TG-Staff Staff Seat Complete Guide: From Creating Seats to Daily Reception — Telegram Customer Service Workflow

If you’re using a Telegram Bot for customer service or community management, you’ll eventually face the same problem: when the volume of inquiries increases, one person simply can’t keep up. You need to distribute conversations among multiple colleagues, but you don’t want to grant full admin access to the Bot — after all, admins can change configurations, view data, and pose high risks.

This is the core problem that TG-Staff Staff Seat solves. A staff seat is an independent web login account. Staff members can only log in to the workspace to handle users; they cannot modify project settings or plans. This article will take you through the complete process from scratch: what a staff seat is, how to create one, how to configure routing and collaboration, and advanced tips and best practices for daily reception.

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What is a TG-Staff Staff Seat?

A Staff Seat is an independent web account on the TG-Staff platform used to handle Telegram users. Each seat has its own login credentials. By accessing the web workspace (app.tg-staff.com) via a browser, staff can chat with Telegram users in real time, two-way.

The number of seats is limited by your plan:

• Free Trial: 3 seats are provided by default, allowing you to experience the full features.
• Standard Plan: Supports 3 or 5 seats (check the official pricing page for details), suitable for small teams.
• Professional Plan: Supports 20 seats, suitable for medium to large teams or scenarios requiring multi-project management.

Staff Seat vs Admin: Permission and Responsibility Division

Many teams initially confuse “Bot Admin” with “Customer Service Staff,” but their permissions are completely different:

Role	Scope of Operations	Typical Responsibilities
Admin	Project settings, plan management, seat management, data statistics, risk control config	Configure Bot, manage team, view reports
Staff	Only log in to the web workspace to handle users; operations limited by project permissions	Reply to messages, add tags, transfer conversations, use translation

Simply put: Admins “set the stage,” while staff “perform.” Granting admin permissions to customer service personnel poses security risks — they might accidentally change configurations or see data they shouldn’t. Using staff accounts allows you to precisely control each person’s operational boundaries.

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How to Create and Configure Customer Service Agents

The process of creating agents in the TG-Staff console is straightforward. Here are the complete steps:

1. Log in to the console: Visit app.tg-staff.com and log in with an admin account.
2. Enter project settings: In the left navigation, find the Bot project you need to configure and click to enter project details.
3. Select “Agent Management”: In the project settings menu, find the “Agents” or “Staff” option.
4. Add an agent: Click “Add Agent” and enter the agent’s email or username (email is recommended for receiving invitation notifications).
5. Configure project permissions: Select the project scope the agent can access (see next section for details).
6. Send invitation: The system will automatically send a login invitation email or Bot notification to the agent. After clicking the link and setting a password, the agent can log in.

Assign Project Permissions to Agents

When adding an agent, you need to decide which Bot projects they can access. TG-Staff offers two permission modes:

• All customer service: Agents can view and handle all Bot project conversations associated with the account. Suitable for small teams or unified reception scenarios.
• Designated customer service: Agents can only handle conversations from explicitly assigned projects. Suitable for large teams managing by market, language, or business line.

Practical scenario suggestions:

• If your team operates 3 Bots (e.g., English customer service, Chinese customer service, technical support), you can assign dedicated agents to each Bot using “designated customer service” mode to ensure data isolation.
• For small startup teams where all agents handle inquiries for all Bots, “all customer service” is more convenient.

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Agent Workstation: Full Web Portal Reception Process

After logging into the web workstation, agents see a clearly laid-out three-column interface:

• Left: Conversation list, sorted in reverse chronological order, showing user avatars, last message previews, and unread markers.
• Center: The currently selected conversation chat window, displaying the full conversation history.
• Right: User profile panel (Pro version), including user tags, historical conversation records, custom attributes, etc.

Standard Reception Process

1. Receive new conversations: When a user sends the first message via Telegram Bot, the system automatically assigns it to currently online agents based on routing rules. Agents see new messages highlighted in the conversation list.
2. View user information: After clicking a conversation, quickly browse the user profile (if available) and conversation history to understand the context.
3. Reply to messages: Enter replies in the input box, supporting text, images, files, buttons, etc. If auto-translation is enabled, messages display both original and translated text.
4. Use tags and pinning: Tag conversations (e.g., “Pre-sales Inquiry”, “Post-sales Complaint”, “High Intent”) for later statistics and filtering. Pin important conversations to avoid being overwhelmed by new messages.
5. Close or transfer conversations: Mark as “Closed” when the issue is resolved. Use the transfer function if a colleague’s intervention is needed.

Key Operations: Conversation Transfer, Tags, and Private Notes (Pro Version)

In daily reception, the following three operations significantly improve collaboration efficiency:

• Conversation Transfer: When agents need to change shifts, encounter issues they cannot resolve (e.g., technical faults), or require supervisor approval, they can transfer conversations to other online agents. It is recommended to include a brief note when transferring for the recipient to quickly understand the context.
• Tag Classification: Tags are powerful for managing conversation quality. It is recommended that teams standardize tag naming rules, e.g., 售前, 售后, 投诉, 高意向, 待跟进. Later, you can filter by tags to analyze the proportion and handling time of each conversation type.
• Private Notes (Pro Version): This is the agent’s personal “notepad.” For example, if a user mentions “I might place an order next week,” you can record a follow-up point in the note. Notes are only visible to the agent and do not affect other agents’ interfaces.

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Multi-Agent Collaboration and Conversation Routing

When multiple agents are online simultaneously, who gets new conversations? TG-Staff offers two routing modes:

Round-Robin Assignment (Default Mode)

The system polls all authorized online agents in a preset order. For example, agents A, B, and C are online; new conversations are assigned to A → B → C → A → B → C, cycling repeatedly.

Applicable scenario: Small teams where all agents have similar capabilities and workload should be fairly distributed.

Online First (Recommended Mode)

New conversations are preferentially assigned to currently online agents. If all agents are online, round-robin assignment applies; if some are offline, conversations go only to online agents. When all agents are offline, conversations enter a waiting queue until an agent comes online.

Applicable scenario: Teams with part-time or shift agents, ensuring no conversations are missed during peak times.

How Diversion Links Complement Traffic Acquisition

Diversion links (magic links) are a feature available in TG-Staff Standard and higher plans. Their workflow is:

Ad/social media → User clicks diversion link → Link redirects to Telegram Bot → Bot auto-replies (welcome message/menu) → Human agent takes over

The core value of this chain is that before the user enters the Bot, the system has already recorded the source channel and user attributes, allowing the agent to see this information during the conversation and provide more targeted service.

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Advanced Features in Agent Reception

Beyond basic chat, the TG-Staff agent workspace includes several advanced features that can significantly boost efficiency, but many teams overlook them initially.

Auto-Translate

Language barriers are the biggest headache for cross-border customer service. The agent workspace supports enabling auto-translation near the message input box:

• Standard Plan: Includes AI translation with a daily quota.
• Professional Plan: Additionally supports Google Professional Translation and DeepL Professional Translation, with higher translation quality and ample quota.

Configuration: Agents can enable “Auto-translate source language” and “Auto-translate target language” in the workspace settings. Once enabled, incoming user messages will display translations directly, and when agents reply, their input will be translated into the user’s language before sending.

Content Risk Control (Professional Plan)

For Web3, cryptocurrency, exchange teams, preventing agents from accidentally sending sensitive information (such as wallet addresses) is a must-have. TG-Staff Professional Plan offers content risk control:

• Administrators configure keywords in risk phrases, such as specific TRC20/ERC20/BTC addresses or address fragments.
• Before an agent sends a message, the system automatically checks outbound content for risk words.
• If a hit occurs, the agent sees a popup for secondary confirmation, or the message is blocked (depending on admin configuration).
• All trigger records are audited, including agent info, session ID, trigger time, and specific risk words.

This feature is not only used to prevent accidental sends but also for compliance and internal control—for example, prohibiting agents from actively asking users for wallet addresses or passwords in customer service conversations.

Chat Background Switching (Professional Plan)

Professional plan agents can choose TG theme chat backgrounds (light or dark) to make the workspace interface closer to the native Telegram experience and reduce visual fatigue.

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Common Scenarios and Best Practices for Customer Service Agents

Scenario 1: Cross-border Team with Multiple Agents Handling Multilingual Inquiries

Pain Point: The team has three customer service groups for English, Japanese, and Chinese, each responsible for different Bots, but occasional cross-group support is needed.

Solution: Create three Bot projects, each configured with “Designated Agent” permissions. English group agents can only see English Bot conversations, and similarly for Japanese. When the English group is overloaded, an admin can temporarily expand the permissions of Japanese group agents to “All Agents” for flexible support. Combined with auto-translate, agents can provide basic responses even if they are not proficient in the language.

Scenario 2: Web3 Project Using Content Risk Control + Wallet Address Monitoring for Compliance

Pain Point: Conversations often involve on-chain operations; agents may accidentally send payment addresses or be tricked by malicious users into sending addresses.

Solution: In Professional Plan’s content risk control, configure commonly used contract addresses and wallet address fragments as risk words. The system automatically checks before agents send messages; if a hit occurs, a popup requires secondary confirmation. Also enable audit logs and review trigger records weekly to detect abnormal behavior promptly.

Scenario 3: Using Online Priority + Diversion Links During Promotions/Events to Handle Traffic

Pain Point: During events, inquiry volume surges, agents are insufficient, causing user wait times and potential customer loss.

Solution: Before the event, ensure all agents are online and switch the diversion mode to “Online Priority”. Use diversion links in ad campaigns; users click to enter the Bot and are automatically assigned to an online agent. If all agents are busy, the system queues users, and they receive an auto-reply like “Agents are currently busy, please wait”, preventing message loss.

Scenario 4: Using Session Transfer and Notes for Seamless Shift Handovers

Pain Point: During shift changes between morning and night, users have to repeat their issues, leading to poor experience.

Solution: The outgoing agent transfers unfinished sessions to the incoming agent and records key information in private notes (e.g., “User has provided order number, waiting for tech team confirmation”). The incoming agent reviews the notes before replying, making the user feel that “the agent changed, but the issue didn’t get lost”.

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FAQ

Q: What limits the number of TG-Staff customer service agents?

A: It is limited by the plan. Standard Plan supports 3 or 5 agents (refer to the official plan page for details), and Professional Plan supports 20 agents. During the free trial, 3 agent slots are available by default to experience full functionality.

Q: Can agents handle multiple Telegram conversations simultaneously?

A: Yes. Multiple agents can log into the web workspace at the same time, each handling different conversations for parallel reception. The session diversion rules (round-robin or online priority) determine which agent receives a new session.

Q: Does the agent workspace support auto-translate? Is there an extra fee?

A: Yes. Standard Plan includes AI translation (with a daily quota), and Professional Plan additionally supports Google Professional Translation and DeepL Professional Translation. The translation feature can be manually enabled near the message input box or configured for auto-translation.

Q: How to prevent agents from accidentally sending sensitive information (like cryptocurrency addresses)?

A: Professional Plan offers content risk control. Administrators can configure wallet address keywords (such as TRC20/ERC20/BTC addresses or fragments) in risk phrases. The system automatically checks before agents send messages; if a hit occurs, a popup requires secondary confirmation or blocks sending, and trigger logs are recorded.

Q: Can agents see all Bot conversations after logging in?

A: It depends on project permission settings. Administrators can set agents to “All Agents” (visible to all project conversations) or “Designated Agents” (only visible to assigned projects), flexibly controlling data access scope.

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Start Building Your Telegram Customer Service Agent Team

TG-Staff’s customer service agent features cover complete scenarios from single-agent reception to multi-team collaboration. Whether you are a startup team just starting or a Web3 project needing compliance controls, you can complete agent configuration and start receiving within 5 minutes.

• Free Trial: Visit app.tg-staff.com to register and enjoy 3 days of full functionality (with 3 agent slots).
• Read Documentation: For detailed agent configuration guides and troubleshooting, refer to the TG-Staff documentation.
• Contact Support: If you have any questions, contact the official support Bot: @tgstaff_robot.

Your first customer service agent is waiting for you to create.