Run Telegram sales and support as an accountable team

The minimum viable workspace

1. Connect one Telegram account and wait for the initial chat sync to finish.
2. Exclude bots, dead groups and personal conversations that should not appear in the CRM or analytics.
3. Create three custom columns: Stage (Select), Owner (Select) and Next step (Date).
4. Apply those fields to twenty real chats. This validates the schema before you scale it.
5. Filter to the conversations that matter today and save the result as My morning queue.
6. Only then invite teammates, share the view and set workspace permissions.

What lives where

Choose the account model before inviting people

Verify the connection and member limits

• Confirm the account shows Live Sync Ready.
• Use Exclude chats to remove conversations from CRM, analytics and contact syncing.
• Read TG Limit as used / allowed connections, not as a message limit.
• Set member permissions before enabling ticket editing, message deletion or exclusion management.

Read the Messages table as an operating surface

• Use Accounts to decide which Telegram identities are in scope.
• Use chat type and folder filters to remove irrelevant conversations.
• Keep time-sensitive columns such as Last message, Unread count and Counter visible.
• Exclude chats that should never influence customer analytics.

The daily inbox hygiene rule

Create the first column

1. Open Messages → Columns.
2. Choose Add column and name it Stage.
3. Select the Select type so the values can be filtered, grouped and used as board lanes.
4. Add a short option list such as New, Qualified, Proposal, Won and Lost.
5. Save, then fill the field for twenty live chats before creating another column.

Apply labels to many chats at once

1. Tick one or more chat checkboxes, or use the header checkbox for the current page.
2. In the selection toolbar choose Add fields.
3. Choose the Multi-select label column and the label to apply.
4. Check the selected count, confirm the change and review a sample row.
5. Use Remove fields to clear a label from the same audience.

Build the morning queue

1. Choose Accounts and Telegram folders in scope.
2. Add filters for the customer segment or waiting state.
3. Show only the columns needed to decide the next action.
4. Sort the longest-waiting conversations first.
5. Save the configuration and share it with the workspace when it is a team workflow.

Create the first Kanban board

1. Switch the saved view from Table to Board.
2. Group by the Stage Select column.
3. Drag a chat between lanes to update its Stage value.
4. Keep a No value lane visible until field coverage is complete.
5. Save the board state back to the shared view.

Choose the right organizing tool

Bulk-action runbook

1. Filter first so the audience is explainable.
2. Select rows and verify Selected n of total.
3. Choose one action: Mark read, Pin, Folder, Add/Remove fields, Broadcast or Exclude.
4. Read the confirmation carefully; folder changes modify Telegram itself.
5. Audit the result in the table or Analytics → Log history.

Build the audience

1. Filter the Messages view or select the exact chats.
2. Click Broadcast in the toolbar.
3. Choose the sending account.
4. Exclude internal, paying, muted or other protected Telegram folders as needed.
5. Review the recipient count before composing.

Compose, preview and queue

• Prefer {{first_name}} to {{username}} because usernames may be missing.
• Write the sentence so an empty variable cannot break it.
• Preview at least two real recipients and check attachments.
• Start with roughly twenty recipients, then expand after checking delivery.
• The job runs in the background; use History to pause, resume, cancel and review engagement.

Review timing and queue the send

1. Confirm the recipient and group counts.
2. Read the estimated duration and keep Telegram pacing enabled.
3. Recheck variable warnings and the final preview.
4. Choose Send in Background only after the audience and message have both been reviewed.
5. Open History after launch to watch delivery and stop the job if the audience or content is wrong.

Create a ticket from the message that triggered the work

1. Open the triggering Telegram message and choose Create ticket from its action menu.
2. Write a short outcome-based title and enough description for the assignee to act.
3. Verify the Linked Chat and Source Message. The source records the exact incoming or outgoing message and its Telegram message ID.
4. Set priority, assignee, due date and any required ticket custom fields.
5. Submit into the correct starting status rather than defaulting everything to Open.

Operate the ticket to resolution

Create five templates before fifty

• Create templates for the five answers the team repeats most.
• Give each one a memorable slash command.
• Keep the template specific enough to help but editable enough to sound human.
• Use internal comments for teammate context; never place internal notes in the customer composer.

Choose the right follow-up mechanism

The weekly operating review

Interpret response rate correctly

Find support bottlenecks without misreading the time range

• Read Open Backlog as the work still open today, not only tickets created in the selected dates.
• Use the flow trend to see whether resolved work is keeping pace with new tickets.
• Break down by status, priority and assignee only after confirming the same date scope.
• Leave the review with one named owner and one process change rather than a list of unexplained metrics.

The automation maturity ladder

Useful starter instructions

• List chats with no owner and no next step; do not modify anything.
• Propose which chats should receive the VIP label and explain the evidence.
• Draft tickets for unresolved product failures, preserving the linked chat and source message.
• Prepare a broadcast audience from the Paying segment, excluding Internal and Do not contact; do not send.
• Summarize response risks by seat and cite the conversations used as evidence.

Thirty-day rollout

Recurring operator checklist

• Daily: clear the morning queue and oldest waiting conversations.
• Weekly: review response health, unowned chats, stale tickets and field coverage.
• Before each broadcast: audit audience, variables, exclusions and batch size.
• Monthly: remove unused fields and views, review permissions and reconnect unhealthy accounts.
• Quarterly: review automation scopes, account access and whether the operating model still matches the team.