Back to collectionAn Automated Reply on Christmas Eve
On Christmas Eve, people were still searching old posts for answers about payment and referral codes after the key sale, while customer support had shifted into its holiday rhythm. One question received an automated support reply first, as if even the reply had gone on holiday. An automated reply could not resolve an individual case, but it exposed the gap in immediate support during the holiday.
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On Christmas Eve, people were still searching old posts for answers about payment and referral codes after the key sale, while customer support had shifted into its holiday rhythm. After the recent impersonation scare, the community was especially wary of fake support accounts approaching people by direct message.
One question received an automated support reply first, as if even the reply had gone on holiday. The Night Watchman urged the person to stay on the official page and not give wallet information to anyone who messaged first. The narrator brought the already published payment and referral-code guidance back into the group so people could check it themselves.
An automated reply could not resolve an individual case, but it exposed the gap in immediate support during the holiday. People could first rule out known issues and leave cases needing a support decision until staff were available. The Night Watchman planned to keep an eye out for impersonators using that gap.