We developed an AI assistant for a branded packaging and print manufacturer. It accepts requests in Telegram and MAX, collects order requirements, creates a Bitrix24 deal and helps managers continue the conversation in the customer's original messenger.
All case studies
AI assistant for packaging enquiries
An AI assistant collects packaging requirements in Telegram and MAX, creates Bitrix24 deals and hands conversations to managers through a working Telegram group.
Images5
SolutionTelegram and MAX AI assistant
StatusDelivered project
Project interface
Screens from the delivered solution.
Select a screen to open the full image.
Client task and starting point
Managers handled initial qualification manually: packaging type, material, dimensions, quantity, artwork, deadlines and contact details. They then transferred the information and files to the CRM.
The client needed to bring Telegram and MAX enquiries into one workflow, move conversations away from managers' personal accounts and support follow-up without additional paid Bitrix24 messaging channels.
What was implemented
One qualification workflow for two messengers, CRM transfer of order data and files, a separate customer topic and handoff between AI and a manager.
- An AI assistant with shared logic for Telegram and MAX handles free-form messages and asks for missing information.
- Collection of product and packaging type, material, dimensions, quantity, logo or artwork, deadlines, budget, contact details and preferences.
- Photos, artwork and other files are accepted and transferred with the request.
- Customers can call a manager at any stage of the conversation.
- Requests and deals are created in Bitrix24 and copied to the working Telegram group.
- A separate Telegram topic for each customer contains the request details and bot conversation history.
- Manager replies from the working topic reach the customer in Telegram or MAX.
- AI stops participating when a manager takes over; the /бот command hands the conversation back to the assistant.
- Service notifications and instructions for managers.
How the solution works
- 01
Messenger enquiry
The customer starts the bot in Telegram or MAX, describes the request and can send photos or files.
- 02
Order qualification
AI analyses the request and asks for missing packaging requirements, quantities, deadlines and contact details.
- 03
CRM request and working topic
The collected information and files are transferred to Bitrix24. A separate customer topic in the working Telegram group contains the request and conversation history.
- 04
Manager handoff
The manager replies from the working topic, while the customer receives messages in their original messenger. AI pauses; the manager can return the conversation to it with /бот.
Technical logic and integrations
Telegram and MAX share one qualification and structured-request workflow.
Bitrix24 receives enquiry details and files. Email is used to transfer part of the information to the CRM.
The working Telegram group connects each customer topic to the original messaging channel and delivers manager replies to Telegram or MAX.
Handoff controls allow a manager to take over and later return the conversation to AI.
Telegram Bot APIMAXBitrix24EmailAI model
Business value
Completed in September 2026, the solution was launched and passed client testing.
Initial qualification and CRM data transfer are automated: managers receive a structured request and order materials.
Customer communication moved from managers' personal accounts into one working system, while customers continue using Telegram or MAX.
The working Telegram group supports follow-up without connecting additional paid Bitrix24 messaging channels.
Have a similar workflow?Tell us what needs to change. We can discuss the working logic without a long questionnaire.
Discuss a similar project Have a similar task?