TG Customer Service System Workbench Complete Tutorial: Agent Chat, Transfer, and Asset Library Management

When your team uses a Telegram Bot to handle customer inquiries, but finds messages scattered across multiple admin phones, slow response times, and an inability to track the processing status of each conversation, a unified TG customer service system workbench becomes a necessity. TG-Staff’s Web Workbench addresses this exact problem: it aggregates all messages from Telegram users into a single panel, allowing agents to handle, transfer, reply, and tag all operations in a browser after logging in, without needing to constantly switch between phones or clients.

This article takes an agent’s perspective, walking you through every core feature of the workbench step by step: from login and conversation list management, to quick replies, asset library, and conversation transfer, and finally providing a daily closing checklist. Whether you’re a newcomer evaluating a TG customer service system or an operations manager looking to optimize existing workflows, this tutorial will help you get started quickly.

What is the TG Customer Service System Workbench? Understanding the Core Panel at a Glance

The “workbench” refers to the main interface agents use to handle Telegram conversations after logging into the TG-Staff console. It’s not just a simple chat window; it’s a comprehensive panel integrating conversation management, user information, quick actions, and collaboration tools. A typical workbench includes the following four core areas:

• Conversation List: Located on the left, displays all pending, active, and ended conversations in a list format. Supports search, sorting, pinning, and tag filtering.
• Chat Window: The main central area showing the complete message history of the selected conversation, supporting text input, file sending, and access to quick replies and the asset library.
• User Information Panel: Located on the right (or as a sidebar), displays the current user’s Telegram profile, tags, and historical conversation summary (Pro version includes user profiles and statistics).
• Quick Action Area: Usually positioned above the input box or in the sidebar, containing quick reply buttons, asset library access, conversation transfer, automatic translation toggle, etc.

Once you understand these four areas, every subsequent step will be easy to locate.

Step 1: Log into the Workbench and Understand the Conversation List

From Registration to First Login

1. Visit https://app.tg-staff.com/ and register an account.
2. After registration, you’ll enter a 3-day free trial, automatically getting Standard plan permissions.
3. In the console’s “Projects” page, add your Telegram Bot and complete authorization (simply paste the Bot Token as prompted).
4. Return to the console homepage, click the “Workbench” entry, and you’ll see the conversation list page.

Composition of the Conversation List

The conversation list is sorted in reverse chronological order by default, with each conversation displaying the following information:

• User Avatar and Nickname: The user’s Telegram display name.
• Latest Message Summary: The first 20–30 characters of the most recent message.
• Timestamp: The sending time of the latest message.
• Status Tag: Three colors differentiate—gray for “Pending”, blue for “In Progress”, green for “Ended”.
• Priority Markers: Admins or agents can manually pin (fix to the top of the list) or add custom tags (e.g., “VIP Customer”, “Technical Issue”).

Conversation Status and Priority Markers

• Pending: The user has sent a new message, but no agent has taken it yet. Click to start handling, and the status automatically changes to “In Progress”.
• In Progress: The conversation you are currently handling. Even if you switch to another conversation, this one remains in the list for easy return.
• Ended: After an agent manually ends the conversation, it moves to historical status and no longer appears in the active list.

Priority Marking Tips: Use the pinning feature for important customers (e.g., paying users, complainants), and combine it with tags (e.g., “High Priority”) for quick filtering. Enter a tag name in the search box at the top of the conversation list to display only conversations under that tag.

Tips for Handling Multiple Concurrent Conversations

When multiple users are inquiring at the same time, it’s recommended to process in the following order:

1. First, scan the “Pending” list, prioritizing conversations with the longest wait time or those tagged as “Urgent”.
2. For complex issues that cannot be resolved immediately, first reply with “Please wait, I’m looking up information,” then switch to other simple conversations for quick handling.
3. Use the “In Progress” grouping in the conversation list to jump back to previously half-processed conversations at any time, avoiding omissions.

Step 2: Master the Chat Window and Core Interactions

After entering any conversation, the central window is the core area for agents and users to chat in real time. Basic operations include:

• Send text messages: Type directly in the input box at the bottom, press Enter or click the send button.
• Send files/images: Click the attachment icon on the left side of the input box to select files from your local device.
• Auto-translation: If the user speaks a different language, click the translation button above the input box to enable automatic translation. The Standard plan and above support AI translation, while the Professional plan also lets you choose Google or DeepL professional translation engines. Once enabled, outgoing messages are automatically translated into the user’s language, and incoming messages are translated into the agent’s language.
• View user info: The right panel displays the user’s Telegram ID, username, first conversation time, and conversation count. The Professional plan also shows user profiles (e.g., common languages, active hours, tag distribution) and historical conversation records.

Tip: In the input box, use the @ symbol to quickly bring up the quick reply list (see next step) without manually clicking the menu.

Step 3: Boost Efficiency with Quick Replies and Media Library

Repeating the same content (e.g., “Please provide your order number,” “Thank you for your inquiry”) is the biggest killer of customer service efficiency. The TG-Staff workspace has two built-in tools: quick replies and a media library.

Creating and Organizing Quick Replies

Creation Steps:

1. Find the “Quick Replies” management entry in the top right of the workspace or in the settings menu.
2. Click “New Quick Reply,” enter a trigger keyword (e.g., order) and the reply content (e.g., “Hello, please provide your order number and we will look it up as soon as possible.”).
3. Optional: Add a category to the reply, such as “FAQ,” “Greetings,” or “Closing.”

How to Use:

• Type /order in the input box and press Enter; the system automatically replaces it with the full reply.
• Or click the quick reply button above the input box and select from the list.

Category Suggestions: Group by business scenario, e.g., “Pre-sales,” “After-sales,” “Technical Issues.” Within each group, further divide by specific issues. Agents only need to remember keyword prefixes to send standard replies instantly.

Managing and Using the Media Library

The media library stores files, images, videos, or links you frequently send to users.

Uploading and Using:

1. Go to “Media Library” in the workspace settings.
2. Click the “Upload” button and select local files (supports JPG, PNG, PDF, Word, MP4, and other common formats).
3. After uploading, the media appears in the list, searchable by name.
4. During a conversation, click the media library icon above the input box, select the appropriate media, and send it directly to the user.

Step 4: Master Session Transfer and Collaboration

When an agent cannot resolve a user issue independently (e.g., needing technical colleague involvement or cross-department collaboration), the session needs to be transferred to another agent or group.

How to Transfer a Session

1. In the session window, click the “Transfer” button in the top-right menu.
2. A popup displays a list of all online agents in the current project (visibility based on permissions).
3. Select the target agent; optionally fill in transfer notes (e.g., “User reports payment failure, please have tech team investigate”).
4. Click confirm. The session is removed from your “In Progress” list and appears in the target agent’s “Pending” list.

Collaboration Tools: Transfer Records & Private Notes (Pro Version)

• Transfer Records: After transfer, the system generates a record containing the transferor, recipient, time, and notes. Admins can view the full transfer history in the backend.
• Private Notes: The Pro version allows adding private notes to a session (visible only to yourself), for recording special user requirements, to-do items, or internal reminders. Notes are not sent to users, serving as a private notebook for agents.

Step 5: Post-Session Handling and Checklist

Properly ending a session helps keep data clean and facilitates future reviews.

How to Properly End a Session

1. Confirm that the user’s issue is resolved, or clearly inform them of next steps.
2. Click the “End Session” button in the top-right corner of the conversation window.
3. In the popup, you can add final notes (e.g., “Resolved: user confirmed order refunded”) and select tags (e.g., “Resolved”, “Pending Follow-up”).
4. After confirmation, the session moves to the “Ended” list.

Agent Daily/Per-Shift Wrap-Up Checklist

• Check the “Pending” list for any unhandled sessions. Respond or transfer as soon as possible.
• For each session in the “In Progress” list, confirm it has been ended or transferred to avoid “zombie sessions”.
• Add notes and tags for important sessions of the day for easy future reference.
• If needed, update quick reply templates or the media library (e.g., add replies to frequently asked questions from today).
• Check for any missed user private messages (some users may send non-standard inquiries via Bot).

FAQ

Q: What is the difference between “Pending” and “In Progress” sessions in the workspace?
A: “Pending” refers to sessions where the user has sent a new message but no agent has taken it yet. The status tag is gray. “In Progress” means sessions you are currently handling, with a blue status tag. You can click any session in the “Pending” list to start serving, and the status will automatically change to “In Progress”.

Q: Can I handle multiple user sessions simultaneously in the workspace?
A: Yes. TG-Staff supports parallel handling of multiple customer service sessions. You can click different sessions in the list to switch, and all in-progress sessions remain in the “In Progress” list for quick return. Be sure to prioritize to avoid long wait times.

Q: How can I quickly send common replies in the workspace?
A: Find the “Quick Reply” button above the chat input or in the sidebar. Click it and select from preset templates. For greater efficiency, type a trigger keyword (e.g., /order) and press Enter; the system automatically replaces it with the full reply. It’s recommended to configure common templates by scenario in the settings in advance.

Q: After a session is transferred, can the original agent still see the chat history?
A: After transfer, the original agent’s “In Progress” list will no longer show the session, but admins and the receiving agent can still view the full history. If you need to keep records, add notes before transfer (e.g., “User has described the issue, please refer to this note”).

Q: What file types does the media library support?
A: The media library supports mainstream formats, including images (JPG, PNG), documents (PDF, Word), videos (MP4), etc. For specifics, refer to the upload prompts. It’s recommended that teams prepare common files (e.g., product manuals, FAQ PDFs) and upload them to the media library for all agents to access.

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Next Step: Try the TG Customer Service Workspace Now

To get hands-on experience, we recommend registering for a free 3-day trial: visit https://app.tg-staff.com/ to start. During the trial, all features of the Standard plan (including distribution links, session routing, quick replies, and media library) are available.

For deeper learning on advanced features (e.g., auto-translation configuration, content moderation settings, professional user profiles), check the official documentation: https://docs.tg-staff.com/. If you encounter issues, contact the customer service Bot directly: @tgstaff_robot.