Merge Telegram, Avito and chat requests into one queue
Three tabs open at once, and "who takes this one" gets settled by shouting. The agent builds one queue: one customer, one row. Replies stay with you.
Medium · 15 min · set up once
What you get
Shared queue · 09:15 · 23 open 1 A. Smirnova Telegram + email, same customer 19 h wait 2 Kovalev Ltd Avito, asking for an invoice 6 h wait 3 m.orlov@… email, repeat on the same issue 4 h wait 4 +7 921…-14 Telegram, voice note → needs a person Replies stay with you: the queue only sets the order
A sample on made-up data — your numbers will be your own.
Who it fits
- Operators keep three tabs open, and "who takes this one" is settled by shouting into the team chat.
- A customer writes on Telegram and by email — either two people reply, or nobody does.
When it won't work
The channels already sit in a helpdesk — a second queue simply stops being opened.
How the agent does it
Describe the priority
One main condition and two or three tie-breakers is enough. Say separately which field lets you recognize the same customer in different channels.
Run the merge
The agent collects the messages and merges threads only on an exact match. Every row shows why it sits where it sits.
Check the merges
The queue works because people trust it without re-checking. A stray row or a wrong merge costs more here than a mistake in a report.
What you set
Connect Telegram, Avito and email. By hand: your priority rule, the field that identifies one customer across channels, and what counts as closed.
What you'll need
Starter prompt
Copy the prompt or open it straight in a chat with the agent.
Merge the new messages from Telegram, Avito and email for [period] into a single queue. Merge messages from one customer into a single thread by [phone / email / order number]. If only the name matched — do not merge: keep the rows separate and add a "possible duplicate" flag. Set the order like this: the primary key is [waiting time], with equal waiting time these go higher: [repeat ticket / mention of payment or a refund / customer with status X]. Do not write replies: each row contains only the substance of the ticket in one phrase. Output a queue: time of the first message, how long it has waited, channel, customer, substance, priority and the condition it was assigned by.
Open in chatCheck the queue. List: — threads merged on an inexact customer match; — rows whose priority does not follow from my rule — explain each one; — tickets already answered in another channel but still hanging open; — service notifications, autoresponders and mailouts taken for tickets; — messages with no text — an attachment, a sticker, a voice note — that cannot be judged on substance; — what you can rebuild yourself and where you need my decision on the merging rule.
A second prompt — the agent uses it to review its own work and show what's left for you.