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Webex can be used as a channel for human-in-the-loop (HITL) escalations in Cevro. When the AI agent needs human specialist input, Cevro sends a rich Adaptive Card to a Webex space or direct message.
Webex is a notification and escalation channel, not a primary support desk. Players don’t contact support through Webex — instead, your internal team receives HITL requests there.

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How Webex Is Used

FeatureTrigger in AIPPurpose
HITL (Human-in-the-Loop)# mention in AIP instructionsAI asks a specialist for input via Adaptive Card, waits for response, then continues the conversation
Send External Message@ → Actions → Send External MessageAI sends a one-way notification to a Webex space or user — no response expected

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Prerequisites

Before connecting Webex, you need to create a Webex Bot that Cevro will use to send messages:
1

Go to the Webex Developer Portal

Visit developer.webex.com/docs/bots and sign in with your Webex account.
2

Create a new bot

Click Create a Bot and configure it:
  • Display Name: Something recognizable, e.g., “Cevro AI” or “[Your Company] Support Bot”
  • Bot Username: e.g., cevro-ai
  • Icon: Upload your company logo or a bot avatar
3

Copy the bot access token

After creating the bot, copy the Bot Access Token. You’ll need this when connecting in Cevro.
The bot token is only shown once when created. If you lose it, you’ll need to regenerate it from the Webex Developer Portal.

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Connecting Webex

1

Open Integrations

In Cevro, go to Settings > Integrations and find the Webex card.
2

Click Connect

Click Connect. A setup window will open.
3

Paste the bot token

Paste the Bot Access Token you copied from the Webex Developer Portal and click Connect.
4

Verify connection

Cevro validates the token and registers webhooks automatically. You should see a success confirmation.

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Webex Spaces

The bot can only see spaces it has been explicitly added to. Unlike some integrations, the Webex bot cannot discover or join spaces on its own. You must manually add the bot to every Webex space where you want HITL notifications to appear.

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Adding the Bot to a Space

1

Open the Webex space

In Webex, navigate to the space (room) where you want HITL notifications.
2

Add the bot

Click the People icon, then Add people. Search for the bot by its display name or username (the one you created in the Developer Portal) and add it to the space.
3

Refresh in Cevro

Return to the Cevro AIP editor. When you configure HITL with Webex, the space should now appear in the dropdown.
This applies to ALL spaces — not just private ones. Unlike Slack (where public channels are visible by default), Webex bots can only interact with spaces they’ve been invited to. Make sure to add the bot to every target space before configuring HITL.

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Setting Up HITL in an AI Procedure

Once Webex is connected and the bot has been added to your target spaces, you can configure HITL:
1

Open the AIP editor

Navigate to Workspaces > AI Procedures and open the AIP you want to configure.
2

Add a HITL mention

In the instruction editor, type # to open the HITL configuration popup.
3

Select Webex as the channel

Choose Webex Space or Webex DM from the channel dropdown.
4

Choose the destination

  • Webex Space: Select the space where HITL notifications should appear.
  • Webex DM: Select a specific user to receive the notification as a direct message.
5

Write the message template

Describe what information the AI should include when requesting help.
6

Save and publish

Save and publish the AIP. The AI will now send HITL requests to Webex when this procedure triggers.

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How HITL Cards Work

When the AI triggers a HITL request, a rich Adaptive Card appears in your Webex space with:
  • Player information — Name, email, tags, and brand
  • Issue summary — What the AI needs help with
  • Form fields — A text area where you can type your response directly in the card
Fill in your specialist input and submit. The AI receives your response and continues the conversation with the player. The card updates in-place to show that a response was provided.
HITL is a consultation, not a full handoff. The AI stays in control of the conversation and uses your input to formulate its response. For full handoff to a human agent, use the Transfer to Live Agent action instead.

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Troubleshooting

IssuePossible CauseSolution
Space not showing in HITL dropdownBot hasn’t been added to the spaceAdd the Cevro bot to the Webex space, then refresh the space list in Cevro
No spaces appear at allBot token invalid or bot not added to any spacesVerify the bot token in Settings > Integrations, and add the bot to at least one space
Messages not appearingBot was removed from the spaceRe-add the bot to the space in Webex
”Provide Input” button not workingWebhook registration failedDisconnect and reconnect Webex in Settings > Integrations to re-register webhooks
Connection failedBot token expired or regeneratedGenerate a new token in the Webex Developer Portal and reconnect in Cevro