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Your knowledge base is the foundation of great AI support. It contains the information your agents need to answer player questions accurately and consistently.
Knowledge Base vs Ticket Types — these serve different purposes:
  • Knowledge Base → FAQ, terms, policies, informational content players ask about
  • Ticket Types → Step-by-step procedures your AI follows for specific issues
Learn more about this distinction →

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Brand-Specific Knowledge

Cevro supports brand-specific knowledge bases, so each brand only sees relevant information. You can mix and match multiple content sources to keep your agents accurate and helpful.

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Ways to Add Knowledge

Create Articles

Write and manage articles directly in Cevro

Upload Files

Import PDFs, spreadsheets, and documents

Sync Help Center

Automatically pull from your public help center

Custom API Connector

Sync from your own CMS or internal systems

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Create Articles in Cevro

Write and manage articles directly inside Cevro. Perfect for:
  • FAQs and common questions
  • Terms and conditions
  • Promotional information
  • Quick updates your AI should know

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Upload Files

Import existing documentation your support team already uses:
  • PDF manuals and guides
  • Excel/CSV spreadsheets
  • Structured documents
Cevro extracts and indexes the content for your AI agents.

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Duplicate From Another Brand

Launching a new brand with similar content? Duplicate another brand’s knowledge base as a starting point, then customize as needed.

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Sync Your Help Center

Connect your public help center so Cevro automatically pulls in articles. Requirements:
  • Pages must be publicly accessible (not behind a login)
  • Content should be on static pages (heavy JavaScript or dynamic modals may cause issues)
  • For geo-blocked sites, let your CSM know so we can configure properly
How it works:
  • Cevro regularly refreshes content on a set schedule
  • You can also resync instantly after updates
  • New articles are automatically discovered
Example: If your help center is at https://support.yourbrand.com, provide that root URL and Cevro will crawl and index the content.

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Custom API Connector

For technical teams — Connect your internal CMS, knowledge base, or documentation system directly to Cevro via REST API.
If you manage content in a custom system (CMS, internal wiki, documentation platform), you can sync articles directly via API. Features:
  • Sync from any REST API you control
  • Automatic updates (daily, weekly, or manual)
  • Instant webhook-triggered syncs when content changes
  • Flexible field mapping for your API’s response format

Custom KB Connector Guide

Complete setup guide for connecting your API endpoint to Cevro

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Geo-Scoped Articles

Articles can be filtered by country so players only see relevant content:
  • Include articles for specific locales
  • Exclude content where not applicable
This is useful for region-specific promotions, regulations, or localized information.

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SmartSync

Once configured, Cevro automatically discovers and syncs new articles you add. Your knowledge base stays current without manual intervention.

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Best Practices

Each article should make sense on its own. The AI may not see other articles when answering a specific question.
“How to Reset Password” is better than “Article 47”. Clear titles help the AI find the right content.
Use proper headings (H1, H2, H3) and lists. Well-structured content helps the AI understand and extract information.
Outdated information leads to incorrect answers. Review and update regularly, especially for promotions and policies.

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Next Steps

1

Choose your content sources

Decide which combination of methods (manual, upload, sync, API) works best for your content
2

Add your initial content

Start with your most common FAQs and policies
3

Configure sync schedules

Set up automatic syncing for help centers or API connectors
4

Test with your AI agents

Ask questions and verify the AI finds the right answers
Need help setting up? Contact your CSM or reach out to support.