Assistant Guide Guide language

Assistant Guide

This guide walks you through an order, from the first message to the end of the match. You are the link between the customer (their ticket) and the booster (WeChat, always in Chinese). Follow the 5 steps in order and copy the ready-made messages: first pick the customer's language (French by default).

Go to

Customer language

Standard: use the portal buttons. VIP chat: your messages are translated into French. The English templates are for the team.

Other language: tell the team which one, they answer the customer.

1New order

  1. Ticket

    Check the right game, the number of hours and the full game ID with the # (e.g. Pseudo#1234567).

  2. WeChat

    Send the order to the booster: full game ID with the # - duration - game, nothing else. Wait for them to confirm.

    新订单：Pseudo#1234567 - 2小时 - BO7
  3. Ticket

    Tell the customer their slot:

    C'est noté pour 20 h ! Ça peut être un peu avant ou un peu après selon la partie en cours, je te préviens ici dès que c'est ton tour.
    Noted for 8 pm! It may be a little earlier or later depending on the current match, I'll ping you here as soon as it's your turn.

2Start

  1. Portal

    The booster invites the customer → Invite sent. Or the customer adds the booster: My ID to add → Send.

  2. WeChat

    Ask the booster if the match really started:

    开局了吗？客户进房了吗？麻烦发张截图。
  3. Portal

    The booster confirms → Match started.

    Never before the booster confirms.

3During the match

Time lost because of us (crash, kick, delay):

  1. Ticket

    Tell the customer:

    Un instant, on règle un souci. Le temps est gelé, il sera rattrapé.
    One moment, we're fixing a problem. Time is frozen, it will be made up.
  2. WeChat

    Offer the extra time to the booster (X = minutes lost, 15 = actual extra time, HH:MM = new end, Paris time):

    因为我们这边的问题，客户损失了 X 分钟。我会加 15 分钟，结束时间改为巴黎时间 HH:MM，可以吗？
  3. Portal

    The booster agrees → Add time: +15 min, +30 min or +1 h, the smallest that covers the lost time.

  4. Ticket

    Give the customer the new end time:

    C'est réglé ! Tu finis maintenant à HH:MM.
    All fixed! You now finish at HH:MM.

The buttons can be combined if needed; 15 minutes lost = +15 minutes. Agree on the actual extra time and the same end time with the booster.

The customer asks how much time is left → give the exact end time, it is also in their ticket.

The customer has to leave early → End of session: the remaining time is kept for next time.

4A problem?

The customer can't join
To the customer
Un instant, je regarde ça avec le booster. Le temps ne compte pas tant que tu n'es pas dans la partie.
One moment, I'm checking with the booster. Time doesn't count until you're in the match.
To the booster
客户进不去，你能检查一下吗？
Team
Still stuck after 15 min → Call the team.
The customer was kicked / the match crashed
To the customer
Pas de panique, on relance. Le temps est gelé, il sera rattrapé 👍
Don't worry, we're relaunching. Time is frozen, it will be made up 👍
To the booster
客户掉线了，麻烦再拉他进房。
Team
Then make up the time (step 3).
The booster is late or not answering
To the customer
On termine la partie en cours et c'est ton tour juste après. Le temps ne démarre que quand tu joues.
We're finishing the current match and you're up right after. Your time only starts when you play.
To the booster
还要几分钟？
Team
No answer after 5 min → Call the team.
The other customer keeps killing mine
To the customer
Merci de m'avoir prévenu, je le fais prévenir tout de suite. Surtout ne le tue pas en retour.
Thanks for telling me, I'll get them warned right away. Please don't kill them back.
To the booster
对面那个客户一直在杀我的客户，麻烦提醒他一下。
Team
If it continues → Call the team.
Angry customer, talks about a scam or a refund
To the customer
Je comprends, et je suis désolé. Je préviens l'équipe tout de suite pour qu'on trouve une solution avec toi, et je reste ici.
I understand, and I'm sorry. I'm letting the team know right now so we can find a solution with you, and I'm staying here.
Team
Call the team, right away.

Anything else → Call the team, in 3 lines: the problem, since when, what you already did.

5Finish

  1. WeChatPortal

    The booster confirms the end → Order complete.

  2. Ticket

    End message to the customer:

    C'est terminé, tu peux quitter ! Tout s'est bien passé ?
    All done, you can leave! Did everything go well?

Standard: the customer confirms, then the team closes the order. VIP: Order complete closes it immediately.

The rules

  1. Answer fast, even just “one moment”. Stay friendly and polite.
  2. Never start the timer before the booster confirms.
  3. Give the booster only the game ID. Never Discord, email or password.
  4. You only handle extra time. Refunds, vouchers, gifts, sanctions: the team.
  5. No price or exact time from memory.
  6. The customer accepted their game's rules. In MW4: 7 kills max in a row, no nuke. Rule broken → Rule broken.
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