Many operators manage multiple brands simultaneously. Chatform offers powerful tools to easily create variations of ticket handling instructions for each brand. This allows Chatform to automatically identify the brand a player is contacting for support and handle the ticket accordingly.

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How Does It Work?

By default, ticket handling instructions apply to all brands. When you create a variation for a specific brand, that brand is excluded from the default instructions and follows only its specific guidelines.

Chatform simplifies creating brand variations by automatically populating ticket instructions and configurations. Typically, variations are minor, such as adjusting the minimum bet amount. You only need to change specific numbers in the instructions, and you’re all set.

This capability saves teams hundreds of hours, eliminating the need to maintain dozens of “primitive chatbot flows” for every brand and language. By centralizing and streamlining the creation of variations, we empower CS teams to manage multiple brands efficiently.

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Brand Varient Ticket Handling Instructions

Example: Withdrawal Times

If a player inquires about why their withdrawals from Brand A haven’t reached their account, check if it’s within the processing timeframe for that brand. Since each brand may differ, create a variant to instruct Chatform AI on the specific withdrawal processing timeframe. For a different brand, Brand B, you might provide a different timeframe or entirely different handling instructions.

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How to Set Up Brand Variants

  1. Go to the ticket type setup page.
  2. In the top left corner, click the brands dropdown and select “Add Brand Variation.”
  3. Choose the brand for which you want to apply the variation.
  • This will exclude the selected brand from the main instructions and allow you to set specific guidelines and actions.
  • Define rules, specific instructions, and actions for each brand.
A pencil icon will appear on any brand with an unpublished version of the ticket instructions, allowing you to easily track changes that are still unpublished.

3. Test and Activate:

  • Thoroughly test your brand ticket instructions to ensure they function as intended.
  • Publish your brand variation instructions.

If you have any questions, feel free to reach out to our support team.