TGStaff Complete Guide to Multi-Project Management: Permission Isolation, Agent Assignment and Data Kanban Practice

#TGStaff A Complete Guide to Multi-Project Management: Permission Isolation, Agent Assignment and Data Kanban Practice

Teams that operate multiple Telegram Bots, whether they are used for customer support, user operations or community management, often face the problems of confusing permissions, agent conflicts, and data dispersion. Different projects correspond to different customer groups. If all agents have access to all Bot sessions, it may lead to information leakage or lead to compliance risks.

TGStaff’s multi-project management feature is designed to solve these problems. It allows you to manage multiple Bot projects in one console. Through project-level permission isolation, agent assignment rules and independent data dashboards, each team can focus on its own customers while maintaining global operational efficiency. This article will teach you step-by-step how to configure multi-project management and provide a checklist that can be implemented directly.

Why operations teams need TGStaff multi-project management

Imagine a typical scenario: your company operates three Telegram Bots - one for pre-sales consultation, one for handling post-sales work orders, and one that provides exclusive services to VIP users. If all agents can see all conversations, pre-sales agents may mistakenly return post-sales information, and VIP users’ private data may also be accessed by unrelated persons.

TGStaff’s multi-project management solves these pain points by:

• Permission Isolation: Each project can specify which agents have access. After logging in, agents can only see authorized project sessions to avoid cross-project data leakage.
• Agent Assignment: Configure session diversion rules (rotating assignment or online priority) independently for each project to ensure that only authorized agents accept the corresponding session.
• Data independence: Each project has an independent statistical dashboard to facilitate comparison of the operational effects of different Bots and identify high-value users.

For teams with more than 3-5 Bots, this isolation mechanism is the basis for operational standardization. The standard version of TGStaff supports 3 projects and 3 agents, and the professional version supports 5 projects and 20 agents, which is enough to cover the needs of most small and medium-sized teams. If the number of projects is larger, you can check the package page for customized plans.

TGStaff Multi-project management basics: Create and configure multiple Bot projects

Before you get started, make sure you have signed up for a TGStaff account (free 3-day trial). The following steps will guide you to create and configure multiple Bot projects in the console.

Step 1: Add a new project to the console

1. Log in to TGStaff Console.
2. Click “Project List” on the left navigation bar, and then click the “Add Project” button.
3. Enter your Telegram Bot Token (obtained from @BotFather). If the Bot has not been created yet, create and copy the Token in BotFather first.
4. Click “Confirm Binding” and the system will automatically verify the validity of the Token and establish the connection.

Repeat the above steps to add the second and third items. Each project is bound to an independent Bot Token to ensure complete data isolation.

Step 2: Edit the Bot information of each project

After binding the Bot, you can directly edit the Bot’s avatar, name, and description in the TGStaff console without jumping to BotFather. Operation path:

1. Enter the “Settings” page of the target project.
2. Click the “Bot Information” area, upload a new avatar (512x512 pixels recommended), and modify the name or description.
3. After saving, the Telegram side will be updated in real time.

This feature is helpful for maintaining brand consistency - you can design a friendly style for the pre-sales bot and a professional style for the post-sales bot without having to switch BotFather repeatedly.

Permission isolation: Configure project-level agent access scopes for different teams

The core of multi-project management is permission isolation. TGStaff provides two project-level customer service scope models that you can choose based on the size of your team.

Set project-level customer service scope: all customer service vs designated customer service

In the “Settings → Customer Service Scope” of the target project, you can choose:

• All Customer Service: This item is visible to all agents. It is suitable for unified management of small teams, such as only 2-3 agents, who are responsible for all Bots at the same time.
• Designated Customer Service: Only the selected agent can see this item. Suitable for multi-department isolation. For example, the pre-sales team can only access the pre-sales Bot, and the after-sales team can only access the after-sales Bot.

Operating steps:

1. Enter the project settings page.
2. Find the “Customer Service Scope” option and select “Specified Customer Service”.
3. Select an authorized agent from the agent list (up to the number of agents supported by the optional project package).
4. After saving, unselected agents will not be able to see any sessions for this project.

Use session assignment rules to strengthen permission control

In addition to customer service scope, you can also configure session diversion rules independently for each project. Find “Diversion Rules” in the project settings and select:

• Allocation in turns: New sessions are allocated to authorized agents in turn in order. Suitable for projects with a balanced number of seats.
• Online Priority: Priority will be assigned to the currently online agents. If all agents are offline, it will fall back to rotational assignment. Suitable for projects that require quick response.

Combining customer service scope and diversion rules, you can achieve fine permission control: for example, pre-sales projects are only assigned to 3 agents in the pre-sales team, using online priority rules; after-sales projects are only assigned to 5 agents in the after-sales team, using rotation assignment rules. The seats in the two projects do not interfere with each other.

Agent assignment and collaboration: team workflow under multiple projects

After the permissions are set, the next step is agent management and collaboration. The following steps help you build an efficient multi-project workflow.

Create and manage agent accounts

1. Click “Agent Management” in the left navigation of the console.
2. Click “Add Agent” and enter the agent’s name and email address (the agent will receive a login invitation email).
3. In the “Project Permissions” area, check the projects that the agent has access to (if the customer service scope has been specified in the project settings, it will be automatically synchronized here).
4. Set the agent’s operation scope: for example, whether to allow editing project settings, viewing statistics, etc. It is recommended that ordinary agents only have the “reception session” permission, and supervisor agents have all permissions.
5. Click “Send Invitation” and the agent will receive an email containing a login link and temporary password.

Conversation Transfer and Collaboration Tips

In multi-project environments, session transfer is a common requirement. For example, if a pre-sales agent discovers that the user needs after-sales support, the session can be transferred to an agent in the after-sales project.

How to operate:

• Click the “Transfer” button in the session window and select the target agent (cross-project transfer is supported, provided that the target agent has corresponding project permissions).
• After transfer, the original agent can view the transfer history in the conversation record, and the new agent will see the complete chat context.

Professional version collaboration skills: The Professional version supports the “Private Notes” function. Agents can add team-only notes to conversations to capture customer background, special needs, or next steps. This is helpful for multiple agents collaborating on the same customer.

Agent workload management

When there is an influx of sessions from multiple projects at the same time, it is important to properly distribute the agent workload. Suggestions:

• Designate 1-2 supervisory agents for each project, who have all permissions for the project; other agents are only assigned reception permissions for the corresponding projects.
• Utilize the “online priority” diversion rule to ensure that agents can receive sessions as soon as possible when online and automatically queue when offline.
• Regularly check the number of agent sessions in the project statistics. If you find that the load of an agent is too high, manually transfer some sessions.

Data dashboard and user portrait: monitoring of multi-project operation effects

Another great value of multi-project management is the ability to independently monitor the operational effectiveness of each Bot. TGStaff Professional Edition provides complete data statistics and user portrait functions.

View project data:

1. Click “Statistics” in the left navigation of the console.
2. The project switcher at the top allows you to quickly switch between different projects.
3. Each project dashboard contains the following key indicators: -Total number of sessions and new additions today
   • Average response time
   • User activity trends
   • Agent workload statistics

User Portraits: The professional version supports viewing detailed portraits of each user, including historical session records, tags, source channels, etc. You can identify high-value users based on user portraits and conduct precise operations.

Multi-project comparison skills: It is recommended to export the statistical data of each project regularly (such as weekly) and make a comparison table. Focus on session volume, response time, and user satisfaction to find the best-performing projects and replicate their experiences to other projects.

Indicators	Pre-sales projects	After-sales projects	VIP projects
Average daily sessions	150	80	20
Average response time	45 seconds	90 seconds	30 seconds
User satisfaction	92%	88%	98%

Through comparison, you can find that the response time of after-sales projects is longer, and it may be necessary to add more agents or optimize the diversion rules.

##Multi-project management checklist

Before officially launching multi-project management, it is recommended to confirm the following checkpoints one by one. You can copy this checklist into a team document.

• Have independent Bot Tokens been bound to each project? (Do not reuse the same Bot)
• Have the correct customer service scopes been set for each project? (All customer service vs designated customer service)
• Have session offloading rules been configured for each project? (rotating vs online priority)
• Have all agent accounts been created and assigned project permissions?
• Have you tested agent login to confirm that you can only see authorized items?
• Has the session transfer process been tested to ensure that cross-project transfers work properly?
• Has the agent operation scope (authority level) been set?
• Has the data statistics dashboard been configured and informed the team how to view it?
• Have you created a session allocation plan in case of emergency? (If all agents are offline)

FAQ

**Q: How many Bot projects can TGStaff manage with one account? **

Answer: It depends on the package. The free trial supports 1 project, the Standard version supports 3, and the Professional version supports 5. If you need to manage more projects, please visit the package page to learn about the upgrade plan or contact customer service.

**Q: How to ensure that agents in different projects will not see sessions in other projects? **

Answer: Limit agents to specified projects through the “Customer Service Scope” setting at the project level. After logging in, agents can only see authorized project sessions and cannot access other project data. It is recommended to combine agent operation range restrictions to further prevent permission abuse.

**Q: When managing multiple projects, how do conversation diversion rules handle cross-project conversations? **

Answer: Session offloading rules are project-level. Each project can independently configure the distribution rules (rotating allocation or online priority), which will not affect the session allocation of other projects. For example, pre-sales projects use online priority, and after-sales projects use rotating allocation, so the two do not interfere with each other.

**Q: Does the professional version of data statistics support multi-item comparison? **

Answer: Yes. The professional version provides an independent data dashboard for each project. You can switch projects to view their respective session volume, response time, user activity and other key indicators. It is recommended to regularly export data to create comparison tables to assist operational decision-making.

**Q: If all the agents of a certain project are offline, will the session be automatically assigned to agents of other projects? **

Answer: No. Session diversion rules only apply to authorized agents in the current project. If all agents in the project are offline, the session will enter the waiting queue until an agent comes online. You can optimize this process through “online priority” rules to ensure that the session is taken over by an online agent as soon as possible.

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ACT NOW: Sign up for TGStaff Free Trial (3 days) to experience multi-project management capabilities. For detailed configuration instructions, please refer to the official documentation, or contact the customer service Bot @tgstaff_robot for one-on-one support. For teams that need to manage more than 5 projects or more agents, check out the plans page for professional and custom plans.