Operators who set the right goals in January gain a head start in the yearly iGaming competition. We get that. While our clients focus on strategy, we make sure their products are ready to win on their terms. Dive in and explore our latest updates that drive engagement, boost retention, and simplify daily operations.
🧩 Content Management System (CMS)
This time, we powered the content management system with new widgets and opportunities for cross-team collaboration.
Concurrency Management
We’ve strengthened our CMS with Optimistic Concurrency Management to protect teams from accidental data loss when multiple managers edit the same content. For operators, this means fewer mistakes, clearer collaboration, and safer content updates, especially across large teams and fast-moving campaigns.
What’s new:
Content managers can still open and work on the same document in parallel, but the system now actively tracks save conflicts and keeps everyone informed.
How it works:
When several managers edit a document simultaneously, the first manager to save their changes does so without restrictions. If another manager attempts to save later, they will receive a notification that the document was modified by someone else, including the editor’s name and the time of the update.
New Widget: Random Slot
Test a new Random Slot widget that offers players a random slot experience by selecting a game from a predefined collection using a spinning carousel mechanic. This widget helps operators boost engagement and encourage exploration of games across casino pages.
Key highlights:
- Supports multiple product types (Slots, Live Casino, Instant Games, Bingo, TV Games, Virtual Sports);
- Configurable via CMS by product type, provider, category, or specific entity;
- Randomly selects one available game on spin;
- Includes smooth carousel animation with clear post-spin actions (Play Game/Try Again).
Betslip Widget Updates
From now on, the updated Betslip widget supports System bet type and taxes, including Win Tax and Stake Tax display. This ensures greater flexibility, performance, and consistent user behavior across platforms.
🏆 Customer Relationship Management (CRM)
The GR8 Tech team continues to enhance the CRM to equip clients with new tools for user verification and support. Check out the latest updates in Email features, identity authentication, Bonus Shop, and Player 360.
Identity Authentication for Intercom Messenger
We’ve introduced Identity Authentication for Intercom Messenger to help operators secure player communication and protect sensitive data across customer support channels. This update ensures that only logged-in players verified with a signed JSON Web Token (JWT) can access Intercom Messenger with their real identity, eliminating the risk of impersonation.
Key benefits for operators:
- Secure User Identity: Support team always knows they’re speaking with the correct, authenticated player;
- Stronger Data Protection: Player attributes passed to Intercom are verified and protected from tampering;
- Reduced Risk from Stolen Sessions: JWTs can expire according to security configurations in Intercom, significantly lowering the risk of misuse if a token is compromised.
Why this matters:
Without identity verification, Intercom Messenger is vulnerable to spoofing. Bad actors may attempt to access conversations by submitting known identifiers like email or user ID. With Identity Authentication enabled, Intercom loads player data only after successful verification, keeping conversations private and compliant.
How it works:
- The backend generates a secure user hash through Hash-based Message Authentication Code (HMAC) and the Intercom secret;
- The frontend loads Intercom Messenger with a verified user ID and user hash;
- If the hash is valid, the Messenger loads in authenticated mode with correct player data;
- If the hash is missing or invalid, Intercom opens in a non-authenticated state.
Email and SMS Transport Configuration in Operations Hub
The Operations Hub now supports advanced Email and SMS Transport Configuration, giving operators full control over how message traffic is routed across brands. CRM teams can set default transport distributions for basic communication and specific system events (e.g., password recovery), ensuring flexibility, stability, and complete visibility across message delivery.
ℹ️ Transport refers to the collection of configuration details required to deliver a message through a specific communication channel and provider.
Examples:
- SMS Transport: Includes parameters such as the alphaname, the default short domain, and the SMS provider used for message delivery;
- Email Transport: Includes the sending domain, reply-to domain, and the email service provider responsible for sending the message.
Default transport specifics:
- This transport configuration is automatically used for sending messages associated with a specific communication channel unless another option is selected;
- When defining the default traffic flow for each channel, operators can either route 100% of traffic through a single transport or set up a weighted distribution across multiple transports, assigning precise traffic percentages to each one;
- This approach helps balance load, reduce dependency on a single provider, and maintain delivery stability.
How to set up system events:
- In the Events Settings section, click on the Select Event dropdown button and choose the relevant system event from the list;
- You can add several transports from the available list and specify the distribution percentage for each;
- The approach ensures high-priority messages follow the most reliable or compliant delivery path.
SMTP Header Support for High-Complaint Email Detection
Operators can identify and analyze email complaint sources more easily with CRM email delivery enhancements, including SMTP header support and Google Postmaster reporting. Each email sent from CRM templates now includes a Feedback-ID in the SMTP header so that support teams can trace complaints back to the exact message.
Value for operators:
- Sharper email analytics;
- Faster issue resolution;
- Better spam monitoring;
- Control over campaign quality.
📍 Find the Feedback ID in the header in the {{templateID}}:CRM format in: Email Constructor → Content Settings → Settings
Product Categories in Bonus Shop
The Bonus Shop now comes with Product Categories, giving CRM managers a clearer way to structure offers and guide players to the bonuses that matter most. Categories are fully configurable in the CRM Back Office and appear on the front end instantly, improving navigation and overall clarity for players.
Value for operators:
This update helps operators organize Bonus Shop content better, highlight priority offers, and deliver a more intuitive bonus discovery flow.
Key functionality:
- The Product Categories tab provides the functionality for adding and managing bonus shop product categories that can be assigned to any product and are displayed to a player on a Bonus Shop page;
- “All” is the default category that can’t be removed. If no custom categories are added, players will see only “All”;
- CRM teams can create a new category by clicking Add New Category and entering a name (up to 99 characters);
- Once created in the default language, the category must be manually named in all other available languages;
- It is possible to delete, add, or reorder categories only in the default language;
- If a category is deleted from the Product Categories tab, it is automatically removed from all related product settings.
Notes in Player 360
We’ve expanded the Player 360 add-on app to show player notes directly inside customer support tools. This update gives support teams instant visibility into important player information. Specialists spend less time searching for context and more time resolving issues, which leads to smoother conversations, better decisions, and a stronger support experience.
Supported channels:
- Zendesk;
- LiveChat;
- Intercom.
How to view Notes:
- Hover over the relevant section to check Notes;
- In LiveChat and Zendesk, find Notes in a new field in the Highlights panel;
- In Intercom, access Notes in a dedicated tab in the Player 360 add-on app.
Personal Details Unmasking in Player 360
And here is one more update in Player 360. The feature gives customer support specialists more player verification options. Support teams can now temporarily unmask key personal details (last name, email, and phone number) directly within their support workspace, when required, while maintaining transparency and accountability. As a result, verification unfolds faster, and interactions become safer for operating teams and product users.
Supported channels:
How to unmask information:
- Click the eye icon next to the player’s name in the Highlights panel to unmask or mask details.
🔐 Every unmasking action is fully logged in the Unified Back Office, with clear records of who accessed the data and when.
👥 Player Account Management (PAM)
Operators have deeper control over how events appear in mixed and sport-specific AI recommendations thanks to the AI Feed settings for the Events tab in the UBO. This update lets teams fine-tune event visibility where it matters most, without relying solely on automated AI rankings.
Value for operators:
- Full control over event placement in mixed feeds and Top Widgets;
- Ability to promote priority events (locally important events, sponsorships, etc.) regardless of AI ranking;
- Better support for brand launches and “cold start” scenarios, before enough AI data is available;
- Stronger alignment between sports operations and AI recommendations;
- Less reliance on legacy tools, including Top Match admin, for GR8Light clients.
ℹ️ The Events tab acts as a practical override layer for AI recommendations. It helps operators balance automation with editorial control, ensuring the right events get the spotlight at the right time, across Live, Pre-match, sport-specific, and mixed feeds.
New functionality:
- Pin events to fixed positions in AI recommendations;
- Reorder events using drag & drop;
- Apply a Top Events filter for managing mixed (cross-sport) feeds;
- Use sport-specific filters to control events within sport-specific recommendations;
- Provide a better user experience with a new Tournament column.
♻️ Unified Back Office (UBO)
Unified Back Office comes with a full set of new features for extended analytics, autonomous margin control, faster brand launches, and precise bet management.
Preset Editor
Brand launches have become faster and easier with the Preset Editor in UBO. Instead of manually rebuilding complex configurations, Operations teams can now copy ready-made setups from a Source Brand into a new one, with all dependencies handled automatically.
Value for operators:
- ~90% reduction in operational setup time;
- ~65% lower operational costs through reduced manual work;
- ~85% faster time-to-market for new Brand launches;
- Lower configuration risk thanks to automated validation.
How it works:
Preset Editor automatically detects and copies full configuration chains (e.g., Quest → Segments → Conditions → Rewards) and performs validations to reduce configuration errors. This brings structure and predictability to onboarding, even for complex promo and gamification logic.
Supported setups:
- Gamification products;
- Promo mechanics (Promo Page, Banner, Randomizer);
- Level programs;
- AMS segments;
- Bulk copying of up to 25 entities of the same type.
ℹ️ AMS (Access Management Service) is a centralized system that manages user authentication, profiles, and access rights to ensure secure access to internal systems.
How the Preset Editor affects players:
Nothing changes directly from a player's perspective. The impact shows up where it matters: brands launch faster, promo mechanics behave consistently from day one, and post-launch fixes become the exception rather than the rule.
How the Preset Editor affects operators:
For operators and merchants, it brings earlier access to campaigns, gamification, and loyalty mechanics. While Preset Editor is an internal tool, its results are visible in smoother launches and fewer operational risks.
How Operations teams can use the Preset Editor during onboarding:
- Select entities from a Source Brand and copy them into the new Brand;
- Automatically resolve dependencies;
- Validate prerequisites (products, languages, currencies);
- Copy complete setups into the new Brand.
Desktop Header
We’ve released an updated Desktop Header component that gives operators full control over the entire header layout—not just the center, but also the right-hand side. For operators, this means faster setup, cleaner structure, and more freedom to design a header that supports engagement and conversion goals on desktop.
New configuration flow:
When setting up a Desktop Header Item, operators need to select the Item type at the first step.
Available Header Item types:
- Custom;
- Deposit;
- Language switcher;
- Login;
- Notifications;
- Registration;
- Search;
- Profile;
- Player Balance.
CSV Export in Audit Log
Audit Log now supports CSV export, allowing operators to download audit events for analysis, compliance checks, and reporting. Export behavior matches Casino Monitor CSV Export and respects applied filters, visible columns, and user permissions.
New functionality:
- Export audit events to CSV (Administration → Audit Log);
- Export applied filters, visible columns, and specified permissions;
- Track who exported the data, when it was exported, and which CSV file was generated.
☑️ Works the same way as CSV export in Casino Monitor.
Information visible in CSV:
- All columns;
- Actor IP and User Agent, if the Actor Name column is enabled.
How it works:
- Applies “Today” as the default date range to prevent accidental large exports;
- Exports data that matches current filters;
- If no data matches the filters, export is disabled;
- Shows a loading state and progress messages while running exports;
- Downloads files automatically when they are ready.
Bets Acceptance Control
Good news for operators who asked for the ability to stop or resume betting per brand: clear separation between Live and Pre-Match bets is finally available. The update supports day-to-day risk management, incident handling, and operational control—all from one place.
Feature specifics:
- Operators can manage two toggles per brand: Accept Live Bets and Accept Pre-Match Bets;
- Each toggle works separately, and any change applies immediately after confirmation;
- The setup is fully integrated with the Sports API and reflected in the Bets Monitor;
- For transparency, every change is recorded in the Audit Log, with separate events tracked for Live and Pre-Match updates.
Visibility in the Bets Monitor:
- When bet acceptance is paused, operators see clear informational alerts, such as full suspension, partial suspension by brand, or mixed configurations;
- If everything is active, no alerts appear.
📍 Find Bets Acceptance setup in: Content → Sport → Bet Acceptance.
Early Payout in UBO
UBO currently includes the Early Payout support for the following exports:
- Early Payout filter;
- Early Payout tag;
- Early Payout CSV export column.
Integrated Margin Customization
We’ve fully migrated margin customization into UBO, letting operators control margin settings without relying on internal teams. GR8 Tech clients can now manage margins faster and with greater precision, right where their daily operations take place.
New capabilities:
- Customize margins directly in the UBO workspace;
- Take advantage of support for multi-brand setups;
- Configure margins by sport, tournament, or event via templates;
- Provide segmentation support across risk levels, AMS, and user groups;
- Enjoy improved performance compared to the legacy setup.
⚽ Sportsbook
We’ve upgraded Virtual Football. It delivers a quicker, more engaging experience while keeping the familiar football structure players know and trust.
Value for operators:
- More frequent betting cycles with significantly shorter events;
- Higher player engagement through improved match visualization and faster outcomes.
What’s new:
- 3.5-Minute Virtual Football Matches: Faster cycles and more frequent outcomes naturally drive engagement and retention, making bettors spend less time waiting and more time interacting;
- Improved Match Visualization: Updated animations highlight key moments during each game, making the action clearer and more immersive without overloading the screen.
Virtual Football categories:
- VSL. England. Premier League (3.5-minute game);
- VSL. Chile. Primera División (3.5-minute game);
- VSL. Spain. La Liga (3.5-minute game).
Available markets:
- Match Winner;
- Handicap;
- Total Goals;
- Individual Total Goals;
- Both Teams to Score;
- Total Goals (Odd/Even).
💱 Payment Hub
We’re wrapping up this digest with one more update we’re especially proud of. Meet the Multi-Currency Payment Widget, built to support both fiat and crypto. It delivers a smoother deposit flow, keeps players in the product, and helps operators drive higher GGR.
Key highlights:
- Crypto and Fiat tabs, separated in the Payment Widget according to the currency type;
- Built-in currency switcher, letting players change currencies without leaving the flow;
- Cleaner UI/UX for crypto flow with the ability to choose the currency and network, allowing users to easily copy wallet addresses and view all required details before confirming a deposit;
- Information on methods, limits, and other parameters, displayed for each currency when a user switches between currencies;
- Ability to open the Payment Widget in the currency selected in the player’s wallet or during registration.
🔧 Having trouble with feature setup? Check the detailed guidelines in our Knowledge Hub or reach out to the GR8 Tech Support Team for professional assistance.
