Telegram session completion and reopening: complete customer service process guide for marking completed and reopening the session

In the Telegram Bot customer service scenario, completing and reopening sessions is one of the most common processes performed by the team. If not managed correctly, agents may repeatedly ask users for information they have already provided, and users may become confused because they are unable to continue the conversation. This article will start from the business scenario and explain in detail when to mark a session as completed, how to reopen the session, and the impact of these operations on the user experience. Whether you are using TG-Staff or another tool, this process is worth referencing.

Why do you need to manage Telegram session completion and reopening status?

The most direct value of managing session state is to avoid repeated communication. When the user’s problem has been resolved and the agent marks the session as “completed,” the system will clearly inform the user that the conversation is over. In this way, the next time the user contacts, the system will automatically assign a new agent instead of letting the previous agent continue to handle the ended consultation.

If session state is not managed, common problems include:

• Agent Confusion: Multiple agents see the same user’s session at the same time and don’t know who should follow up.
• Duplicate user complaints: The user thought the problem was solved, but the agent misoperation caused the session to not be closed. When the user sent the message again, the agent may mistakenly think that there was a new problem, causing the user to repeat the description.
• Missing service closed loop: Without a clear completion mark, the team cannot count key data such as customer service processing volume and response time, making it difficult to optimize the process.

Managing session completion and reopening is essentially to establish a clear set of customer service closed-loop rules for the team to improve user satisfaction.

Business scenarios and operation steps for session completion

When is it appropriate to mark a session as completed?

Not all conversations need to be marked immediately after they end, but the following types of scenarios typically need to be marked as “completed”:

• User confirmation that the problem has been solved: The user clearly stated “Thank you”, “Resolved”, “Okay” and other confirmation messages in the conversation.
• The user leaves the conversation for more than the set time: For example, if the user does not respond for 30 minutes after the last message, the agent can actively mark it as completed. TG-Staff supports setting timeout automatic completion rules to avoid manual missed operations.
• The agent actively ends the consultation: For example, if the user consults a non-business issue (such as a message sent by mistake), the agent can end it directly after confirmation.
• Users confirm the end of the service through other channels: For example, after confirming by phone or email, the mark needs to be synchronized in the Telegram session.

Premature marking scenarios to avoid:

• Do not mark completed while the user is still typing (typing).
• When the user only replies “OK” but does not confirm that the problem has been solved, it is recommended to wait for clear confirmation.
• When a user’s problem requires cross-department coordination, it is recommended to mark it as “Pending” instead of “Completed” unless there is a subsequent automatic transfer mechanism.

Operational process of marking session completion

Taking TG-Staff as an example, the steps to mark session completion are as follows:

1. Login to the console: Open [TG-Staff Application Console] (https://app.tg-staff.com/) and log in using your team account.
2. Find active sessions: Select “Conversation List” on the left menu and filter out sessions with “In Progress” or “Pending” status. Typically these sessions are sorted by time, with the newest on top.
3. Enter session details: Click on the user session that needs to be marked, and the complete chat record will be displayed on the right.
4. Click the “Mark Complete” button: In the upper right or bottom action bar of the session details page, find the “Mark Complete” button (usually a check icon or text button). After clicking, the system will pop up a confirmation pop-up window.
5. Confirm operation: The pop-up window will prompt “After the marking is completed, the user will no longer be able to send messages in this conversation.” Click “Confirm” to complete.

After marking is completed, the session will automatically be moved to the “Completed” list, which agents can view at any time in the history, but will not appear in active sessions.

How to reopen a completed session?

Which scenarios require restarting the session?

Reopening a session is uncommon, but it is necessary in the following scenarios:

• Subsequent supplementary information by the user: For example, if a user adds key details of a previous question via email or phone call, it needs to be recorded in the original session to avoid information fragmentation caused by a new session.
• Agent accidentally operated Mark Complete: The agent accidentally clicked “Mark Complete”, but the user problem has not been resolved. Reopening can quickly resume the conversation without requiring the user to reconnect.
• User actively requests to continue following up on the same issue: When the user contacts again through other channels (such as Bot menu), if the agent determines that it belongs to the same issue, reopening it is more efficient than creating a new session, because the historical records are all there.
• Second follow-up: For example, if a user has previously inquired about a product failure, and after the agent marking is completed, a follow-up visit is required to confirm whether it has been repaired. Reopening a session preserves the context of the previous communication.

Differences between reopening and creating a new session:

• Reopen: All historical messages, tags, and user portrait data of the original session are retained. The client can continue to send messages directly without re-describing the problem.
• New: The user needs to communicate with the agent from the beginning, and the previous information will not be automatically brought in. Suitable for a completely different problem.

Permissions and operation procedures for reopening a session

Reopening a session usually requires elevated permissions, as an incorrect action can disrupt your team’s workflow. In TG-Staff, the restart operation is generally only available to administrators or specific roles.

The steps are as follows:

1. Login to the console: Log in to the [TG-Staff application console] (https://app.tg-staff.com/) using an account with reopening permissions.
2. Find the completed session: Switch to the “Completed” or “History” tab in the “Conversation List” and filter out the sessions that need to be reopened by user name, time or label.
3. Click the session to enter details: Check the history to confirm that it really needs to be reopened.
4. Click the “Reopen” button: In the upper right corner of the session details page or in the bottom action bar, find the “Reopen” button (usually a circular arrow icon). After clicking, the system will pop up a confirmation pop-up window.
5. Confirm Reopen: The pop-up window will prompt “After reopening, users will be able to continue sending messages in this session.” Click “Confirm”.

After successful reopening, the conversation will reappear in the “In Progress” list, the client will receive a system notification (such as “Session has been reopened”), and the user can continue to send messages in the original conversation.

Impact of session completion and reopening on user experience

From a user perspective, session completion and reopening directly affect how they feel.

When marking complete:

• If the agent marks completion after the user confirms, the user usually will not feel abrupt, but will feel that the service process is clear.
• But if the user is suddenly marked as completed while they are still waiting for a reply, the user will feel “hang up” and may even become dissatisfied. Therefore, be sure to confirm that the user has no further questions before marking. If the user does not reply for a long time, it is recommended to send a message saying “If there are no other questions, I will end this conversation” and wait 1-2 minutes before marking.

When reopening the session:

• After reopening, users do not need to repeat the previous questions, and the experience is much better than creating a new session. But be careful: if the agent does not look at the history when restarting and directly asks “How can I help you?”, the user may feel that the agent is unprofessional.
• It is recommended that agents confirm whether the user’s previous problems have been resolved after reopening the service before continuing communication. For example: “Hello, I saw that you have asked about XX before. Is there anything you need to add now?”

Optimization suggestions:

• In the client prompt message, clearly state “Session has been completed” or “Session has been reopened” to avoid user confusion.
• Set automatic reply rules: for example, after marking is completed, a thank you message will be automatically sent; after reopening, a confirmation message containing a summary of historical issues will be automatically sent.

Frequently Asked Questions (FAQ)

**Q1: Can users still see the history of completed sessions? ** A: Yes. In the user’s Telegram, the historical messages of the completed conversation are still visible, but new messages cannot be sent. The user needs to retrigger the Bot menu or send a new message to create a new session.

**Q2: After reopening the session, will the previous labels and user portraits be retained? ** A: Yes. In TG-Staff, reopening a session will not clear the session’s tags, user portraits, and all historical messages. The data will be retained intact and agents can continue to use it.

**Q3: How to prevent agents from mistakenly marking completed? ** A: It is recommended that the conditions for mark completion (such as user confirmation or timeout) be clearly stated in the team specifications, and the option “mark completion requires secondary confirmation” in TG-Staff. In addition, agents are regularly trained to emphasize the need to recover through restarting operations after mislabeling.

**Q4: If the user sends “Contact Customer Service” through the Bot menu after being marked, will a new session be created or the old session reopened? ** A: Normally the system will create a new session. New by default unless the team has configured automatic reopening rules (such as if the user contacts the same issue again within 24 hours). Specific rules can be adjusted in the “Session Settings” of TG-Staff.

**Q5: After reopening the session, will the original agent be automatically assigned? ** A: Not necessarily. After reopening, the session will enter the “unassigned” state, and the system will reassign the agents based on routing rules. If you need to specify the original agent, you can manually assign it after restarting.

Best Practice: Build an efficient session completion and reopening process

To allow teams to more smoothly manage Telegram conversations, it is recommended to develop the following internal guidelines:

1. Clear completion conditions:

   • After the user explicitly confirms that the problem is resolved, the agent marking is completed.
   • If the user does not respond for more than 30 minutes, the agent can actively mark the request as completed (and send a message to inform).
   • Avoid flagging when the user is typing or clearly has follow-up questions.

2. Set timeout auto-complete rules:

   • Configure “automatic end of session” in TG-Staff: for example, if there is no reply 30 minutes after the user’s last message, it will be automatically marked as completed. This reduces manual operations, especially at night or during non-working hours.

3. Establish a reopening approval mechanism:

   • The designated administrator or team leader has the permission to reopen, and ordinary agents need to apply for reopening through @tgstaff_robot or internal communication tools.
   • Before reopening, it is recommended to check the history to confirm that it is indeed necessary.

4. Regular review of session status data:

   • Check the number of “completed” and “reopened” sessions every week or month, and analyze the reasons for reopening. If the reopening ratio is too high (for example, more than 5%), it means that the conditions for marking completion may be too loose, or there may be many incorrect operations by agents.
   • Use the statistical function of TG-Staff to track average response time, completion rate and other indicators.

5. Training and Documentation:

   • Write the above process into the team knowledge base and train new agents regularly.
   • See more setup details in the TG-Staff documentation (docs.tg-staff.com).

Conclusion and action suggestions

Managing the completion and reopening of Telegram sessions is a basic action to improve customer service efficiency and ensure user experience. Whether it is the timing of marking completion or the permission control of reopening a session, the team needs to establish clear norms and strictly enforce them.

If you are using Telegram Bot for customer service or community operations, it is recommended to check the current session management process immediately:

• Do all agents know when marking is complete?
• Are timeout autocomplete rules set?
• Are the permissions for reopening sessions allocated appropriately?

TG-Staff provides a complete set of session management functions, from mark completion, automatic timeout to reopening permission configuration, all can be easily completed in the web console. You can try it for free for 3 days to see for yourself how these features work.

ACT NOW:

• Register for trial: https://app.tg-staff.com/
• Check the detailed settings of session management: https://docs.tg-staff.com/
• Contact customer service to get team configuration suggestions: @tgstaff_robot