Rules for Working in Live Chat
1. General Principles of Communication
Technical support communicates only on behalf of the company (“We / Our department / Our company”).
Regardless of the client’s tone or behavior, always maintain politeness, emotional control, and professionalism.
Our goal is to help the client and build a trusting dialogue.
We understand that some clients may show emotional dependence or impulsiveness related to gaming.
Our task is to communicate effectively and guide the client toward repeat deposits without pressure or aggression.
If a client asks about the company’s honesty:
Calmly and confidently provide authenticity certificates.
Support your answers with facts and official information.
Never engage in personal conflict or accusations.
2. Style and Structure of Responses
Respond clearly, to the point, and with care.
Understand the essence of the client’s question and give a direct answer immediately.
Use simple words, clear instructions, and relevant details.
Avoid sounding too dry or robotic.
Guiding questions help you:
Better understand the client’s problem;
Assist even those who explain it poorly;
Create a sense of attentiveness and care.
💡 Use “human” empathy phrases such as:
“The solution isn’t ready yet, but we’re already working on it...”
“I understand this is important to you — I’ll try to speed things up...”
“I’ll do everything possible to help you.”
3. Response Speed and Chat Management
Fast responses = Client retention. If a client is asking many questions — they’re interested. That’s your opportunity to hold their attention and guide them toward a deposit.
⏱️ Recommendations:
Respond within 3 minutes.
Never let the client feel “forgotten.”
Keep the conversation smooth and focused on the client’s interest.
🎯 By understanding player psychology, you can:
Control the flow of communication;
Increase engagement;
Keep clients active longer.
4. Working with Betting Leads
For operators handling Betting, it’s important to know the basics:
What Live, Pre-Match, refund, cancellation, and technical calculation mean.
Main sports markets: ⚽ Football 🎾 Tennis 🏀 Basketball
Relevant terminology and calculation mechanics.
This demonstrates your professionalism and increases client trust.
5. Configuring Presets in the “Live Support” Panel
Presets are message templates that speed up operator responses.
Where to find preset settings:
Panel → “Settings” page
Section “Support” → “Add Preset” block
Why presets are useful:
Quick replies to common inquiries;
Unified communication style across the team;
Fewer mistakes and higher service quality;
Clients receive accurate and timely responses.
When creating your own presets, include:
Contact information
Links
Instructions
Frequently used responses
Variables
Variables
Variables are tools that simplify your workflow by automatically inserting user-specific values. Instead of manually typing, for example, a user’s domain, you can use the variable %domain_name% — which will automatically appear in the message (e.g., demotopg.com).
Example of effective use:
To reach VIP level, you need %sum_3_xp% more XP.
In this case, the variable %sum_3_xp% automatically substitutes the exact amount of XP needed to reach the next VIP status.
You can find the full list of available variables in the panel: Settings → General
💡 Tip: Use variables wherever messages to clients should be personalized, to automate routine tasks and avoid manual data entry.
Casino and Sports Betting Directions
Within our platform, there are two main directions:
Casino
Sports Betting
Each has its own operational features, regulations, and common types of user inquiries.
The following sections of this guide will provide detailed characteristics of each direction, as well as recommendations for handling the most frequent client requests.
Last updated
Was this helpful?