Round-the-Clock Support for Web3 Projects

Who needs 24/7 Web3 project support?

24/7 support is suitable for projects that need to handle user inquiries at any time and not leave the first line to the product or marketing team. External agents answer common questions, help users navigate the product, and guide them from the first message to resolution or escalation to a specialist.

This format is especially useful if your audience reaches out through multiple channels, asks recurring questions about accounts and payments, or needs answers in different languages. Before launch, we jointly define which inquiries the team handles independently and which require your employees' involvement.

At the kickoff meeting, prepare:

• a list of channels where users already contact the project;
• a description of the product, main user scenarios, and known limitations;
• contacts and areas of responsibility for those who handle escalations;
• current response guidelines, SLA, and rules for handling sensitive data.

This way, we agree on the scope of the first line without vague promises and select the right team composition. If you need not only inquiry handling but also community management, check out support and moderation services and community management.

How does the team handle inquiries in Telegram, chat, and email?

The team receives questions in the agreed channels, clarifies the nature of the request, responds using approved materials, or escalates the inquiry to the responsible department. The user should understand what happens next: the agent records the context and does not ask them to repeat already provided information when the case is transferred.

Work may include chat, email, Telegram, and Help Center. Their combination depends on where you want to receive inquiries and what processes are already set up. Help Center helps direct users to materials for common scenarios, while personal channels remain the point of contact for questions that require clarification. We agree on a unified response procedure so that information does not differ between channels.

Before launch, we categorize requests, for example:

• questions about product features and user actions;
• inquiries about accounts or payments;
• technical issues requiring developer review;
• topics that finance, marketing, or compliance need to review.

For complex cases, we predefine what information the agent collects and to whom they send the request. This helps reduce unnecessary back-and-forth and maintain clear responsibility: the first line handles the conversation, and the relevant team makes decisions in their area.

How to choose the support team composition?

The team composition depends on the number of channels, languages, inquiry topics, and VIP client handling requirements. A team of 1 to 15 agents is available. Monthly packages include a team lead, and the package content varies by team size and included tasks.

This is a starting point for discussion, not a substitute for analyzing your processes. For example, for a single channel with straightforward common questions, the accuracy of the response base may be more important, while for multiple channels and languages, you need to separately agree on inquiry distribution and escalation rules. We also clarify which topics agents are allowed to close without approval.

If you already have a team lead and internal specialists, we define the boundaries of their responsibility and the external team. If you also need to delegate shift management, check out the support team lead service: it is included in the content of this team. For the estimate, prepare your current instructions, a list of channels, and examples of common and complex requests.

What to prepare for launching the first line

Launch starts with analyzing the product and user scenarios, not with giving agents access to channels. The MediaHype team studies your materials, asks questions about edge cases, and verifies who inside the project is responsible for each category of inquiries. This preliminary analysis helps identify gaps in instructions before they become a problem in user conversations.

Next, we agree on the workflow: channels, languages, response topics, conditions for transferring requests, and escalation rules. For the first line, up-to-date instructions, FAQ, feature descriptions and known technical limitations, account and payment rules, and contact details of responsible employees are useful. If some materials are missing, note this in advance: together we determine what agents can explain and what needs to be directed to relevant specialists.

Launch stages:

1. Provide the product description, channels, and common questions.
2. Agree on the boundaries of responsibility and escalation procedure.
3. Review instructions, response templates, and user scenarios.
4. Open agreed access and start handling inquiries.
5. Discuss the team's observations and refine materials based on the work results.

Preparation time depends on the readiness of documentation, the number of channels, and the speed of coordination with your specialists. More details about working with the team can be found in the how we work section.

How to control the quality of responses and inquiry escalation?

Support quality is assessed not only by response speed but also by whether the agent understood the request, provided correct information, and brought the conversation to a resolution or clear escalation. At the start, we agree on internal quality standards and SLA, then use them as a benchmark for reviewing work situations.

For quality checks, it is useful to regularly review specific conversations: where the user had to repeat a question, which response required clarification, whether the escalation was directed to the right department, and whether the user received a clear explanation of next steps. Based on the results, you can update the instructions, refine a response template, or add a new question to the knowledge base. It is better to document such changes in writing so that agents rely on one current version of the rules.

Separately, we agree on the feedback format between agents, the team lead, and your team. In the work review, it is important to distinguish between closed inquiries, cases awaiting a response from the relevant department, and topics for which confirmed information is lacking. This gives the project team a practical list of tasks, not just a set of individual conversations.

When support is managed by your employee, their role can be aligned with the external team through the team lead service. If you are choosing the format and team composition, send the channels and current instructions — we will review them and propose a launch plan.

Where does the first line's authority end?

The first line responds within the scope of approved instructions and escalates decisions to relevant specialists; it does not replace developers, the finance department, or compliance. If the outcome depends on account verification, an internal project decision, a payment provider, or a third-party service, the agent can gather context and explain the next step but cannot make a decision on behalf of the responsible party.

Before starting work, define what information can be requested and where it should be stored, which topics cannot be discussed without approval, and who confirms rule updates. For payments and account access, it is especially important to pre-approve a secure user verification procedure and avoid giving agents authority they should not have. This way, the team can help without creating the impression that it can change balances, account status, or the operation of an external product.

It is also important to consider the service boundary itself: the team can provide agreed inquiry handling based on your materials and escalate complex cases, but it cannot independently speed up a developer's response, override a third-party service's decision, or fix an external technical issue. Therefore, before launch, document the contact person for each escalation and the procedure for informing the user while the issue is being reviewed.

For comprehensive service, you can combine the first line with separate community work; boundaries and formats are collected in the support and moderation section. To discuss launch, send a list of channels, languages, common inquiries, and current instructions. After an initial analysis, we will agree on the team composition, roles, and the next step.

Prices

Starting prices in USD. Custom bundles and volume discounts on request. Payment in USDT, USDC, BTC, ETH, SOL, TON or your project token.

How it works

1. Provide the inputDescribe the product, communication channels, languages, and main user scenarios. Add instructions and examples of questions that currently require the most attention.
2. Agree on responsibility boundariesWe will define which topics the agent handles and which are escalated to development, finance, marketing, or compliance. We will document contact persons and the escalation procedure.
3. Prepare materials and accessWe will review the knowledge base and response rules, then agree on the necessary access to the selected channels and Help Center.
4. Launch handling and refine instructionsThe team works according to the agreed SLA and quality standards. Based on the review of inquiries, you can refine materials and rules.