You may have noticed some changes when contacting us recently. We're always striving to improve your experience, and that includes providing top-notch support when you need it.
That’s why we've introduced our new messaging service, designed to make getting help a breeze!
This article provides a comprehensive overview of our recently launched messaging service, highlighting the key improvements designed to enhance your player experience.
What is the new messaging service?
It's a modern messaging platform that goes beyond traditional live chat. Once you initiate a chat and type in your question, you'll receive a real-time response!
When you connect to the chat, you will initially be connected to our Chatbot and asked for your name and the email address registered on your account. Once you've entered these details, you'll have the option to select “Talk to an Agent”.
We aim to provide a better experience with our messaging service by eliminating the need to repeat your query. You can start and pick up conversations anywhere, any time, without losing your history.
Your conversation history is always available, meaning you won’t need to repeat your information or re-identify yourself the next time you contact us, even if you are speaking with a different member of our Customer Support Team.
On our end, we will also have access to your chat history to continue assisting you further. Instead of starting from scratch, we can see your previous communication and the assistance and support that was previously provided.
How Messaging Works: Logged In vs. Logged Out
Our messaging service experience depends on whether you're logged in or logged out at the time of contact.
If you're logged in:
You won’t need to provide your name or email address, as you’re already verified.
You’ll have access to your full chat history, meaning you can pick up any previous conversations without starting over.
Conversations can continue at any time, even if you connect with a different agent, ensuring a smoother, faster resolution.
If you're logged out:
You’ll be asked to provide your name and the email address linked to your account.
Your chat history won’t be available, so you’ll need to start a new conversation and provide the necessary details each time.
You won't be able to continue conversations from where you left off if you disconnect.
For the best experience, we recommend logging in to unlock the full benefits of our messaging service.
Key Benefits of logging in:
No Need to Repeat Yourself: Your chat history is saved when you’re logged in, so you won’t have to explain your issue again or re-identify yourself, even if you're speaking with a different support agent.
Seamless Continuation: Our agents can review your previous chats and continue assisting you without starting from scratch, improving the overall experience.
Multitask Without Losing Your Chat: If you need to visit different parts of your account, clear cache, upload documents, or perform other tasks, you can easily return to the chat without losing your connection.
What do I need to know?
While you can no longer request the chat transcript yourself, we are happy to provide it for you upon request, whether for the current chat or a previous one!
As explained above, you can view your entire chat history if you are logged in. However, any chats conducted while logged out will not appear in the history.