Communication

Use company Telegram accounts

COnnect brings company Telegram customer work into an organization, ownership, and permission model.

Know the account types

• Company Telegram account: an enterprise-owned or enterprise-authorized customer channel managed from the Admin Console.
• Personal Telegram account: an employee account used for personal work and not automatically treated as company customer property.
• Session-level access: permission to handle one customer conversation without granting access to the whole account.

Work with a company account

1. Open the customer or conversation entry assigned to you.
2. Confirm the source company account and customer identity before replying.
3. Use the customer context, pending-reply rules, labels, tasks, and sensitive-content policy provided by COnnect.
4. When you are unavailable, hand off the conversation instead of sharing a login code or session.

Understand the boundary

Handling one customer conversation does not mean you can browse every customer, group, history item, or account setting. If a customer or account is outside your organization scope, ask an administrator instead of trying to work around the restriction.

For customer handoffs, read Keep customer ownership clear.