Support Inbox

What it does

Answer players in live chat from one workspace - the queue, the conversation, and the player’s account side by side. Chats arrive from the chat button on your site, you take the ones you want, and everything said is kept as a permanent record.

Where to find it

Support -> Support Inbox

Before you start

Support Inbox only receives chats when your brand’s chat mode is set to the built-in chat. Set that in Support -> Support Chat, in the Support chat field:

Built-in chat - players use the chat window on your site and their messages land here.
External link - the chat button opens the link in Live Chat URL instead. Nothing arrives in Support Inbox.
Off - no chat button at all.

The three panes

Left - the queues. Four tabs:

Mine - conversations assigned to you. Carries a count while you hold any.
Queued - waiting for someone to take them. Each row has an Assign to me button. Carries a red count while anyone is waiting, so you can see it from another tab.
Team - conversations your colleagues are handling.
Closed - finished conversations, newest first. Search by username or name, and press Load more to go further back.

Each row shows who is chatting, the last message, how long they have been waiting, and an unread count. Every row also carries a pill saying where it stands - Waiting, You, Assigned or Closed - so a chat still in the queue is obvious in any tab. Queued chats are ordered by who has waited longest, not by who wrote most recently.

Centre - the conversation. The live thread, with a box to reply. An Online tag appears while the player has the chat window open, and Seen by the player appears under your last reply once they have read it.

Right - the player. Balance, tier, last deposit, last withdrawal, whether they have a withdrawal pending, and how many earlier visits they have made to the chat. Open full record slides their whole player page in over the chat - transactions, bonuses, payment accounts, everything - and closing it puts you back in the conversation where you left it. Open as a page at the top of that record leaves the inbox for the standalone player page instead. Both controls appear only for a role that includes the Players menu.

Guests

People can chat without signing in. A guest row is marked Guest and shows the name they typed, or just “Guest” if they gave none.

There is no account behind a guest yet, so the right-hand pane has nothing to show - no balance, no deposit history, no player page.
If the guest signs in or registers while the chat is open, the conversation follows them: the row stops saying “Guest” and starts showing their username, and everything already said stays in place.
If they already had an open chat under their account, that one wins and the guest chat is closed - so ask them to sign in early if you can.

Departments

A department decides who sees which chats. New conversations land in the default department, and staff read and answer only the departments they are in. Filter the queue with the chips above the tabs.

What you may DO with a chat you can see is your role, not your department:

Support Inbox alone - read and answer the departments you are in.
Read every department - see every conversation in the brand, internal notes included. You still answer only in your own departments.
Take over chats - pull a chat off the colleague currently answering it, which is how a conversation whose operator went offline gets freed.

Departments and the roles above are set up on Support Chat; the Departments chip above the tabs takes you there.

Common tasks

Open the Queued tab and press Assign to me on a waiting chat. If a colleague takes it first you will see a message saying so - that is normal, only one person can hold a chat.
Type your reply and press Enter. Shift+Enter starts a new line.
Press Note before typing to leave an internal note. Notes appear with an “Internal note” label on a yellow background and are visible only to staff - the player never sees them.
Press the paperclip to send a screenshot or a PDF. Files can be up to 10 MB.
Press Transfer to hand the chat on. Pick a colleague, pick a department if you know the desk but not the person, or choose Back to the queue so anyone can take it. The open-chat count is there to inform you, not to stop you: transfer to a busy colleague anyway if they are the right person.
Press Close chat when the player is done. If they come back later, the new conversation is linked to this one, so their history stays together.

Working fast

Waiting time. The time on a row counts up while a player waits on you: from when a queued chat entered the queue, and from the player’s last message on a chat you hold that has unread messages. It turns amber after 2 minutes and red after 5. Mine is ordered by the player’s latest message, so whoever wrote last is on top.
Canned replies. In an empty reply box type / and a few letters of the code or name. Move with the Up and Down keys, press Enter or Tab to insert, Esc to close the list. The reply goes in the player’s language when the chat knows it, with the player’s name, your name, the brand and the other variables filled in. A variable the inbox cannot fill stays as written, for example {{player.tier}} - fill it in or delete it before you send.
Several chats at once. What you type in a chat stays there when you switch to another and back, until you send it or reload the page. Alt+Up and Alt+Down move to the previous and next chat in the list, and Alt+N switches between a reply and an internal note. The keyboard button above the conversation lists every shortcut.
Images. Paste a screenshot into the reply box, or drag a file onto the conversation, to attach it. On a chat waiting in the queue, attaching takes the chat first, just as sending a reply does. Click an image in the conversation to see it full size - useful for reading a transfer slip.
Earlier messages. Scroll up to load earlier messages, or press Load earlier messages.
Who wrote what. Every reply from your team shows who sent it. Replies sent by the Support Assistant are marked Assistant.
Transfer note. When you transfer a chat, add a note for whoever takes it. Colleagues see it in the conversation; the player does not.
Closing. Close chat asks you to confirm, with room for an optional reason that only colleagues see.
Desktop alerts. Press Turn on desktop alerts above the queue once and allow it in your browser. After that, a new chat in the queue or a new message on a chat you hold also shows a notification on your computer while the panel is in a background tab.

Things worth knowing

Just start typing. If the chat is not yours yet, sending it takes the chat and posts your reply - you do not have to press Assign to me first (the button is still there for when you want to take a chat without answering it yet). On a chat a colleague is holding, taking it needs the take over chats permission; without it the reply box stays read-only and the chat is not yours to take.
Owners can open any chat in the brand. Staff see the departments they are in, plus their own chats.
Messages you have already sent are never lost. If your connection drops, the panel reconnects and picks up where it left off; a “Reconnecting…” line appears while that happens. A chat you just opened can show “Connecting…” for a moment; a reply you send meanwhile shows faded and goes out as soon as it connects. If your brand’s chat mode is not Built-in chat, the queue says so instead and nothing arrives here - see Before you start.
You do not have to sit on this page to know a player is waiting. A chat entering the queue, or a new message on a chat you hold, plays a chime and lands in the notification bell in the top bar - alongside deposits and withdrawals - which shows one row for support, and opens this page when you click it. Its number is the chats waiting on you: the ones nobody has taken yet, plus your own with something unread. It does not list the chats themselves - the queue below does that, with the filters and the transcript beside it. The bell’s own count is that number plus the deposits and withdrawals waiting on a decision, and it shows in the browser tab too. The bell’s mute toggle silences the chime.
Every message, note, transfer and close is kept permanently as part of the account record, which is what makes chat usable as evidence in a deposit or withdrawal dispute.