Skip to main content

MYR - Chat Flow

Updated today

Live Chat Flow

1. Welcome & Initial Step

• The Welcome Message is sent automatically. No need to copy/paste the opening spiel.

• Greet the player politely and let them know you’re reviewing their concern.

2. Verification

• Ask for the Username for verification purposes (if not already provided).

• Do not request information the player already mentioned in the chat.

3. Identify & Respond

• Within 1 minute: Understand the player’s issue.

• Within 2 minutes: If the answer can be given right away, provide it.

• If more than 2 minutes is needed: Place the player on Hold and send the “Second Wait Message” to inform them you’re still checking.

4. While on Hold

• Once you have the answer, thank the player for waiting before providing it.

• Keep responses polite, clear, and professional.

5. Resolution or Escalation

• Aim to resolve or escalate within 3 minutes after the hold.

• If escalation is needed, send it to the appropriate team promptly.

6. Second Service Offer

• After resolving the main issue, send Second Service Offer 1 or Second Service Offer 2 (if applicable) once the player responds.

7. Closing the Chat

• 1 minute after sending the Second Service Offer (and if no further concerns), send the Closing Spiel.

• Close the chat immediately after the closing spiel is sent.

8. Inactive/Idle Chats

• If the player doesn’t respond for 2–3 minutes, send the Idle Closing Spiel and close the chat.

9. Time Management

• Target chat duration: 10 minutes.

• Exceptions allowed if the player has multiple or complex concerns.

10. Professionalism Always

• Be courteous, clear, and efficient throughout the interaction.

• Keep chats short so players can spend more time playing than waiting.



​You can check more details here:


New to MCW? Create an account in 1 minute and start winning!

MCW is a top online gaming site offering sports betting, casino, slots, and more. We've served the Asia Pacific market since 2015 with a fully licensed and regulated platform, ensuring a safe and fair gambling experience. Our advanced security measures keep your information confidential and our 24/7 live customer support team is always available to help. We offer competitive prices, a wide range of games, and secure payment options. Our mission is to provide the best responsible online gambling experience.

Did this answer your question?