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Order status notifications for clients: collecting contacts in the bot
The bot collects the people to notify about status. You set up notification texts in broadcasts when the event happens.
Suitable for: Delivery, Services
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
Where should we send the status?
Why collect the contact in advance
A bot in Telegram and MAX cannot message a person first — only someone who has already opened a chat. So order or booking status notifications start with collection: a “Message” offering to receive the status in chat → a “Data collection” of the phone or order number → “Action → add tag” notify:orders. This gives you a base of people you can write to. Why you can’t write by phone number — in the breakdown of the “bot can’t message first” error.
The bot link with a deep link is added to the order email, the receipt, the “thank you for your order” page — the payload marks the source with a tag.
How to send statuses — honestly about the limits
Three ways, from simple to complex. Manually from “Conversations”: the operator writes “Your order has been handed to the courier” with a quick reply template — fine for dozens of orders a day. In bulk — the “Broadcasts” section (Basic): an audience by tag, for example everyone with pickup:sat — “Your order is waiting at the pickup point”. By an event in a flow — a “Pause” and a “Message”: “we’ll remind you about the booking in 2 days”.
There is no ready-made link “status changed in 1C, on the website or in a CRM — the client got a message”, but you can build it via the public API — for those who have already written to the bot. Your system stores the conversation id (the new-message webhook passes it) and, when the status changes, sends the text with the request POST /api/v1/conversations/:id/messages. The message goes to the client in their channel as an operator reply and moves the conversation to a person; the API cannot message first. Details — in the API help. An incoming webhook is not suitable for this: it starts a flow but doesn’t address a message to a specific Telegram subscriber. How it works in MAX — in the article on notifications via a MAX bot; incoming and outgoing webhooks — in the help article on webhooks. The channel hub — MAX chatbot for business. Open the template in your account.
Frequently asked questions about the template
Can the bot send a status by itself when an order changes in 1C or a CRM?
There is no ready-made button, but your system can do it via the public API if the client has already written to the bot. It saves the conversation id from the new-message webhook and, when the status changes, sends the text with a POST /api/v1/conversations/:id/messages request: the message goes to the client in their channel as an operator reply, and the conversation moves to a person. An incoming webhook is not suitable for this — it starts a flow but doesn’t address a message to a specific client. Without development — send from “Conversations” or a broadcast by tag.
Is consent needed for notifications?
Yes: these are business-initiated messages. The consent text and the way to opt out (“write STOP”) go in the first message of the flow; opting out removes the tag with a “remove tag” action, and the person drops out of the audience.