Representative requests must not imply callback support

Automation Draft Weakness

The earlier automation draft asked the customer for a callback time window and said the request would be routed for representative follow-up. The later handoff flag similarly assumed direct contact was the required next step.

Manual Reply Improvement

Matt clarified that Xgaming does not currently offer live phone support and that support is handled personally by email, then invited the customer to state the question or issue.

New Drafting Rule

For a request to “speak with a representative,” do not imply that a phone call or callback is available. If no issue detail is present, draft an email-support acknowledgement that asks for the customer’s question and any relevant order or product details. Use human takeover only when the next required step truly cannot be handled through a safe written reply.

Storage Decision

Proposed private-note drafting rule. It does not change a published support-channel policy without human review.