iGaming teams

VIP desk and support on the same numbers, with a record of who did what

Connect the numbers your players write to. Shifts pick up chats where the last one stopped, agents never see a player's phone number, and response times are measured.

Sharing one number across three shifts

In an iGaming operation most player contact runs through a messenger, around the clock. Three shifts use the same number. If that number lives on one phone or in a shared session, the same problems pile up:

• The night shift passes on what it told a player about a withdrawal by word of mouth, and half of it is lost by morning.
• Agents can see the player's phone number and username. When an agent leaves, that list leaves with them.
• When a message is deleted or a chat changes hands, nobody can say who did it.
• A VIP player's message waits in the same queue as a hundred general support questions.

MyCRM is a panel that puts this in order. Today it works with Telegram: personal numbers, groups, channels and bots. WhatsApp is in development and coming soon, with Instagram after that.

How MyCRM handles it

• Same number, separate logins: a number is connected to the panel once. Each agent signs in with their own panel account; nobody is given a Telegram password or login code. Chats from every number arrive in a shared inbox.
• Hidden player phone numbers: per number, you can stop an agent from seeing the player's phone. The agent runs the conversation but cannot carry the contact away. The rules are described under team permissions.
• VIP kept apart from general support: give VIP numbers to the VIP desk only. You can also limit an agent to the chats assigned to them, so a VIP player keeps talking to the same person.
• Deletion limits and an audit log: restrict who may delete messages. Sensitive actions go to the audit log, so who did what and when can be checked later.
• Tickets for payment and withdrawal issues: when the fix depends on another team, open a support ticket with a priority and a resolution target. It has an owner until it is closed.
• Response-time reports: first response time is measured per agent and per number, waiting chats are listed, and an hour heatmap shows when the load arrives. Plan the rota from that.

What you need and where it lives

What a shift handover looks like

It is 23:50. The evening agent adds a note to the chat of a player waiting for a withdrawal: the request has gone to finance and the player was told to expect news in the morning. A high-priority ticket is open for the case and a reminder is set on the chat for 09:00.

The night shift signs in with their own accounts. When the player writes again, the agent sees the note and the open ticket and does not start from the first question. In the morning the reminder fires, the case is resolved and the ticket is closed. The next day the shift lead checks first response time for the night hours in Reports.

MyCRM does not connect to your payment system or player back office in this flow. The status of the withdrawal lives in your own systems; the panel makes clear who owns the conversation and the follow-up. If you want chat events in your own tooling, there are webhooks and CSV export.

To try it, create an account and connect one number. The full Telegram feature set is described at telegram.mycrm.sh.

FAQ

Can agents see a player's phone number? Only if you allow it. Per-number permissions let you hide the phone, make an agent read-only and restrict message deletion.

Are conversations stored on your servers? Message history is not stored; it is read live from Telegram. Session keys are encrypted with AES-256-GCM. The panel holds notes, tickets, labels and the event records needed for reports. You can add two-factor authentication to panel logins.

Do you guarantee that numbers will not be restricted? No, and nobody can. Account restrictions are Telegram's decision. You can assign each number its own proxy from a proxy pool; that is housekeeping, not a promise of protection.

Does MyCRM cover licensing or regulatory compliance? MyCRM is a messaging and follow-up panel. It has no licensing, age-verification or compliance functions and makes no claims in those areas. That responsibility stays with the operator.

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