A bulk campaign on Telegram and WhatsApp from a CRM is one campaign that goes out to a customer segment in both messengers straight from the CRM records: personalised from customer data, scheduled or triggered by an event, with consent (opt-in) and analytics on delivery, reads and replies. There is no need to export numbers to a file and send blind — the segment and the text come from the CRM. Setup takes from 2 hours.
Why Telegram and WhatsApp rather than SMS
In Uzbekistan business conversations happen in messengers. Telegram and WhatsApp are the main business channels, and SMS remains for reaching people without internet. A campaign that goes to both messengers from one CRM covers most customers where they actually read — and the reply comes back to the same place.
The key difference from a blunt broadcast: the message goes not to everyone but to a segment — a group of customers by tag, pipeline stage or purchase history from the CRM.
How to set up a Telegram and WhatsApp campaign from a CRM
- Connect the channels. Telegram and WhatsApp Business are connected to the platform on the Integrations page — no separate gateways needed.
- Build the segment. Pick a group in the CRM: tag, pipeline stage, history (“bought 3 months ago and gone quiet”). This is not a file of numbers — the segment is live and updates from the data.
- Write a personalised message. Insert the name, city or last order from the record. For WhatsApp, use an approved template (see below).
- Choose a time or a trigger. Send on a schedule (Tashkent time, UTC+5) or on an event — “one day after purchase”.
- Launch and watch the analytics. The platform shows delivery, reads and replies; customer replies land in the shared inbox rather than being lost.
A detailed walk-through of the whole mechanism is in the guide Bulk campaigns from a CRM.
Telegram or WhatsApp: how the channels differ for campaigns
The channels have different rules, and the platform applies them for you.
| Parameter | Telegram | WhatsApp Business |
|---|---|---|
| Campaign format | A message from a bot or account to subscribers | A template approved by WhatsApp |
| Customer consent | Opt-in required | Explicit opt-in required |
| Free-form text | Yes | Within the 24-hour window after the customer replies |
| Media and buttons | Yes | Yes, within the template |
| Best suited to | Quick offers, news, reminders | Transactional and service messages |
The conclusion: not “Telegram versus WhatsApp” but both at once — one send, with the platform applying each channel’s rules itself.
Multichannel from one CRM instead of scattered gateways
The usual path is a separate SMS gateway, a separate service for Telegram and a manual export for WhatsApp. The data drifts apart, there are no analytics and replies get lost.
A CRM campaign pulls that into one loop:
- One segment, several channels. The customer gets the message in their own messenger, with no duplicates.
- The reply comes back to the inbox. The campaign is outbound, but the customer’s reply is an inbound conversation; it lands in the single inbox rather than nowhere.
- Unified analytics. Delivery, reads and reply rate across every channel in one report.
How a CRM campaign compares with an ordinary SMS gateway on numbers and capability is covered in CRM campaigns vs an SMS gateway.
What the business gets
- Reach where people read — Telegram and WhatsApp, not SMS alone.
- A segment instead of a blind list — the message follows CRM data rather than going to everyone.
- One send for both messengers — no separate gateways or manual exports.
- Replies are not lost — the customer’s response lands in the shared inbox.
- Analytics right through to the reply — you can see who received, read and wrote back.
The campaign platform helps you set up the send and the channel rules.
Frequently asked questions
Can one campaign go out on both Telegram and WhatsApp
Yes — the segment is built once in the CRM, and the platform sends the message in whichever messenger the customer gave consent for.
Is customer consent required for a campaign
Yes. Both Telegram and WhatsApp require opt-in; advertising over communication networks in Uzbekistan requires the subscriber’s consent (the Law “On Advertising”), and personal data is protected by ZRU-547. Consent and unsubscribe are built into the platform.
Why is this better than a separate SMS gateway
A gateway simply sends text to numbers from a file. A CRM campaign gives you segmentation by history, personalisation, several channels at once and reply analytics.
What happens when a customer replies to a campaign
The reply becomes an inbound conversation and lands in the single inbox, where a manager or an AI agent carries it on — nothing is lost.
Where is customer data stored
Data is stored in Uzbekistan in line with the ZRU-547 personal data law.