Complete guide to TGStaff agent portal: independent login, permission management, concurrent sessions and handover specifications

#TGStaff Complete Guide to Agent Portal: Independent Login, Permission Management, Concurrent Sessions and Handover Specifications

For teams that use Telegram Bot for customer service or operations, a common pain point is that customer service staff must log in to a Bot account, or switch back and forth between multiple sessions in the Telegram client, which is both inefficient and easy to miss messages. TGStaff solves this problem through the independent Customer Service Seat Portal (Staff Seat) - it is a B2B SaaS Web workbench that allows agents to complete all customer service reception work in the browser. There is no need to install Telegram or share Bot Token, and it is more in line with enterprise-level collaboration specifications.

This article will dismantle the core usage of TGStaff Agent Portal in detail, including independent login, permission management, multi-customer service concurrent processing and session handover specifications, to help you quickly get started with this web workbench.

What is TGStaff Agent Portal (Customer Service Web Workbench)?

TGStaff Agent Portal is a web console for the Telegram Bot customer service team, designed specifically for “agents” (i.e. customer service personnel). It is not a Telegram client, but connects to your Bot through the TGStaff platform to achieve the following core capabilities:

Independent login: Each agent has an independent account and password. After logging in to app.tg-staff.com, you can see the sessions assigned to you.
Real-time two-way chat: Chat with Telegram users in real time on the web. It supports sending common message types such as text, pictures, files, and voices, and supports automatic translation.
User information at a glance: The right panel displays user portraits, tags, and historical conversation records to help agents quickly understand each other.
Collaboration functions: Supports session transfer, private notes (Professional version), and tags, making team collaboration smoother.

Simply put, TGStaff Agent Portal is the workbench for your customer service team. It simplifies the process of “log in to the Telegram client → find the user → reply” to “open the web portal → process the session”, and on this basis, it adds enterprise-level functions such as permission management, diversion rules, and compliance monitoring.

How to log in and set up the TGStaff agent portal for the first time

Step 1: Administrator creates agent account

Agents cannot register themselves. You need to contact the project administrator (usually the team leader or the main account of the TGStaff console) and complete the following operations in the console:

Log in to app.tg-staff.com → enter “Agent Management”.
Click “Add Agent” and enter the agent’s name and email address (or directly set a login account).
Select the initial password setting method: manually set the password, or send an invitation via email/link.
After saving, the agent account will be created.

Note: Administrators can assign different project permissions to each agent (see the next section for details). It is recommended to check “all projects” or specify several Bots when creating an account to avoid agents not being able to see any sessions after logging in.

Step 2: Agent logs in to the Web workbench

Open the browser and visit app.tg-staff.com.
Log in using the account and password provided by the administrator.
If you log in through an invitation link, click the link to directly enter the password setting page. After the setting is completed, you will log in automatically.

After successful login, you will directly enter the main interface of the agent portal. Note: This is a web client independent of Telegram, you do not need to install the Bot on your phone or log in to any Telegram account.

Step 3: Understand the layout of the agent portal interface

The interface of the agent portal is mainly divided into three areas:

Region	Location	Function Description
Session List	Left	Shows all pending or ongoing sessions. Unread messages are indicated by a red dot. Supports filtering by project, tag, and status.
Chat window	Middle	Live conversation area with the currently selected user. Supports sending text, pictures, files, and quick reply templates.
User information area	Right	Displays user nickname, ID, tags, and historical session records. The professional version also includes user portraits and statistics.

In addition, the top menu bar contains functions such as settings, switching items, and viewing notifications. You can adjust the interface theme according to your work habits (the standard version has a solid color background, and the professional version supports Telegram light/dark themes).

First time login suggestions

After logging in for the first time, it is recommended to check the profile settings (avatar in the upper right corner → Personal settings) to ensure that the avatar and name are consistent with the company brand. This helps users identify you in conversations.

Agent permission configuration: project-level permissions and operation scope

TGStaff’s permission model is project (Bot) based, rather than globally unified. This means administrators have granular control over which bots each agent can access and what actions they can perform.

Assign project permissions to agents

The administrator enters the console → “Project Settings” → select the target Bot project.
In “Customer Service Scope”, select “Specified Customer Service”.
Check the agents allowed to handle sessions for this project from the list.
Save the settings.

Key differences:

All Customer Service: All agents can see all sessions under this project (suitable for small teams).
Designated Customer Service: Only the checked agent can see and handle the session of this project (suitable for teams with multiple Bots and clear division of labor).

For example, if a team operates two bots, “pre-sales consultation” and “after-sales support” at the same time, different customer service agents can be set up respectively to prevent pre-sales agents from accidentally entering the after-sales session.

Configure agent operation permissions (Professional version)

In the professional version, administrators can further refine the agent’s operation permissions, for example:

Whether to allow session transfer (to prevent arbitrary dumping of orders).
Whether to allow editing of user tags (to keep the tag system unified).
Whether to allow export of session records (data security).
Whether to allow specific types of messages to be sent (such as restricting the sending of files, or blocking risky words through the content risk control function).

These settings are located in the console “Project Settings” → “Agent Permissions”. For teams such as Web3, exchanges, and NFT that require compliance and internal control, the Content Risk Control (Internal Control Management) function is particularly useful: administrators can configure risk phrases (such as specific TRC20/ERC20 wallet addresses). When agents send outbound messages, the system will automatically detect and pop up a window for secondary confirmation or block the sending to prevent the wrong payment address.

Suggestions for testing after permission configuration

After the permission configuration is completed, it is recommended to use a test account to simulate a session to ensure that the permission settings are in line with expectations, so as to avoid agents being unable to receive services due to insufficient permissions during the official launch.

Multiple customer service concurrent session processing: specifications and best practices

TGStaff supports multiple agents to handle different Telegram sessions at the same time, but certain specifications need to be followed to avoid “order grabbing” or “no one taking orders”.

Session diversion rules

In the project settings, the administrator can configure session diversion rules to determine how new users send messages to agents:

Allocation in turns (default): The system polls authorized agents in order and assigns them in turn. Suitable for teams with a fixed number of agents and a balanced workload.
Online Priority: Prioritize allocation to currently online agents. If all agents are offline, fall back to rotational allocation. Ideal for teams with schedules or time differences.

Agent operation specifications

Active order taking: When a new session comes in, a prompt will appear at the top of the session list. The agent should click on the session as soon as possible to start the reception.
Avoid having too many conversations open at the same time: Although it is technically supported to handle multiple conversations at the same time, it is recommended to focus on processing 2–3 at the same time to maintain the quality of responses. If you have too many sessions on hand, you can temporarily set the status to “Offline” or “Busy” and the system will temporarily stop allocating new sessions.
Mark Complete: After handling a user’s problem, there is no need to manually close the session (the system will automatically judge). However, if the user clearly states that “the problem has been resolved,” the agent can click “End Session” in the upper right corner of the chat window to mark the session as completed and release his or her processing quota.

Things to note in concurrent scenarios

Don’t reply to the same user at the same time: If two agents handle the same user’s session at the same time (for example, not logging out properly after transfer), it will cause the user to receive confusing replies. TGStaff will ensure that a session can only be operated by one agent at the same time, but the agent still needs to pay attention to the status after the transfer.
Use “Online/Offline” status: Agents can switch status in personal settings. Please be sure to set it to “Offline” before taking a break to avoid the system assigning a new session.

Session transfer and handover specifications: avoid repeated queuing of customers

In customer service collaboration, session transfer is a common requirement. For example: a front-line agent cannot solve a technical problem and needs to be transferred to a second-line expert; or when changing shifts, unfinished conversations need to be handed over to colleagues on the next shift.

How to perform session transfer correctly

Agent A clicks the “Transfer” button on the top toolbar in the chat window of the current session (the icon is usually an arrow or a character icon).
In the pop-up agent list, search or select the target agent (Agent B).
Click to confirm the transfer. The system will automatically transfer session ownership to Agent B, and Agent A will exit the session.

Important Tip: Before transferring, it is best to inform the user “I will transfer you to a more professional colleague, please wait”. This prevents users from being confused by suddenly seeing different avatars.

Handover best practices: using notes and tags

The “Private Notes” function of the professional version is a powerful tool during handover. Before agent A is transferred, he can fill in the following information in the note area on the right side of the chat window:

Current problem progress (such as “The user has provided the order number, but the problem is that the refund has not been received”).
User’s emotional state (such as “The user is a little anxious, please deal with it first”).
To-do items (such as “Need to check the background order status”).

After Agent B logs in, he can see the content of the note at first glance, eliminating the need for the user to repeat the description, which greatly improves the customer service experience.

In addition, it is recommended to add a label (such as “Pending-Technical”) to the session before transferring so that the new agent can quickly identify the session type.

Tips for teamwork habits

Develop the habit of writing a note before each transfer. This is a key action to improve the quality of your team’s customer service. Even if the team is small, this approach can significantly reduce communication costs and make customers feel that “you are very professional.”

Troubleshooting common usage problems of agent portal

Problem	Possible Cause	Solution
Login failed, prompting “Wrong account or password”	Input error; account is disabled or expired	Check case; contact administrator to reset password or check account status
Cannot see any sessions after logging in	No project permissions are assigned, or there are currently no pending sessions	Contact the administrator to check the “Customer Service Scope” settings; wait for the new user to send a message
Message sending failed	Network problem; Bot Token exception; message contains content blocked by risk control	Check the network; contact the administrator to check the Bot status; if content risk control is enabled, check whether risk words are triggered
The browser freezes or functions abnormally	The browser version is too old; caching problem	Update the browser to the latest version; clear the cache and try again; it is recommended to use Chrome/Edge/Firefox
Unable to receive new message notifications	The browser does not allow notification permissions	Allow notification permissions for app.tg-staff.com in the browser settings; check whether “Do Not Disturb” is turned on

FAQ

**Q: Can an agent log in to multiple devices at the same time? **

Answer: No. TGStaff agent portal currently does not support logging in to multiple browsers or devices with the same account at the same time. If you log in on a new device, the old device will be forced offline. It is recommended that the team assign an independent account to each agent.

**Q: What browsers does the agent portal support? **

A: It is recommended to use the latest version of Chrome, Edge or Firefox. Safari may have limitations on certain features, such as voice message playback. Please make sure JavaScript and Cookies are enabled in your browser.

**Q: If an agent forgets his password, how to reset it? **

Answer: Agents cannot reset their passwords by themselves. Please contact the project administrator, find the corresponding account in the “Agent Management” of the console, click “Reset Password” and set a new password. Administrators can also resend logins via invitation links.

**Q: How long can the session records of the agent portal be retained? **

Answer: The session record retention time depends on the package and project settings. The free trial and standard versions are usually retained for the last 30 days; the professional version is supported for longer (subject to the official website instructions). It is recommended to regularly export important session backups.

**Q: How to view the historical operation records of agents? **

Answer: Administrators can view agent operations in the “Audit Log” or “Content Risk Control” records of the console, including session transfer, message sending (including intercepted risk words), label modification, etc. The Professional version provides more detailed auditing capabilities.

Get started using the TGStaff Agent Portal

If you’re looking for a Telegram Bot management tool that allows your customer service team to collaborate efficiently, TGStaff Agent Portal is an option worth trying. It centralizes scattered Telegram conversations into a web workbench and provides enterprise-level functions such as permission management, offloading, transfer, and content risk control.

Sign up now for a free trial (3 days): https://app.tg-staff.com/
View the complete document (Agent Portal Operation Manual): https://docs.tg-staff.com/
Having a problem? Contact customer service Bot: @tgstaff_robot

Whether you are a small team just starting out or a medium-to-large enterprise that requires strict compliance, TGStaff provides flexible packages (standard version/professional version, see the official website package page for details). It is recommended to try it out first and then choose a suitable solution based on the actual number of seats and functional requirements.