This version focuses on rule-based control over AI-assisted support, letting brands govern how the AI agent responds and how conversations are routed based on the specifics of each ticket. This gives teams a more deliberate way to align automation with their support policy, directing conversations to the right team from the outset and keeping hand-offs consistent with how each brand wants players handled. The release also improves responsiveness for players who request a human early and reinforces the quality of day-to-day interactions. 

New Features:

• AI Actions and Routing Rules: Brands can define conditions that match a conversation, such as channel, sender and receiver address, account status, KYC status, player segment, or arbitrary player data, and set what the AI does when they are met. Actions include applying a category and allowing or blocking transfer to a human agent. Where a rule blocks transfer, the AI directs the player to sign in or contact support by email rather than offering a hand-off. 
• Automatic Routing to the Right Team: Tickets that match a rule are assigned to their category the moment they are created, reaching the right team without an intermediate triage step. Matching uses the same conditions as the AI rules.

This release focuses on making day-to-day support work faster, more informed, and easier to manage. Agents benefit from a redesigned ticket list, continuously refreshed player profile context, and richer email and category detail across their views. Onboarding is simplified through an automated, web-based account setup that reduces the need for engineering involvement. The release also delivers a broad set of reliability improvements across reporting accuracy, email attachment handling, conversation continuity, and ticket lifecycle automation.

New Features:

• Automated Account Setup: An accessible, web-based setup experience lets authorized non-technical users initialize new accounts with less engineering assistance, reducing onboarding effort and time to value.
• Email Address Visibility and Filtering: Configured sender and receiver addresses are now visible and searchable across dashboards, the ticket list, and ticket views, so teams managing multiple support addresses can identify the correct mailbox and filter results more accurately.
• Continuously Refreshed Player Profile Context: The player profile refreshes with current back-office data whenever a conversation starts, reopens, or begins as a new ticket, with timestamps and player-segment visibility. Agents and quality teams work from fresher, ticket-specific context and can provide more accurate assistance.

This release focuses on a more configurable and consistent support experience for agents and specialists, alongside meaningful improvements to AI accuracy and reliability. Agents and specialists gain new control over their workspace and message-sending preferences, a unified escalation workflow, and better visibility into player profile changes and translated system messages. On the AI side, improved knowledge-base processing and stronger URL validation help deliver more accurate, trustworthy responses and stop the assistant from surfacing invalid links. The release also resolves a broad set of issues across translation, ticket handling, email, and the customer widget, improving day-to-day dependability for both support teams and players.

New Features:

• New Category and Department Logic: Agent and specialist departments can now be assigned to the same category, so an agent no longer has to change the category when escalating to a specialist.
• Sidebar Lock: The sidebar can now be locked in either the expanded or collapsed state.
• Translated System Messages: System chat messages are now translated and displayed in the ticket view.
• Message-Sending Preferences: Agents and specialists can now choose whether to send messages with Enter or Shift + Enter, configurable on the profile page.
• User Profile Page: A user profile page is now available from the profile icon, where users can configure their personal settings.
• Player Profile History: Changes to player profile data are now visible in the PAM profile section, each with a date and time stamp.

This version focuses on three areas: integration maturity, operational control, and platform resilience. The most notable addition is a standardized client data retrieval model that allows the platform to request player profile information directly instead of relying only on pre-supplied token payloads. The release also improves AI support quality by expanding available account context and making answer delivery more responsive in chat experiences. In parallel, several reliability and security improvements reduce post-deployment disruption and strengthen how sensitive signing keys and user sessions are handled.

New Features:

• Standardized API Player Profile Data Retrieval: The platform can now request player profile information directly from external systems through a more structured integration model, rather than relying only on pre-supplied token payloads.
• Expanded Profile Context for AI-Assisted Support: Support for account status information and flexible additional data fields helps the AI provide more relevant and informed responses based on the player’s current account condition.

This release delivers a set of practical improvements aimed at helping support teams work faster and with greater clarity. Agents can now filter queues more effectively, search category structures more directly, and copy key case information with less effort. The release also improves visual consistency across inbox and conversation views, making ticket status and participant context easier to understand at a glance. In addition, administrative configuration has been expanded to support more tailored department and category structures.

New Features:

• Channel-Based Queue Filtering: Agents can now separate chat and email tickets into distinct views, with live counts shown for each queue. This makes it easier to prioritize real-time conversations while still managing email workloads efficiently.
• Direct Category Search: Users can now search nested categories and select the exact result directly, without manually clicking through each level of the category tree. This speeds up categorization and recategorization tasks.
• Click-to-Copy in the Agent Workspace: Key values such as email addresses, usernames, and ticket identifiers can now be copied directly with a single click, reducing repetitive manual steps.

This version delivers significant improvements to customer satisfaction measurement, AI agent reliability, and operational tooling. The centerpiece of this release is a comprehensive CSAT feedback system, including in-widget survey comments, a dedicated performance dashboard table, and advanced filtering and sorting capabilities, giving support managers deeper visibility into player sentiment. Critical improvements to AI agent behavior ensure more reliable multilingual conversations, proper ticket lifecycle handling, and accurate knowledge base responses. Additionally, this release introduces ticket transcript extraction for compliance workflows and a fully built-out Golden Fortune demo experience.
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New Features:

• CSAT Survey Comments: End users can now leave optional text comments (up to 500 characters) after submitting a star rating. Brands can enable or disable this feature per chat widget. Comments are stored alongside ratings and displayed in the ticket view.

• CSAT Performance Dashboard Table: A new 'Ticket Rating' table is available at the bottom of the Performance Dashboard, displaying ticket ID, last update time, brand, category, last assignee, CSAT score, and survey comment. The table supports full-column sorting, a universal search field, and CSV export filtered by date range.

• Ticket Transcript Extraction: Compliance managers and admins can now select one or more tickets from the inbox and download their full transcripts as a single, GDPR-compliant file. Files are named with the download date, and tickets are ordered sequentially.

• Golden Fortune Demo Experience: A complete front-end demo environment for the Golden Fortune brand is now available, featuring interactive gameplay simulation, contextual bonus display, proactive widget behavior, correct policy documentation, and randomized per-player data for realistic demo scenarios.

This release delivers a broad set of player-facing improvements across AI quality, platform responsiveness, support workflows, and operational readiness. Players should see faster interactions, more accurate and natural conversations, and smoother handoffs between AI and human teams. Support agents and specialists also benefit from cleaner escalation behavior and a more usable ticket history experience. In addition, the release supports business growth by enabling new brand structures and updated support categories.

New Features:

• Improved Ticket History Experience: Clearer preview information, visible ticket identifiers, and the ability to open historical tickets in a new browser tab make it easier for teams to review past conversations without interrupting current work.

• Expanded AI Knowledge Foundation: A broader platform and iGaming context have been introduced during optimization, helping the assistant provide more relevant and informed responses across a wider range of player questions.

• New Support Structure Enablement: New categories for and department setup for brands allow faster onboarding and more accurate routing from day one.

This version is a targeted release focused on improving operational clarity and support workflow consistency. The primary enhancement ensures that ticket status updates submitted by specialists are now visible in the ticket view, giving teams better visibility into ongoing work and player case progress. In addition, support agent naming has been updated in a client environment to provide clearer, more standardized agent identification. While this is a smaller-scope release, it delivers meaningful improvements in usability and day-to-day support coordination.

New Features:

• Standardized Support Agent Naming for a Client Deployment: Support agent display names were updated to a clearer, simpler naming structure, making agents easier to identify in operational workflows and supporting a more consistent support team presentation.

This release delivers a set of practical improvements centered on operational reliability and queue accuracy across TUGI. Teams can now manage ticket status updates more efficiently in bulk, while several workflow improvements reduce the risk of tickets becoming hidden, misplaced, or left without a clear owner. Specialist handling has been strengthened so escalated conversations return to the correct queue when needed, making it easier for teams to pick up player requests without interruption. In addition, message display and widget presentation have been refined to improve the overall support experience for both agents and end users.

New Features:

• Bulk Ticket Status Updates from the Inbox: Managers and authorized team members can update the status of multiple tickets at once directly from the inbox, reducing repetitive manual work, speeding up queue management, and helping teams process larger backlogs more efficiently.

This version introduces client-facing improvements that make the platform more adaptable, more polished, and more reliable in daily support operations. The release adds new branding capabilities for account admins, upgrades the AI experience through a model refresh and response optimization, and improves how ticket activity is surfaced to agents. It also enhances escalation messaging and administration workflows to reduce friction for both end users and internal teams. The result is a release that supports stronger brand alignment, better communication quality, and more dependable support handling.

New Features:

• Custom Account Branding: TUGI accounts can now display a company's own branding in place of the default platform logo, giving organizations, especially BPO and white-label partners, a more tailored product presence and a stronger branded experience for internal teams and external stakeholders.

• Upgraded AI Model Experience: The platform now uses an updated AI model foundation to support faster, more effective conversational performance, improving answer quality and keeping the product aligned with ongoing AI capability improvements.

This release focuses on improving daily support operations for agents, specialists, and admins. The biggest advances include a more complete specialist workspace experience, more precise control over when AI participates in player conversations, and a more consistent, understandable interface across ticket-handling views. The release also improves operational resilience in high-volume scenarios and adds export options that make service data easier to use outside the platform. In addition, several brand configuration updates prepare the platform for new and expanding environments.

New Features:

• Specialist Workspace Enhancements: Specialists can now manage escalated work more effectively, including direct player communication, de-escalation support, internal collaboration, and clearer handling of escalation notes.

• Channel-Specific AI Controls: Brands can independently enable or disable AI participation for chat and email support, with an option to prioritize human-first responses when needed.

• CSV Export for Dashboard Data: Teams can now analyze, share, and store reporting data outside the platform.

• Trace Visibility in Conversation View: Makes AI interaction review easier for internal teams working with conversation diagnostics and analysis.

This version introduces new capabilities for operational oversight and more flexible player engagement, while also improving the reliability of core support workflows. Managers now have access to a dedicated Real-Time Monitoring dashboard for live performance tracking. Player conversations are more inclusive with anonymous chat access and smarter language handling, while agent collaboration has been streamlined to allow human agents to take over conversations more cleanly. The release also includes a broad set of platform improvements that enhance queue behavior, message translation, mobile usability, and system responsiveness.

New Features:

• Real-Time Monitoring Dashboard: A new live operations dashboard provides managers with visibility into open ticket statuses, team availability, activity levels, and performance indicators, helping teams monitor support operations in real time and make faster decisions.

• Anonymous Chat Access: Players can now start a chat conversation without authentication, reducing friction at the moment of contact and making it easier for prospective or unverified users to reach support.

• Dynamic Language Switching with Manual Override: Conversations can now adapt more intelligently to the player's latest message language, while still allowing human agents to manually adjust language when needed for better communication control.

• Human Takeover from AI agent: Agents can now take full control of a conversation more seamlessly by removing the AI agent from the ticket when joining, reducing overlap, and improving handoff clarity.

This release delivers a player-facing quality upgrade centered on more accurate AI responses, faster translations, and a more polished support experience. The release improves how the platform interprets knowledge content, chooses the right information source, and communicates with end users in a way that feels more natural and brand-appropriate. It also strengthens reliability in content rendering and operational security, while improving integration guidance for client teams. Overall, this release helps support teams deliver more consistent, scalable, and trustworthy customer service.

New Features:

• Dynamic Transfer Messaging for Responsible Gaming Scenarios: Transfer notifications are now more flexible and context-aware rather than relying on a fixed message, creating a more natural handoff experience and better supporting brand-aligned communication.

• Client-Independent Player Data API Foundation: A standardized approach was introduced for retrieving player data via API-based integrations, laying the groundwork for more scalable, maintainable client integrations that prefer direct backend connectivity.

This version is a targeted release focused on improving player-specific channel configuration and strengthening the reliability of data interpretation. Clients gain better control over how AI support is used across communication channels, which is especially valuable for organizations that want to keep human ownership of email interactions while continuing to benefit from AI in chat. The release also improves how player segment data is recognized, reducing the risk of inconsistent behavior caused by formatting differences. Together, these updates support more predictable operations and a smoother service experience.

New Features:

• Channel-Specific AI Control for Email Support: Email automation can now be turned off for a specific player setup while leaving chat automation active, giving support teams greater flexibility to tailor service operations by channel and maintain human-led handling where needed.

This version delivers a focused set of improvements to make TUGI more dependable for live support operations. Brands now have better control over whether AI participates in email support, helping align service delivery with channel-specific expectations. The release also improves the consistency of AI behavior in production by addressing situations where conversations can become stuck rather than progress through the normal support flow. In addition, player guidance for forgotten-password scenarios has been improved so users receive clearer self-service instructions instead of being unnecessarily routed to a human queue.

New Features:

• Email Channel Control for AI Support: Brands can now disable AI participation in email support when a fully human response is preferred, giving teams more flexibility to tailor support experiences by channel and maintain the right tone for high-sensitivity communications.

This release delivers a focused but high-impact update to the TUGI chat widget. The main improvement is expanded language support for Turkish, ensuring the widget experience better matches the player’s active conversation language instead of relying on fixed English interface text. This creates a more natural and inclusive support journey for end users, especially for brands serving multilingual audiences. The release also improves localization flexibility for future markets by introducing a programmatic way to change the widget language and by adding safer fallback behavior when translations are unavailable.

New Features:

• Programmatic Widget Language Control: Brands can now support changing the widget language through the Widget API, creating more flexibility for player journeys where language may be selected automatically or changed during the conversation.

• Dynamic Language Support for Widget Interface Content: The widget now supports adapting previously hardcoded interface text to the active chat language, laying the groundwork for a more consistent multilingual experience across supported markets.

This version is centered on making customer support operations more dependable, responsive, and brand-adaptable. Agents can work more confidently with improvements to ticket access, shift handling, queue behavior, and message visibility, while players benefit from more accurate AI responses and smoother chat experiences. The release also adds new business capabilities, including unattended ticket auto-assignment, last-assignee routing for reopened conversations, player-segment-based AI access control, and brand-specific wording and styling options. Overall, this version strengthens both day-to-day support efficiency and the quality of end-user interactions.

New Features:

• Automatic Assignment for Unattended Tickets: Reduces manual queue handling and helps teams respond faster when new work becomes available.

• Reopened Ticket Routing Based on Last Assignee: Conversations are directed back to the most appropriate handler with less operational friction.

• Selective AI Access by Player Segment: Brands can offer full AI support to eligible players while presenting a lighter FAQ-style experience to others.

• AI Feedback and Reasoning Visibility: Gives teams better insight into AI decisions and a structured way to improve future responses in agent workflows.

• Dynamic AI-Generated Transfer and Action Messaging: Handoffs and workflow messages now feel more natural, contextual, and player-friendly.

• Brand-Specific AI Tone and Wording Customization: Including tailored communication style for and colleague-based wording preferences.

• Expanded Integration Guidance: JWT examples and implementation support have been added to simplify onboarding for partners and client development teams.

This release focuses on faster support response, more proactive player engagement, and a more dependable support experience across TUGI. Support teams can now benefit from automated assignment of unattended tickets, while clients gain more flexibility to trigger the widget proactively with contextual information. The AI agent is also better aligned with operational realities by accounting for business hours, improving player expectations around live support availability. In addition, this release includes a broad set of usability, translation, messaging, authentication, and queue-handling improvements that strengthen both player and agent experiences.

New Features:

• Automatic Assignment of Unattended Tickets: Unattended tickets are now automatically assigned to available agents, including accept-or-decline workflows and persistent notifications, helping teams reduce response times and improve queue coverage.

• Programmatic Widget Control: Clients can now trigger the widget proactively, pass contextual information, and start guided interactions in relevant player moments.

• AI Awareness of Business Hours: The assistant can now communicate support availability more accurately and manage escalation expectations outside operating hours.

This version delivers meaningful improvements to customer support operations and player experience. Players will notice a more responsive, intuitive chat experience, while support teams gain better control over widget settings and brand configuration. The AI agent now handles user-provided information more accurately, gives more context when data is invalid, and follows knowledge guidance more consistently. The release also includes important reliability enhancements for email delivery, ticket handling, authentication, and agent session continuity.

New Features:

• Configurable Chat Widget Visibility: Organizations can now choose to hide the widget button unless there is an active reason to show it, such as an open conversation or a new message, keeping websites cleaner while still making support available when it matters.

• Dedicated Chat Widget Settings Page: Admins now have a centralized place to view and manage widget settings for each brand independently, making configuration easier to scale across multiple brands.

• Brand Category Management: Teams can now manage support categories directly in brand settings, including adding and maintaining category structures, giving admins more flexibility as support operations evolve.

• Internal Notes for Invalid Player Data: When the AI agent encounters invalid player information, it can now provide internal notes to support teams, giving agents clearer context and speeding up follow-up handling.

This release introduces a stronger foundation for multi-brand, multilingual support operations. The release adds new administrative controls for AI features, supports email management, and improves how players are routed and assisted across chat and email channels. Significant attention was given to conversation reliability, queue accuracy, and translation continuity to enable support teams to work with greater confidence. The result is a more scalable platform for brands serving multiple markets with both human and AI-assisted support.

New Features:

• Brand-Level AI Settings Management: Admins can now manage AI capabilities at the brand level from a dedicated settings experience, making it easier to control how AI is used across brands and tailor AI behavior to each organization's needs.

• Multiple Support Emails Per Brand: Brands can now configure multiple support email addresses, enabling localized or market-specific support communication while keeping replies consistent with the email address the player originally used.

• Automated Language Detection in the Widget: The widget can now detect a player’s language from their first message, reducing friction at the start of a conversation and helping players get assistance in the right language immediately.

• Dutch Widget Language Support: The widget now supports Dutch, expanding localization coverage and helping brands serve Dutch-speaking audiences with a more native and trustworthy experience.

• Continuous Notifications for Unattended Incoming Work: Agents now receive repeating audio notifications when new work arrives while they are away from the active TUGI window, helping teams notice new conversations faster and improving response times.

• Imported Historical Conversation Access: Historical support data can now be brought into TUGI and reviewed in a dedicated migration area, giving support teams access to previous conversations for continuity, training, and better player context.

This version focuses on making customer support operations faster, more reliable, and easier to manage across chat and email channels. This release improves message handling, email continuity, queue visibility, and multilingual support, enabling teams to respond with greater confidence and less manual intervention. It also introduces new administrative controls for AI configuration and routing, helping organizations better align automation with agent availability. Overall, the release strengthens day-to-day support workflows while improving the experience for both agents and end users.

New Features:

• Centralized AI Settings Page: Admins now have a single place to view and manage AI-related capabilities by brand, improving governance and reducing setup complexity.

• Dynamic AI or Human First-Response Control: Organizations can now route conversations based on live agent availability, helping balance automation with human support coverage.

• Asynchronous Language Detection: Conversations can begin without unnecessary delays while still preserving translation support when messages are delivered to end users.

This release focuses on making TUGI easier to operate, analyze, and more dependable in production. The headline update is the enhanced Dashboard v2 experience, which gives teams more flexible filtering, clearer performance metrics, and improved visibility into support outcomes. Alongside this, the release strengthens AI and human routing behavior, improves the day-to-day agent experience, and delivers a broad set of stability, security, and responsiveness improvements. Together, these changes help support teams work faster, make better decisions, and deliver a more consistent player experience.

New Features:

• Enhanced Dashboard v2 Analytics Experience: Updated filters, improved status visuals, drill-down category reporting, and expanded performance metrics to support better operational analysis.

• Availability-Based Routing: Conversations can now be directed based on whether human agents are online, reducing manual configuration effort and balancing AI and human support more effectively.

• Proactive Conversation Context: AI-assisted conversations can use more relevant context when tickets are created and handled, improving the quality of automated interactions.

• Widget Client API Documentation: New documentation to help partners integrate, control, and customize the chat widget more effectively.