TG Bot Customer Service Agency SOP: Complete Guide to Multi-Project Client Handover and Permission Management

If you are running a TG Bot customer service agency or planning to provide Telegram Bot customer service hosting for multiple clients, you must have encountered these scenarios: repeated confirmation of information during client handover, agents accidentally entering the wrong project conversation, and data from multiple projects mixing together, making auditing difficult. These issues not only affect operational efficiency but may also bring compliance risks.

Based on the TG-Staff platform, this article breaks down a standardized SOP from client handover, permission configuration, daily operations, to exit. This workflow is suitable for agency teams managing 3–20 agents, especially for cross-border, Web3, and overseas marketing scenarios.

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Three Core Challenges of Agency TG Bot Customer Service

Before formulating SOP, first identify the common pain points faced by agency teams:

Challenge	Typical Performance	Consequences
Chaotic client handover	After the client provides the Bot Token, the agency needs to configure it one by one and forgets to obtain key parameters (such as risk control rules, automatic translation language)	Repeated communication, delayed project launch
Permission loss of control	Agents can access all clients’ bots, or mistakenly send messages to the wrong project	Data leakage, client complaints
Low multi-project efficiency	Each client logs in to a different Bot admin backend independently, operators need to frequently switch accounts	Low work efficiency, error-prone

The core to solving these problems lies in: establishing a unified console and a refined permission model. TG-Staff is designed for this—it allows you to manage multiple Bot projects under one account and independently configure agent permissions, routing rules, and risk control strategies for each project.

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Step 1: Client Handover SOP — From Requirement Confirmation to Bot Integration

Requirement Confirmation Checklist: What You Need to Get from the Client

When an agency team takes on a new client, it is recommended to use the following checklist to confirm with the client one by one to avoid omissions:

• Bot Token: Obtain from @BotFather, be careful not to leak it to unrelated personnel.
• Customer Service Language: Is automatic translation needed? If so, confirm the source language and target language (e.g., Chinese → English).
• Business Scenario: Is it pre-sales consultation, after-sales support, or community management? This affects routing rules and auto-reply workflows.
• Risk Control Requirements: Is it necessary to monitor risk words in agent messages? For example, Web3 clients usually require agents to be prohibited from sending specific wallet addresses.
• User Segmentation Needs: Whether to conduct targeted mass messaging based on region, activity level, or tags.
• Existing Bot Configuration: If the client already has Bot auto-replies or menus, do they need to be migrated or rebuilt from scratch?

Using TG-Staff for Unified Multi-Project Management

After obtaining client information, perform the following steps in the TG-Staff console:

1. Create Project: Click “Add Project” and enter the client’s Bot Token. TG-Staff will automatically verify the Token’s validity and pull the Bot’s basic information.
2. Configure Project Info: Set the project name (recommended to use the client’s brand name), customer service language, and default routing rules.
3. Import Agents: Add the agent accounts responsible for this client from the agency team to the project, or create new agents.

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Step 2: Agent Permission Model — How to Assign Customer Service to Different Clients

For managed service teams, the biggest fear is an agent entering the wrong project. TG-Staff fundamentally solves this with the “Project Agent Scope” feature.

Project Agent Scope: All Agents vs. Specified Agents

Mode	Use Case	Permission Control
All Agents	Internal shared teams: all agents can handle all customer projects	Flexible, but requires agents to switch projects carefully
Specified Agents	Strictly isolated customers: each project only allows specific agents	High security, complete data isolation

Best Practices:

• For general clients, use “Specified Agents” mode, binding each client’s project to 2–3 dedicated agents. This way, even if other agents log into the console, they cannot see the project’s conversations.
• If a client has their own customer service team, you can add their staff as agents and assign permissions to that project, enabling hybrid operations.

Additionally, TG-Staff’s “agent quota” is provided per plan: 3 agents for the Standard plan, 20 agents for the Pro plan. If you need to configure dedicated agents for multiple clients, we recommend choosing the Pro plan to avoid insufficient agent slots.

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Step 3: Conversation Routing & Attribution — Optimize Customer Inquiry Handling

Managed service teams often need to handle inquiry spikes from multiple clients simultaneously. TG-Staff’s “Conversation Routing” feature automatically assigns new conversations, preventing agents from being idle or overloaded.

Routing Rule Options

• Round Robin (default): New conversations are sequentially assigned to agents with permission. Suitable for fixed agent count and balanced workload.
• Online First: Prioritizes currently online agents. Falls back to round robin when all are offline. Suitable for shift-based or part-time agent teams.

Attribution: Diversion Link

Managed service teams often need to provide ad campaign performance reports for clients. TG-Staff’s “Diversion Link” is an official domain short link (e.g., https://app.tg-staff.com/{code}). When a user clicks this link, the system captures the visitor’s IP, browser info, and URL parameters (e.g., utm_source).

Usage Flow:

1. Generate a diversion link for the project in the TG-Staff console.
2. Configure the link in the client’s ads (Google Ads, Facebook), social media posts, or emails.
3. User clicks the link → automatically redirected to the client’s bot → triggers auto-reply → transfers to human agent when needed.
4. View attribution data in the TG-Staff analytics panel and generate campaign reports.

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Step 4: Content Moderation & Compliance Control — Protect Both Managed Service Provider and Client

For managed service teams, content moderation is not just about protecting the client, but also protecting yourself. If an agent mistakenly sends sensitive information (e.g., unauthorized wallet addresses, competitor links), the managed service provider bears joint liability.

TG-Staff Pro includes built-in “Content Moderation” features:

• Risk Word Groups: Create independent risk word groups for each project. For example, Web3 clients can configure a group of TRC20/ERC20 wallet address fragments.
• Real-time Monitoring: Before an agent sends a message, the system automatically checks if it hits a risk word. If triggered, a pop-up asks for confirmation (can be configured to block sending directly).
• Audit Log: All trigger records (agent, conversation, time, risk word) are traceable for compliance review.

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Step 5: Daily Operations SOP—Batch Message Broadcasting and User Segmentation

In addition to handling customer service, managed service teams often need to execute operational outreach for clients. TG-Staff’s “Batch Message Broadcast” feature supports targeted messaging based on user segmentation (e.g., active users, new users, users with specific tags).

Recommended Workflow:

1. Segmentation: Create user segments in TG-Staff based on user profiles (language, number of conversations, last active time).
2. Content Preparation: If the client has multilingual needs, use the auto-translation feature (Standard plan includes AI translation; Pro plan supports Google/DeepL professional translation) to batch translate content.
3. Sending and Monitoring: Select a segment and send messages. The system records delivery status (success, failure, read).
4. Effect Analysis: Use split link attribution data to evaluate the consultation conversion rate from the broadcast.

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Step 6: Client Exit and Data Handover SOP

When a contract expires or the client decides to self-operate, the managed service team needs to exit orderly, ensuring complete and secure client data.

Handover Checklist:

1. Bot Token Return: Remove the project from the TG-Staff console and return Token ownership to the client (the client can reset it in BotFather).
2. Data Export: Export user profiles (tags, conversation history) and statistics. TG-Staff supports CSV export for easy import into other systems.
3. Agent Account Unbinding: Remove the managed service team’s agent access to the project.
4. Plan Unbinding: If the client uses your TG-Staff plan, cancel the association under “My Subscriptions,” or guide the client to subscribe independently.

Notes:

• Confirm data access rights with the client in writing before handover to avoid disputes.
• It is recommended to retain 30 days of audit log backups for potential disputes.

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Frequently Asked Questions

Q: Can a managed service team manage multiple client bots with one TG-Staff account?

A: Yes. TG-Staff supports multi-project management. You can add multiple bot projects within one console and assign different agent teams to different clients via project agent scope settings, achieving permission and data isolation. This feature is available in both Standard and Pro plans.

Q: How can historical conversation data be preserved during client handover?

A: TG-Staff automatically saves all conversation records and user profiles. During handover, simply add the client’s agent account in the console to view the complete history. It is recommended to confirm data access rights with the client before handover and export backups.

Q: How can managed service teams control agent permissions to prevent errors?

A: You can use TG-Staff’s “Project Agent Scope” feature to specify which agents can operate on each project. Additionally, the Pro plan supports “Content Moderation,” which monitors risk words in agent messages and retains audit records, effectively preventing accidental sending of sensitive information.

Q: How can hybrid operations be achieved if the client has their own customer service team?

A: You can add the client’s customer service staff as TG-Staff agents and assign corresponding project permissions. This allows both parties to collaborate on the same platform, using conversation transfer and note features (Pro plan) for seamless handover without switching tools.

Q: How is the plan cost calculated for managed Telegram bot customer service?

A: TG-Staff charges based on the number of agents and feature version. The Standard plan (approx. 8.99/month) is suitable for small teams, supporting 3 agents; the Pro plan (approx.16.99/month) supports 20 agents and advanced features like content moderation and unlimited translation. Multi-project usage incurs no additional fees. For details, see the pricing page.

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Next Steps

If you want to establish standardized SOPs for your managed Telegram bot customer service business, we recommend starting with a free 3-day trial of TG-Staff to experience multi-project management and permission models.

• Register for a trial now: https://app.tg-staff.com/
• View full documentation: https://docs.tg-staff.com/
• Contact support bot: @tgstaff_robot