Intercom is supported as both a primary support channel (players message through Intercom’s messenger) and as a HITL escalation target (the AI creates Intercom Back Office tickets for specialist review).Documentation Index
Fetch the complete documentation index at: https://setup.cevro.ai/llms.txt
Use this file to discover all available pages before exploring further.
Primary Support Channel
When connected as a primary channel, Cevro operates as an admin in your Intercom workspace:- A player starts a conversation via the Intercom messenger on your website
- The conversation is assigned to Cevro (via Intercom Workflows or manual assignment)
- Cevro’s AI handles the conversation — authenticating the player, looking up account data, and resolving their request
- If the AI can’t resolve the issue, it escalates to your human agents in Intercom
Your Customer Success Manager handles the initial integration setup (access token, webhooks, admin registration). This guide covers what your team needs to configure.
Setup
Intercom uses assignment-based routing — Cevro only processes conversations that are assigned to its admin ID. Recommended setup for automatic processing:Add an assignment action
Add an action to “Assign to teammate” and select the Cevro admin (your CSM will provide the admin name).
Brands & Multi-Brand Support
If you operate multiple brands, each brand can be independently configured:- Automated brands — Cevro handles conversations with AI
- Non-automated brands — Conversations pass through to your human agents
Escalation to Human Agents
When the AI determines a conversation needs human attention, Cevro reassigns the conversation in Intercom:- If an escalation team is configured, the conversation is routed to that team’s queue
- If no team is configured, the conversation is assigned to the first available non-Cevro admin
Using Intercom for HITL (Supervisor Consultation)
Cevro can also create Intercom Back Office tickets for specialist consultation. When the AI encounters an issue that needs human review (e.g., a payment dispute, a document verification), it creates a ticket in Intercom rather than fully escalating the conversation.How It Works
- The AI identifies that a specialist needs to review the case
- Cevro creates a Back Office ticket in Intercom with the player’s details and issue context
- A specialist reviews the ticket in Intercom and adds a note with their response
- The AI receives the specialist’s input and continues the conversation with the player
HITL via Intercom is different from escalation. HITL creates a back-office ticket for consultation — the AI stays in control. Escalation hands the entire conversation to a human agent.
Setting Up HITL in an AI Procedure
Select the ticket type
Choose the Intercom ticket type that should be used for the Back Office ticket.
Write the message template
Describe what information the AI should include when requesting specialist review.
Ticket Deduplication
Cevro automatically prevents duplicate tickets. If a player contacts you about the same issue multiple times, Cevro appends a note to the existing ticket rather than creating a new one. If a previous ticket for the same issue was already escalated to a human, Cevro immediately transfers the conversation to a live agent instead of re-automating.How Escalation Works
When the AI determines a conversation needs human attention, Cevro reassigns it to your support team through Intercom’s native assignment system.Routing Priority
Cevro follows this priority when deciding where to send an escalated conversation:- Configured team — if your CSM has set up an
escalationTeamId, the conversation is assigned to that Intercom team (recommended) - First available human admin — if no team is configured, Cevro finds a human admin in your Intercom workspace
- Unassigned — if no admins are found, the conversation is unassigned so it appears in your shared inbox
What Your Agents See
When a conversation is escalated:- Internal note — posted before reassignment, summarizing why the AI escalated
- Tags — the conversation is tagged for easy filtering and reporting
- Full context — the complete conversation history is preserved, so agents see everything the AI discussed
Human Takeover
If one of your agents manually takes over a conversation (by reassigning it away from the Cevro admin), Cevro detects this immediately and stops processing:- No more AI messages are sent — even if a response was being generated
- The ticket is marked as escalated automatically
- The human agent has full control from that point forward
This works both ways — if a conversation was escalated to your team and a different agent picks it up by reassigning to themselves, Cevro recognizes the handoff and stays out of the way.
What Happens When No One Is Available
If no human agents or teams are available to receive the escalation:- Cevro sends the player a message letting them know an agent isn’t available right now
- The conversation is closed gracefully
- The conversation transcript is preserved in Cevro for follow-up
Troubleshooting
| Issue | Possible Cause | Solution |
|---|---|---|
| Conversations not being processed by AI | Conversations not assigned to Cevro admin | Set up an Intercom Workflow to auto-assign on first message |
| Escalation going to wrong person | No escalation team configured | Ask your CSM to configure escalationTeamId for team-based routing |
| HITL ticket not created | Intercom ticket type not configured in AIP | Verify the HITL # mention selects the correct Intercom ticket type |
| Duplicate HITL tickets | Transaction ID not being passed | Ensure the AIP passes a transaction identifier for deduplication |
| ”No operator available” message | No human admins besides Cevro bot | Add human admins to your Intercom workspace, or configure an escalation team |
Related
- AI Procedures — Configure how the AI handles different support scenarios
- HITL (Supervisor Consultation) — General HITL architecture