TG Bot Customer Service System Troubleshooting Guide: Solutions for Agent Login, Session Sync, and Distribution Failure

Teams using Telegram Bot for customer service have likely encountered these frustrating moments: agents suddenly unable to log into the console, customer messages sent but no response on the agent side, or carefully configured session distribution rules suddenly failing—customers being assigned to offline agents. These issues not only affect customer service efficiency but can also directly lead to customer churn.

This article, based on the TG-Staff platform, compiles a troubleshooting workflow for common issues in TG Bot customer service systems. Whether you are using TG-Staff or other SaaS tools, these steps can help you quickly pinpoint problems, restore operations, and reduce customer wait times.

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Agent Login and Access Troubleshooting

When an agent cannot log into the web console, receives a “insufficient permissions” error, or the session interface fails to load, follow the steps below in order.

Check Network and Browser Compatibility

• Browser Selection: The TG-Staff console works best with the latest versions of Chrome and Firefox. If using Safari or Edge, switch to Chrome and update to the latest version.
• Cache and Cookies: Clear browser cache and cookies, then revisit https://app.tg-staff.com/. Some browser extensions (e.g., ad blockers) may interfere with WebSocket connections; try logging in incognito mode.
• Corporate Network Restrictions: If agents work on the company intranet, check if a VPN or firewall blocks the WebSocket port of app.tg-staff.com. Try switching to a mobile hotspot for testing.

Verify Account Permissions and Subscription Status

The most common reasons for login failure are incorrect permission settings or an expired subscription.

• Permission Assignment: Log into the project admin account, and under “Project Settings” → “Staff Management”, confirm that the agent has been added and granted operation permissions for at least one project. If the agent is not associated with any project, they will see only a blank page after login.
• Subscription Status: Check the current subscription validity by clicking the avatar in the top-right corner → “My Subscription”. The free trial lasts only 3 days; after expiration, all agents will be unable to log in. You need to renew to the Standard or Professional plan to restore access.
• Agent Quota: Verify that the number of used agents does not exceed the plan limit.

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Session Desync and Message Delay Issues

Desynchronization between agent and Telegram user messages, loss of history, or message delays are usually related to network connections or feature configurations.

Refresh the Session List and Check Network Connection

• Manual Refresh: On the console session list page, click the refresh button in the top right corner (or press F5) to see if the session list updates. If no new sessions appear after refreshing, check if a “WebSocket Disconnected” prompt appears in the bottom right corner of the browser.
• Keep Page Active: A console page that has been idle for a long time may enter a suspended state, interrupting real-time message push. It is recommended that agents click anywhere on the page every 30 minutes, or enable the browser’s “Keep Page Active” feature.
• Network Stability: Use ping app.tg-staff.com to test network latency. If the packet loss rate is > 5%, the network is unstable; consider switching network environments.

Confirm the Impact of Auto-Translation and Content Moderation

If auto-translation or content moderation (Pro version) is enabled, some messages may behave abnormally:

• Translation Delay: The Standard version has a daily translation quota. If the quota is exhausted, new messages will first appear in the original language, and translations may be delayed by a few minutes. You can check the remaining quota in the console under “Project Settings” → “Auto Translation”.
• Content Moderation Blocking: In the Pro version, if an agent sends a message containing a risk word (e.g., a crypto wallet address), the system will pop up a confirmation or directly block the message. If a customer reports they sent a message but the agent didn’t receive it, check the content moderation trigger log (console “Internal Control” → “Trigger Records”) to see if it was blocked.

Quick Test Method: Temporarily disable auto-translation and content moderation, then send a test message. If the issue disappears, it is caused by feature configuration; adjust the settings gradually.

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Session Diversion Failure and Diversion Link Troubleshooting

Diversion rules not working, diversion links not redirecting, or attribution data loss are among the most troublesome issues for operations teams. The following troubleshooting steps apply to TG-Staff’s “Session Diversion” and “Diversion Link” features.

Check Diversion Rule Configuration and Agent Online Status

TG-Staff supports two diversion rules: Round Robin (default) and Online Priority. If customers are being assigned incorrectly, follow these steps:

1. Confirm Rule Type: Go to “Project Settings” → “Session Diversion” and check the current rule. If “Online Priority” is selected, the system will prioritize online agents; if all agents are offline, it falls back to round robin.
2. Agent Online Status: Check if all authorized agents are actually online. An agent who opens the console page but remains inactive for a long time may be marked as “Idle” instead of “Online”. It is recommended that agents keep the page active during their shifts.
3. Agent Scope: In the diversion rule, you can set “All Agents” or “Specified Agents”. If “Specified Agents” is selected but no agents are checked, the diversion will not take effect.

Verify Diversion Link (Magic Link) Validity

Diversion Links are official domain short links provided by TG-Staff for ad campaign attribution. If the link fails to redirect or attribution data is lost:

• Link Expiration: Diversion links are valid by default for a long time, but if the project is deleted or the link is manually disabled, accessing it will show a 404. Check the status in “Project Settings” → “Diversion Links”.
• Telegram Client Compatibility: Some third-party Telegram clients (e.g., Plus Messenger) may not support URL redirection. It is recommended that users open the link with the official Telegram client.
• Attribution Data Loss: Diversion links capture visitor IP, browser information, and URL parameters. If attribution data is missing, check whether the browser blocks third-party cookies (some privacy modes disable them). It is recommended to use unique diversion links for ad campaigns and review visit records in the console under “Data Statistics”.

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Other Common Operational Issues and Precautions

The following edge cases are also worth noting:

• Bot profile edit failure: If you encounter an “update failed” message when editing the bot’s avatar, name, or description in the console, it may be due to Telegram API rate limiting. Wait 5 minutes and try again.
• Low message delivery rate for bulk broadcasts: When sending bulk messages, if many users do not receive them, check whether the user segmentation conditions are correct (e.g., whether “Active users only” is selected). Additionally, Telegram itself imposes rate limits on bot-initiated messages. TG-Staff sends messages in a queue, but in extreme cases (e.g., sending to 100,000 users at once), there may be delays of several hours.
• False positives in crypto wallet address monitoring: The content moderation feature in the Pro version monitors messages sent by agents for risky words. If a normal message (e.g., discussing TRC20 technical details) is falsely flagged, you can remove the address from the monitoring list under “Internal Control” → “Risk Word Groups”, or adjust the trigger rule to “Popup confirmation only” instead of “Block sending”.

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How to Contact TG-Staff Technical Support

If the above steps do not resolve the issue, you can get help through the following channels:

• Official Customer Service Bot: Contact @tgstaff_robot directly and describe your issue (it is recommended to attach console screenshots and operation steps).
• Documentation Center: Visit https://docs.tg-staff.com/ and search for keywords (e.g., “split links”, “content moderation”) to view detailed configuration guides.
• In-console Feedback: After logging into the console, click the “Help” button in the lower right corner to submit a ticket. Responses are usually given within 1-2 business days (Standard and Pro versions receive priority processing).

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Frequently Asked Questions

Q: An agent receives a “Account does not exist” or “Insufficient permissions” error when logging in. What should I do?

A: First, confirm that the agent account has been added to the console and assigned project permissions. Then check whether the subscription has expired (the free trial lasts 3 days; renewal is required after expiration). If the problem persists, contact the project administrator to check if the agent quota is full.

Q: Why are customers still assigned to offline agents even though I set online priority distribution?

A: In online priority mode, if all authorized agents are offline, the system automatically falls back to round-robin distribution rules. Ensure at least one agent stays online, or check whether the distribution rule is set to “Specific agents” instead of “All agents”.

Q: Chat history suddenly disappeared. Can it be recovered?

A: TG-Staff saves chat records but does not retain them permanently (specific retention periods depend on the subscription plan). It is recommended to regularly export important chat data. If chat synchronization issues occur, refresh the page or log back into the console.

Q: The auto-translate feature causes message sending failures. How do I turn it off?

A: Go to “Project Settings” in the console and toggle off the “Auto-translate” switch. If the issue persists after turning it off, check whether the translation quota has been exhausted (the Standard version has a daily quota limit).

Q: Crypto wallet address monitoring falsely flagged a normal message. How can I adjust it?

A: In the “Content Moderation” settings of the Pro version, you can edit risk word groups to remove the falsely flagged address from the monitoring list or adjust the trigger rule (e.g., change to block only instead of popup confirmation). It is recommended to regularly review trigger logs and optimize the risk word library.

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Conclusion and Action Recommendations

The key to troubleshooting TG Bot customer service systems lies in a layer-by-layer check of “network → permissions → configuration → features.” The steps outlined in this article cover the three most common failure scenarios: login, session synchronization, and distribution, helping your team quickly restore operations.

If you are looking for a stable and feature-rich TG Bot customer service platform, give TG-Staff a try:

• Register now for a 3-day free trial: https://app.tg-staff.com/
• View the full documentation: https://docs.tg-staff.com/
• Have questions? Contact the customer service bot: https://t.me/tgstaff_robot

Reduce customer wait times, starting with a proper troubleshooting approach.