How Telegram supports 24/7 feedback

Introduction: why Telegram for 24/7

The client is waiting for an answer now and where he is. Telegram combines notifications, chat, forms, gadgets and private messages in one window. Thanks to this, it is possible to build support "without shifts and breaks": some of the dialogues are closed by automation, complex ones instantly go to the manager, and the status of the solution is always at hand.

1) Basic architecture 24/7

Channel → Chat (with threads) → Bot → WebApp → DM/Concierge → Back-office

Channel: ads, pins "how to get help."

Chat/supergroup: discussions, fixed topics "Questions," "Statuses," "FAQ."

Bot: collection of calls, auto-replies, routing, reminders.

WebApp: mini-cabinet: creation/status of tickets, knowledge base, forms.

DM/Concierge: Personal dialogue for complex cases and VIPs.

Back-office: Helpdesk/CRM, SLA queues, macros, BI dashboards.

2) Access flow: from message to solution

1. Login: post/button "Need help" → bot '/start '.

2. Classification: the bot asks 1-2 clarifying questions, puts a tag (payment/account/features/complaint/ideas).

3. Ticket creation: ID, SLA and estimated response time (ETA) are formed.

4. Routing: by queues (L1/L2/VIP/region), with automatic escalations.

5. Solution: the agent responds in the DM or in the ticket thread (progress is visible inside the WebApp/bot).

6. Closing: short summary, "what to do next" checklist, CSAT/NPS assessment request.

7. Repeat steps: The bot checks if the decision helped after 24-72 hours.

3) Roles and responsibilities

L1 agents: quick answers by scripts/knowledge base.

L2/Experts: technical/legal cases, account changes.

VIP/Concierge: personal requests, priority SLAs.

Chat moderators: purity of threads, spam filters, rules.

Content editor: relevance of FAQ/pins, communication tone.

Analyst: SLA, CSAT/NPS, reasons for appeals.

Compliance: verification of wording, privacy, "responsible" section.

4) Bot as a "front desk"

Functions:

Onboarding and contact/consent gathering.
Classification of the topic (with buttons) and request for minimal data.
Creation of ticket, assignment of ID and ETA, status notifications.
Automatic responses from the knowledge base, micro-FAQ, links to WebApp.
"Live operator" - quick translation into DM with stop words ("payment did not pass," "security," "KYC").

Script (simplified):

"Select a theme → pick a part, → attach a screen (ex) → Ticket # 12345 is created, ETA 30 minutes. Do you want a notification? "
"Ticket Status: Accepted → → Hold → Resolved."

5) WebApp: client's mini-cabinet

My appeals: list with filters, statuses, deadlines, ticket chat.

New application: forms with validations and tips.

Knowledge base: short guides, search, "popular solutions."

Settings: language, time zone, notifications, privacy.

Availability: large fonts, contrast, alternative text.

6) Queues, SLAs and priority

Queues: L1 (mass), L2 (expert), VIP, Security/Payments.

SLA (landmarks):

L1: first response ≤15 min, solution ≤4 h.
L2: first response ≤30 min, solution ≤24 h.
VIP: first response ≤5 min, priority decision.
Security/Payments: instant escalation, fixed windows.

Priority rules: criticality (blocker)> VIP> waiting time> topic.

7) Answer templates (macros)

Receipt:

"Accepted: Ticket # {id}. ETA: {time}. The status here → [button]"

Data request:

{field} refiners are required. You can reply to this message. Timeout - 24 hours"

Solution:

"Done: {what you did}. The next steps are {1-2 actions}. Rate the answer → []"

Escalation:

"Your question has been transferred to the expert level. We'll be back before {ETA}"

8) Automation without "robotization"

Triggers: new tickets, change of status, request for clarifications, "no response 24 h."

Templates with variables: name, language, local time, type of problem.

"Living voice": short phrases, empathy, clear actions, without jargon.

Pauses and "quiet hours": respect for local time (except for critical cases).

9) Antispam and safety

Captcha and delay for new chat participants.

Prohibit links/media to N meaningful messages.

White roles for verified accounts, manual approval of invites.

Pins "official accounts," warning about clones/phishing.

Privacy: masking screenings, not asking for extra PIIs, keeping consents.

10) Analytics and metrics (benchmarks)

SLA: time to first response (P50/P90), time to decision.

Quality: CSAT (target ≥4. 5/5), NPS, re-circulation ≤15%.

Volume: tickets/day, distribution by topics/queues, peaks by hour.

Efficiency:% of auto-resolved cases, FCR (1-touch solution) ≥60 -75%.

Product: top reasons for calls → tasks in the roadmap.

Risk: share of spam/phishing <0. 5%, privacy incidents - 0.

11) A/B tests for support

Subject/auto-reply hook: "ETA + status button" vs "detailed step-by-step."

The order of questions in the bot: "tema→skrin" vs "skrin→tema."

Knowledge base format: cards vs search-by-question.

Notifications: one summary vs series short.

Evaluation request: immediately after the decision vs after 24 hours.

12) Checklists

Before starting:

Theme and queue map, SLA and escalation.
Bot scripts, answer macros, knowledge base.
WebApp: "My Tickets," forms, FAQ search.
Pins: "how to contact," "official accounts," rules.
Antispam: Kapcha, beginner restrictions.
Metrics and dashboard.

Weekly:

Update FAQ on top issues.
Retro by SLA/CSAT, analysis of 5 complex cases.
Training: 1 new macro/week.
Compliance and privacy checks.

13) 30-60-90 day plan

30 Days - Support MVP

Launch a bot with classification and tickets, WebApp with statuses.

Configure L1/L2/VIP queues and basic SLAs.

Collect 20-30 macros and 40-60 FAQ articles.

Include metrics: SLA, CSAT, FCR, load peaks.

60 days - Scale and quality

Personalize auto-replies (language/time zone/theme).

A/B tests of texts and question order.

"Warm" escalation to the manager, VIP regulations.

Weekly report: reasons for calls → tasks to the product.

90 days - Systemic

Macro library, glossary, tone standards.

Autopilot: reminders, follow-up, closing "hung."

Monthly security/privacy audit.

Quarter goals: SLA-P90, FCR, CSAT,% auto-permissions.

14) Frequent mistakes and how to avoid them

No status and ETA → re-reporting growth. Show the timer and solution path.

Long "footcloths →" split into steps, use buttons.

Mixing chat and support → take tickets to the bot/WebApp, chat - for discussions.

The lack of "quiet hours" → negativity and unsubscribes; Specify the communication windows.

Without updating the FAQ, the same questions → "eternal"; make a weekly update.

Weak anti-spam → noise and phishing; include captcha, roles, link filters.

15) Ready-made templates (copy and adapt)

Post in the channel (how to contact):

"Need help 24/7? Click Support - the bot will create a ticket in 30 seconds. Status and ETA are immediately in response. Official contacts are in the pin"

Bot message (receipt):

Ticket # {id} is created. Subject: {tag}. ETA: {time}. Monitor → status [Open]	Add Parts → [Attach]"

DM from manager (first response):

"Hey {name}! I'm an {agent}. I see ticket number {id}. Already checking. If convenient, send {part}"

Closure and CSAT:

"Done: {what's decided}. If questions remain, write. Rate the answer with one star → [] (takes 2 seconds)"

Telegram allows you to organize real round-the-clock feedback: the bot instantly accepts and classifies requests, WebApp transparently shows the statuses, and managers connect at the right moment in a tone that the client understands. Add SLAs and queues, anti-spam and privacy, live macros and analytics - and your support will become a fast, predictable and favorite communication channel for users.