What do crypto exchange and wallet customers contact support about?
Most crypto support conversations ask about money in motion: is my verification done, where is my deposit, why is my withdrawal still processing, what did that fee pay for. The rest are security and compliance cases that belong with a person.
| Conversation type | Can Agent resolve it? | Hand off when | Data Agent needs |
|---|---|---|---|
| Verification (KYC) status or rejected documents | Yes. States the tier, why a document failed (blur, expiry, name mismatch) and how to resubmit. | Manual review, a disputed rejection, or a source-of-funds request | Status and rejection reason from your verification provider |
| Deposit not credited | Yes. Finds the transaction and compares confirmations with your threshold. | Fully confirmed but still not credited | Deposit records, hash, network, confirmation threshold |
| Wrong network or missing memo or tag | Partly. Checks the asset and network, collects the hash and opens a recovery request. | Always, for the recovery decision and fee | Supported networks, address and tag records, recovery policy |
| Withdrawal pending or delayed | Yes. Gives status, hash, an explorer link and any network maintenance. | Under compliance or security review, or past your processing window | Withdrawal status, hash, network status, hold flags |
| Travel Rule details on a withdrawal | Yes. Explains why beneficiary details or proof of wallet ownership are needed and how to send them. | Ownership checks fail or the receiving platform rejects the transfer | Pending Travel Rule step, account jurisdiction |
| Network and withdrawal fees | Yes. Separates your fee from the network fee and explains congestion pricing. | A refund request outside policy | Fee schedule, fee on the withdrawal |
| Security hold or lost 2FA | Partly. Explains the hold and when it ends, and opens the recovery request. | Every 2FA reset or early release, and at once if the customer didn't make the change | Security event types and times, hold expiry |
| Possible account takeover | No. Calls your lock-account webhook if you grant that permission, then hands off. | Immediately | Recent security events, lock action |
| Scam, phishing or fake support report | Partly. Gives safety steps and records the report. | Funds already sent, or the customer is still talking to the scammer | Report details, recent withdrawals |
| Restricted account or frozen funds | No. Approved wording only. | Always, to compliance | A restricted flag, never the reason |
Example mapping. Adjust thresholds and permissions to your own policies.
What does an AI procedure for a delayed crypto withdrawal look like?
Start with withdrawal status. It needs identity, ledger data, chain data and a firm line around what Agent may not change. Here is an Example procedure in plain language; Agent turns each step into a call to your systems.
Example procedure: "My withdrawal hasn't arrived"
- Continue only in a signed-in app or web chat. If the request came by email, ask the customer to message us from the app.
- First, check the last 72 hours of security events. If a password, email, phone number, 2FA method or withdrawal address changed, or a new device signed in, ask whether the customer did it. If not, call the lock-account webhook and hand off to Security as urgent.
- Find the withdrawal and read its status: under review, processing, broadcast, completed or failed.
- Broadcast or completed: give the hash, an explorer link and confirmations so far. The receiving wallet or platform credits it under its own rules.
- Processing on a network flagged for maintenance or congestion: name the network, link the status page and give no arrival time.
- Under review: say the team will email the customer. Give no reason. Hand off to Compliance.
- Failed: confirm the funds are back in the balance. If the failure was ours and the fee was kept, refund it, up to $25 equivalent, once per customer every 90 days.
- Asked to cancel a broadcast withdrawal: explain that blockchain transactions can't be reversed.
- Escalate above $10,000 equivalent, for VIP-tier customers, on repeated negative sentiment, or when the customer mentions a lawyer, a regulator or a formal complaint.
Example conversation
- Customer: I sent 0.25 BTC to my hardware wallet two hours ago and it still isn't there.
- Agent: I've found it. Your 0.25 BTC withdrawal left our wallet at 14:02 UTC and has 1 confirmation so far: {explorer link}. The Bitcoin network is busy today, so your hardware wallet may show the funds as pending for a while. You don't need to do anything.
- Customer: Can you speed it up?
- Agent: Once a transaction is on chain, we can't change or speed it up. The explorer link updates live, so you can watch each confirmation land.
Behind that reply, Agent checked security events (none), the withdrawal record and the network status. Had any check failed, all three would have gone to a person with the handoff.
Write your first procedure in plain language. Agent turns it into steps against your own ledger and chain data.
What guardrails does an AI agent need at a crypto exchange?
Treat each conversation as a possible fraud attempt and each answer as a written statement about someone's money. Set limits as rules and permissions, so they hold however a request is phrased.
What Agent must never do
- Advise. No views on prices, what to buy or sell, whether to stake, or how to treat gains for tax. Agent explains your product and hands advice requests to people.
- Ask for secrets. Put recovery phrases, private keys, passwords, 2FA codes and remote access on the banned phrases list.
- Change protections. Give Agent read-only permission on withdrawal addresses, holds, 2FA and verification decisions.
- Explain a restriction. In the US, a suspicious activity report and anything that would reveal one are confidential under 31 CFR 1022.320(d). Use approved wording and route to compliance.
- Promise recovery of funds sent to a scammer or an unsupported network.
What triggers an immediate handoff
- Takeover signals: an unrecognized login or device, a new withdrawal address, a recent phone number change, or "that wasn't me".
- Scam-victim signals: the customer says a site wants a withdrawal fee or tax first, mentions a recovery service, or is being rushed to move funds. The FBI's 2025 Internet Crime Report logged 47,794 tech and customer support scam complaints, with $2.1 billion in reported losses.
- Escalation language and value: a formal complaint, a regulator or a lawyer, withdrawals above your threshold, and VIP customers.
Disclosure and data handling
Tell customers they are talking to AI and keep the route to a person obvious. In its May 2024 guidance, New York's Department of Financial Services expects licensed virtual currency businesses to disclose AI at the start of an interaction and let customers escalate any request to a human. The EU's Transfer of Funds Regulation requires originator and beneficiary details on crypto transfers, so Agent can explain a Travel Rule request but never waive it.
Connector permissions are explicit and revocable: Agent reads verification status and ledger records while transaction-monitoring data stays out of reach. Aftersales offers a GDPR DPA and US hosting, with SSO on Scale (see security). None of this makes an exchange compliant by itself.
Which support channels matter for crypto exchanges and wallets?
Signed-in app chat matters most, because the session already proves identity. Social channels need the most care, because impersonators watch them.
- In-app and web chat. Account answers stay inside the signed-in app; logged-out chat covers networks, fees and listings.
- Email. Documents, statements and complaints. Never act on a security change requested by email alone.
- Phone. Takeover victims want a person now. Aftersales phone on Growth and Scale has warm and cold transfers and recording consent.
- Social DMs. Reply publicly that you never message first, then move the customer to the app.
- WhatsApp and SMS. Fine for follow-ups, but a phone number proves little after a SIM swap.
- Slack Connect. Shared channels for institutional, OTC and API clients.
Agent reads the intent and details such as asset, network and transaction hash from the first message, in 31 languages.
What systems should an AI agent connect to at a crypto exchange?
Connect what a human checks before replying: the ledger, wallet infrastructure, chain data and your verification provider. These connect through the Aftersales API or webhooks.
| System | What Agent uses it for | Permission |
|---|---|---|
| Exchange ledger or back office (API) | Balances, deposits, withdrawals, fees charged | Read; fee refund within limit |
| Wallet infrastructure and network status (webhooks) | Maintenance and congestion flags, broadcast status | Read |
| Node or block explorer (API) | Confirmations for a hash | Read |
| Identity verification provider (API) | Tier and customer-facing rejection reasons | Read |
| Authentication service (API or webhook) | Recent security events, account lock | Read; lock only |
| Transaction monitoring and AML case management | Nothing beyond a restricted flag | None |
| Salesforce, for institutional accounts | Account owner and tier | Read |
| Jira and Slack, through Workflows | Issue for a stuck-withdrawal pattern, alert to wallet ops | Create issue, post message |
Stripe fits only if you take card payments or subscription fees through it. Confirm specific connectors on a call.
How much does AI customer service cost for a crypto exchange?
At list prices, an exchange handling 25,000 conversations a month would pay about $11,931 a month, roughly $0.48 per conversation. A smaller wallet app would pay about $2,058. Both are Examples with the assumptions shown.
| Line item | Example: exchange | Example: wallet app |
|---|---|---|
| Conversations per month | 25,000 | 4,000 |
| Assumed Agent resolution rate | 40% | 45% |
| Seats, billed annually | 14 Scale × $109 = $1,526 | 4 Growth × $69 = $276 |
| Agent resolutions at $0.99 | 10,000 = $9,900 | 1,800 = $1,782 |
| Copilot at $29 per rep | $406 | Not added |
| Insights Pro | $99 | Not added |
| Monthly total | $11,931 | $2,058 |
| Cost per conversation | $0.48 | $0.51 |
List prices checked October 2026. Monthly billing adds 20% to seats.
We assumed less than Aftersales' median of 71% resolved after 90 days, because more crypto conversations go to people by design. Scale adds SSO; compliance reviewers join as free Lite seats, and conversations Agent can't help with are free. See pricing.
How do you roll out an AI agent at a crypto exchange in 30 days?
Start Agent on withdrawal and deposit status in signed-in app chat, with read-only ledger access, and add Travel Rule and wrong-network intake only after a week of clean takeover handoffs.
- Days 1 to 7. Connect the ledger, network status and verification provider read-only. Write procedures for withdrawals, deposits, fees and verification status. Add banned phrases, the AI disclosure line and restricted-account wording, and build Security, Compliance and Scam queues (see helpdesk setup for crypto exchanges).
- Days 8 to 14. Switch Agent on in signed-in app chat during staffed hours. Read every handoff daily and tighten takeover checks first.
- Days 15 to 21. Add email, logged-out web chat, wrong-network intake and Travel Rule explanations. Turn on Monitors in Insights to check every conversation for banned phrases and missed handoffs.
- Days 22 to 30. Extend to nights, weekends and more languages, review resolution and cost per conversation by intent, and pick the next two procedures from the handoff list.