Chat room

The chat room is a communication platform provided by XYes.com for players, where they can interact with other players, share gaming experiences and strategies, and even receive real-time customer support.

To enter the chat room, customers need to log in to their XYes.com account, and they can find the entry to the chat room in the upper right corner of the game interface or homepage.

All registered and logged-in users on XYes.com can use the chat room feature.

Customers can chat and share gaming experiences with other players in chat, ask customer service questions and get assistance, or participate in discussions and special events.

We require all users to adhere to principles of politeness and respect, prohibiting any form of abusive behavior or the dissemination of fraudulent information. If customers encounter any issues, they should report them promptly to our customer service team.

The chat is going to be constantly monitored by one of the customer service agents and they will enforce appropriate behaviors from customers, ensuring that any users that refuse to abide to the rules, are either block temporarily or banned permanently, depending on the offense.

Receiving support in chat

In the chat room, customers can receive instant help regarding game rules, technical glitches, and general issues.

However, it is important to guide them to the private chat in case the issues they are asking about are related to their personal account, for example, issues related to fraud, security, accounting or any other type of concern related to personal information, should be addressed via email or via private chat.

Escalating issues related with the chat

If customers encounter technical issues in the chat room, such as being unable to send messages or join, we can advise them to try refreshing the page or logging back in.

A basic troubleshooting guide might help them with the issues presented.

If after checking all the aspects of the chat, the case is still not clear, then you may proceed with the escalation process to have our developers' team check it.

It is important to include all pertinent account's information, the issue the customer is claiming to have, all investigation done by customer service agent and screenshots that show the customer's problem clearly.

Make sure to create the ticket in Intercom for the customer to follow up and so that we can keep up to date with new information about the case.

Create the correct expectations with the customer and let them know that we do not have an estimated time frame for the issue to be solved, but that we will contact them as soon as we have an update.