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Documentation Index

Fetch the complete documentation index at: https://setup.cevro.ai/llms.txt

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This guide covers what you need to know about the Cevro + Zoho SalesIQ integration — how conversations are handled, how escalations work, and what settings you can configure.
Your Customer Success Manager handles the initial integration setup (OAuth, webhooks, operator creation). This guide covers how the integration works and what your team can configure.

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How It Works

Once connected, Cevro operates as a dedicated operator in your Zoho SalesIQ account:
  1. A player starts a chat on your website via the SalesIQ widget
  2. The conversation is routed to Cevro’s operator
  3. Cevro’s AI handles the conversation — authenticating the player, looking up account data, and resolving their request
  4. If the AI can’t resolve the issue, it escalates to your human support team
Cevro stays online 24/7 through an automated presence system (Sentinel), so your AI agent is always available.

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Brands & Multi-Brand Support

If you operate multiple brands in Zoho SalesIQ, each brand can be independently configured:
  • Automated brands — Cevro handles conversations with AI
  • Non-automated brands — Conversations pass through to your human agents immediately
You can toggle automation per brand in Settings > Brands within the Cevro dashboard.
Even non-automated brands send webhook data to Cevro for analytics. This gives you conversation volume metrics across all brands, not just automated ones.

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Escalation to Human Agents

When the AI determines a conversation needs human attention — whether the player asks for a person, the issue is too complex, or a policy requires human review — Cevro escalates the conversation to your support team.

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Choosing an Escalation Mode

There are two ways Cevro can hand off conversations. You can configure this in the Cevro dashboard under Zoho SalesIQ Configuration > Escalation Routing.
This is the default mode.When a conversation is escalated, Cevro transfers it to your configured Zoho SalesIQ department queue. Your agents see the transfer request and accept it when ready.How it works:
  • Cevro sends the conversation to the department
  • Zoho handles the queue and agent routing
  • Agents see a transfer notification and choose to accept
  • The conversation includes an internal note summarizing why it was escalated
Best for: Teams that prefer agents to manage their own queue and pick up conversations at their pace.

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Setting the Escalation Department

You need to tell Cevro which Zoho SalesIQ department should receive escalated conversations:
  1. Go to Zoho SalesIQ Configuration in the Cevro dashboard
  2. Under Escalation Routing, select your department from the Default Department dropdown
  3. Save the configuration
Without a department configured, escalations will fail. Make sure at least the default department is set before going live.
If different brands need to escalate to different departments, your CSM can configure per-brand department overrides.

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What Happens When No One Is Available

If no human agents are online or available to take the conversation:
  1. Cevro sends the player a message letting them know no agents are currently available
  2. A full conversation transcript is emailed to your brand’s escalation email address (configured in Settings > Brands)
  3. The conversation is closed in Zoho SalesIQ
This ensures no player request is lost, even outside business hours.
Even when agents are online, Cevro monitors the handoff for 2 minutes after transferring. If no human agent picks up the conversation within that window, Cevro sends a “no agents available” message and escalates to email — so the player is never left hanging.

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Settings Reference

These settings are available in the Cevro dashboard under Zoho SalesIQ Configuration:
SettingDescription
Default DepartmentThe Zoho SalesIQ department where escalated conversations are sent. Required for escalation to work.
Escalation ModeChoose between Department Transfer (agents accept manually) or Direct Operator Assignment (automatic, least-busy-first routing).
Facilitator OperatorAn operator with access to multiple Zoho departments, used for accurate load balancing when bot and human operators are in different departments. Only needed with Direct Operator Assignment.
Chat Pickup BehaviorWhether Cevro picks up new conversations immediately or waits for a transfer from your Zoho chatbot. Enable “Wait for transfer” if you have a Zoho chatbot handling initial engagement.
Player AuthenticationAutomatically verify player identity using data your website passes to the SalesIQ widget (e.g., player ID, session data).
Country DetectionAutomatically detect the player’s country from the page URL they’re chatting from (e.g., /en-gb/ → United Kingdom).

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Conversation Lifecycle

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Closed Chats Are Final

Once Cevro ends a SalesIQ conversation — whether the AI resolved it, escalated it to your human team, or closed it after inactivity — the session is complete from our side. If a player reopens the same chat window later, Cevro will not respond to the new message.
Zoho SalesIQ lets players reopen closed chats from their widget history. When this happens, Zoho tries to route the new message back to the originally-assigned operator — but Cevro has already ended that session and will not re-engage.
What to tell players who need follow-up help:
  • Ask them to start a new chat rather than reopening the old one
  • A new chat gives Cevro full context and the ability to authenticate and assist them again
Your human agents can still respond to reopened chats directly via the Zoho SalesIQ UI if needed — this limitation only applies to Cevro’s automated pickup.

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FAQ

The escalation mode is set at the workspace level and applies to all brands. If you need different behavior per brand, talk to your CSM about per-brand configuration options.
Cevro does not re-engage with closed conversations. Once a session ends (resolved, escalated, or closed after inactivity), that specific chat is final. If the player reopens the widget and sends a new message in the same session, Cevro will not respond. Direct players to start a new chat for follow-up questions — this gives Cevro full context to help them again.
If Cevro tries to assign a conversation to an operator who has gone offline, Zoho returns an error. Cevro automatically tries the next available operator. If all attempts fail, it falls back to department transfer.
Cevro uses an automated presence system (Sentinel) that maintains an active session in Zoho SalesIQ. This keeps the AI operator’s status set to “Available” around the clock, with automatic recovery if the session drops.
Yes. When you add a new brand in Zoho SalesIQ, you need to update the webhook workflow to include the new brand. Go to Zoho SalesIQ > Settings > Developer > Workflows > Data Workflows, edit the Cevro webhook, and add the new brand.
Yes. Cevro reads each operator’s maximum concurrent chat setting from Zoho SalesIQ. Operators at their limit are skipped. The default limit is 5 if not explicitly configured in Zoho.
This happens when your bot operators and human agents are in different Zoho SalesIQ departments. The bot can only see conversations in its own department. Configure a Facilitator Operator (an account that belongs to both departments) to give Cevro cross-department visibility. See the Direct Operator Assignment section above.