Notifications and CRM: where leads and help requests go

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Where to find it

Open Front Desk → Bots, pick the bot and switch to the Notifications tab, or press Notifications and CRM on the bot card. Each row has a Configure notifications button; once set up the row shows Notifications configured.

Notification channels

Telegram: link a group or channel

1. 1

   Create a group for notifications

   Make a Telegram group (or a channel) for your team, for example "Leads: Demo BotB2B". Everyone who should see new leads joins it. A personal chat with the bot also works if you are the only reader.

2. 2

   Add the notification bot

   Press Configure notifications in the Telegram row. The Connect chat/channel step shows the platform's notification bot, @b2b_ai_notification_bot, with a copy button. Add it to the group as a participant, or to the channel as an administrator.

3. 3

   Paste the chat ID

   Right after being added, the bot posts a message in the group with the chat ID, a number like -4000000000. Paste it into the ID field in BotB2B and press Connect. The group appears in the Chats/channels list; you can link several.

   If the bot did not post the ID, send /id in the group. The error "Chat already connected" means this group is already linked to another bot.

Summary or full transcript

In the bot settings the field How to format the notification in Telegram? has two options: Receive a lead and a short summary of the conversation or Receive a lead and the full text of the conversation. The summary is a few sentences the AI writes about what the customer wants; the full text is the whole chat. Start with the summary and switch to the full text if managers need every detail.

What a lead notification contains

• The header ✅ The bot created a new lead with a link to the lead in BotB2B
• Contact fields the bot managed to collect: Name, Phone, Telegram, Email, and where relevant City, Address, Delivery needed, Payment method, Comment
• Conversation summary or the full Conversation, depending on the format setting
• Links: Chat link in the source channel, Lead link, Conversation link

When the bot asks for help

When a condition from the When should the bot ask for help? block is met, or the reply limit is reached, the bot pauses and the same channels receive ‼️ The bot needs help and has been paused with the chat link and the summary. In Chats the conversation is marked Chat interrupted. Bot needs help. How your team gets a personal alert and answers from Telegram is described in Handoff alerts and replies from Telegram.

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Built-in CRM

The platform has its own CRM section in the menu, so no channel needs connecting. In the CRM row press Configure and set up two independent scenarios: Lead with contact (the bot found a phone, email or Telegram) and Handoff to manager (the bot called a human or hit the message limit). For each one choose the Pipeline, the Stage and Assign to: a specific person, nobody, or Automatically — front-desk person on duty, which picks the conversation operator or the least busy team member on shift by the schedule.

The Lead title template supports the variables {name}, {phone}, {email}, {telegram}, {address}, {city} and {comment}. The Source of the deal is the channel the conversation came from unless you override it.