Knowledge base FAQ / SOP the assistant follows word for word
Support desk
Quick replies one per line: Title | Text — use {agent} for the agent's name
Greet players first after a logged-in player opens the site, Rachel can start the chat based on CRM data - templates only, she 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
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
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()
2b. Widget placement applies on every page load - no change needed on the website