Realtime Gaming (RTG) is a platform commonly used in the online gaming industry to manage player accounts, transactions, and gameplay data. By integrating RTG with Comm100, you can access and manage player information directly within your chat and ticket workflows, enabling more efficient and personalized support.

With the RTG integration, an RTG tab appears under the Live Chat and Ticketing & Messaging tabs in the Agent Console. This tab displays player data synced from RTG, allowing you to view relevant information in real time, while updates made during conversations can be synchronized back to the RTG system automatically.

To connect your RTG account, follow these steps:

1. Log in to the Comm100 Control Panel.
2. From the left navigation menu, go to Apps & Integrations. 
3. Go to the RTG Integration card, and click Settings.
   
   
4. On the RTG Integration page, enter your account's Base URL and API key, and click Connect RTG Account.
   
   
5. Expand the Manage Integration Settings section and choose whether to integrate RTG with Live Chat, Ticketing & Messaging, or both based on your requirements.
   
   
6. To integrate RTG with Live Chat, select the Enable RTG integration in Live Chat checkbox and complete the integration settings. For details, see Reference: Configurations for RTG Integration.
7. To integrate RTG with Ticketing & Messaging, select the Enable RTG integration in Ticketing & Messaging checkbox and complete the integration settings. For details, see Reference: Configurations for RTG integration.
8. Click Save. The integration settings are saved successfully.

After the RTG integration is properly set up, agents can identify the RTG players when handling chats or tickets in the Agent Console. 

Under the RTG tab, agents can:

• Add chat transcript as Note record in the RTG system.
• Refresh to retrieve the latest player information from RTG.
• Edit player information, with updates automatically synced to RTG based on your integration settings.

Configurations for Live Chat Integration

If you enable RTG integration in Live Chat, you need to complete the following configurations:

• Contact Field Mapping
  Map RTG fields with Comm100 Live Chat fields. You can also choose the fields to show on the Agent Console. When updating a RTG contact, the system populates the values from the chat fields to RTG contact fields.
  
  
• Contact Information Update Strategy in RTG When Chat Ends
  1. Do not auto-update: Do not update a Contact’s information in RTG.
  2. Update Contact with mapped fields: Update a Contact's information in RTG with all mapped fields.
  3. Only auto-update empty fields in RTG from mapped fields: Keep a contact’s existing information in RTG, and update new fields from Live Chat.
• Contact Information Update Strategy in RTG For Offline Message
  1. Do not auto-update: Do not update a Contact’s information in RTG.
  2. Update Contact with mapped fields: Update a Contact's information in RTG with all mapped fields.
  3. Only auto-update empty fields in RTG from mapped fields: Keep a contact’s existing information in RTG, and update new fields from Live Chat.
• Automatically Save Chat Transcript and Offline Message to Contact Note Activities
  1. Auto-save chat transcript to the Note activity of associated contact in RTG.
  2. Auto-save offline message to the Note activity of associated contact in RTG.
• Customize Rules to Identify the RTG Contact
  The Contact can only be identified when the required fields are matched. You can click Customize Now to select a Comm100 field, such as system fields, pre-chat window fields, offline message window fields, or custom variables, to map it with a RTG field. This allows you to identify and locate players based on that field.
  

Configurations for Ticketing & Messaging Integration

If you enable RTG integration in Ticketing & Messaging, you need to complete the following configurations:

• Contact Field Mapping
  Map RTG fields with Comm100 Contact Fields or Contact Identities.
  
  
• Contact Information Update Strategy in RTG When the Ticket is Created
  1. Do not auto-update: Do not update a Contact’s information in RTG.
  2. Update Contact with mapped fields: Update a Contact's information in RTG with all mapped fields.
  3. Only auto-update empty fields in RTG from mapped fields: Keep a Contact’s existing information in RTG, and update new fields from Ticketing & Messaging. 
• Customize Rules to Identify the RTG Contact
  The Contact can only be identified when the required fields are matched. You can click Customize Now to select a Comm100 field, such as contact fields, contact identities, to map it with a RTG field. This allows you to identify and locate players based on that field.