Inbox
Select a conversation
Select a conversation to see the player.
Conversations per day orange = escalated to human
Why chats go to a human
AI answer quality agent flags
Chats handled per agent
Knowledge base FAQ / SOP the assistant follows word for word
Support desk
The assistant still answers that one message — it apologises and says a colleague is taking over — and the chat moves to Waiting at the same moment, so the console rings. This runs on every message in plain code, so it does not depend on the AI noticing.
Answer speed answering the instant a player presses send reads as a bot — the typing dots run for a believable moment first. The model's own thinking time counts towards it, so this never simply adds delay.
Websites allowed to embed the chat one domain per line. When the brand moves to a new player domain, add it here and it works straight away — no redeploy, no new licence.
Quick replies one per line: Title | Text — use {agent} for the agent's name
Alert sound what this console plays the moment a player reaches a human. Upload the brand's own ringtone — mp3, m4a, aac, ogg, wav or webm, up to 3MB — or leave it on the built-in tone.
The ringtone is the brand's and plays for every agent; the volume is yours alone, kept in this browser. Your browser will not play any sound until you have clicked somewhere on the page once after opening it.
The player's chat sound what the PLAYER hears in the chat on your website the moment we reply or send them a notice — a topup credited, a withdrawal paid, a greeting. Upload the brand's own ping — mp3, m4a, aac, ogg, wav or webm, up to 3MB — or leave it on the built-in tone.
This one is for your players, not for you: the switch and the volume belong to the brand and apply to everybody. The upload saves itself, but the switch and the volume need Save settings. A player's browser stays silent until they have touched the page once, so the very first message of a visit can arrive without a sound.
Chat start screen what a player sees when the chat is still empty — a banner, a few selling points and buttons, like the welcome page on your site
Preview
Greet players first after a logged-in player opens the site, the AI agent can start the chat based on CRM data - templates only, it never invents an offer
First matching rule wins. Placeholders: {name} {amount} {minutes} {remaining} {required} {balance} {promo} {provider} {days}. Never sent while a colleague is handling the chat, while the player is mid-conversation, or to anonymous visitors.
Promotions the assistant knows pulled from the back office every 6h - add notes the BO does not hold (hours, exclusions, how to claim)
Danger zone
Delete all conversations, messages and uploaded files (agents, settings, CRM players and follow-ups are kept). Use before going live to remove test chats.
CRM segmentation thresholds in platform currency; saving re-segments all players
Follow-up rules
Segment names what your team calls each tier - used everywhere in the console and in the Telegram digests
Console accounts
Add account
1. Providers create the provider first · then your team uploads that provider's games below
2. Add games pick the provider, type the game name, choose its picture, click Add · repeat for every game
Library
Money alerts the back office is watched for finished topups and payouts; the member gets the good news as a pop-up in the chat. Nothing here ever approves or pays anything.
What the member sees a pop-up in their chat the moment the money lands — {name} = first name, {amount} = the amount, {order} = the order number
Deposit card
Withdrawal card
What the member sees
Also tell staff the same two events in Telegram / on the Inbox board. Off by default — the member is already being told. “Withdrawal submitted” is a staff thing, so leave that one on.
Payout details check when a withdrawal is submitted the member is asked here to confirm their bank / PayNow details; whatever they answer goes to Telegram and onto the chat as an internal note, for a colleague to double-confirm before paying
1 · Payment channel groups add the deposit bot to the gateway group, type /id there, then pick it here — the bot answers with the chat id and (if the group uses topics) the topic id
2 · Routing which back-office channel goes to which group — the names come from real orders
3 · Settings
4 · Credit it automatically everything above only ASKS the payment channel. This decides whether an order the channel has confirmed is credited in the back office without a colleague pressing approve. Off unless you turn it on.
What has to be true before anything is credited: the payment channel itself confirmed it in their group (never our own reading of the slip) · the order has a back-office order number · it is under the limit above · it was not already settled. Everything that holds a doubtful slip back (reused receipt, wrong account, short amount) runs long before this point.
Turning it on is written to the audit log and announced on Telegram. Switch it off and the next confirmation waits for a colleague again, as before.
Turning it on is written to the audit log and announced on Telegram. Switch it off and the next confirmation waits for a colleague again, as before.
Audit log
1. Embed the widget
2. Identify logged-in players
Your backend signs the identity with the secret below. Never put the secret in browser code.
Widget secret:
After login: LiveChatWidget.identify({ identity, signature }) · on logout: LiveChatWidget.logout()