User Assistance Chat Widget

The User Assistance feature allows players to request help directly from their gaming machines. Center staff can monitor these requests in real-time, engage via a live chat interface, and track the resolution of every interaction.

How it works, end to end

From the moment a player identifies an issue to the final feedback rating, the assistance request follows a structured lifecycle:

1. Player submits a request: On the ggLeap client, the player taps the floating help button, picks a reason, and writes a message up to 2,048 characters.
2. Staff get notified: A toast appears in WebAdmin with a machine name and message preview, accompanied by a toggleable audio chime.
3. Live chat reply: Opening a request expands the live chat panel; staff and players can send as many messages as needed in real time.
4. Machine tracking: If a player moves machines mid-conversation, the request updates automatically to show both the original and current PC.
5. Resolving a request: Either side can close the conversation; staff select "Mark as resolved" from the action menu.
6. Player feedback: After resolution, the player can rate the experience with a 👍 or 👎 and an optional comment.
7. Reopening requests: Staff can revisit the "Resolved" tab to mark a request as "unresolved" if further follow-up is needed.
8. Deletion: Employees with the CanDeleteUserAssistanceRequests permission can delete individual or bulk resolved requests.

Player Experience (ggLeap Client)

The help button on the ggLeap home screen

The help icon sits at the top-right corner of the screen amongst the other system-level icons.

Submitting a request

Tapping the button opens a widget where players pick a reason and type their issue. Default reasons include Games and Other unless custom reasons are configured.

Active conversation

Once a request is sent, the player's messages appear on the right, while staff replies appear on the left.

A pulse on the help button notifies the player of unread replies.

Feedback prompt

Once resolved, the player sees a rating screen where they can provide optional feedback.

Employee Management (WebAdmin)

The Assistance Requests page

Staff use the WebAdmin interface to manage the real-time grid of help requests.

The page features "Open" and "Resolved" tabs and allows for inline chat expansion.

Live chat panel

Expanding a row reveals the chat history. Player messages are displayed in surface gray, and staff replies appear in WebAdmin blue.

Dashboard Widget

The Assistance Requests Widget offers a card-list layout for the dashboard. Open requests feature a yellow count pill, while unread messages are highlighted with a red circle on the "Open chat" button.

Audit Trail: Activity Log

Every action—created, resolved, unresolved, deleted, or config updated—is recorded in the dashboard Activity Log widget with the actor, target, and timestamp.

Configuration

The User Assistance section in the ggRock/LEAP Web-admin settings allows you to manage how customers or players request help from staff via the client interface.

Here is a breakdown of the specific settings highlighted in the red box:

Global Toggle Settings

• Assistance requests enabled: This is the master switch. When toggled on (blue), it allows players to send help requests from their stations to the admin dashboard.
• Play notification sound: When enabled, an audible alert will play on the admin's computer whenever a new assistance request is submitted by a user.
• Use custom reasons for assistance requests: Enabling this allows you to define a specific list of categories (like "Audio" or "Network") that users must choose from when asking for help. This helps staff prioritize and understand the issue before reaching the station.

Assistance Reasons List

This table manages the specific categories available to the user. Defining these helps organize your workflow:

• Existing Reasons: Currently, you have categories like Audio, Graphics, Network, Keyboard & Mouse, GamePasses, Shop, and Games.
• Managing Reasons:
• • Add Button: Click the blue "Add" button in the top right of this section to create a new category (e.g., "Food/Drink" or "Hardware Issue").
  • Options (Three Dots): The vertical ellipsis on the right of each row allows you to Edit the name of the reason or Delete it if it's no longer needed.

How it Works in Practice

When a player clicks "Request Assistance" on their screen, they will be presented with the list you've created here. Once they select a reason and submit, a notification (and sound, if enabled) will appear in your Activity Tracker or Dashboard so you can respond promptly.

Permissions & Access Control

Key Limits & Behaviors

• Message length: Maximum of 2,048 characters per message; counter turns red and Send is disabled if exceeded.
• One Open Request: A player must resolve their current request before opening another.
• Resolved Pagination: Loads 30 requests at a time via infinite scroll.
• Toast Duration: Notification toasts auto-dismiss after 10 seconds.
• Read-counter behavior: Atomic and monotonic; counters only increase and cannot be "un-read".
• Config Cache: Changes are pushed via WebSocket for instant application, despite a 1-hour CDN cache TTL.

Frequently Asked Questions

1. Can a player have more than one open request at a time?

No. A player can only have one open request and must resolve it before submitting a new one.

2. What happens if a player moves to a different machine?

The request stays open and the machine field updates automatically; staff see both the original and current machine.

3. Can employees see requests from other employees?

Yes. All employees in the center share the same list and can reply to or resolve any open request.

4. Is there a message length limit?

Yes—2,048 characters per message.

5. What if the player never leaves feedback?

Feedback is optional; if skipped, the Feedback column stays blank.

6. Can a deleted request be recovered?

No. Deletion—single or bulk—is permanent and cannot be undone.

7. Why is the chat widget not showing on a player's machine?

Possibilities include: the feature is disabled in Settings, no reasons are configured, or the ggLeap client version is outdated.

8. How long until a config change reaches all machines?

Effectively instant. A WebSocket notification is broadcast to every machine the moment settings are saved.

Updated on: 02/05/2026