ConnectiveOne is always looking for new ways to help clients deliver a better customer experience.
Our integration with E-chat is one such example, making it possible to add number-based Viber and Telegram accounts as communication channels in ConnectiveOne.
Implemented for:
About the partner
E-chat is a gateway that connects Telegram and Viber as full-fledged business communication channels, allowing companies to engage with customers in the messengers they already use and prefer.
ConnectiveOne clients Dobrozem and UNIVERSALNA wanted to expand customer communication beyond Viber and Telegram chatbots and move toward live, personalized conversations in the channels their customers find most convenient — without losing centralized control over all interactions.
With the ConnectiveOne + E-chat integration, both companies added number-based messenger accounts as full-fledged channels within a single operator workspace:
Dobrozem — Telegram and Viber
UNIVERSALNA — Viber
All messenger conversations now flow into ConnectiveOne alongside other communication channels, eliminating the need to use separate apps or switch between systems.
Businesses can initiate conversations with customers using a phone number or @username, even if the customer has not contacted them before. This enables proactive outreach to the customer base instead of limiting communication to inbound inquiries.
Conversations feel like regular one-to-one chats in the messenger customers already use — without bots or complicated menus to navigate.
E-chat supports conditions, actions, operator handoff, and integrations. Automation scenarios run through natural text-based conversations rather than button-driven menus.
ConnectiveOne adds an AI categorization layer to automatically identify the topic of each inquiry, as well as the Fast Line Pro AI agent for instant responses to common customer questions.
Inquiries are automatically routed to the right manager based on topic, skill group, or the channel number linked in the CRM. This is especially useful in sales, where assigning a dedicated manager to each customer is important.
Text, files, and voice messages — the familiar functionality of Telegram and Viber is available directly in the operator workspace.
The ConnectiveOne and E-chat integration expanded customer communication through number-based Viber and Telegram channels and enabled faster customer interactions.
Managers communicate with customers directly from the CRM
Assigning a dedicated manager to each customer in B2B and B2C sales
AI-powered categorization of inbound inquiries
First-line support with escalation to a human operator when needed
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