At the same step it picks up UTM tags and the source, so you can later see which channel brings in requests.

Step 3. CRM integration

Every request goes automatically into Bitrix24 or amoCRM as a deal with filled-in fields and a source tag. At the same time the manager gets a notification in the work chat — the request isn't lost even if the CRM is unavailable for a minute (we add retries and a queue).

Step 4. Payments right inside the bot

If the product allows it, we add payments inside Telegram via YooKassa or CloudPayments. The customer goes from question to payment without ever leaving the messenger — which noticeably lifts conversion.

Step 5. Analytics

We feed events (start, funnel steps, submission, payment) into end-to-end analytics. You can see at which step people drop off, and improve the scenario based on data rather than gut feeling.