TG Customer Service System Agency Operation Guide: A Complete Solution for Multi-Client Bot and Agent Permission Management

When an agency manages multiple clients, each with their own Telegram Bot, the traditional approach requires agents to log in to multiple Telegram accounts on their phones and computers. As messages pile up, confusion sets in—sending to the wrong client, missing replies, and permission chaos. Worse still, every handover requires manually forwarding chat histories, leading to poor customer experience and high internal management costs.

A unified TG customer service system can solve these problems. This article focuses on TG-Staff’s feature set, covering permission isolation, session routing, internal control and compliance, and automated operations, providing a practical guide for agency teams.

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Why Do Agencies Need a Unified TG Customer Service System?

When managing multiple client Bots, agency teams typically face three core pain points:

• Inefficient multi-account switching: Agents need to log in to multiple Telegram accounts simultaneously, switching back and forth, which leads to missed messages and an inability to see all pending sessions across clients in one interface.
• Difficult permission and data isolation: Agent A handles client X, Agent B handles client Y. If using the same Telegram account, data is completely mixed; if using separate accounts, management costs skyrocket.
• No handover or collaboration records: When an agent leaves or shifts change, chat histories are hard to transfer completely, forcing customers to repeat their issues—poor experience.

TG-Staff treats each client Bot as an independent project. Agents log in to a web portal with a single account and can see all authorized projects. All session records, user profiles, and operation logs are stored centrally, but permission isolation ensures that data for each client remains invisible to others.

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Permission Model for Multi-Client Scenarios: How to Achieve Data Isolation and Operational Control?

The core requirement for agencies is: an agent can only see the data they are supposed to see and cannot operate other clients’ Bots without authorization. TG-Staff’s permission model is designed around two dimensions: “project” and “agent.”

Project-Level Permissions: An Independent Space for Each Client

In the TG-Staff console, you can create an independent project for each client and bind the client’s Bot Token. Each project has its own:

• Bot profile (avatar, name, description)
• Routing links and routing rules
• Content moderation keywords
• Session records and user profiles

After logging in, agents can only see the projects assigned to them. Projects are completely isolated; agents cannot access other clients’ Bots or session data.

Steps:

1. Click “Add Project” in the “Project Management” section of the console.
2. Enter the client’s Bot Token (obtained from BotFather).
3. Edit the Bot profile (avatar, name, description) without needing to switch to BotFather.
4. In the project settings, configure the customer service scope as “Designated Agents” and check the agent accounts that can access this project.

Agent Roles and Operation Scope Configuration

TG-Staff’s agent seats are provided according to the plan (Standard: 3, Professional: 5/20). You can set an independent operation scope for each agent account:

Configuration Item	Description	Recommended Agency Setting
Project Permissions	Which projects an agent can access	Group by client: Agent A is only assigned client X’s project
Project Agent Scope	Which agents are allowed to handle sessions for this project	”Designated Agents” mode, only check the corresponding agents
Operation Permissions	Whether agents can edit Bot profiles or modify routing rules	Admin retains global permissions; regular agents only have session handling permissions

Best Practice: It is recommended to set a “Project Admin” agent per client (e.g., team lead) with full operation permissions for that project, while regular agents only get session handling permissions to avoid accidental configuration changes.

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Session Routing and Handover SOP: A Standardized Process from Customer Inquiry to Agent Assignment

Agency teams handle a large volume of customer inquiries daily. Without a standardized assignment and handover process, chaos can ensue—“customers wait long without a reply” or “multiple agents reply to the same customer simultaneously.”

Multiple Uses of Routing Links (Magic Links) in Agency Operations

TG-Staff’s routing links are a powerful tool for agencies to drive traffic. You can generate independent short links for each client (e.g., https://app.tg-staff.com/abc123) for:

• Ad attribution: Place different short links on Facebook, Google Ads, and Twitter; the routing link automatically captures visitor IP, browser info, and URL parameters, helping you analyze which channel generates the most inquiries.
• Channel tracking: Generate dedicated short links for different campaigns (e.g., online exhibitions, WeChat posts, email marketing) for precise attribution.
• Precise onboarding: Users click the short link and are redirected to the corresponding client Bot without manual search or QR code scanning, reducing drop-off.

Operational Tip: It is recommended that agencies create 3–5 routing links per client Bot (by channel) and manage them centrally in the console’s “Routing Links” section. This feature is available from the Standard plan onward.

Routing Rule Configuration: Round-Robin vs. Online-First

TG-Staff supports two routing rules, which agencies can flexibly configure based on client inquiry hours:

• Round-Robin (default): New sessions are assigned to authorized agents in sequence. Suitable for teams with a fixed number of agents and uniform working hours.
• Online-First: Prioritizes agents currently online. Falls back to round-robin when all are offline. Suitable for scenarios with flexible shifts and the need for quick responses.

Recommended Agency Configuration:

• Daytime (9:00–18:00): Use “Online-First” to ensure customer inquiries are immediately assigned to online agents.
• Night or non-working hours: Use “Round-Robin” or enable Bot auto-reply (via visual command flow) to inform customers of a next-day response.

Session Transfer and Collaboration: Seamless Handover Between Agents

When an agent needs to change shifts or encounters a problem beyond their capability, the session transfer function ensures handover without losing context:

• Session Transfer: The current agent can directly transfer a session to another agent; the system records the transferor and recipient.
• Assignment History: The console displays the complete assignment history for each session, facilitating auditing.
• Private Notes (Professional): Agents can add internal-only notes to a session, recording customer preferences, to-do items, etc., which the new agent can view upon handover.

SOP Example:

1. Agent A receives a customer inquiry. After initial communication, they determine technical team involvement is needed.
2. Agent A clicks “Transfer” in the session interface, selects technical agent B, and adds a private note: “User reports Bot command not responding, suspected API issue.”
3. Agent B takes over, views the note and chat history, and proceeds directly without the customer repeating the issue.

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Content Moderation and Compliance: How Agencies Prevent Agent Errors?

When agencies manage multiple client Bots, the risk of agents sending incorrect messages multiplies. Especially for clients in Web3, cryptocurrency, or exchanges, a mistaken payment address or sensitive word could cause serious losses.

TG-Staff Professional offers Content Moderation (Internal Control) features to help teams establish an internal review mechanism:

• Risk Word Monitoring: Configure keywords to monitor, such as wallet addresses (TRC20/ERC20/BTC address fragments), sensitive words, competitor names, etc.
• Trigger Actions: Before an agent sends a message, the system automatically detects hits on risk words, then either prompts a second confirmation or blocks sending entirely.
• Audit Logs: All trigger records (agent, session, time, risk word) are viewable, aiding post-incident accountability and training.

Configuration Steps:

1. Go to the console “Content Moderation” → “Risk Phrases”.
2. Create a risk phrase (e.g., “Client X’s USDT receiving address”).
3. Add keyword: TRC20:xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx (address fragment is sufficient).
4. Associate it with the corresponding project and select the trigger action (pop-up confirmation or block sending).
5. Regularly review audit logs in “Trigger Records”.

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Improving Multi-Client Operations Efficiency: Batch Broadcasting and Automated Workflows

For operation teams managing multiple clients simultaneously, repetitive tasks are the biggest efficiency killer. TG-Staff offers two features that significantly reduce manual work:

• Batch Messaging: Send messages in bulk based on user segments (e.g., “active users in the last 30 days” or “users who haven’t completed registration”). Supports independent broadcast plans for each client bot, suitable for activity notifications, product updates, renewal reminders, etc.
• Visual Command Workflow: Drag-and-drop editor to build bot auto-replies with zero code. For example, set up welcome messages, FAQ menus, and auto-reply rules for each client bot. When customers inquire, the bot first answers common questions automatically, and complex issues are transferred to human agents, significantly reducing agent workload.

Example of Multi-Client Operation Efficiency:

• Client A needs to release a version update notification: In the TG-Staff console, select Client A’s project, create a broadcast task, segment by “active users”, and send the update announcement.
• Client B needs 7×24 automatic responses to common questions: Use the visual workflow editor to build a menu flow of “Product Introduction → Purchase Guide → Contact Customer Service”, allowing customers to handle most queries independently.

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Plan Selection and Cost Control: Which Version Should an Operation Company Choose?

When selecting a plan, operation companies mainly consider two factors: the number of clients managed and the depth of features needed.

Dimension	Standard (approx. 8.99/month)	Pro (approx.16.99/month)
Agent quota	3 agents	5/20 agents
Split links	✓	✓
Session routing	✓	✓
Content moderation	✗	✓
Unlimited translation/broadcast	Limited quota	Unlimited
User profiles and statistics	Basic	Pro
TG theme chat background	Solid color	Light/dark themes

Cost Control Tips:

• Purchase agent quota on demand: If your team has only 3 people, the Standard plan is sufficient; if your team has 10+ people, choose the Professional plan with 20 agent quota.
• Leverage annual payment discounts: For long-term use, annual payment is recommended, typically saving 15%–20% compared to monthly payment (subject to the official website).
• Free 3-day trial: Register to experience full features and verify if the solution fits your team’s workflow before paying.

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FAQ

Q: How many customer bots can one TG-Staff account manage simultaneously?

A: TG-Staff supports multi-project management. The Standard and Professional plans support different numbers of bot projects based on the plan. Please refer to the official website’s plan page for specific numbers. Each project has independent routing rules, agent permissions, and bot profile editing for data isolation.

Q: Can agents only access specific customer conversations to avoid seeing other customers’ data?

A: Yes. In TG-Staff’s project settings, you can set the project’s customer service scope to “Designated Agents,” allowing only certain agents to handle that customer’s conversations. Each agent, after logging into the web portal, can only see authorized projects and corresponding conversations, ensuring data isolation.

Q: How can agencies ensure agents don’t accidentally send messages meant for other customers?

A: In addition to project permission isolation, TG-Staff Professional offers content risk control (internal management) features. You can associate independent risk word lists with each project. The system automatically detects risk words (e.g., wallet addresses, sensitive terms) before agents send messages, triggering a pop-up for double confirmation or blocking the message, and logging triggers for auditing.

Q: How do conversation routing rules adapt to different customers’ busy and idle periods?

A: TG-Staff supports two routing rules: “Round Robin” and “Online First.” Agencies can configure independent rules for each project based on customer consultation peak hours. For example, use Online First during the day for quick response and Round Robin at night to avoid overloading a single agent.

Q: How can agencies track lead generation from different channels?

A: Use TG-Staff’s routing links (magic links). You can generate unique short links for each advertising channel (e.g., Facebook, Google Ads, Twitter). These routing links capture visitor IP, browser information, and URL parameters for attribution to specific channels, while automatically redirecting to the corresponding customer bot to start a conversation.

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Start Managing Your Multi-Client TG Customer Service System

TG-Staff provides agencies with a complete permission model, routing mechanism, and risk control tools, making multi-client management clear and controllable.

• Free 3-day trial: Register now at app.tg-staff.com to experience multi-project management and permission configuration.
• Read the docs: Dive into detailed setup for routing links and content risk control → docs.tg-staff.com
• Contact support: For questions, directly contact the official customer service bot → @tgstaff_robot

Use one unified TG customer service system to eliminate multi-account chaos and boost your agency team’s efficiency and professionalism.