🎧 Quick Start — Support Agent

Welcome to the support team! This guide will help you get started from day one. You'll learn about the essential tools you'll need daily and how to handle the most common situations.

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🔑 Step 1: Log In

1. Open the dashboard link: Open Dashboard
2. Enter the username and password provided to you
3. After logging in, the main page will appear with the side menu

Tip

Change your password immediately after your first login for increased security.

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🔍 Step 2: Search for a User

This is the most common task you'll perform daily. You can search for any user in multiple ways:

📍 Menu Location: Users → Users

👥 Open Users Page

Available Search Methods:

Search Method	When to Use	Example
UID	When the user gives you their unique number	4634426
Name	When you know the username	Ahmed
Email	To search by registration data	user@email.com
Family ID or Name	To search by family association	Family Stars
Country	To filter users by country	Egypt 🇪🇬
VIP Level	To filter users by VIP tier	VIP 3

Search Steps:

1. Go to Users from the side menu
2. Use the search fields at the top of the page
3. Click Search 🔍 to search
4. Click on a user's name to open their profile

Note

You can combine multiple search fields to narrow down results. For example: search by name + filter by country.

📖 Learn more: Full Users Guide

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📩 Step 3: Handle Complaints

Complaints are the first line of communication between you and users. Review them regularly and respond quickly.

📍 Menu Location: Users → Complaints

📩 Open Complaints Page

Workflow:

New Complaint → Review Details → Investigate → Take Action → Update Status

What You'll Find in Each Complaint:

Field	Description
User	Name, photo, and UID of the complainant (link to their profile)
UUID	Unique identifier of the complainant
Contact Method	Phone number or email for communication
Category	Complaint type (report, technical issue, inquiry...)
Description	Complaint details written by the user
Attached Images	Screenshots or photos as evidence
Status	New / Under Review / Reviewed

Steps to Process a Complaint:

1. Open the complaint and read the details carefully
2. Click on the user's name to open their profile and verify information
3. If the complaint is against another user → search for the reported user
4. Take appropriate action (warning, partial ban, full ban)
5. Update the complaint status to "Reviewed"

📖 Learn more: Full Complaints Guide

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🚫 Step 4: Ban a Violating User

When you need to take action against a violating user, you have several options:

📍 Menu Location: Users → Bans

🚫 Open Bans Page

Ban Types:

Type	Description	When to Use
Partial Ban	Block a specific action (entering rooms, sending gifts, microphone)	Minor violation — first warning
Full Ban	Block the user from the entire app	Repeated or serious violation
Device Ban	Prevent the device from creating new accounts	Prevent evasion by creating alternate accounts
IP Ban	Block the IP address	Advanced manipulation cases

Steps to Create a Ban:

1. Go to the Bans page
2. Select the user (by UID or search by name)
3. Choose the ban type (partial or full)
4. Write the reason clearly
5. Attach evidence images if available
6. Set the ban duration (temporary with expiration date, or permanent)
7. Click Save

Important

• Use partial bans first before full bans to give users a chance to correct their behavior.
• Document every action by writing clear reasons and attaching evidence images.
• Device bans prevent creating new accounts from the same device.

📖 Learn more: Full Bans Guide

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💰 Step 5: Check User Balance/Charges

When a user asks about their balance or a charging issue:

Checking Balance:

1. Search for the user on the Users page
2. Open the user's Profile
3. Go to the Charge Reports tab to review charging history
4. Or the Coins tab to review current coin balance

Which Tab to Open for Each Issue?

Issue	Appropriate Tab
User says "I charged but didn't receive balance"	Charge Reports — Check charging history
User asks about current balance	Coins — View current balance
Missing gift	Gifts History — Check gift records
Salary issue	Profit Reports — Review earnings reports
VIP issue	VIP — Check membership status
Agency issue	Agency Logs — Review agency records

📖 Learn more: User Profile Guide

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🔄 Suggested Daily Workflow

1️⃣ Log in
    ↓
2️⃣ Review new complaints (Users → Complaints)
    ↓
3️⃣ For each complaint:
    ├── Read the details
    ├── Open the reported user's profile
    ├── Verify information
    ├── Take action (warning / partial ban / full ban)
    └── Update complaint status
    ↓
4️⃣ Follow up on expired temporary bans (need renewal?)
    ↓
5️⃣ Answer user inquiries

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❓ Frequently Asked Questions

A user says their account is banned and doesn't know why

1. Search for them on the Bans page by UID
2. You'll find the ban reason, duration, and who issued it
3. If the ban was a mistake, you can lift it

A user wants to change their phone number or email

1. Search for them in Users
2. Click Edit from the actions menu
3. Update the required information

A user reports a violating room

1. Get the room owner's UUID
2. Go to Room Closing
3. Enter the UUID, room type, and closing duration

A user says gifts aren't working

1. Check their balance in the Coins tab
2. Check gift records in the Gifts History tab
3. If it's a technical issue, escalate to the technical team

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📌 Important Pages for You

Page	Link
Users	👥 Users
User Profile	👤 Profile
Complaints	📩 Complaints
Bans	🚫 Bans
Charging	💰 Charging
Support & Moderation	🛡️ Overview