Building with transparency

New features

• Multi-file uploads for players: Players can attach several files to their tickets, like multiple screenshots or documents.

• Agent file attachments: Agents can now add any file to replies, not just screenshots.

• Localized message templates: Canned responses now support multiple languages, perfect for multilingual teams.

• Knowledge base breadcrumbs: Breadcrumb trails added to help center articles for better player navigation.

• GDPR data deletion enhancements: Easily fulfill “right to be forgotten” requests from the player profile with full data deletion.

• Custom sorting for insights stats: Sort insights by any metric or breakdown to tailor reports to your needs.

• Custom sorting in inbox views: Sort conversations by different options such as status or last activity.

• Custom timeframes: Analyze data in any timeframe you want in both insights and workforce dashboards.

• Keyboard shortcuts for attachment browsing: Cycle through attachments in a ticket using keyboard keys for faster reviews.

Analytics & reporting

• Improved top questions & content gap reporting: Get sharper insights into what players are searching for—and what’s missing from your help content.

Performance upgrades

• Optimized search indexing: Agent search results are now faster thanks to improved message indexing.

• Faster analytics dashboards: Reporting dashboards now load faster, even with heavy data.

• General performance gains: Better load times, lower memory usage, and improved in-game SDK performance.

New Features

• Reopen Closed Tickets: Players can now reopen resolved tickets. New messages are linked to the original case for full context.

• Filter insights by tags and fields: Added support for filtering insights with your custom tags and fields.

• Export stats from insights: Support exporting insight stats in csv or xlsx format.

• Allow redacting attachments: User uploaded attachments can now be redacted.

• Top questions report: Generate reports to find out what questions users are asking the most.

Analytics & Reporting

• Expanded Support Metrics: Added new insights like pending times, assignment speed, and first response times for deeper visibility.

New Features

• Ticket Notifications + Slack Integration: Get real-time alerts for new tickets. Configure notification policies to send to email or Slack. Full Slack OAuth included for fast setup.

• Tier-Based Ticket Auto-Routing: Define player tiers (like VIPs) and automatically route their tickets to the right agent teams with higher priority.

• Automatic QA: Review and score every conversation with customizable QA scorecards, handled automatically.

Usability & Workflow

• Per-Game Email Channel Settings: Set different email configurations per game for clearer branding and better control.

• Ticket status filters: Allow filtering tickets and insights by ticket resolution status (resolved, rejected auto closed)

• General UX Enhancements: Smoother UI, improved form validation, clearer labels, and better loading states.

For our November updates, see here

For our October updates, see here

For our September updates, read here

Web support site We recently released our companion web support site in addition to our in-game SDK. It is fully customizable to match your own look.One thing which we haven’t talked about much yet is our AI powered assistant which is also available on the web support site.

We map the intent of the player and give the best possible self-help, which can range from giving a short summary of what the player is looking for to asking more questions from the player before either automatically resolving the issue or directing the player to a support agent.

We’ll cover our AI assistant in more detail in a future update.We are also building an embeddable web self-help widget which we’ll tell more about soon!

Support Application & SDK

The end of June was likely the busiest we have ever been. We have heavily focused on new improvements to our SDKs, making it possible for gaming companies to build better deflection flows directly from our Support Application. Now, we have a wider variety of Android devices supported.

Knowledge base & Collector

We recently added new capabilities, allowing the integration of a powerful Collector element into knowledge base articles. This enables gaming companies to collect information from players before any tickets are created.

Support application

Troubleshooter

Players can get seamless help in-game with our interactive troubleshooter. Create automated flows that answer the most common inquiries, without ever creating a ticket. Players can rate their experience and we analyze each step that players make to provide meaningful insights and to iteratively improve deflection and player satisfaction even more. No need for guesswork.

Collector (formerly Forminator 3000™)

Create custom collectors to collect feedback, report bugs, gather information about a missing purchase before connecting the player with agent, and much more. You can create interactive experiences to the players. Give suggestions to users how they can solve their issue, only ask for the information that you actually need to solve the issue & automatically add tags and fields.

Over the past few months, we have been identifying the shortcomings of existing automation solutions and building our own approach to take automation to the next level. In today’s update, you can see a sneak peek of what we have been working on. With our troubleshooter, you can build automated flows to help players without ever having to create any tickets. Our automations are easier to maintain and more cost effective than traditional bots are.We have more cool automation features to highlight in future updates!

Support app

Added validations to field, tag and message template editors for better user experience. We also now persist information about deleted tags and fields so you can still see how they were used in old conversations.

Discord

Our product now includes a Discord bot which your community can ask questions from and the bot will answer referencing your game’s knowledge base.

Support application

Last week we released an editor for configuring fields in the settings. In the editor, you can mark fields as editable or metadata. This week we added support for agents to set editable fields in conversations. Every field type (e.g. date or dropdown) has its own type of editor for ease of use.

We also added a “Show always” option for to the field editor. By default fields are only shown once they have been set, but now you can choose if you want to always display some specific fields, e.g. to remind agents that they should be set.

Last week we introduced our AI assistant to allow asking questions about your game’s knowledge base and get instant answers. We have now extended this so you can get a suggested resolution from our assistant with a single click from player’s message.

Support app

New Assistant - Released our improved and revamped assistant. You can now ask our assistant about your game and get instant answers. Your agents can get answers to players’ questions in matter of seconds without leaving the conversation.

Message template tags - Support automatically adding tags to conversations when using message templates.

Configuring fields - Support configuring fields in the settings. Fields can be added for a specific game or all the games. Currently the following field types are supported:

1. Text

2. Multiline text

3. Dropdown

4. Multi dropdown

5. Date

6. Yes/No

SDK

Added smart search for knowledge base articles. The search analyzes the player’s intent and shows the best results based on that, with support for multiple languages.

Knowledge base

1. Automatically generate embeddings from all articles and localizations with LLM for new AI-enabled features. We have a lot of cool features planned that use these, that we’ll be showing off in near future.

Infrastructure

1. Setup new LLM models hosted in our AWS infrastructure for specialized tasks.

SDK

1. Send statistics when players view articles or start conversations with support.

Support application

1. Support adding and removing tags in conversations.

Support Application

Message templates

Support adding, editing and deleting message templates in the game’s settings page. Message templates can be added for all the games or a specific game and can be used for both player facing messages and private notes. Support agents can select message templates when talking with the players and modify the message before sending it.

AI search for conversations

You can now simply write what conversations you’re looking for, and we’ll take care of the rest.

Infrastructure and performance optimizations

We’ve improved the delivery time of time critical events, now our support app gets realtime updates even faster than before. We’ve also spent time hardening our infrastructure and improved scalability.

Support app

Tag management:

Add tag management view to settings page where you can add, edit and delete tags. Tags can be added for all games or a specific game.

Tags can also be configured to be shown based on different conditions. For example, you can choose to only show bug related tags for related conversations so that agents can more accurately and efficiently pick the correct tags.

On top of manual tagging, we will also support automatic tagging in very near future!

Translation editor

Added a translation editor to allow custom tailored texts for each languages for categories, automated messages, etc. The translations for languages other than English are optional - if you wish the messages to be auto-translated by our AI.

Conversation filtering

Added filter conversations bar to conversation lists. You can filter conversations by assignee, category, CSAT scores, and when the ticket was created. We will add more filters in near future!

Knowledge base

1. Add statistics for the whole game with language breakdowns

2. Support editing articles as drafts and publishing them once they are ready to go live

Conversations

1. Allow configuring the entry message players see when they start a new conversation

2. Send automatic reminders to players if waiting for their reply. The reminder messages and time after which players are reminded are configurable for each game.

3. Automatically close conversations with a message after period of time. The message and time is configurable for each game.

Knowledge base

The following statistics are now available in article and category views:

1. Views

2. Unique views

3. How many players started conversations

4. Total conversations started

5. Deflect rate

Users can also see language specific breakdowns and compare deflect rate to past periods.

We have also added more details about when articles have been modified and published to make it easier to see if something is out of date.

Support app

1. My conversations view to only show your own conversations

2. Added game settings page to support app

Knowledge base

1. Improved knowledge base editor to support more rich elements

2. Show information such as which languages are in use and last updated in the article lists.

Recovering from the GDC and a bit longer Easter holidays, we're back on track. Besides having good meetings and making new acquaintances lately, our products are also progressing forward.

SDK

1. Send information about player’s device that can be viewed in conversation

2. Allow games to send custom metadata to support app

Support Application

1. Our support application can now be run as an standalone application (Mac, Windows).

2. It's now possible to leave private notes within conversations

Knowledge Base

1. Support automatically translating an existing knowledge base article localization based on updated main language.

This week, we've been mingling around the GDC, making new connections, listening to experts, and enjoying good company during the side events.

For the past week we've been busy polishing out our SDK and Support App, making it faster, look better and added small nice things like key shortcuts to increase efficiency.

We also had time to take some of our bigger features forward. This week we finally made the knowledge base articles available in the SDK Support Center, with full localisation support of course.

We've also been busy working on our Agent Assistant AI, which allows support agents to quickly ask for help when resolving players' tickets. We utilise all the information the game has entered in their knowledge base to give fast, accurate answers. No more jumping between different windows trying to find the answer to the player's issue. The Assistant AI is still work in progress, but we're seeing great results already, so we wanted to give a small sneak peek.

Next week we're going to be at the GDC, ready to show off our product!

SDK & Knowledge base

1. The SDK has been translated to Spanish, French, German and Finnish.

2. Published articles are now shown in the SDK Support Center with localisation support.

3. Polished transitions for a smoother feel.

Support App

1. Polished the UI/UX in many places.

2. Improved the loading performance for faster navigation between pages.

3. Added some keyboard shortcuts for increased efficiency.

4. Agent Assistant AI in conversations for quick help. Still work-in-progress!

It has been a super busy week wrapping these features up. We are really happy about the speed and the accuracy of real-time translation between player and support.

Knowledge base articles can now be automatically translated to several different languages (default option is the languages that game supports).

We have been busy testing also multilingual real-time translation between support and the player. The speed and accuracy amazes us!

If you want to see this in action, book a demo session with us!

Auto translate conversations

1. Player’s messages are translated to support agent’s language and vice-versa

2. CSATs feedbacks are also translated

Knowledge base

1. Creating and editing articles

2. Automatically translate articles to other languages

3. Versioning articles

Support App

1. Automatically summarize conversations with AI.

2. Automatically determine if the player's issue was resolved with AI.

3. Show related conversations for player with a short summary of the issue.

Knowledge Base

1. Support editing categories in Knowledge Base.

2. Support adding new articles to games.

3. Continued work on article editor and localizations.

Support App

1. Implemented roles and access control for companies and users. Company admins can decide what level of access to give to the users they create.

Knowledge Base

1. Support creating new categories. Categories are company-wide and can be added to any game within the company.

2. Implemented adding and sorting categories in a game’s knowledge base.

3. Started work on article editing & localizations.

API

1. Updated all existing API endpoints to authorize requests based on the roles.

SDK

1. Work on native iOS SDK framework. Games can open and close support center from their native iOS games and iOS simulator.

Support App

1. Improvements to SSO authentication flow and implemented log out functionality.

2. Agent profile with statistics such as daily, weekly and monthly average CSAT / total conversations, recent feedback and performance in different categories

3. Started work on Knowledge Base management.

General

1. Continued the refactoring work from last week to pay off technical debt

SDK

1. Improved the UX for starting a new conversation

2. Started working on iOS demo game that we will integrate our SDK to.

Support App

1. Support resolving conversations

2. Show CSAT score in the conversation view

General

1. Paid off technical debt that has been accrued in the past months of rapid development.

Support App

1. Keep track of the last read messages and automatically scroll into the last seen message

2. Generic error handling for dealing with inline & whole page errors

SDK

1. Allow players to start conversations with the support.

2. Unified help center and talk with us allowing seamless navigation between knowledge base and ongoing discussions.

3. Added conversation list to the Chat with us section

4. Added the ability to send and receive new messages

Support App

1. Support browsing all past conversations, or by game

2. Receiving and replying to player messages

3. See conversation events such as when the conversation was assigned or transferred and to whom

4. Indicate when player is typing or if you have unread messages

SDK

1. New help center page with customizable theme

2. Made opening support view blazing fast ⚡

Support App

1. Added support for multiple games

2. Realtime updates of conversations

3. Assigning agents to conversations

4. See your assigned conversations with a browser-like tab navigation