# Your team — Escalations and Telegram

This section explains **how your staff know when to help** and **where they reply** to the customer.

---

## 1. Telegram groups (internal alerts)

The system can send **escalation notifications** to up to three Telegram groups (configured on the server):

| Typical audience | Purpose |
|------------------|---------|
| **Payment staff** | Payment-related escalations (for example missing deposit, dispute wording) |
| **CS / tech coordination** | Technical issues after repeated troubleshooting |
| **Admin / oversight** | Account closure, compliance, urgent keyword escalations, or anything routed to admin |

**Important:** Telegram messages are **notifications** with a **summary** and conversation context. They are **not** the place where the customer sees your reply.

---

## 2. Where staff reply to the customer

**Primary channel:** **LiveChat agent dashboard** (same conversation the customer is in).

- When an escalation happens, your team should open **LiveChat**, find the customer’s chat, and reply there.
- The AI may **pause** or **stop auto-replying** in that conversation so the human can take over without duplicate answers.

**Controlled Telegram replies:** Normal Telegram discussion is still internal only. If authorised staff need to send a customer-facing reply from Telegram, use the explicit command shown in the escalation alert:

```text
/reply <case_id> <message to customer>
```

Example:

```text
/reply abc12345 Hi, we are checking your account now. Please hold on.
```

Only text after `/reply` is sent to the customer in LiveChat. Do not put internal notes in this command.

After the case is handled, staff can mark it resolved:

```text
/resolve <case_id>
```

---

## 3. Telegram bot commands (operator tools)

Staff who have access to the bot in Telegram can use commands such as:

| Command | Purpose |
|---------|---------|
| `/status` | High-level system stats (conversations, escalations) |
| `/killswitch` | Pauses the AI so **new** customer messages are treated as human-handoff (use for incidents or audits) |
| `/resume` | Turns the AI back on after a kill switch |

Exact behaviour and permissions should be agreed with your technical team so only authorised operators use these commands.

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## 4. What a good escalation looks like for staff

- **Telegram:** Read the summary, **priority**, and **conversation ID** so you can match the case in LiveChat.
- **LiveChat:** Respond to the customer with your standard procedures and tone.
- **Telegram `/reply`:** Optional controlled shortcut for customer-facing replies. Use only approved wording.
- **After resolution:** Follow your internal process to close or tag the ticket; your technical team can advise on any “mark resolved” integration if you add it later.

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## 5. Limitations to plan around

- **Normal Telegram chat is internal only.** Customer-facing Telegram replies must use the controlled `/reply <case_id> <message>` command.
- **Multiple brands / multi-tenant** is not the focus of this deployment; the system is scoped for **VEGA77** as configured.
- **Promo answers** are limited to what is in your **ingested knowledge base**; if something is not documented, the agent may escalate or ask for clarification.

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Next: [04-Integration-and-Go-Live-Checklist.md](04-Integration-and-Go-Live-Checklist.md)