Torrent Gear

How the casino uses Telegram to support customers

1) Why casino go to Telegram

Where there is already a player: you do not need a separate entrance - faster before the decision.

Omnichannel: bot + mini-application (WebApp) + live chat → a single context.

Speed and transparency: deposit/output statuses, KYC, tickets - right in the dialogue.

Reducing the load on e-mail/phone: auto-replies and routing close up to 60-80% of typical questions.

2) Basic support architecture in Telegram

1. Bot (Bot API): menus, quick replies, collecting categories, issuing statuses, CSAT/NPS polls.

2. WebApp (mini-application): KYC forms, cash register, transaction history, knowledge base, chats with the agent.

3. Agent software (CRM/Helpdesk): ticket queue, SLA, macros, templates, audit log.

4. Integrations: billing/payment providers, KYC/AML, anti-fraud, incident system (Status Page), transfers (localization).

Stream: The player chooses a topic → the bot clarifies the details → either decides itself (FAQ/status), or escalates to a person with context.

3) Categories of cases and what to automate

Payments: deposit/withdrawal status, fees, mirror method, check/TxID.

Account: login, password change, 2FA/biometrics, list of sessions.

KYC/AML: document upload, progress, timeline.

Bonuses/vager: conditions, validity period, excluded games.

Technical: slot startup errors, network/PWA problems.

Responsible play: limits, self-exclusion, breaks.

Statuses, help, step-by-step guides, collection of logs/screens, basic checks are automated. Escalation - to controversial/non-standard cases.

4) Safety and verification in chat

No data in the LAN to the "manager." Documents/operations - only in the official bot/WebApp.

2FA/biometrics: turn on in the office; for risk actions - step-up (code/confirmation).

Contact verification: answers only from a verified support account, nickname matches the site.

PII minimization: disguise details (1234), do not ask for seed/CVV/2FA codes.

5) KYC/AML via Telegram without risk

Loading documents only in the WebApp module (encryption, access restriction).

Clear statuses: "Received → Checked → Approved/Additional data requested."

Time windows and SLAs (for example, up to 24-48 hours) are visible to the user; notifications of status updates - to chat.

6) Routing, Queues and SLAs

Topic classifier: payments/CUS/technical support/responsible game/account.

Priorities: Payouts/Locks/Security is a high priority.

SLA levels: auto-response <1 min, first person <15 min (working hours), critical - ASAP.

Working hours and languages: Show schedules, available languages and ETAs in the bot card.

7) Live Agents: Standards and Tools

Macros/templates: statuses, KYC query, limit/pin instructions.

Check Sharing/TxID: Copy button + deeplink to transaction history.

Contact log: all player events (deposits, outputs, KYC, limits) - in the right CRM panel.

Communicating between departments without losing context.

8) Dealing with payments and disputes

One-click statuses: deposit/output (including network/token, Tag/Memo, TxID).

"Mirror method": explained in advance, visible in the profile.

Dispute: checklist for the player (amount, time, method, screen, TxID/ARN), internal SLA, escalation to the provider.

Refusal/delay: Honest communication, ETA and next steps.

9) Preventing phishing and counterfeiting

Badge "official bot" + link to it on the site.

Template message when first contacted: "We do not request/seed/CVV codes. Payments - only at the checkout."

Regular posts with examples of phishing, the "Complain about fake" button.

10) Multilingualism and localization

Auto-language detection by configuring Telegram + manual switch.

Local payment methods, currency, date/amount format.

Knowledge base: articles on the desired locales with the same structure.

11) Content and knowledge base (Self-Service)

Quick guides: replenishment, withdrawal, KYC, bonuses, limits, security.

Interactive: checklists, step-by-step scenarios, video/hyph instructions.

Search in the database: directly from the bot, with highlighting of relevant articles and deeplink in WebApp.

12) Support quality metrics

FRT (First Response Time), ART (Average Resolution Time), share of auto-resolved requests.

CSAT/NPS following the dialogue.

Repeated calls on the topic, escalation, share of incident contacts.

Product cross-metrics: conversion to re-deposit after the case, D7/D30 retention.

13) Incidents and mass problems

Incident message templates: what happened, who is affected, ETA, next steps.

Pin message/status channel: to unload the chat.

Auto responses on the topic: if spike by "conclusions" - the bot immediately reports the delay and estimated ETA.

14) Responsible play and ethics of communications

Do not fluff the promo after a series of losses or at night without opt-in.

Easy activation of limits and timeouts from chat.

Links to assistance organizations, the Responsible Gaming section - in one tap.

15) Analytics and A/B experiments

Test auto-reply texts, menu order, status statements, escalation triggers.

Measure increment: control groups without auto-reply vs with it; impact on FRT/CSAT/repeat deposits.

16) Telegram support launch checklist (one page)

1. Official bot on the site, verified nickname.

2. Menu: Payments Account KYC Bonuses Responsible game Support.

3. WebApp: history of operations, cash desk, KYC, knowledge base, chat with an agent.

4. Autostats: deposit/withdrawal/CCL, check/TxID, ETA.

5. SLA: auto-reply <1 min, priorities and working hours set.

6. Security: initData signature, 2FA, PII masking, LAN transfer prohibition.

7. Phishing memo and "Complain about fake" button.

8. Macros and templates, audit log, RBAC.

9. Metrics: FRT/ART/CSAT, auto-resolutions, incident-share.

10. Incident plan: status channel, template, escalation process.

17) Frequent errors and quick fixes

They ask for documents/data in the LAN. → Prohibit, everything - via WebApp.

No transaction statuses. → Integrate cash desk, show check/TxID and ETA.

Push-spam promo. → Frequency cap, "quiet hours," opt-in.

Long wait for a person. → Expand auto-replies/routing, add shift on duty.

Inconsistency of responses. → Macros, knowledge base, trainings, quality control.

Fakes and clones. → Publish nickname, warnings, verification, complaints.

18) Mini-FAQ

Can live agents be completely dispensed with?

No, it isn't. Auto-replies will close the routine, but disputes, incidents and payments require a person.

Where to store correspondence and data?

In your CRM/Helpdesk with encryption, access by roles; in Telegram - only operational notifications.

How to speed up KYC?

Clear document requirements, checklist, realtime validators, progress status bar and notifications.

Is it possible to solve controversial payment cases in chat?

Yes, but the fixation goes to CRM: attach a check/TxID, time, method, provider's answers.

Support in Telegram is effective when it is official, secure and integrated with the cashier, KYC/AML, knowledge base and CRM. Combine bot, WebApp and live agents, automate statuses and simple scripts, follow ethics and responsible play - and get quick decisions, high CSAT and less loss on the way to play and payments.