Telegram project customer service permission setting guide: How to configure authorized customer service and diversion scope for the team

When your Telegram community or bot project grows from a few people to dozens of people, a core question will quickly emerge: **Who will handle user messages? How to deal with it? ** If there is no clear division of authority, the customer service team can easily fall into chaos - messages are replied to repeatedly, important users are ignored, and new customer service personnel do not know what type of conversation to take over. This is the key scenario for configuring Telegram Project Customer Service permissions.

This article will combine the TG-Staff console to explain in detail how to set up authorized customer service and diversion scope for the team. Whether you are a small entrepreneurial team or an operations team with multiple business lines, you can find a configuration solution that can be implemented.

Why do I need to configure Telegram project customer service permissions?

Imagine: your Bot serves pre-sales consultation, after-sales work orders, and technical support at the same time. If all customer service can see all messages, three typical problems will occur:

• Confused response: Multiple customer service staff respond to the same user at the same time, and the user receives duplicate messages, resulting in a very poor experience.
• Skills Mismatch: Technical issues are assigned to pre-sales customer service, the responses are unprofessional, and users are lost.
• Permission Risk: New customer service accidentally modified the Bot configuration, causing the entire project to be affected.

Through reasonable permission configuration, you can achieve:

• Accurate triage: Pre-sales customer service only handles pre-sales sessions, and after-sales customer service only handles after-sales work orders.
• Permission isolation: Ordinary customer service cannot modify project settings or delete Bot commands.
• Efficiency Improvement: Each customer service only handles the areas they are good at, and the response speed is significantly improved.

As a unified web console, TG-Staff provides an intuitive permission management interface, allowing you to complete the above configuration in a few minutes without writing any code.

Understand the core concepts of Telegram project customer service permissions

Before starting the configuration, let’s clarify three key terms.

Authorized customer service vs. ordinary users: Analysis of permission levels

User type	Permission scope	Typical operations
Authorized customer service	Can access the console, view conversations, reply to messages, and manage labels	Process user messages, view statistics, and configure diversion rules
Ordinary users	Can only interact through Bots	Send messages, receive Bot replies, and participate in group discussions

Authorized customer service operates through the TG-Staff console, while ordinary users are just Bot users. This isolation ensures the security of operational data—ordinary users cannot see user portraits or session records in the customer service panel.

The relationship between project permissions and diversion scope

• Project Permissions: Determine which Bot projects the customer service can manage (such as “Technical Support Bot” or “Sales Consulting Bot”), and which operations (view, reply, configuration) can be performed.
• Diversion Scope: Determine which conversations this customer service can handle (such as only handling conversations with the “Pre-sales” label, or handling all conversations).

The two are used together: a customer service agent may have project permissions for “Technical Support Bot”, but the diversion scope is limited to only processing sessions with the “Emergency Work Order” label. This not only ensures that the operating range is controllable, but also achieves precise diversion.

Steps to configure all customer service for the project

Suitable scenarios: small teams (3-5 people), all customer service personnel can handle all types of conversations, and the team is in a rapid trial and error stage.

Step 1: Log in to the console and enter project settings

1. Open app.tg-staff.com and log in.
2. Select your Bot project in the left navigation bar.
3. Click the “Settings” or “Permission Management” entry on the top menu (the specific name shall be subject to the console interface).

Step 2: Add all customer service and assign permissions

1. In the “Team Members” section, click “Add Member”.
2. Enter the Telegram username or email address of each customer service (requires prior registration in TG-Staff).
3. Select Administrator or All Access in the Role drop-down menu.
   • Note: The administrator role can modify project settings and add/remove members. This role can be used directly if the team is small and trust is high.
   • If you want to limit the ability to modify project settings, select the “Member” role and check all session handling permissions.
4. Click “Save” to complete the addition.

At this point, all customer service personnel can see all conversations of the project in the console and can reply freely. If you don’t need any shunts, this step is complete.

Steps to specify customer service for project configuration

Suitable scenarios: The team has more than 10 people and is divided according to business lines (pre-sales, after-sales, technical support), or needs to set limited permissions for new customer service.

Step 1: Create customer service groups and labels

1. Find “User Grouping” or “Tag Management” on the left side of the console (the name may vary depending on the version).
2. Create groups, for example:
   • Pre-Sales Group: Tagged pre-sales
   • After-Sales Group: Tag is post-sales
   • Technical Support Group: Tagged tech-support
3. Set a description for each group to facilitate subsequent identification.

Step 2: Assign project permissions and diversion scope to designated customer service

1. Return to the “Permission Management” page.
2. Select the customer service member to be configured and click “Edit Permissions”.
3. In the Project Permissions section, select Partial Permissions or Custom Roles.
   • Uncheck advanced permissions such as “Modify project settings” and keep only “View conversations” and “Reply to messages”.
4. In the Offload Scope section, select Only process sessions with specified labels.
   • Select the tag created in the previous step from the drop-down menu, for example pre-sales.
5. Click Save.

At this time, after the customer service logs in to the console, he can only see the sessions with the pre-sales label, and other sessions are not visible. This effectively avoids cross-line interference.

How to adjust the diversion scope to optimize customer service allocation

During operation, diversion rules need to be dynamically adjusted. For example, during peak periods, all customer service personnel need to be transferred to the “pre-sales” queue, or high-value users need to be transferred to senior customer service personnel.

In TG-Staff, adjusting the shunt range is simple:

1. Enter the “Session Routing” or “Diversion Rules” settings (please refer to docs.tg-staff.com for the specific location).
2. Modify existing rules: For example, assign sessions with the “Emergency Ticket” label to a specific senior customer service group.
3. Or create a new rule: rotate by time, for example “from 9am to 12am, the pre-sales team handles all new sessions; from 1pm to 5pm, the technical support team takes over”.
4. After saving, the rules will take effect immediately without restarting the Bot.

Regularly review the offload logs to see if any customer service has no sessions for a long time or the load is too high, and fine-tune the rules based on the data.

Best practices for customer service diversion and transfer

The following practical suggestions can help your team get started quickly and continue to optimize:

• Set a limited diversion scope for new customer service: In the first 3 days of new customer service joining, only sessions with “low priority” or “simple consultation” labels will be assigned, and the scope will be expanded after the new customer service is familiar with the process.
• Use automatic translation to avoid language barriers: If the team serves multilingual users, enable automatic translation in TG-Staff (the standard version includes AI translation, and the professional version supports Google professional translation and DeepL professional translation). This allows customer service to respond to users in different languages ​​without having to switch tools.
• Regular review of permission logs: TG-Staff provides operation logs to record the session processing behavior of each customer service. Spend 5 minutes every week to check and find abnormalities in time (such as a customer service member frequently transferring conversations).
• Use the session transfer function: When customer service encounters a problem that cannot be solved, the conversation can be transferred to other customer service or groups with one click, along with notes. This is more efficient than manually copying messages.
• Avoid permissions that are too broad or too narrow: If a customer service only has “view” permissions but cannot reply, efficiency will be reduced. On the other hand, if you have the “Delete Project” permission, the risk is high. Always follow the principle of least privilege.

Frequently Asked Questions and Troubleshooting

**Q1: Customer service cannot see any sessions after logging in, what should I do? **

• Cause: Project permissions may not be assigned, or the diversion scope is set too narrowly (such as pointing to a non-existent label).
• Solution: Check the customer service’s permission configuration to ensure that “View Sessions” is checked in “Project Permissions” and the “Diversion Scope” contains actual labels.

**Q2: Customer service can send messages, but cannot see the user’s historical messages? **

• Cause: The “View historical sessions” option is not checked in the permission configuration (some versions need to be turned on separately).
• Solution: When editing permissions, find the option related to “Session History” and check it.

**Q3: The diversion rule does not take effect, and all sessions are still displayed to all customer service? **

• Cause: “Global Mode” may be enabled or the rules may not be saved.
• Resolution: Go into “Session Routing” to check the rule status and make sure it is enabled and has the correct priority. If multiple rules are used, pay attention to the order of priority (the most specific rule should be listed first).

**Q4: How to adjust the diversion scope of multiple customer services in batches? **

• Solution: On the “Team Members” page, select multiple customer service personnel and click “Batch Edit” or “Batch Assign Roles”. If you can’t find this feature, you can edit it one by one, or contact @tgstaff_robot for help.

**Q5: How to quickly revoke permissions after customer service leaves the company? **

• Solution: Find the customer service on the “Team Members” page and click “Delete” or “Disable”. Access to the console is immediately blocked and sessions they are working on are automatically transferred.

Summary: From permission configuration to efficient customer service operations

Configuring Telegram Project Customer Service permissions is not a one-time task, but an ongoing process that accompanies the growth of the team. Starting from the “all customer service” model, to fine-grained diversion by business line, to dynamically adjusting rules - every step can improve team collaboration efficiency and reduce confusion.

Now, you can practice the above steps in the TG-Staff console. If you encounter problems, check the official documentation or contact @tgstaff_robot directly for real-time support.

Sign up now for [TG-Staff free trial] (https://app.tg-staff.com/) to experience the full functionality for 3 days, starting from permission configuration to create an efficient Telegram customer service operation system.