Adding new brands and scaling up your business in TUGI is easy!

Admins or Super-Admins can create new brands within TUGI. 

1. Ensure you're logged in to TUGI.
2. Go to menu > Configuration > Brands
3. Click “Add new brand” -button on the right side of the page.
4. Introduce the brand's name and click “Add brand”.

Once the brand's created, you will need to configure the brand information.

1. Brand logo
   1. File Format: Acceptable formats are PNG, JPG, and JPEG.
   2. File Size: Each file should not exceed 5 MB.
   3. Dimensions: Recommended to use images with a min. resolution of 720x720 pixels for optimal display quality.
2. Brand name
   1. Your brand's name. Please note, that this will affect on template placeholders and AI Agent's knowledge of the brand's name.
3. Languages
   1. Set a default language for the brand:
      1. Set “lingua franca” and “translated support” enabled for the language you want to use as your brand's default language
   2. Set other supported languages for the brand, that can be translated:
      1. Set “translated support” enabled for the language/s you want to be offered for players and translated 
   3. To add a new language:
      1. Click on “New languages”, and select the language/s you want to set. 
      2. Click Add.
      3. The language/s appear in the language table. 
      4. Select, if you want to enable them for default language or translated support.
      5. Click “Set languages”.
4. Working hours
   1. 24/7 business hours:
      1. Off: Your brand has a set working hours for the human customer support agents
      2. On: Your brand doesn't have set working hours for the human customer support agents
   2. Weekdays: Set FROM and TO times that your human agents are working.
   3. Weekends: Set FROM and TO times that your human agents are working
   4. Please note, that working hours must be set in UTC timezone.
   5. Click “Set working hours” after determining them
5. Ticket routing
   1. Enable ticket auto assignment
      1. ON (Enabled): Auto-assigned: Tickets are automatically routed and assigned directly to agents in the Agent Workplace.
      2. OFF (Disabled): Manual (shared queue): Tickets are not assigned automatically and remain in the shared queue until picked up by an agent.
6. Auto chat message configuration
   1. These messages are used in Chat widget, when the system bot is doing certain actions. Modifying these does not affect the AI Agent's responses. 
      1. Out of working hours: Informs the player that the agents are unavailable, if it's outside of their working hours.
      2. Chat open: Opening message in a new chat conversation.
      3. If agent doesn't answer: The chat is in the queue, waiting for an agent to pick it up.
      4. If no agents are available: No agents are online at the moment.
      5. Escalation/de-escalation: When a ticket is escalated to a 2nd line agent or being de-escalated from a 2nd line agent to the first line.
   2. Response delay: Set an individual response delay for the messages.
      1. Set in HH, MM, SS format. Default is 0h 0min 0s.
   3. Set Message: Set the system message as you like. Each language can be configured separately, so you can include market differences or language nuances.
7. Security details
   1. Your brand's brand secret. Read more of widget setup here.
   2. Creating a new brand secret will update it automatically to your account settings, and it will need to be updated in the chat widget code as well. Use with caution.
8. Email settings
   1. Your brand's email address. Read more of email setup here.