Service Desk

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Service Desk Audit

Ask management questions about Service Desk activity, player messages, staff work, campaign replies, complaints, and priorities. Audit is read-only and individual results include their Ticket number.

Read-only
Common audits
0 this week0 overdue

Today

Open a service case or jump into the full Crisp conversation.

MessageDetails
Open Individual Messages to load the queue.

SMS Templates

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Select a template

Choose a template from the library, or start a new one.

Templates are shared. Anything saved here is what the whole team sends from, so a small wording fix helps everyone at once.

Shortcuts

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Select a shortcut

Pick one on the left, or create a new one.

Shortcuts are shared across the Service Desk. Use a clear, descriptive name so anyone can find the right reply quickly.

Live Crisp Helpdesk articles. Edits here write back to Crisp, and Refresh pulls any changes made there.

Articles

Open Knowledge Base to load Crisp articles.

Select an article

Pick an article on the left, or create a new one.

This view does not keep a second copy of your articles. It reads and writes the Crisp Knowledge Base directly.

Service Desk Automations

Automate follow-up on open Service Desk tickets using ticket criteria, AI evaluation, or both.

Automation Builder

Placeholder for ticket-based automations. Nothing on this page sends messages yet.

TriggerOpen or unresolved ticket · Alliance last responded · waiting on player for X days.
QualificationUse ticket status, AI assessment, booking opportunity, contact eligibility, and other Service Desk criteria.
DecisionCriteria-only, AI-evaluated, or a combination before a follow-up is allowed to send.
MessageTemplate or AI-assisted message with numbered reply choices such as 1, 2, or 3.
Reply handlingInterpret numbered replies and update the ticket appropriately without encouraging STOP.
SafetyRespect Global DNC, SMS/email opt-outs, recent-contact limits, open-ticket state, and duplicate-send protection.
This will share the same underlying automation foundation as Campaign Manager, while keeping Service Desk automations ticket-driven rather than marketing-driven.
SentTypeSend asRecipientsDeliveryMessageResult
Open Send History to load history.

Drafts

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Select a saved draft on the left, or create one from a Service Desk selection.

TagStatusIn useCreated byActions

Tag Rules

RulePlayer reply containsApply tagStatusActions
No tag rules yet.
Players

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Casinos
Partner Casinos—Live + onboarding
Live—Currently active
Onboarding—Preparing to go live
States / Regions—Markets represented
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Events

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Leads
Issued LeadsBy Issued Date
Current lead pool—— issued · — registered · — registration rate

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PlayerContactCasinoEventCert CodeStatusADTIssuedExpires
Certificates
Created
Current certificate pool—— validated · — redeemed · — redemption rate

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PlayerContactCasinoEventCert CodeStatusADTValidatedExpiresBooking
Host Casino

Pending Confirmation

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Reports

Super Admin reporting workspace. We can organize additional operational and historical reports here over time.

Player OverviewLoading…
Registration History
Booking History
Casino master dataRead-only source records.
Casino→Event→Lead→Certificate→Booking

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Live Bubble
State
Time zone
Status
 
CasinoLocationTime zoneStatusModified
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Event master dataRead-only source records.
Casino→Event→Lead→Certificate→Booking

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Live Bubble
EventCasinoDatesTypeStatusFunnel
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Lead master dataRead-only source records.

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Live Bubble
PlayerContactCasino · EventCertificateStatusADTCreated
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Certificate master dataRead-only source records.

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Live Bubble
PlayerContactCasino · EventCertificateStatusADTExpires
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Booking master dataRead-only source records.

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Live Bubble
PlayerTripStayCertificateStatusADT
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Quiet monitoring for message plumbing, webhook processing, and the hourly Crisp reconciliation safety net.

Realtime webhookLoading…Checking the latest Crisp event.
Crisp reconciliationLoading…Checking the latest scheduled safety run.
Bubble dataLoading…Checking the live read connection.
Bubble PlayersLoading…Checking the canonical User source.
Open issuesLoading…Recent unprocessed or failed integration events.

Service Desk communication store

Permanent Crisp history owned by the CRM. Every Ticket correspondence should be complete, attached, and safe to re-import without duplicates.

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Live Bubble data

These checks read Bubble directly, using the same source as the CRM business-data pages.

DatasetStatusCurrent Bubble countResponseCheckedSource

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Recent integration issues

Only exceptions that may need attention are shown here.

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Recent reconciliations

The hourly job is a safety net; realtime messages normally arrive through the webhook first.

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Service Desk UserPlayer conversations and approved daily tools.
Service Desk ManagerOperational Service Desk management.
CRM AdminCRM settings, integrations and administrative areas.
Super AdminFull access, including sensitive controls.

CRM users

Edit a user’s full name, role and access. Sign-in uses the one-time code sent to the user’s login email. Login email remains read-only. Mark is protected as the primary Super Admin.

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UserRoleAI & Intelligence AdministrationAccess
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Super Admin-only access

Read-only inventory of sensitive features currently restricted to Super Admin. This is not a permission editor yet.

Current access map
Bookings · Estimated RevenueEstimated revenue inside Summary of Results is visible only to Super Admin. Booking totals, averages and peak-day analytics are available to other users.
Bookings · Reporting timePacific Time / My Time Zone reporting selector.
Tables · Organization defaultsSet the default column order, widths and visibility used by other users.
Service Desk · SMS usageConversation-level SMS segment and usage details.
Service Desk · Delete conversationPermanent Crisp conversation deletion control.
Templates · Permanent deletePermanent deletion of message templates.
Users & Permissions · Change accessChange CRM roles and AI & Intelligence Administration access.

Instructions

Standing rules that tell Player AI how to behave across every conversation, including tone, safety, terminology and when to involve a person.

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Intake & Identification

This runs before Player AI answers a new web chat or text. AT Central first tries to identify the person, attach the correct Player to the Ticket, and load the Alliance Travel information we already know.

Changes save automatically
Step zeroIdentify the player before answering

If AT Central cannot identify the person with enough certainty, Player AI asks one simple identification question at a time instead of answering a player-specific question.

1
Use what we already know

Existing Player link → exact cell phone → exact email. A unique exact match can be attached automatically.

2
Ask only for what is missing

Name → cell or email → player club number or certificate code. SMS already gives us the texting number, so Player AI will not ask for it again.

3
Load the player situation

Name, contact information, player club number, current lead, certificate and status, booking status, casino and current offer context are placed in front of Player AI before it answers.

4
Keep unlinked intake on the Ticket

If no Player can be matched, the information the person gives us stays on the Ticket for the Alliance Travel team.

Important: A name by itself is not enough to attach a Player. If the match is not unique, AT Central keeps asking for a stronger identifier rather than guessing.

Scenarios

Specific conversation playbooks. Define when a situation applies, the response strategy, sample player wording and an example reply.

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Answers

The approved facts and answers Player AI can use with players. Keep these current, concise and player-facing.

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Playground

Have a full test conversation with Player AI. Use sample Players to test identification, missing information, certificates and bookings, or select a real Player in read-only mode. Nothing here is ever sent.

Safe test · never sends
Test conversationUnknown visitor
Not identified
Additional test context
ConversationPlayer and Player AI responses appear below.
No test messages yet.Type what the player says above to start.
Decision detailsAfter each message, this shows whether the system was still identifying the player or had enough context to answer.

Internal Intelligence

Rules the CRM uses to organize conversations and determine next actions.

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Confidence & Automation

Confidence describes how strongly the system supports a conclusion. Automation describes what authority that conclusion has. They are deliberately separate.

PLAYER RESPONSE CONFIDENCECan we support what we are saying?

Driven by approved player-safe sources and risk signals. It governs whether the Player AI can draft confidently or should require a human.

WORKFLOW CONFIDENCEHow sure are we about the next move?

Separate from response confidence. Ready to Close uses its own confidence plus hard guardrails such as questions, unfinished Alliance commitments and closing acknowledgements.

BOOKING-OPPORTUNITY CONFIDENCEHow sure are we about business intent?

Supports High, Medium, Low, Service and Declined classification. It does not determine whether the Service Desk conversation should remain open.

Master controlPlayer AI Replies: OFF

Player AI will not send any player-facing replies automatically.

When this is ON, AT Central first identifies the player. Player AI may then answer supported web chats and text messages. Email remains human-send. If Player AI cannot support an answer, it does not guess.
Web ChatAutomatic when Player AI Replies is on
SMSAutomatic when Player AI Replies is on
EmailHuman replies only
Human availability

Human support hours

These hours do not turn Player AI on or off. They are used only when Player AI needs to hand a conversation to the Alliance Travel team.

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Initial schedule: Monday–Friday, 9:00 AM–5:00 PM Pacific; weekends closed.

Current automation authority

These controls show what the platform is currently permitted to do with Player AI and Internal Intelligence conclusions.

Testing & Quality

Test the Player AI, audit its brain for conflicts, and review how Internal Intelligence compares with the actions employees actually take.

Review Player AI

Checks Instructions, Scenarios and Answers for conflicts, stale information and risky ambiguity. It never changes anything automatically.

No review has been run yet.

Internal Intelligence feedback

Real Service Desk actions create a passive quality signal—no separate feedback form required.

Service Desk AI Review

Re-run current Internal Intelligence across every active conversation, then review only the exceptions that still need human attention.

No full-desk AI review has been run in this browser session yet.

AI Punch List

Exceptions only—not another work queue.

0 items

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Recent full-desk reviews

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Recent Player AI evaluations

Playground and shadow-mode response tests appear here for audit.

Search checks Global DNC, SMS Opt-Out, Email Marketing, and preference history together.

Current communication restrictions

These are people we should not contact through one or more channels. AT Central automatically blocks them from Campaign Manager sends. Twilio handles SMS STOP requests, and AT Central blocks marketing email opt-outs before anything is sent to Postmark.

Preview Player Preferences Page
Player / ContactRestrictionSource / ReasonUpdatedAction
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Preference history

Append-only record of SMS STOP/START, email unsubscribe/re-subscribe activity, Postmark changes, and administrative updates.

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WhenPlayer / ContactRestrictionEventResultSource
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AT Central Documentation

The living operating handbook for what AT Central is, why it works this way, how to operate it, and how to continue developing it. Current state and history are maintained separately.

Super Admin only Live handbook
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Choose a chapterThe handbook will appear here.

Current system flow

This is descriptive, not a control panel. It reflects the current hybrid architecture while Bubble remains the operational source of truth.

B

Bubble

Current source of truth for casinos, events, leads, certificates and bookings.

One-way data feed into the CRM today
→Bubble API
A

AT Central

Service Desk, CRM data views, messaging workflows, permissions and the emerging AI layer.

Reads Bubble data and exchanges messages with Crisp
↔REST API + webhooks
C

Crisp

Current web chat and messaging transport. Conversation changes flow into the CRM in realtime.

Plugin webhooks in · REST API both ways · hourly reconciliation backup
Bubble → CRMCasinos, Events, Leads, Certificates and Bookings are exposed to the CRM through server-side API connections. The CRM does not currently write those records back to Bubble.
Crisp → CRMSigned plugin webhooks send message and conversation changes to the Service Desk in realtime, including state and deletion events.
CRM → CrispThe CRM uses the Crisp REST API for reads and operator actions such as replies, tags, conversation state and related service-desk operations.
Safety reconciliationAn hourly REST reconciliation remains as a backup in case a realtime Crisp webhook is delayed or missed.