Only TG Compliance Checklist: A Guide to Privacy Notice, Marketing Consent, and Data Retention for Telegram Bot Customer Service

Operating Only TG or Telegram Bot customer service, compliance is not optional, it’s mandatory. Many teams focus solely on bot functionality and user experience, neglecting the “invisible infrastructure” of privacy notices, marketing consent, and data retention. Once faced with user complaints, platform audits, or legal disputes, the consequences can range from bot suspension to fines and reputational damage.

This article provides an actionable Only TG Compliance Checklist, covering four core modules: privacy notice, marketing consent, data retention, and content moderation. Whether you’re a solo operator or a multinational team, this guide helps you quickly build a compliance framework, enabling your Telegram Bot customer service to run more stably and sustainably.

---

Why Does Telegram Bot Customer Service Need a Compliance Checklist?

The operational environment for Telegram Bots is becoming increasingly stringent. Regulations such as the EU’s GDPR, California’s CCPA, and China’s Personal Information Protection Law impose clear requirements on the collection, use, and storage of user data. Even if your bot only serves non-EU users, compliance risks persist when cross-border data transfer is involved.

More importantly, compliance is the cornerstone of user trust. A team that clearly states its privacy policy in the bot’s welcome message is more likely to earn long-term user trust than one that collects information first and asks questions later.

Many Only TG operators commonly make the following mistakes:

• The welcome message lacks a link to the privacy policy, leaving users unaware of who uses their data.
• Marketing messages have consent pre-checked by default, violating the opt-in principle.
• Conversation logs are retained indefinitely without a set retention period.
• Agents casually send sensitive information (e.g., wallet addresses, ID numbers) without content moderation mechanisms.

This checklist helps you identify and address these risk points one by one.

---

Privacy Notice: What Should Users Know Before Entering the Bot?

Embed a Privacy Policy Link in the Bot’s Welcome Message

When a user first interacts with your bot, the welcome message is the best opportunity for a privacy notice. It is recommended to clearly state the following in the welcome message:

• Scope of data collection: What information is collected? For example, user ID, conversation content, device information (IP, browser User-Agent).
• Purpose description: Is the data used for customer service responses, marketing pushes, or product improvement?
• Third-party sharing: Is data shared with third parties (e.g., analytics tools, payment service providers)?
• Contact information: How can users reach you (e.g., reply in the bot, email, Telegram support group)?

In TG-Staff, you can easily set up the welcome message menu using the visual command flow (flow editor). For example, add a button after the /start command that links to your privacy policy page.

Steps:

1. Log in to the TG-Staff console.
2. Go to the “Command Flow” module and edit the /start command.
3. Add a text message: 欢迎使用 XXX 客服 Bot！在开始对话前，请阅读我们的 [隐私政策](https://your-domain.com/privacy)。
4. Save and publish.

Timing of Privacy Notice in Manual Reply Scenarios

Even with normal bot auto-replies, when a human agent actively collects user information (such as email, order number, or phone number) during a conversation, the purpose should be disclosed. For example:

“I need your email to check the order status. This information will only be used for this customer service interaction and will not be used for other purposes.”

Best practice: In TG-Staff’s agent interface, configure a privacy notice quick reply template that agents can insert with one click before sending, ensuring nothing is missed.

---

Marketing Consent: How to Legally Push Messages to Users?

Distinguish Transactional Messages from Marketing Messages

• Transactional messages: Order confirmations, password resets, customer service replies—no additional consent required; using the service implies consent to receive these.
• Marketing messages: Promotions, product updates, surveys—must obtain explicit user opt-in.

Obtain Marketing Consent via Diversion Links

TG-Staff’s Diversion Link is an ideal entry point for obtaining marketing consent. When a user clicks a diversion link from an ad, social media, or email, the system redirects to an intermediate page. On this page, you can:

• Display a consent statement: “您是否同意接收来自 XXX 的营销消息？您可以随时退订。”
• Provide a confirmation button: Users click “Agree” before being redirected to the bot to start the conversation.
• Record consent status: TG-Staff marks the user as “marketing consented” and logs the consent time and source in the user profile.

Compliance Points for Bulk Messaging

TG-Staff’s Bulk Messaging feature allows you to push messages based on user segments. To ensure compliance, follow these rules:

• Only send to users who have consented: In the segmentation conditions, filter for users with “Marketing Consent = Yes.”
• Provide an opt-out mechanism: Each bulk message should include an unsubscribe link or a reply-to-unsubscribe instruction (e.g., unsubscribe).
• Record consent time and source: Before each bulk send, verify the consent record in the user profile to ensure it has not expired.
• Avoid over-sending: It is recommended to send no more than 1–2 marketing messages per week, otherwise you risk user complaints or being marked as spam.

---

Data Retention: What Data to Keep and for How Long?

Distinguish Between Necessary and Non-Essential Data

Data Type	Example	Necessary?	Recommended Retention Period
User ID	Telegram UID	Yes	During service period
Conversation Records	Chat text	Yes	30–90 days
IP Address	Captured from split links	No	7–30 days
Device Info	User-Agent	No	30 days
Marketing Consent Record	Consent time, source	Yes	6 months after consent withdrawal

Principle: Retain only the minimum data required for business operations, and regularly delete non-essential data.

TG-Staff’s Data Retention Logic

TG-Staff’s dashboard allows you to view historical conversation records and user profiles, but data retention periods depend on your plan and configuration. Both Standard and Pro plans provide conversation record viewing, but operators are advised to:

• Set an auto-cleanup cycle in the dashboard “Settings” (e.g., 90 days).
• Regularly export necessary data (e.g., marketing consent records) and then delete old data.
• If certain conversations need to be kept long-term (e.g., dispute-related), export them separately and store encrypted locally.

---

Content Risk Control: Preventing Agents from Sending Sensitive Information

What is Content Risk Control?

TG-Staff Pro’s Content Risk Control (Internal Management) feature allows you to configure risk phrases and monitor every outbound message sent by agents. When a message hits a risk word, the system will:

• Display a confirmation pop-up: The agent must confirm again before sending.
• Block sending: High-risk words are intercepted directly.
• Record audit logs: Log the agent, conversation, trigger time, and risk word for later review.

Wallet Address Monitoring: A Compliance Tool for Web3 Teams

For teams dealing with cryptocurrencies, exchanges, or NFTs, wallet address monitoring is a key content risk control scenario. You can configure the following risk phrases:

• Specific TRC20/ERC20/BTC addresses: e.g., company receiving addresses, employee personal addresses.
• Address fragments: e.g., 0x, 1A1zP prefixes, to prevent agents from mistakenly sending other addresses.
• Keyword combinations: e.g., “send money”, “transfer”, “address” and other command words.

After configuration, any message sent by an agent containing such content will trigger the risk control process. This not only prevents accidental sending but also avoids agents sending payment QR codes or phishing links in violation.

Risk Word List Recommendations

Risk Category	Example Keywords	Handling Method
Wallet Addresses	0x, T..., 1...	Double Confirmation
Bank Card Numbers	62, 6217	Double Confirmation
ID Numbers	110, 320	Block Sending
Sensitive Commands	”Transfer”, “Send Money”, “Private Chat”	Two-Step Confirmation
Prohibited Content	Insults, Discrimination, Pornography	Block Sending

---

Compliance Checklist: Daily / Weekly / Monthly Tasks for Operators

Daily Checks

• Check the Session Records in the TG-Staff console for any abnormal conversations (e.g., user complaints, data leaks).
• Review the Content Moderation Trigger Records for any agents attempting to send sensitive information.
• Confirm that Marketing Consent Records have no unexpected revocations or disputes.

Weekly Tasks

• Update Risk Word List: Based on business changes (e.g., new wallet addresses, new payment methods), update the risk phrase group.
• Review Marketing Consent Records: Check if any users who have not consented are mistakenly tagged, or if users who have revoked consent are not removed.
• Agent Training: Review this week’s content moderation trigger records and discuss improvement measures with agents.

Monthly Audits

• Review Data Retention Policies: Check if there is any data exceeding the retention period that has not been cleaned up.
• Update Privacy Policy: Adjust the privacy policy content according to product updates or regulatory changes.
• Audit Agent Operations: Export agent operation logs and check for any violations.
• Backup Critical Data: Export marketing consent records and content moderation audit logs for offline storage.

---

Frequently Asked Questions

Q: Do only Telegram Bot customer service need to comply with GDPR?
A: If the Bot serves EU users or collects EU user data, it must comply with GDPR. Even if the team is not based in the EU, if users are involved, you should follow GDPR requirements for privacy notices, data retention, and marketing consent. It is recommended to specify the scope of application in the privacy policy.

Q: Can users revoke their consent to marketing messages at any time?
A: Yes. According to GDPR and most privacy regulations, users have the right to withdraw consent at any time. Operators should provide an unsubscribe option in the Bot menu or conversation and update the mark in the TG-Staff user profile. After revocation, stop sending marketing messages to that user and delete related records within 30 days.

Q: Does TG-Staff support exporting user data?
A: TG-Staff provides session records and user profile viewing functions. If a user requests data deletion, it is recommended to delete via Bot conversation records or contact customer support. For specific data export and deletion operations, please refer to the TG-Staff Documentation or contact @tgstaff_robot.

Q: Is content moderation only applicable to Web3 teams?
A: No. Any team that needs to prevent agents from accidentally sending sensitive information can use it, such as customer service scenarios in finance, legal, healthcare, and other industries. TG-Staff supports custom risk phrase groups that can match addresses, ID numbers, bank card numbers, etc., making it widely applicable.

Q: How long is appropriate for data retention?
A: It is recommended to set it based on business needs and regulatory requirements. Generally, customer service session records are retained for 30–90 days, and marketing consent records are retained until 6 months after the user revokes consent. The TG-Staff console supports viewing historical sessions; please refer to the package description for specific retention periods. For long-term storage of critical data, it is recommended to export regularly and encrypt storage.

---

Act Now

Compliance is not achieved overnight but is a process of continuous improvement. Starting today, use this checklist to refine your Telegram Bot customer service operations step by step.

• Free Trial of TG-Staff: Register for a 3-day trial to experience real-time two-way chat, session routing, and content moderation → https://app.tg-staff.com/
• View Full Documentation: Learn about content moderation, data management, and privacy configuration → https://docs.tg-staff.com/
• Contact Support: If you have questions about compliance configuration, feel free to contact @tgstaff_robot for consultation.

Compliance is the foundation for the long-term stable operation of Telegram customer service. Don’t let risks become your ceiling.