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Citizen appeals via a bot: topic, substance, CRM
The resident picks a topic — public amenities, housing and utilities, social issues or other — agrees to data processing and writes their full name, address, the substance of the appeal and phone. A deal “Appeal: topic — full name” appears in CRM, its stages show where each appeal is; specialists get a notification. Whether a message in the bot counts as an official written appeal and how quickly to reply is decided by your organization.
Suitable for: Administrations, Municipal institutions, Deputies, Public reception offices
How it works
What you can customize
- Message texts and buttons
- Fields of the “Data collection” block and format checking
- Tags, notifications and transmission to the operator
- Channels: Telegram, MAX, VKontakte, chat on the website
Sample dialog
Hello! Here you can leave an appeal, a question or a suggestion. Choose a topic:
Public amenities
To consider the appeal, [organization name] will process personal data… Do you agree?
I agree
Surname, first name and patronymic
Frequently asked questions about the template
Is this an official appeal under Federal Law 59-FZ?
Whether a message in the bot counts as an official written appeal and how quickly to reply is decided by your organization. If needed, add a link to the official online reception to the bot’s reply.
How do I track appeals?
Every appeal is a deal “Appeal: topic — full name” in CRM: the stages show where it is, and specialists get a notification.
Is consent needed?
Consent to personal data processing is asked in a separate message before the name and phone: on “No” no data is collected, the “согласие-пдн” tag is set only for those who tapped “Agree”, and “отозвать согласие” passes the request to a staff member. Put your organization name and a link to your policy into the message.