Commands

Commands

Commands are divided into staff commands (used in the staff group) and user commands (sent directly to the bot). All command response text is configurable via language strings.

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Staff Commands

Staff commands are used by replying to a specific ticket message in the staff group, except where noted.

Ticket Management

Command	Usage	Description
/open	Send alone in staff chat	Lists all currently open tickets (messages that have not yet been replied to)
/close	Reply to a ticket	Manually closes the referenced ticket. Also unbans the user if they were banned. Use when auto_close_tickets is disabled and you want to close without replying.
/reopen	Reply to a closed ticket	Reopens a previously closed ticket so it can receive further replies
/clear	Send alone in staff chat	Closes all open tickets silently — no "ticket closed" notification sent to users. Useful during migration or upgrading.

User Moderation

Command	Usage	Description
/ban	Reply to a ticket	Bans the referenced user from sending new messages to the bot. The ban persists until the user is unbanned or the ticket is closed with /close.
/unban	Reply to a banned user's ticket	Removes an existing ban, allowing the user to message the bot again

Assignment & Organization

Command	Usage	Description
/assign <telegram_id>	Reply to a ticket or send alone	Assigns the referenced ticket to a specific staff member by their Telegram ID. The assigned member receives notifications for that ticket. Can also be triggered via inline callback button on tickets when staff_roles is configured.
/unassign	Reply to an assigned ticket	Removes the current assignment, returning the ticket to the general pool. All staff can see and respond again.
/tag <tag_name>	Reply to a ticket	Adds a tag to the referenced ticket for filtering and organization (e.g., /tag billing, /tag bug). Multiple tags can be applied.
/untag <tag_name>	Reply to a tagged ticket	Removes a specific tag from the ticket.
/priority <level>	Reply to a ticket	Sets the ticket priority level. Accepted values: low, normal, high, urgent. Priority is displayed with colored icons in staff chat. Defaults to normal if not set.

Canned Responses

Command	Usage	Description
/templates	Send alone in staff chat	Lists all canned_responses keys defined in the config.
/<key>	Reply to a ticket	Sends the canned response with that key to the user as a normal staff reply (e.g. /shipping). Keys are single words and must not clash with built-in commands.

Communication & Notes

Command	Usage	Description
/note <text>	Reply to a ticket	Adds an internal note visible only to staff members (not forwarded to the user). Useful for private team discussion about a ticket.
/notes	Reply to a ticket	Lists all internal notes attached to the referenced ticket.
!note <text> or !internal <text>	Prefix in reply text	Alternative way to add an internal note — prefix your reply with !note or !internal. The text after the prefix is stored as a staff-only note rather than being sent to the user.

Information & Analytics

Command	Usage	Description
/id	Send alone in staff chat	Returns your Telegram user ID and the group chat ID (format: 1234567 -1234567890). Useful for obtaining IDs needed during configuration.
/staff	Send alone in staff chat	Lists all configured staff members with their roles (admin, supervisor, agent) and names from the staff_roles config section.
/stats	Send alone in staff chat	Shows support analytics: ticket counts, average response and resolution time, per-agent stats and CSAT score. Requires enable_csat: true for rating data.
/links	Send alone in staff chat	Shows direct support links for each configured category (language.links).

Notification Control

Command	Usage	Description
/mute	Reply to a ticket	Mutes notifications for the referenced ticket — suppresses staff chat alerts for new messages on this ticket. The ticket remains open and can still be replied to.
/unmute	Reply to a muted ticket	Re-enables notifications, restoring normal alert behavior for the ticket.

Command Flow Examples

Closing a resolved ticket:

Staff member replies to user's ticket message with: /close
→ Ticket is marked as closed and unbanned (if banned)
→ User receives "Your ticket was closed by our staff" notification

Banning an abusive user:

User sends inappropriate message → forwarded to staff group
Staff member replies with: /ban
→ User's subsequent messages are blocked until unbanned

Reopening a ticket for follow-up:

Ticket was auto-closed after first reply, but user needs more help
Staff member replies to the closed ticket with: /reopen
→ Ticket is reopened and can receive further replies

Assigning and tagging a high-priority ticket:

New VIP customer ticket arrives in staff chat
Staff replies: /assign 123456789 → assigns to specific agent
Staff replies: /priority urgent → marks as urgent with visual indicator
Staff replies: /tag enterprise → adds organizational tag for filtering

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User Commands

Users send these commands directly to the bot on Telegram. All response text is configurable via language strings.

Command	Description	Configurable String
/start	Initializes conversation with the bot. Shows a welcome message and prompts the user to ask their question. Also triggered automatically when a user first messages the bot.	language.startCommandText
/help	Displays available commands and brief usage explanation for end users. When used by staff in the group chat, shows extended help including all staff commands.	language.helpCommandText (user) / language.helpCommandStaffText (staff)
/faq	Shows frequently asked questions or a custom message defined in configuration. Often used to provide a link to documentation or an external FAQ page.	language.faqCommandText
/id	Returns the user's Telegram (or Signal) id and, in a group, the group chat id.	—

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Language String Reference

All command responses and system messages are fully customizable. See Configuration → Language Strings for the complete list of ~50 configurable strings, including:

• Welcome messages (startCommandText)
• Help text (helpCommandText, helpCommandStaffText)
• Ticket status notifications (ticketClosed, ticketReopened, banned)
• Spam warnings (blockedSpam)
• Private chat messages (prvChatOpened, prvChatEnded)
• Reply salutations and sign-offs (dear, regards, regardsGroup)
• CSAT survey strings (csatRatingRequest, csatThankYou)
• Assignment notifications (ticketAssignedTo, ticketUnassigned, assignedBy)
• Internal note labels (internalNote, noteAddedBy)
• Business hours messages (offlineMessage, businessHoursClosed)
• Escalation alerts (escalationNotify)