When using messaging apps like Viber and Telegram, we’re used to using their phone number-based accounts (which require you to register using a phone number).
Since these messengers are very popular, many companies have started using them to communicate with customers; therefore, to prevent potential spam or simply an overwhelming number of messages, specialized accounts (bots) were developed specifically for commercial use.
What is the difference between a user account and a bot?
A numbered account and a bot differ in several ways:
Numbered account
Registration method: The user goes through a registration process, which typically involves entering personal information (name, email address, password, etc.). It may require verification via email, phone, or two-factor authentication (2FA).
Purpose: For personal use. Provides access to personalized services, applications, or platforms.
Functionality: Personalized settings — the user can customize their profile and adjust privacy and access settings. Access to personal data, activity history, settings, etc. Actions within the system are performed by the user.
Privacy: Information is kept confidential and password-protected. The user controls who has access to their information and how it is used.
Bot
Registration method: Bots are typically created by developers using specialized platforms or APIs. On Telegram via BotFather, on Viber via the Viber service.
Purpose: To automate tasks and interact with users. Customer service, performing routine tasks, providing information, and integrating with other services.
Functionality: Performs programmed tasks, responds to user requests, and can operate 24/7. Interacts with users via text or voice interfaces and can initiate actions based on specific triggers. To respond to a client via a Telegram or Viber bot, you must use specialized services such as KeyCRM :)
Privacy: Access to the bot’s information can be restricted. However, the level of privacy depends on security settings.
Software bots for Telegram and Viber
Chatbots automate various tasks and processes, allowing you to script (automate) responses to your customers’ standard questions.
All a customer needs to do is send a message to the bot or follow pre-prepared prompts for your script to send them messages containing the necessary information.
KeyCRM currently does not allow for the full preparation of such responses.
At this time, an automatic reply to the customer’s first message in the chat has been implemented.
This guide examines the difference between a numbered account and a bot, as well as between a chatbot (a standard bot) and a software bot.
