GR8 Platform Updates: April Highlights

Big tournaments like the FIFA World Cup reward operators who can react to micro-events, cut through promo noise, and make decisions based on real-time player behavior.

We’ve built this release with exactly that in mind. From smarter bonus selection and VIP mode enhancements to flash promotions and deeper deposit insights, the April update brings tools that capture and retain traffic during peak demand.

💳 Payments Hub

Our teams keep working to make the deposit experience more intuitive and player-driven. This time, we focused on bonus selection and multi-currency logic.

Bonus Selection in Payment Widget

The Payment Widget now displays all available bonuses, allowing players to choose, re-select, or proceed without one. Besides, users can decide which bonus to apply to which deposit, with no restrictions on their actions.

Value for operators:

• Higher conversion at the deposit stage;
• Better alignment between intent and bonus usage;
• Reduced friction and confusion.

How it works:

Operators can set up several bonuses for the Payment Widget in the Journey Builder, with flexible configuration options. 

Key functionality:

• Full Visibility: Players always see a list of bonuses. Even if there is only one bonus available, it will be displayed along with the Payment without Bonus option;
• Payment Widget Specifics: In the Payment Widget, players will see only activated bonuses;
• Automated Pre-Selection: If the player selects the bonus during registration or in the promo lobby, it will automatically appear in the Payment Widget;
• Bonus Display: A bonus always has a custom or default image, a name, and may optionally include a description and the minimum deposit amount required to activate the bonus;
• Flexible Setup: Bonus configurations remain on the CRM side in Journey Builder, but now operators can set up several bonuses for the Payment Widget and apply customizable settings;
• Multi-Currency Support: Bonuses support multiple currencies, so when a player changes the currency within the Payment Widget, a specific set of bonuses is displayed for that particular currency;
• Payment-Group Logic: A bonus can be general and apply to all payment groups on the Payment Widget, or it can be shown only to a specific payment group or groups. If the bonus is general, players can change it from the general list of all available deposit methods, or re-select it when they open a specific method. If the bonus is designed for a certain payment group, players can only re-select it when they meet the criteria of that payment group.

Bet Activity in Journey Builder for Multi-Wallet Setups

We’ve introduced an extension to Bet Activity in Journey Builder exclusively for operators using multi-wallet setups.

What has changed:

Previously, the system counted only bets in the promotion currency, ignoring bets in other currencies. Now, bets in any supported currency can qualify, but the first settled bet determines progression, the bonus trigger, and the payout currency.

Value for operators:

Less confusion, fewer support requests, and more intuitive multi-currency journeys.

How it works:

• When “Any currency” is selected, the number of required bets is automatically set to 1 and cannot be changed;
• All qualifying bets are tracked, regardless of currency;
• First settled bet: Completes the activity → Triggers the bonus → Defines payout currency.

💡 Recommendation:

It’s essential to clearly describe this logic in promotional terms. Since the outcome depends on the first settled bet, players should understand how timing affects which bet triggers the bonus.

🎲 Casino

Bring FreeChips into Live Casino without losing control over targeting or budget limits. This slot-style promotional mechanic is now fully supported and configurable via Journey Builder.

Why this matters:

Live Casino traditionally lacks flexible promo mechanics. This release closes that gap and turns table games into an extra retention and cross-sell engine. 

Value for operators:

• Higher Live Casino DAU, retention, and LTV; 
• Easier cross-sell from Slots and Instant Games;
• More efficient promo spend through targeting and limits;
• Reporting and full visibility across Promo Lobby and player UI. 

Key capabilities:

• Campaign Setup: Configure chip value, eligible games/tables, expiry, and limits in Journey Builder;
• Targeting: Assign FreeChips to specific segments or player behaviors;
• Cross-Product Activation: Encourage non-Live players to enter Live Casino;
• Full Tracking: Monitor FreeChips issuance, redemption, and campaign performance.

🎲 Casino & ⚽ Sportsbook

We’ve introduced VIP Mode to elevate the experience of high-intent players across the Web, iOS, and Android. The upgrade adds a dedicated visual layer that instantly differentiates VIP users from the rest of the player base.

Value for operators:

• Stronger VIP loyalty through distinct visualization;
• Higher engagement of top-value segments;
• Consistent cross-platform experience.

How it works:

Once a VIP player qualifies under Risk Premium status, the system automatically applies an upgraded interface. A user doesn’t need to take any specific action; everything adjusts automatically after login.

How VIP Mode looks:

• Visual Theme: Dedicated VIP color scheme across the UI;
• Branding: Updated logo and loaders;
• Mobile Experience: Custom splash screens (iOS & Android);
• App Level: Alternative app icons for VIP users.

⭐ Customer Relationship Management (CRM)

April release expands CRM capabilities for communication, segmentation, promotions, and journey management, with a focus on automation and precision.

New Period Selection in Flash Promotions

Control how quickly players accept a promotion, down to the minute, directly in Journey Builder. Add a live, adaptive countdown to the bonus widget that reflects the exact remaining time, attracting player attention and encouraging them to take action.

Why it matters:

The feature creates urgency exactly when needed and improves conversion rates without heavy promotion.

What’s new:

• Back-Office Control: Define acceptance period in days, hours, and minutes;
• Field Update: Adjust timing through the “Period to accept promotion” field that replaced the "Days for player to accept promotion" and Multipurpose Promotion activities;
• Player UI: Set a dynamic countdown for each promotion type on the player's UI that adapts based on remaining time:

- ≥ 1 day → XXd XXh

- < 1 day, ≥ 1 hour → XXh XXm

- < 1 hour, ≥ 1 minute → XXm XXs

- < 1 minute → XX

Player 360 Integration for Comm100

Support teams using Comm100 can access Player 360 without switching between tabs. Previously available for LiveChat, Zendesk, and Intercom, this lightweight, embedded app allows Turnkey Operators to instantly track player activity.

Value for operators:

By bringing critical player context directly into Comm100, agents can resolve issues faster and with higher accuracy. This reduces handle time, minimizes manual data lookups, and significantly improves the overall player experience.

Player 360 functionality:

• Automatic Synchronization: The app triggers a response after opening a customer support ticket or chat conversation;
• Smart Search: It automatically identifies the player by matching their email, phone number, or Player ID.
• Instant Insights: Support specialists receive a holistic view of the player's status without leaving the Comm100 dashboard.

Operator capabilities:

• Player Profile Overview: Have general account details and status at a glance;
• Transaction History: Access deposits and withdrawals from the last 3 months;
• Promotion Activity: Get a clear view of bonus and promotion engagement over the last 3 months;
• Subscription Details: Check current player subscription and loyalty preferences.

Deposit Frequency Metrics

Check out two new metrics that let operators compare short-term vs. mid-term deposit behavior and predict active and churning bettors with greater precision:

• Deposit Count (30 Days): Total number of successful deposits made by a player in the last 30-day window;
• Deposit Count (60 Days): Total number of successful deposits made by a player in the last 60-day window.

How CRM teams can use metrics:

• Identify Rising Players: Spot users whose 30-day frequency is more than half of their 60-day total;
• Detect Early Churn Signals: Track players whose deposit activity is slowing down;
• Refine Segmentation: Trigger timely action for players that can still be reactivated.  

WhatsApp: New Communication Activity in Journey Builder

You asked for more communication channels, and we added them. WhatsApp is now available as a native activity inside Journey Builder.

The addition lets operators use WhatsApp during player journeys, delivering compliant messaging via one of the highest-engagement channels globally.

Availability:

• Journey Builder: Use WhatsApp as a new communication activity in Journey Builder;
• Business API: Add dynamic data to the WhatsApp template using variables. 

Key functionality:

• Template-Based Messaging: Create and manage templates directly within WhatsApp for standardization and compliance;
• Back-Office Control: Configure and adjust specific template parameters in the REA Back Office.

Event Detector in Boundary Flow

Test more advanced journey logic. Event Detector is now available directly in Boundary Flow in Journey Builder, enabling real-time behavioral segmentation and more sophisticated scenarios.

What this unlocks:

• Behavior-based triggers inside delay activities;
• More dynamic, flexible player journeys.

New CRM Level Program Metrics in Segment Engine

Get a deeper level of control over VIP and loyalty segmentation with new metrics. 

All metrics now have more intuitive, understandable names, which simplifies data management and navigation across all products for operators and makes VIP targeting far more granular, especially in multi-tier loyalty setups.

New metrics:

• Program Level ID: Unique identifier of the current level;
• Program Level Name: Display name of the level;
• Program Level Number: Sequential number assigned to the level;
• Program Points Balance: User's current points balance;
• Level Program ID: Specific identifier of the overall loyalty program.

Centralized Sender Name Management

Email communication just became easier to manage at scale.

From now on, back-office users can configure Sender Names in a single location, eliminating manual work and inconsistencies across campaigns.

Sender Name setup availability:

• Operation Hub: Add, update, and delete Sender Names and set the default option for each brand in the new section in the Operation Hub;
• Email Activity in the Journey Builder: Select the desired pre-configured Sender Name for the email activity; 
• Email Constructor: Choose from pre-configured Sender Names for test emails.

UBI in the CRM Back Office

CRM now also includes a built-in AI assistant. UBI replaces the old “Helpful Resources” section with a conversational AI-driven interface that delivers answers in real time. The assistant reduces friction for CRM teams and speeds up daily operations.

Key changes:

• UBI Icon: Explore new AI assistant interface that replaced the question mark icon;
• AI Queries: Ask questions directly within the workflow;
• Faster Resolution: Get specific answers without leaving current workflows;
• Access Control: Use new UBO permission to access the feature. 

Real-Money Purchases in Bonus Shop

The Bonus Shop is no longer limited to virtual currencies. CRM managers can now create products in the Bonus Shop and set prices in real money. As a result, operators extend gamification options and unlock a new monetization layer.

Key characteristics:

• Multi-Currency Support: Functionality works across mono and multi-currency brands;
• Full Product Coverage: Available for Coins, Avatars, Stickers, and more;
• Transparency: Users see the transaction in both their transaction history and Bonus Shop history.

Registration Country in Customer Support API

The Get Player Data by ID endpoint within the Integrations API now has the Registration Country field. With this field, operators can see the player's critical geographic context at the time of API retrieval.

Why it matters:

The update enables smart routing and is especially useful for operators managing multi-country brands.

Key capabilities:

• Automated Routing: Let support admins automatically direct incoming chat requests or tickets to the appropriate regional support teams based on the player's registration country;
• Localization: Ensure faster and more personalized communication by connecting players with agents who speak their language.

Miscellaneous CRM Improvements

We also made several enhancements to simplify analysis and improve front-end conversion. 

• Players List Export for Bonus Shop Logs: Export player data from Bonus Shop logs to streamline statistics analysis;
• Popular Products Sorting: Check the “Popular” toggle that highlights selected products at the TOP of the Bonus Shop page;
• Sorting by Date and Price: Explore new sorting options, allowing users to sort products by price and expiration date for better flexibility;
• Gamification Widget for Non-Logged-In Users: Display the Gamification widget to non-logged-in users on the Promo Lobby page, providing an additional entry point to Gamification.

📊 Unified Back Office (UBO)

The latest UBO updates aim to give operational teams more flexibility and minimize manual dependencies.

Provider Segmentation via Segment Engine

Restrict or enable visibility of an entire game provider’s content to specific player segments thanks to the integrated Provider Segmentation.

Value for operators:

• Higher conversion through targeted content;
• Better monetization of premium providers;
• Automated lobby personalization.

Segmentation capabilities:

• Intelligent Targeting: Operators can now reserve specific provider portfolios exclusively for eligible groups like "N time Depositors in past X-Y days";
• Automated Lobby Filtering: Content is automatically filtered across the Lobby, Widgets, and Search results, ensuring players only see providers relevant to their segment status;
• Visibility Control: Players who do not belong to the linked segment will no longer see the provider's games in the Lobby, Widgets, or Search;
• Guest User Filtering: Logged-out users are automatically restricted from seeing content from any segment-linked provider.

Resending the 2FA Code

Previously, when users experienced issues after losing access to their two-factor authentication (2FA) code, operators had to delete and recreate the user and reassign roles and permissions to resolve the incident. From now on, the process has become much simpler.

Recovering access to 2FA no longer requires recreating the user. Admins can just resend the QR code and restore access in seconds. This enhances user experience while reducing workload for operations teams.

How to apply it:

Open the Users list → Select a user → Click on the three-dot menu next to a user and select "Resend 2FA code" → Wait until a user re-scans the QR code for 2FA setup.

Transaction Monitor and History

Transaction analysis has become even more transparent.

What’s new:

• Creating Reason Filter and Column: Segment transactions by their creation reason in both Monitor and History views;
• Issued Time Column: Gain better visibility into processing timings in the general tables.

How to enable extra columns:

Click the gear icon (settings) in the top-right corner of the table and select the desired filter fields → Display the column by choosing the required filter in the Add filter dropdown.

Wagering-Based Game Sorting

Content teams can already prioritize casino games based on wagering contribution. The new sorting capability gives operators direct control over game exposure, enabling revenue-optimization strategies.

New capabilities:

• Prioritize games based on Game Wagering Contribution Factor;
• Adjust sorting per product type and contribution level;
• Respond faster to commercial needs, promotions, or partner requests.

Analytics via Google Tag Manager

We connected GTM to UBO analytics to expand product managers' capabilities. The update is aimed at easier event customization, improvement tracking, and data-driven decision-making.

Currency Preferences in Dashboards 

Operators can switch between EUR and USD via UCM settings, and the dashboards will align with the chosen currency. This ensures consistency between internal reporting and platform analytics.

💻 Content Management System (CMS)

Content management becomes faster and more precise through localization and Context Page enhancements. 

A/B Testing Improvements

We upgraded test accuracy and tracking to empower operators with better-quality insights and let them focus on high-intent user segments.  

What’s new:

• Player Distribution by Player ID and Cookies: When determining a player’s experiment group, the system first checks the Player ID. If the Player ID is not available, the system falls back to cookies;
• More Accurate Participant Counting: Previously, data relied only on views, so if an element wasn’t shown to one group, those users weren’t counted at all. Now, both groups are included in the statistics, even when one of them doesn’t see the tested element. It means that a new Clickstream event tracks participation in A/B tests more precisely. 

Auto-Translations

Localization workflows became significantly faster thanks to the integrated translator. It lets operators generate translations directly in the CMS Localization tab, without external tools or extra copy-pasting. The feature accelerates product localization while reducing manual effort.

Content Options on Context Pages

Context Page variants can now adapt not only to user segments, but also to content context. As a result, personalization becomes deeper, and player engagement increases.

Content Options specifics:

• Available only for Context Page variants;
• Work in combination with Display Options;
• Configuration parameters depend on the Context Page type.

👥 Player Account Management (PAM)

Two core player touchpoints are now more transparent and customizable: operators gain control over KYC, while players benefit from clearer, real-time visibility into their payments.

KYC Player Info Widget: Identity & Personalization

Player profile is now fully modular and configurable via a new widget-based architecture. This gives operators greater control over player identity, personalization, and KYC elements on the My Account page, without affecting existing flows.

The new Widget unifies Nickname (Display Name) and Avatar functionality across the product by using the same entities on both the CRM and PAM sides.

Configuration options:

• Visibility Control: Use toggles to show or hide the full widget, Username, Full Name, Display name, Avatar, and KYC verification badge independently;
• Display Name in the Widget: Choose whether Player ID, Username, Display Name, or Full Name is the primary name displayed in the widget;
• Display Name in the Player Profile: Add and edit a Name (in Gamification, Nickname) that differs from the login Username for security reasons and is planned to be used across the product, in Player profile as well as on the CRM side;
• Avatar Support: Add a default Avatar display, fetched from CRM, in the Player profile;
• Clickable CTA: Make the widget clickable as a full-width CTA card that leads to the Player Profile, or keep it as a static block;
• Accessibility: Set, edit, and save Username, Display name, and Avatar inside the drawer upon clicking the widget.

Real-Time Transaction Tracker

Here’s some more great news. Players no longer need to refresh pages to track payments, as a new Transaction Widget provides live updates and adapts to both fiat and crypto flows. This results in cleaner UX for players and fewer support queries for operators.

Core functionality:

• Auto-Sync: Data updates every 10 seconds, and the progress is saved even if users reload or navigate away;
• One Session at a Time: The widget focuses on the current active transaction;
• Fiat View: Shows payment method, amount, and a live countdown timer and redirects users to Payment History when clicked;
• Crypto View: Displays TX ID, network, and block confirmations as soon as they hit the blockchain;
• Final Status: Once a transaction is Completed or Failed, the widget becomes static and disappears upon the next page reload.

Can’t wait to test Bonus Selection in Payment Widget or FreeChips in Live Casino? Use the Knowledge Hub guides to activate new features, or contact the GR8 Tech Support Team for personalized help.