Set up Entergram for a casino or iGaming desk in 30 minutes

You started a trial this morning, your trial gives you two Telegram account slots, and somewhere in your team's phones the player and partner chats are already waiting. This guide is the order to do things in so that, half an hour from now, your desk has fields, queues, a reply deadline and the privacy switches in place before anyone else logs in.

It is written for a head of support, head of VIP or head of affiliates. It uses only features that exist today, with the help center's menu names. For how VIP hosts and affiliate managers work day to day, read the casino VIP host playbook and the affiliate manager guide. This post is the setup underneath both.

One boundary before you start. Entergram does not check licences, ages or self-exclusion status, and it does not connect to your casino back office or player account management system. Your compliance team and your back office remain the source of truth. What follows makes their decisions visible inside Telegram work; it does not make the decisions.

Go to Settings → Accounts and connect your first Telegram account. Each one runs on its own proxy with a unique IP, and analytics starts with the connection, so there is no separate analytics setup.

Then decide, per account, who works it. A casino desk usually needs both models:

Sharing works by connecting the same Telegram login in two different seats. Each connection uses one slot in each seat. An account you do not connect in anyone else's seat stays private to you, and in workspace analytics its chats show as Private to other members.

While you are here, click Exclude chats on each account card and remove bots, personal chats and dead groups. That is what excluded chats are for. Step 8 explains why they are not the tool for self-excluded players.

Details: Connected Telegram accounts and Excluded chats.

A seat is one teammate. Go to Settings → Workspace → Members → Invite, pick a seat with Assign to Seat if you have paid seats, and Generate Invite Link. Links expire in 24 hours, so you can generate them now and send them after step 3.

Roles are simple:

Two per-member permissions matter on a casino desk. Allow edit columns lets a member edit and delete custom columns, so give it to one lead, not everyone. View group members info lets a member see group member lists; leave it off unless the person needs it.

Details: Seats, members & roles.

Open Settings → Workspace → Privacy & Settings. These toggles control what members can do; owners and admins keep access. For a casino desk with shared accounts, start here:

Entergram can also hide usernames from team members, so inbox access is not the same as holding a copy of the VIP list. Now send the invite links.

Details: Configure workspace permissions and privacy.

On Messages, open Columns in the table toolbar, then Add column. Use Select for anything you will group, filter or chart by, because only Select can drive board lanes and group-by. Options are capped at 20 characters.

Ownership is built in, so it is not in this table. Every chat has an Assignee: pick the teammate from the dropdown on the chat to make them the host or manager who owns that player or partner. Tickets have their own Assign To field (step 5). Do not recreate either one as a custom column.

Nine fields is more than the help center's "three columns beat thirteen" advice. It works when each desk only shows its own columns in its saved view (step 6).

To backfill, select rows and use Add fields in the selection toolbar. Checkbox columns get Set to Yes and Set to No, which is the fastest way to flag a list of self-excluded players your compliance team gives you.

Details: Create and maintain custom CRM fields.

Tickets have their own columns, separate from chat columns. From the Tickets page, open the ticket columns manager and Add column:

Keep Status, Priority, Assignee and Due date as the built-ins; do not recreate them.

Then set the deadline: Settings → Workspace → Privacy & Settings → SLA Configuration, and enter a Global SLA (hours). It is one number for every ticket without an override. If withdrawals need a tighter target, set it per ticket from the ticket details panel, where a manual SLA always wins over the global one. There is no per-issue-type SLA rule, so pick one realistic global number and override the exceptions.

Agents create tickets from a message's action menu with Create ticket, which keeps that message as the Source Message.

Details: Create and manage tickets and Ticket fields & SLA.

A view saves columns, filters, sorting, accounts and layout. Build each one, click Save current view, name it, and tick Share with workspace.

The Tier 1 view is the closest documented setup to "waiting on reply": recent player messages, unread first.

Details: Build and save a focused CRM view.

Open Templates from the chat composer, then New Template. Give each one a Name, the Content, an optional Command (set withdrawal and typing /withdrawal in a chat inserts it) and Labels such as withdrawal, kyc or vip-intro. Turn on Share broadcast templates in privacy settings so the whole desk uses one library; only the creator can edit or delete a shared template.

Variables are lowercase in double braces: {{first_name}}, {{chat_name}}, {{username}}. {{username}} is blank for anyone without a handle, so never build a sentence that depends on it.

Details: Create and reuse response templates.

A broadcast goes to the chats you tick on Messages. So the protection is the audience you tick from:

1. Start every broadcast from the Broadcast-safe view in step 6, which leaves out every chat with the checkbox set.
2. Check the recipient list under Recipients in the broadcast dialog, and the Preview against at least two real recipients.
3. Use folder exclusions as a second net. The broadcast dialog can leave out real Telegram folders for that send, so a Telegram folder of flagged players adds a check.
4. Tell an AI agent the rule in words. If you broadcast through MCP, say "exclude every chat where Self-excluded or limits is checked". The agent applies the filter you give it, nothing more.

Excluded chats are the wrong tool here. Exclusion hides a chat from your own table and analytics, it is per user, so teammates still see it, and you lose sight of a player who may still need help with a withdrawal. Flag the chat; do not hide it.

The checkbox is only as current as the person who sets it. Entergram does not read self-exclusion registers or your back office, so build the update into your compliance handover.

Details: Send a safe, personalized broadcast.

A trial includes analytics, and the first sync takes a few minutes.

• Response metrics. A response counts only within 1 hour of the trigger. In groups, only @mentions and replies to you are triggers. For next-day work, judge by SLA instead. See Response metrics explained.
• Performance and Activity Heatmap. Pivot the breakdown by Telegram account or by Agent / Seat, then read the heatmap before you set shifts. See Performance & messages.
• Custom fields. Any field under 25% coverage shows as Needs Attention. After a week, that tells you which fields agents actually fill. See Custom fields analytics.
• Tickets. Watch Breached Open, Open Ticket Aging and SLA Risk Owners. See Ticket & SLA analytics.

Analytics → Log history answers "who deleted that message". See Log history.

None of these is needed on day one.

None of them connects Entergram to your casino platform. Player value, limits and KYC status stay in the back office.

Start with steps 3 and 4 if you only have ten minutes: privacy first, then the self-exclusion checkbox. Everything else builds on those. When the desk is running, the Telegram CRM for casinos page shows how support, VIP and affiliates share one workspace.