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This guide walks you through connecting your LiveChat account to Cevro so the AI agent can handle support conversations automatically.
Your Customer Success Manager will handle the initial Cevro-side configuration (OAuth, webhooks, agent creation). This guide covers what your team needs to set up on the LiveChat side.

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Prerequisites

Before you begin, make sure:
  • You have admin access to your LiveChat account
  • Your CSM has created the Cevro AI agent seat (you’ll receive the agent email, e.g., [email protected])
  • Your CSM has completed the Cevro-side integration setup

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Step 1: Create a LiveChat Group for Each Brand

Each brand that the AI handles needs its own LiveChat group. Groups determine which agents receive chats and how they’re routed.
1

Go to Team > Groups

In LiveChat, navigate to Team > Groups or go directly to my.livechatinc.com/team/groups.
2

Create a new group

Click ”+ New group” and give it a descriptive name (e.g., “AI CS - YourBrand”).If you already have a group for this brand, you can use the existing one.
3

Add the Cevro AI agent

Click the ”…” menu on your group, then “Edit group”.Under Members, search for the Cevro AI agent email and add them.Set the agent’s priority to “Primary agent”.
4

Add human agents as backup

Add your human support agents to the same group with “Backup agent” priority.This ensures escalated chats are transferred to real agents when the AI needs human help.
The Cevro agent must be set as a Primary agent in the group. Without this, chats won’t be routed to the AI — players will see “No agents available” or be connected to human agents directly.
Note the Group ID — it’s visible in the URL when editing the group (e.g., my.livechatinc.com/team/group/29 means the ID is 29). Your CSM will need this to link the group to a Cevro brand.

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Step 2: Set Up Routing Rules

Routing rules tell LiveChat which group should handle chats based on where the player is browsing. This is how you direct traffic from specific pages or domains to the AI-powered group.
1

Go to Automate > Routing rules

Navigate to my.livechatinc.com/automate/groups-routing.
2

Create a routing rule

Click “Create new rule” and configure:
  • Condition: “Customer who visits URL that Contains” — enter your website domain (e.g., yourdomain.com)
  • Action: “Route to group” — select the group you created in Step 1
3

Save and enable

Save the rule. Make sure it’s enabled and positioned correctly in your rule priority list (rules are evaluated top to bottom).
Example routing rules:
ConditionRoutes ToUse Case
URL contains yourdomain.comAI CS - Main BrandAll traffic from your site
URL contains yourdomain.com/vipVIP Human SupportVIP players skip the AI
URL contains app.cevro.aiAI CS - SandboxTesting from the Cevro dashboard
If you’re testing the integration from the Cevro dashboard (using the widget tester), add a routing rule for app.cevro.ai pointing to your test group. This lets you test without affecting live traffic.

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Step 3: Configure Chat Assignment

Make sure LiveChat is set to automatically assign chats to available agents:
  1. Go to Settings > Chat Settings > Chat assignment or my.livechatinc.com/settings/chats-assignment
  2. Enable Auto assignment — this ensures incoming chats are automatically routed to the Cevro AI agent (since it’s set as primary)
  3. Save
With auto-assignment enabled and the Cevro agent set as primary, new chats in the group are automatically picked up by the AI. Human backup agents only receive chats when the AI escalates.

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Step 4: Pass Player Identity (Authentication)

For the AI to access player account information (balances, bonuses, transaction history), it needs to know who the player is. The best way is to pass the player’s identity from your website to LiveChat automatically.

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How It Works

When a player is logged into your website and opens the chat widget, your frontend passes their identifier (player ID, session ID, etc.) to LiveChat as a session variable. Cevro reads this and authenticates the player automatically — no verification questions needed.

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Frontend Integration

Add this code to your website where the LiveChat widget is loaded. It should run after the player logs in: 
// After player logs in, pass their identity to LiveChat
LiveChatWidget.call("set_session_variables", {
  player_id: "your-player-id-here"
});
Replace player_id with the field name your CSM configured during setup, and use the actual player identifier from your system.
The field name (e.g., player_id, customerId, sessionId) must match what was configured in Cevro’s LiveChat settings. Ask your CSM if you’re unsure which field name to use.

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Common Patterns

Your SystemLiveChat FieldExample Code
Player ID (UUID)player_idLiveChatWidget.call("set_session_variables", { player_id: "abc-123-def" })
Customer IDcustomerIdLiveChatWidget.call("set_session_variables", { customerId: "12345" })
Session tokensession_idLiveChatWidget.call("set_session_variables", { session_id: "tok_xyz" })
Make sure the session variable is set before the player starts chatting. If the player opens the chat widget before your page finishes loading the session data, the AI won’t be able to authenticate them automatically.Best practice: Delay showing the chat widget until the player’s session data is available, or re-set the session variables when the data loads.
Each LiveChat group needs a matching brand in Cevro. Your CSM will set this up, but here’s what to verify:
  1. Go to Settings > Brands in Cevro (app.cevro.ai/settings/brands)
  2. For each brand, confirm:
    • AI Automation is toggled ON
    • LiveChat Integration shows the correct group name
    • The group ID matches the LiveChat group you created in Step 1
If you have multiple brands (e.g., different casino sites), each one needs its own LiveChat group and its own Cevro brand — this keeps conversations separated and ensures players get brand-appropriate responses.

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Step 6: Test the Integration

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Quick Test from Your Website

  1. Open your website in a browser
  2. Start a chat through the LiveChat widget
  3. Send a test message
  4. Verify the Cevro AI agent responds

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Test from the Cevro Dashboard

  1. Go to Settings > LiveChat in Cevro (app.cevro.ai/settings/livechat)
  2. In the Test Widget section, click “Reload Widget”
  3. The LiveChat widget appears — start a conversation
  4. Verify the AI responds
Remember: to test from the Cevro dashboard, you need a routing rule that routes app.cevro.ai traffic to your test group (see Step 2).

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Test Player Authentication

To verify authentication works:
  1. Log into your website as a test player
  2. Open the chat widget and send a message
  3. In Cevro, open the conversation and check that the player shows as authenticated
  4. Ask the AI about account-specific information (e.g., “What’s my balance?”) — it should be able to retrieve it

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Troubleshooting

IssuePossible CauseSolution
”No agents available”Cevro agent not in the group, or not set as primaryEdit the group and add the agent as Primary (Step 1)
Chats go to human agents instead of AIAgent priority is wrong, or routing rule points to wrong groupVerify the Cevro agent is Primary and routing rules are correct
Widget doesn’t load on Cevro dashboardDomain not trustedAsk your CSM to add app.cevro.ai to LiveChat’s trusted domains
AI doesn’t recognize the playerSession variables not passed, or field name mismatchVerify your frontend code passes the correct field name (Step 4)
Player asked to verify identity despite being logged inSession variable sent too late (after chat started)Ensure session variables are set before the widget opens
Escalation doesn’t workNo human agents in the group, or all agents offlineAdd human agents as Backup in the group

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Summary Checklist

LIVECHAT SETUP (Your Team)
[ ] Admin agent seat created (provided by CSM)
[ ] LiveChat group created for each brand
[ ] Cevro AI agent added as PRIMARY agent in each group
[ ] Human agents added as BACKUP agents
[ ] Routing rules configured for your website domains
[ ] Chat auto-assignment enabled
[ ] Session variables passed from your frontend (for authentication)

CEVRO SETUP (Your CSM)
[ ] LiveChat integration connected and toggled ON
[ ] Brands created and linked to LiveChat groups
[ ] Player authentication field mapping configured
[ ] AI agent online (Sentinel service running)

Need Help?

Contact your Customer Success Manager for assistance with setup or troubleshooting.