Telegram Customer Service Diversion Link Configuration Guide: Building an Advertising and KOL Attribution System

In cross-border business, Telegram Bot has become the core bridge connecting users and customer service teams. But many teams face a common problem: **Which channel do users come from? ** Ordinary Bot links (such as t.me/xxx) cannot trace the source, making it difficult to measure the ROI of advertising and KOL cooperation. TG-Staff’s Diversion Link was born to solve this problem - it can not only guide users into Bot conversations, but also capture source information and help you build a complete Telegram customer service attribution system.

This article will teach you how to configure the diversion link, combined with the session diversion rules, to achieve full tracking from ad clicks to manual agent handling.

What is a diversion link? What role does it play in the Telegram customer service system?

A diversion link is an official domain name short link provided by TG-Staff (the format is https://app.tg-staff.com/{code}). After the user clicks the link, the system will first capture the visitor information (IP address, browser type, URL parameters), and then automatically jump to your Telegram Bot to start the conversation.

Simply put, the diversion link acts as a “data bridge between channels and customer service systems”: it allows every user who enters the Bot to have a source tag, making it easier for you to subsequently analyze which channel has the highest conversion rate.

Diversion link vs normal Bot link: core differences

Comparison dimension	Normal Bot link (t.me/xxx)	Diversion link (app.tg-staff.com/{code})
Source tracking	Untrackable, unable to distinguish channels	Capture IP, browser, URL parameters (such as ?source=kol)
Attribution capabilities	None, all users can enter without distinction	Support multi-channel attribution such as advertising, KOL, email, etc.
Do you need additional configuration	No, just paste and use	Parameters need to be generated and configured in the TG-Staff console
Applicable scenarios	Daily community entrances, fixed links	Paid advertising, KOL exclusive links, A/B testing

Typical usage scenarios of diversion links

• Paid advertising landing page: Embed diversion links in Google Ads and Facebook Ads creatives, and add ?utm_source=google&utm_campaign=summer2024 parameters to track ad clicks.
• KOL promotion exclusive link: Generate independent diversion links (such as ?ref=kolA) for each KOL, and compare the number of users and conversation conversion rates brought by different KOLs.
• Email Marketing CTA: Place diversion links in Newsletters, mark ?source=email&campaign=launch, and analyze the click behavior of the email list.
• Social media posts: Embed in Twitter, Instagram profiles or posts, and use the ?platform=twitter parameter to distinguish traffic sources.

The first step in building Telegram customer service attribution system: Create a diversion link

Creating a offload link in the TG-Staff console takes just a few steps:

1. Log in to TG-Staff Console and enter the Bot project you want to configure.
2. Find the “Diversion Links” or “Diversion Links” option in the left menu.
3. Click “New Diversion Link”, the system will automatically generate a short code (such as abc123), and the complete link is https://app.tg-staff.com/abc123.
4. (Optional) Additional custom parameters: Add ? followed by key-value pairs at the end of the link, for example:
   • https://app.tg-staff.com/abc123?source=google_ads&campaign=launch
   • https://app.tg-staff.com/abc123?ref=kol_zhangsan
   • https://app.tg-staff.com/abc123?utm_source=facebook&utm_medium=social
5. Save the link and copy it to the advertising platform or promotional content.

Note: It is recommended to generate independent diversion links for each channel or activity (even if the parameters are different) to avoid data confusion. You can create multiple diversion links in the same project, each link corresponding to a different promotion activity.

How to configure diversion links to achieve advertising attribution?

After creating the diversion link, the key is to correctly embed the promotion materials and set the parameter naming convention.

Step 1: Use diversion links in the advertising platform

• Google Ads: Fill in the diversion link (including parameters) at the final URL of the advertisement, such as https://app.tg-staff.com/xyz?utm_source=google&utm_medium=cpc&utm_campaign=summer2024.
• Facebook Ads: Fill in the same link in the “Website URL” field of the ad.
• KOL Promotion: Send https://app.tg-staff.com/xyz?ref=kolName to KOLs to put in their bio or post.

Step 2: Parameter passing and data viewing

After the user clicks the link, TG-Staff will automatically capture the following information:

• IP Address (can be used for geographic area analysis)
• Browser and device type
• URL parameters (your customized source, ref, campaign, etc.)

This data will be associated with the user’s session record. In the TG-Staff backend, click on the conversation and you will see the “Source” field on the user portrait or details page, displaying the parameter values ​​you set. For example, if the user entered via ?ref=kol_zhangsan, the Source field would display kol_zhangsan.

Step 3: Best Practices—Parameter Naming Conventions

To prevent data confusion, it is recommended to unify the parameter naming format:

• Use ref or source to mark channel sources: ?ref=google_ads, ?source=email_newsletter
• Use campaign to mark the activity name: ?campaign=spring_sale_2024
• Avoid using multiple parameters with the same name (such as ?source=xxx&source=yyy), the system may only recognize the last value.

How do diversion links cooperate with session diversion rules?

Diversion links solve the problem of “where do users come from?” while session diversion rules solve the problem of “who receives users?” The cooperation of the two can form a complete customer service conversion link.

Linkage logic

1. The user clicks the diversion link → jumps to your Telegram Bot.
2. Bot sends automatic replies (such as welcome message, menu selection).
3. After the user interacts with the Bot, the demand for manual agents is triggered → enters the session queue of TG-Staff.
4. According to the diversion rules you configure (rotating allocation or online priority), the system will allocate the session to the designated customer service or project.

How to configure diversion rules?

In the “Project Settings” of the TG-Staff console, you can set:

• Allocation in turns: Default rule, polling authorized agents in order, suitable for balancing workload.
• Online Priority: Prioritize allocation to currently online agents, suitable for scenarios that require quick response. If all agents are offline, turn-based allocation will fall back.
• Specify customer service scope: You can restrict a certain diversion link to only be assigned to specific customer service (such as senior customer service or a dedicated team) to achieve priority for VIP users.

Actual application scenario: Suppose you place ads for high-value products on Google Ads. You can create an exclusive diversion link and set its diversion rules to “online priority + designated senior customer service group” to ensure that users brought by paid ads are prioritized by senior customer service.

Precautions and common misunderstandings about using diversion links

Link Security and Privacy

Diversion links capture the user’s IP address and device information. Please note that IP addresses are considered personal data in some regions, such as the EU GDPR. It is recommended to mark the data retention period in the customer service system and comply with local privacy regulations. TG-Staff itself does not store users’ personally identifiable information, but you are responsible for informing users of data collection (such as adding a privacy statement in the Bot welcome message).

Link management under multiple Bot projects

TG-Staff supports multi-project management, and each project (that is, each Bot) can independently configure the offloading link. This means that you can create branch links with the same parameter name in different projects, but the data will not interfere with each other. For example, Project A’s ?ref=kol1 is not confused with Project B’s ?ref=kol1.

Common misunderstandings

• Misunderstanding 1: One link is used for multiple activities → Correct approach: Generate independent links for each activity, or use different parameters to distinguish them.
• Misunderstanding 2: Ignoring the link validity period → Diversion links are valid for a long time, but it is recommended to check them regularly to avoid invalidation due to domain name changes or project deletions.
• Misunderstanding 3: Parameter naming is confusing → Unify and standardize, avoid mixing upper and lower case (such as ?source=Google vs ?source=google).

Case study: a complete attribution link

Suppose you cooperate with KOL “Zhang San” to promote new products and set up an exclusive distribution link.

Link process:

1. User click: Zhang San posted a promotional post on the Telegram channel with the link https://app.tg-staff.com/kol123?ref=zhangsan&campaign=product_launch.
2. Data Capture: After the user clicks, TG-Staff records their IP, browser type, and parameters ref=zhangsan and campaign=product_launch.
3. Jump Bot: The user automatically jumps to your Bot and receives a welcome message: “Thank you for your attention! We are the XXX team. How can I help you?”
4. Transfer to manual: The user responds to the consultation request and triggers the manual agent queue.
5. Assign agent: According to the diversion rules (such as online priority), the session is assigned to online customer service Xiao Wang.
6. Backstage view: Xiao Wang sees in the session details that the user source is zhangsan and the activity is product_launch. He can adjust his words accordingly (for example: “Hello, you came here after reading Zhang San’s recommendation, right?”).

FAQ

**Q: Does the diversion link require a paid package? ** A: Yes, the offload link function is included in TG-Staff Standard Edition and above packages (starting at about $8.99/month). This feature is also available during the free trial period.

**Q: Can I generate multiple diversion links for one ad campaign? ** Answer: Yes. It is recommended to generate independent links for each channel (such as Google Ads, Facebook, different KOLs) and mark the source in the parameters to facilitate later attribution statistics.

**Q: Will diversion links capture users’ personal information? ** Answer: Diversion links only capture the visitor’s IP address, browser type, and URL parameters, and do not directly collect personally identifiable information such as name, email address, etc. However, please note that IP addresses are considered personal data in some regions (such as the EU) and are subject to local privacy regulations.

**Q: If a KOL’s followers forward the link to others, will attribution data be affected? ** Answer: Yes. After forwarding, the source information of new clickers may be overwritten (depending on browser cache and link parameters). In order to reduce errors, it is recommended to explain the “exclusive link” in the promotion copy and check the attribution data regularly.

**Q: Can I use Chinese parameters in my split link? ** Answer: Technically yes, but it is recommended to use English or Pinyin to avoid parameter loss caused by inconsistent encoding of non-ASCII characters on some platforms (such as email clients). For example, using ?source=kol_张三 may display garbled characters, so ?source=zhangsan is recommended.

---

Experience the attribution capabilities of diversion links immediately

Building a Telegram customer service attribution system is not complicated. The key lies in choosing the right tools and configuring them correctly. TG-Staff’s diversion link function allows you to track the sources of advertisements and KOLs without coding. Together with session diversion rules, it can significantly improve customer service conversion efficiency.

• FREE TRIAL: Sign up to enjoy a 3-day fully functional trial, including diversion link: https://app.tg-staff.com/
• Check the documentation: More configuration details and usage: https://docs.tg-staff.com/
• Contact Customer Service: If you need personalized configuration suggestions, you can contact Bot: https://t.me/tgstaff_robot