What are collectors?
Collectors are dynamic, configurable forms you embed in your player support workflow to gather structured information before a user is handed off to an agent, or even when no ticket needs to be created at all and you just want to collect information. They offer a flexible way to collect valuable data that helps streamline the support process or operate entirely independently without triggering a support ticket.
Why use collectors?
| Benefit | What it means for you |
|---|---|
| Less back-and-forth | Agents start with the details they need instead of chasing basics like “What device are you on?” |
| Cleaner data | Standardised fields make it easier to slice, dice, and report on issues later. |
| Happier users | Users feel heard immediately and see that you’re already working on the right problem. |
| Collecting feedback | It's not only about support, you can also use collectors to collect valuable feedback from your players, even directly in-game. |
| Flexibility | Build a collector for any scenario, then tweak it without code whenever requirements change. |
Common use-cases
- Bug or player reports – Reproduce issues faster by capturing device, OS, steps to repro, screenshots, logs and more.
- Feedback collection – Collect user feedback to gather valuable insights.
- Lost account inquiries – Gather identifiers (player ID, last login, receipts) up front to speed up recovery.
- Missing purchases – Collect transaction IDs and payment receipts so you can resolve payment issues faster.
- Anything else – If you need structured input, a collector can handle it.
Tip: You can create as many collectors as you like, so feel free to get granular if needed.
Where and how collectors can be used
| Where to use | Example |
|---|---|
| Assistant | Define scenarios that tell the assistant when to suggest a specific collector as the next best action. |
| Embedded in articles | Embed a collector at the end of an article so players can escalate if the self-help didn’t solve their issue. |
| Troubleshooter flows | Insert collectors as branching steps inside interactive flows for a seamless, guided experience. |
The built-in “Contact Us” collector
Every game ships with a default Contact Us collector. If users contact support without going through a more specialized collector, the default contact us collector is used to collect whatever information the user can provide upfront.
You can also configure which users have to go through a default contact us collector in order to contact support and which users can bypass it (e.g. your VIP users) in the game settings.
