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.

Was this helpful?