How an agency operating company builds a Telegram customer service system for multiple customers: A practical guide to project isolation and seat reuse

Companies that operate Telegram customer service usually face a tricky situation: serving multiple customers at the same time, each customer has its own Telegram Bot, user group and customer service rules. If you register a separate TG-Staff account for each customer and recruit separate agents, management costs will quickly get out of control. The more common pain points are - Insufficient project isolation: Agent A mistakenly entered the conversation of customer B; the customer service skills of different customers are mixed; the advertising traffic data cannot be independently attributed to customers.

This article will introduce how to use TG-Staff’s multi-project management capabilities to build a scalable Telegram customer service system for agency operating companies to achieve project isolation, agent reuse and compliance internal control, allowing one platform to carry the customer service operations of multiple customers at the same time.

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The core pain points of operating Telegram customer service on behalf of others: multiple customers, multiple Bots, and multiple teams

Common business scenarios for agency operating companies are as follows:

• Serve 3-10 customers at the same time, each customer has an independent Telegram Bot for pre-sales consultation, after-sales support or community operations
• Customer industries may span e-commerce, Web3, education and training, overseas marketing, etc., and customer service rules are different.
• Agent teams need to quickly switch sessions between different customers, but cannot obfuscate customer data
• The client requires attribution data for advertising traffic to prove the customer service conversion effect
• Some customers (such as finance and cryptocurrency) have strict compliance requirements for customer service content

Without a unified management platform, agency operating companies often fall into the following dilemmas:

• Insufficient project isolation: Agents log in to multiple accounts and switch frequently, resulting in low efficiency
• Agent Management Chaos: Customer service resources cannot be allocated flexibly, either due to insufficient manpower or over-allocation.
• Out of control costs: Purchase individual packages and seats for each customer, resulting in doubling of overall costs
• Data Island: The session records and user portraits of each customer are scattered on different platforms and cannot be analyzed uniformly.

TG-Staff is designed to solve these pain points - it allows agent operation companies to manage multiple Bot projects within a web console. Each project data is completely isolated, and agents can work across projects, but permissions can be finely controlled.

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Project isolation: One platform manages multiple customers, and the data does not interfere with each other.

TG-Staff’s multi-project management capabilities are the core infrastructure of agency operating companies. Each Bot project exists independently in the console, and customer data, session records, user portraits, diversion rules, etc. are completely isolated without switching accounts or platforms.

How to create separate projects for each client

The steps are very straightforward and you don’t need to leave the TG-Staff console during the entire process:

1. Log in to TG-Staff console (https://app.tg-staff.com/）
2. Add customer Bot Token: Get the Bot Token of each customer from @BotFather and paste it into the console
3. Create Project: Create a project for each customer with a clear name (such as “Customer A - E-commerce Pre-sales” “Customer B - NFT Support”)
4. Configure basic information: Edit Bot avatar, name and description - Complete directly in the console, no need to jump to BotFather

Project permissions and customer service scope control

Agent operating companies often need to limit the scope of agent access - for example, only allow agent A to handle customer X’s session, and agent B to handle customer Y’s session. TG-Staff provides two modes:

• All Customer Service: All agents can access this project (suitable for small teams or all-staff customer service scenarios)
• Designated Agent: Allow only selected agents to access the project (suitable for teams that assign agents by account)

Configuration path: Project Settings → Customer Service Scope → Select “Specified Customer Service” → Check the corresponding agent.

In this way, after an agent logs in to the web portal, the session list on the left will only display the sessions that he has permission to handle, completely preventing him from accidentally entering other customer projects.

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Agent reuse: one customer service agent receives N customers’ Telegram users at the same time

The biggest cost of operating a company is manpower. If you hire separate customer service agents for each customer, the cost can quickly exceed the agent operating expenses paid by the customer. TG-Staff’s agent reuse mechanism solves this problem: an agent can log in to the web portal and handle Telegram conversations from multiple customers at the same time.

Multiple customer service sessions and real-time switching

After the agent logs in, the session list on the left will clearly mark the project to which each session belongs (such as “Customer A” and “Customer B”). Agents can click to switch replies at any time, and each conversation maintains an independent context without interfering with each other.

• The conversation list is sorted by time and supports pinning to the top
• Display user portrait on the right side of each session (Professional version)
• Enable automatic translation when sending messages to eliminate multi-language barriers

Session allocation and collaboration (suitable for team collaboration scenarios)

If the agent operation team has multiple agents, TG-Staff’s session diversion rules can automatically allocate user consultations:

• Poll in turns (default): Poll authorized agents in order to ensure load balancing
• Online Priority: priority will be assigned to the currently online agents, and will be assigned in turn when all are offline.

Configuration path: Project Settings → Diversion Rules → Select Mode.

In addition, Session Transfer (transfer the current session to other agents) and Private Notes (Professional version, used to record internal notes) are supported between agents. These features are particularly suitable for agency operations teams that have morning and evening shift handovers or are grouped by skills.

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Traffic attribution and diversion links: Customized tracking plan for each customer

Agency operation companies often take on the customer service needs of advertising clients. Customers want to know: Which advertising channel brings in how many customer service inquiries? How much do users lose after clicking on an ad? TG-Staff’s Diversion Link function can solve this problem.

The diversion link is a short link to the official domain name of TG-Staff (such as https://app.tg-staff.com/{code}). When a user clicks on the link, he or she will first jump to TG-Staff’s tracking page to capture the following information:

• Visitor IP address
• Browser information (User-Agent)
• URL parameters (such as utm_source, utm_campaign)

Then automatically jump to the customer’s Telegram Bot, trigger an automatic reply or guide to a human agent.

Usage scenario example:

1. Generate three diversion links for customer A, respectively for Google Ads, Facebook, and KOL promotion
2. Put it into the corresponding channel
3. Check the number of visitors and consultation conversion rate brought by each link in the TG-Staff backend
4. Report to Client A: Google Ads brought 200 clicks, of which 80 people entered the Bot, and finally 30 people were transferred to manual consultation

This method requires no additional development and no need to bury code. The operating company can provide customers with quantifiable traffic attribution data.

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Content risk control: How agency operating companies can avoid customer service “stepping into the trap”

When operating companies serve financial, Web3, and cryptocurrency customers, compliance risks are extremely high. Once an agent mistakenly sends a payment address, sensitive words or illegal content, it may lead to the customer’s project being blocked or even legal disputes. The content risk control (internal control management) function provided by TG-Staff Professional Edition is designed for this type of scenario.

Core competencies include:

• Risk word detection: Before the agent sends a message, the system automatically detects whether it contains the configured risk word.
• Second confirmation or blocking: After hitting the risk word, a pop-up window will prompt the agent to confirm, or directly block the sending
• Risk phrase management: associate different risk phrases by project (for example, customer A focuses on the TRC20 address, and customer B focuses on the ETH address)
• Audit log: records agents, conversations, trigger times and risk words to facilitate subsequent review

Of particular note is the Encrypted Wallet Address Monitoring function: by configuring wallet address keywords (such as specific TRC20/ERC20/BTC addresses or address fragments) in the risk phrase, you can monitor agent outbound messages to prevent mis-sending or illegal sending of payment addresses.

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Comparison between operating a company on behalf of a company and using TG-Staff directly: Who is suitable for which model?

Not all teams are suitable for the agency operating model. The following comparison helps you judge:

Dimensions	Use TG-Staff on behalf of operating companies	Terminal brand self-built customer service team
Management Objectives	Manage projects for multiple clients at the same time	Only manage projects for your own brand
Agent configuration	Agent reuse, one agent handles multiple customer sessions	The agent only handles sessions of this brand
Project Isolation	Customer data must be strictly isolated	Only different product lines/channels need to be isolated
Attribution	Attribution links need to be generated independently for each customer	Just track your own delivery channels
Compliance Requirements	Need to deal with the compliance rules of different customers (such as wallet address monitoring)	Only need to meet their own industry compliance
Cost Structure	Pay by package, one package covers multiple customers	Pay by number of seats and package
Applicable teams	Customer service outsourcing companies, agency operation service providers	Brand owners, product teams

Recommendation: If the agency operation company has a large number of customers (5+), it is recommended to give priority to the professional version package (approximately $16.99/month) to obtain unlimited translation/mass messaging, user portraits and internal control management capabilities, which is more cost-effective. Please see the official website package page for specific prices.

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Implementation steps: Build a Telegram customer service system for the agency operation company from scratch

The following is a 6-step construction process, with operating tips for each step:

Step 1: Sign up for TG-Staff and activate your free trial

Visit https://app.tg-staff.com/ to register an account and automatically get a 3-day free trial without binding a payment method.

Step 2: Add the customer’s Telegram Bot

Obtain the Bot Token of each customer from @BotFather → “Add Bot” in the console → paste the Token → complete the authorization. The system will automatically pull in the Bot’s existing users and groups.

Step 3: Create separate projects for each client

Console → Project Management → Create Project → Select the corresponding Bot → Set the project name and basic information. Tips: It is recommended that the project name be named according to the customer number + business type to facilitate subsequent screening.

Step 4: Configure diversion rules and diversion links

• Project Settings → Diversion Rules → Select “Rotate Allocation” or “Online Priority”
• Diversion link → Generate short link → Configure URL parameters (such as utm_source)
• Place links to clients’ advertising channels

Step 5: Invite agents and set permissions

Console → Agent Management → Invite agents (fill in email or Telegram username) → Assign accessible items to each agent. Tips: It is recommended to use the “designated customer service” mode in the initial stage to prevent agents from accidentally entering unauthorized items.

Step 6: Test the link and go online

• Click the diversion link → Confirm to jump to the customer’s Telegram Bot
• Send message → Confirm that the agent Web terminal has received the session
• Agent reply → Confirm that the user received the message
• Check whether session records and user portraits are normal

The entire process can be completed in under 30 minutes, with no development or server deployment required.

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FAQ

**Q: How many customers’ Telegram Bots can be managed by one TG-Staff account? **

Answer: TG-Staff supports different numbers of Bot projects according to packages (both the Standard Edition/Professional Edition support multiple projects). You only need to add each customer’s Bot Token in the console to manage multiple projects within one platform with complete data isolation.

**Q: Can the agents of the agency operating company handle multiple customer sessions at the same time? **

Answer: Yes. After an agent logs in to the web portal, the conversation list on the left will display users from different projects. Agents can switch replies in real time, and each conversation is recorded independently without interfering with each other. You can also restrict agents to specific projects in project settings.

**Q: How to prove to customers that customer service conversions come from advertising? **

Answer: Use the “Diversion Link” function of TG-Staff. Generate independent short links for each advertising channel. When a user clicks the link to enter Telegram Bot, the system will automatically capture the visitor’s IP, browser information and URL parameters to facilitate your advertising attribution analysis.

**Q: Does the agency operating company need to pay separately for each customer? **

Answer: No. TG-Staff is charged according to packages, and one package supports multiple Bot projects. For example, the Standard Edition (approximately $8.99/month) can manage Bots of multiple customers. You only need to choose the appropriate package based on the number of agents, without having to subscribe repeatedly for each customer.

**Q: If a payment address is maliciously added to a customer’s Telegram Bot, how to prevent it? **

Answer: The professional version provides content risk control functions. You can configure wallet address keywords (such as TRC20/ERC20/BTC addresses) in the risk phrase. When the agent sends a message containing these keywords, the system will pop up a secondary confirmation window or block the sending, and record the trigger log to facilitate auditing.

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Next steps

• START NOW: Sign up for a TG-Staff free trial (3 days): https://app.tg-staff.com/
• Check the documentation: For detailed configuration instructions: https://docs.tg-staff.com/
• Contact Customer Service: If you have any questions, you can contact customer service Bot: https://t.me/tgstaff_robot

Operating Telegram customer service on your behalf is no longer a problem. Through TG-Staff’s project isolation and agent reuse mechanism, you can easily build a scalable customer service system for multiple customers while controlling costs and improving management efficiency.