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Use case: Professional Services

Client work on Telegram, with a record you can rely on

Matter, stage, owner and deadline on the client's chat, handover notes between staff, and a Slack audit log that keeps a copy outside Telegram.

Consultancies, legal and accounting firms increasingly take client instructions over Telegram. The convenience is real and so is the exposure: an instruction that matters is a message anyone can delete.

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Entergram's own measurements: product usage data and our in-app customer survey. Not independently audited.

The operating loop

How Professional Services run marketing, sales and service on Telegram

Capture
  1. Every fee earner's account in one inbox

    The firm sees live client work without asking anyone to forward or retype anything.

  2. Matter fields on the chat

    Client, matter, stage, owner and deadline as custom columns beside the conversation.

  3. Private or shared per account

    Sensitive relationships stay private to one person while general client accounts are shared.

  4. Slack channel per seat

    Every chat a seat can access is relayed into one Slack channel, where the firm keeps its own copy.

  1. Get client instructions into a form the firm can rely on.

  2. Run the matter with deadlines that are visible.

  3. Protect the record and the client relationship.

How Entergram helps

See Entergram's Telegram support software

The challenge

Clients instruct over Telegram because it is fast, but the firm gets none of the controls it would expect anywhere else. There is no record of who was told what, deadlines live in individual calendars, and any message can be edited or deleted by whoever sent it. When a fee earner is away or leaves, the state of the matter is unknown.

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How Entergram helps

Entergram keeps Telegram as the client-facing channel and adds the controls underneath. Matter, stage, owner and deadline are custom fields, so the firm can filter to everything due this week. Deliverables become tickets with an SLA. The workspace can prevent message editing and deletion outright, and the Slack audit log relays every chat a seat can access into a separate system, so the firm's record does not live only in Telegram.

Capabilities

What Professional Services actually use

Privacy and record controls · Slack as the audit log · Tickets with SLA · Activity log and internal comments · Per-account sharing

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  • Privacy and record controlsHide usernames, hide group member information, prevent users from editing messages, prevent users from deleting messages.
  • Slack as the audit logEvery chat a seat can access is relayed one way into Slack as a separate copy. Replies go out from Entergram through the real account.
  • Tickets with SLADeliverables become owned work with a deadline, a category and a resolution field.
  • Activity log and internal commentsField and status changes carry an actor and a timestamp. Comments stay firm-side.
  • Per-account sharingEach connected account is shared with the workspace or kept private to the user who connected it.

Setup

How it works

Connect the client-facing accounts · Turn on the record controls · Define the matter fields · Ticket the deliverables · Review deadlines by filter

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01 Connect the client-facing accounts

Each fee earner connects their accounts and chooses which are shared with the firm.

02 Turn on the record controls

Prevent editing and deletion, and connect each seat to a Slack audit channel for a second copy, before the volume builds.

03 Define the matter fields

Client, matter, stage, owner and deadline as custom columns on every client chat.

04 Ticket the deliverables

Each piece of work gets an owner, an SLA and a resolution field.

05 Review deadlines by filter

Filter on the deadline column to see everything due this week across the whole firm.

Integrations

Keep the rest of your stack in sync

Telegram stays the place the conversation happens, while the systems your team already uses stay up to date.

Learn more
  • Slack, as a one-way audit log: the record surface. Each seat relays every chat it can access into one channel, a second copy outside Telegram.
  • Notion: each client chat becomes a row in one Notion database, with matter stage and deadline syncing both ways.
  • Entergram MCP: summarize open matters and list every deliverable due this week across the firm.

FAQ

Questions from Professional Services

Can we stop staff deleting client messages?
Yes. The workspace can prevent users from deleting messages and from editing them. The Slack audit log adds a second copy outside Telegram, though what happens to it after a Telegram-side deletion is not confirmed yet.
Is Slack a replacement inbox?
No. Slack is an internal record surface. Each seat relays into the one channel it picked, and the work happens in the inbox.
Can sensitive client accounts stay private?
Yes. Sharing is a per-account choice, so a partner's confidential relationships stay private while general client accounts are shared with the firm.
Is there an audit trail?
The activity log records field and status changes with an actor and a timestamp, and records export to CSV. Entergram is an operating layer, not a compliance archiving product, so firms with formal retention duties should treat it alongside their existing systems.
Does the client see anything different?
No. Entergram sits on top of Telegram and runs on real personal accounts, so the client sees the same conversation with the same person.

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