A Real Account Manager on Telegram and WhatsApp, Around the Clock
Performance accounts don't break at 9am Monday. They break at 11pm Saturday when a creative gets disapproved mid-launch, or 3am Tuesday when a payment method fails. We staff for that, every active retainer has a named account manager reachable directly on Telegram and WhatsApp, with a backup manager covering off-hours.
How the Comms Stack Actually Works
One named account manager
You get a real person, named, with a real face, not a shared inbox. They onboard you, run weekly strategy and own outcomes.
One named backup manager
Your backup is briefed weekly on your account. When your AM is on PTO or asleep, the backup picks up, same context, same Telegram thread.
Telegram + WhatsApp, your choice
We work in whichever messaging app you prefer. Most clients pick Telegram for the better media handling and group features; some pick WhatsApp for simplicity.
Group chat, not 1:1
Your AM, your backup, your buyer per platform, and your creative lead are all in one shared chat with you. Questions get routed to the right person without any 'I'll forward this' lag.
Response Time Standards We Hold Ourselves To
- ›Median first response: under 5 minutes during business hours (8am-10pm UTC)
- ›Median first response: under 30 minutes overnight + weekends
- ›Disapproved-ad escalation: live within 60 minutes regardless of time zone
- ›Account suspension: rep-to-rep contact opened within 90 minutes
- ›Strategic / non-urgent threads: same-business-day full response
What This Replaces
- ›Zendesk / Freshdesk ticket queues with 48-hour SLAs
- ›Email-only comms with one-business-day response
- ›'Office hours' availability (we don't do those)
- ›Account-manager rotation that loses your account context every 90 days
- ›Escalation paths that require a Slack request to a separate ops team
Across the last 12 months our median first-response time on Telegram is 4 minutes 12 seconds during business hours, 17 minutes overnight. We measure it, and we publish it internally to keep the team honest.
Frequently Asked Questions
Is the account manager actually a person, or a shared inbox?+
What about strategic decisions, does that happen on Telegram too?+
Do you support email if we prefer it?+
Ready to See It in Practice?
Talk to a senior media buyer about your account. No sales pitch, just a real conversation about your numbers and what we'd do differently.