Connecta hakkında her şeyin yanıtı

Press “Create a company” on the site, enter the company name, its address and a work email, choose a password and confirm the email via the link in the message. After confirmation the workspace is ready: you are its first administrator and the company is on a two-week free trial.

No. Connecta runs in the browser. Notifications arrive as push messages even when the tab is closed; to get them, allow notifications once in the bell menu of the workspace.

There is no fully free plan: the first two weeks are a free trial, then you pay per employee according to the chosen plan. The exact limits are shown in the workspace under “Plan and balance”. You can switch to another plan at any time.

In two ways: the administrator adds an employee in the “Employees” section (login, role, department), or shares a self-registration link — the person fills in a form and confirms the email, and the administrator approves the request and picks the role and department.

A card on the “Tickets” page with short setup steps: connect a Telegram bot, put the widget on your site, add colleagues, fill the knowledge base. Completed steps are ticked off automatically, and the card can be hidden.

The workspace works in Russian and English. An administrator can add another language (for example Turkish) in the translations section: export the file, translate it and upload it back. Each employee picks their own language and theme (light or dark).

Create a bot in Telegram via @BotFather and copy its token. In the workspace open the channels section, paste the token, verify it and enable the bot. The token is stored encrypted in the database.

Yes. Each company can have its own bot with its own name and avatar — customers see your company, not Connecta. The same service serves many companies without mixing their data.

In the widget settings choose the form fields and appearance, check the result in preview mode and paste the generated code into your site pages. Messages from the widget land in the same list as Telegram messages.

The customer writes in Telegram or in the widget and receives replies in the same place. You can additionally give them a link to a personal portal where they see their requests and conversations and can rate employees from 1 to 5.

Turn the feature on under Settings → Features. After that the bot gets a command and the widget gets a “My requests” button: the customer receives a link valid for 30 days.

Right now these are Telegram, the website widget and the bot for employees (replying to customers from Telegram even when the workspace is unavailable). Planned: voice calls from the widget and screen sharing. They are marked “Soon” on the site.

Yes. If you sell a paid service, connect the payment check: Connecta asks your project for the customer’s status, limits the number of free messages and shows a payment link in the bot and the widget.

“New” — nobody has taken it yet, “In progress” — an employee is replying, “Waiting for customer” — a reply was sent, “Resolved” — the matter is closed. A closed request can be reopened, and long-silent ones close automatically if this is enabled.

Manually — an employee takes a request or a manager assigns it. Automatically — the routing engine hands the request, round-robin or by skills, to whoever is on shift now, taking vacations and sick days into account.

SLA is the promised response time. Each request has a timer; an approaching deadline and an overdue reply are highlighted, the manager is notified, and violations can automatically bring a penalty. The deadline and rules are set in the settings.

These are ready-made texts for common questions. In the chat window pick a template, edit it if needed and send. Templates are shared by the team and maintained by an administrator.

In the request card choose a new assignee. The colleague gets a notification and the timeline records who handed the request over and when.

A note is visible to employees only; the customer does not receive it. With @ you can mention a colleague — they get a notification and open the right request at once.

Yes. An employee sees their own department’s requests; the right to see all requests is granted separately, for example to managers and supervisors.

Permissions are granted to roles and roles to employees. There are ready-made “Administrator”, “Employee” and “Supervisor” roles; you can create your own and tick what exactly is allowed: view finances, assign requests, manage the knowledge base and so on. Role names can be set in several languages.

It shows who is on the line and affects routing: only those currently on shift receive requests. Time is shown in the company time zone, overnight shifts are supported, as are shift handoffs and swaps, and a reminder arrives before a shift starts.

A planned absence is entered in the calendar. While it lasts, the employee is excluded from routing, and when the date comes their requests are redistributed among colleagues.

Customer ratings and SLA compliance add up to an employee’s rating. Bonuses, penalties and shift rates accumulate on the employee’s balance for the open period; at the end of the period a manager closes it and the balance resets. This is internal accounting, not payroll.

A trainee is given a probation period. The administrator chooses the mode: the reply goes to the customer at once and a supervisor reviews it afterwards, or the reply is held until approved. Comments are visible to the employee.

These are question-and-answer articles for employees with search and manual ordering. The edit history is kept. Selected articles can be exposed to customers on a public help page with a checkbox in the editor.

“If — then” rules: for example, when certain words appear in a message, assign a department, set a priority or notify a manager. Before enabling, a rule can be checked in dry-run mode, and the results are visible in the trigger log.

Yes. Under Settings → Features the owner turns chats, schedule, penalties, rating review and knowledge base on or off; disabled sections disappear from the menu. Some features depend on the plan and are marked “not available on your plan”.

Requests, replies, ratings, SLA, penalties and bonuses, breakdowns by channel and time, and a workload heat map. Data can be filtered by period and employee, compared with the previous period and exported to CSV.

By working time: the shifts of whoever replied first are used, minus their vacations and sick days. If they have no shifts the team’s overall coverage is used, and if there are no shifts at all, calendar time.

It is the share of satisfied customers by 1–5 ratings (CSAT). It is shown in analytics and counts toward employee ratings; it is not the classic NPS.

The plan adds up from a fixed part and usage: per employee, per gigabyte of file storage and per thousand requests in the period. An indicative calculation is on the site; you will see the exact one in the workspace before paying.

US dollars by default; euros and rubles are also available. The currency is stored with the company and the plan: a plan can only be assigned in the company’s currency.

For now top-ups are done on request: write to support and the balance will be topped up manually. Card payment through a payment provider is planned.

A low-balance email arrives in advance. If funds are still insufficient there is a grace period, after which the service’s capabilities are limited but the data is kept. After a top-up everything resumes.

Yes, under Settings → “Plan and balance”. The new price applies from the next charge; an already paid period is not recalculated.

When the limit of employees, requests or file storage is reached, the service reports a “plan limit reached” error. Move to a larger plan or free up space — the remaining features keep working.

An unused balance is refunded on a written request. A period that has already been paid for and provided is not refunded. Details are in the public offer.

Every company has its own database schema and its own area of file storage, so data of different companies never intersects. Bot tokens and service keys are stored encrypted in the database.

Employees’ internal chats are encrypted so that the server stores only ciphertext while the keys stay on the device. Access is recovered with a secret phrase known only to the owner. Conversations with customers in requests are not part of this scheme.

In your profile open the security block, scan the QR code in an authenticator app and confirm the code. After that, signing in needs a one-time code in addition to the password.

An administrator can allow signing in to the workspace only from specified IP addresses or networks. The system protects against locking yourself out: you cannot save a list that does not include your current address.

Data between the workspace and the server is encrypted not only by HTTPS but at the application level too. The owner can enable an “encryption required” mode: unencrypted requests are then rejected.

On the sign-in page press “Forgot password?”, enter your email — a message with a link to create a new password arrives. The password policy (minimum length) is set by the company owner.

Only temporarily and for support: the access is time-limited, the workspace shows a banner about the operator session, and each such access is recorded in a separate log.

A company can be deleted on request: it first goes to the trash and can be restored within a limited period, then the data is deleted permanently. Export what you need with the workspace tools beforehand.

In the audit log: it records changes to roles, employees and settings with the author and time. It is available to administrators.

Yes. Under Settings → “Branding” you set the name, the logo (for light and dark themes) and the accent color — they are applied in the workspace and in emails. Availability depends on the plan.

A separate domain, a dedicated database and installation on your servers are available on the ENTERPRISE plan on request. Write to us and we will discuss the terms.

Open the bell in the workspace and turn notifications on; if the browser shows “blocked”, allow them in the site settings. Notifications are tied to the browser, so they are enabled separately on each device.

Press “Reset cache and reload” on the error page — it clears outdated browser data and usually helps. If the problem remains, check the service status and write to support.

Open the status page: it checks the availability of the application, the database and the file storage in real time.

Write to the support email or on Telegram — the addresses are at the bottom of the site. To get an answer faster, mention your company name and describe what is happening.