Connect Your Back-Office

The full power of Cevro’s HART AI engine is unleashed when integrated with your casino back-office platform. This integration allows the AI agent to access comprehensive player data, enabling advanced reasoning and decision-making that automates ticket resolution end-to-end.

Integration Options

Cevro supports two primary integration paths:

Option	Best For
Marketplace Integration	Brands on SoftSwiss, EveryMatrix, BetConstruct, etc.
Custom API Integration	Brands with custom platforms or specific requirements

Marketplace Integrations

Cevro supports native integrations with several iGaming platforms via secure embedded authentication flows. These allow your AI agent to securely access player data and execute actions without requiring custom API development.

Supported Platforms

SoftSwiss
EveryMatrix
BetConstruct
More coming soon

Integration Flow

Provision a Dedicated Support Seat
- Create a new customer support user in your back-office platform
- Assign relevant permissions (view transactions, bonuses, notes, etc.)
Connect via Cevro Dashboard
- Go to Settings → Integrations
- Click Connect on your platform
- Authenticate using the credentials for the Cevro agent seat
Security & Access Control
- Access is scoped and revocable
- IP whitelisting may be required by your platform
Configuration
- Your CSM will assist with field mapping and validate SOP alignment

Marketplace integrations don’t require custom API development.

Custom API Integration

For brands with custom platforms, Cevro connects directly to your back-office APIs. This allows complete flexibility in how player data is structured and accessed.

Our Philosophy

You build whatever endpoints work for your platform. We make it work. This documentation is a framework reference, not a rigid contract. What matters:

Field names are flexible — Call it “withdrawals” or “cashouts”; Cevro normalizes whatever you return
Start with impact — Cover highest-value SOPs first (withdrawals, deposits, bonuses)
Return what you have — Skip unavailable fields; include extra useful ones
Data types aren’t strict — Clear values and consistent meanings matter more than format

Reference Implementation

We provide a gold-standard mock API that demonstrates the data structures and endpoint patterns HART expects. Try it in the API Playground to see example requests and responses for each endpoint.

Authentication

API-Level Authentication

All endpoints should require secure authentication via Bearer token:

Authorization: Bearer your_api_token

Player-Level Authentication

For player-specific data, Cevro supports a dual-auth pattern:

API Token — Authenticates Cevro’s access to your system
Session ID — Scopes access to a specific player

# Step 1: Authenticate player (typically via email, player_id, or DPA flow)
POST /v1/auth/player/login
Authorization: Bearer api_token
Content-Type: application/json

{
  "email": "[email protected]"
}

# Response
{
  "success": true,
  "session_id": "sess_a1b2c3d4-e5f6-7890-abcd-ef1234567890",
  "player_id": "5832",
  "expires_in": 3600
}

# Step 2: Use session for subsequent requests
GET /v1/players/5832/balances
Authorization: Bearer api_token
X-Session-ID: sess_a1b2c3d4-e5f6-7890-abcd-ef1234567890

Sandbox workspaces: New workspaces come pre-configured with a mock back-office API. The mock login accepts any email address — unknown emails auto-create a player so you can start testing immediately. Use [email protected] to test auth failures or [email protected] to test suspended accounts.

Frontend integration

To improve ticket resolution speed and reduce friction, Cevro supports passing the player_id directly from your frontend when a user is logged in. This reduces authentication steps and enables contextual replies from the first message. How you pass this context depends on which widget you use. Use the Cevro Messenger SDK to pass player identity from your logged-in frontend. Add the embed snippet to your site, including the player object with your authenticated user’s data:

<script>
  (function(){
    window.cevroSettings = {
      workspaceId: 'YOUR_WORKSPACE_ID',
      brandId: 'YOUR_BRAND_ID',
      player: {
        playerId: 'abc123',
        email: '[email protected]',
        firstName: 'John',
        lastName: 'Doe',
        playerHash: 'hmac-hash-for-verification'
      }
    };
    var c = function(){c.q.push([].slice.call(arguments))};
    c.q = [];
    window.Cevro = c;
    var s = document.createElement('script');
    s.src = 'https://cdn.cevro.ai/loader.js';
    s.async = true;
    document.head.appendChild(s);
  })();
</script>

You can also identify a player after login without reloading:

Cevro('identify', {
  playerId: 'abc123',
  email: '[email protected]',
  firstName: 'John',
  playerHash: 'hmac-hash-for-verification'
});

See the Widget installation guide for full setup details, domain whitelisting, and HMAC verification.

Note: Player data is only accepted from whitelisted domains configured in your Cevro dashboard.

Other helpdesk widgets (Zendesk, LiveChat, etc.)

Add the same fields as custom attributes or conversation fields on your helpdesk widget. Once passed through, contact your CSM so they can map the fields to your auth configuration.

API Reference

These are common endpoint patterns we’ve seen work well across casino integrations. Use what makes sense for your platform.

Entity Organization

Entity	Purpose
Players	Core profile, balances, KPIs
Transactions	Financial audit log
Withdrawals	Withdrawal history and cancellation
Deposits	Deposit history
Bonuses	Issue/cancel bonuses
KYC	Verification status
Responsible Gaming	RG limits and closures
Notes	Agent notes on accounts

Player Profile

Endpoint: GET /v1/players/{playerId} Returns the complete player profile with balances and KPIs. Response:

{
  "id": "5832",
  "name": "Michael Rodriguez",
  "email": "[email protected]",
  "phone": "+49 174 1234567",
  "currency": "EUR",
  "registration_date": "2024-03-15T10:30:00Z",
  "kyc_status": "approved",
  "balances": {
    "total_balance": 150.00,
    "cash_balance": 100.00,
    "bonus_balance": 50.00,
    "withdrawable_balance": 100.00,
    "pending_withdrawal": 0
  },
  "kpi": {
    "active_bonus": true,
    "wr": 250.00,
    "ltd": 2500.00,
    "ltw": 1200.00,
    "ltnc": 1150.00
  },
  "segments": ["VIP", "High_Depositors"]
}

Key Fields:

kyc_status: Current verification status
balances: Real-time balance breakdown
kpi.wr: Wagering requirement remaining
kpi.ltd/ltw/ltnc: Lifetime deposits, withdrawals, net casino

Balances

Endpoint: GET /v1/players/{playerId}/balances Returns detailed balance breakdown including active bonus info. Response:

{
  "total_balance": 150.00,
  "cash_balance": 100.00,
  "bonus_balance": 50.00,
  "withdrawable_balance": 100.00,
  "pending_withdrawal": 0,
  "currency": "EUR",
  "active_bonus": {
    "id": "pb_abc123",
    "name": "Welcome Bonus",
    "amount": 50.00,
    "wager_requirement": 500.00,
    "wagered_amount": 250.00,
    "remaining_wager": 250.00
  }
}

Transactions

Endpoint: GET /v1/players/{playerId}/transactions Returns transaction history with filtering support. Query Parameters:

event_type: Filter by type (deposit, withdrawal, bonus, bet, win)
from_date / to_date: Date range filter
limit / offset: Pagination

Response:

{
  "transactions": [
    {
      "id": "txn_abc123",
      "date": "2024-06-20T14:30:00Z",
      "event_type": "deposit",
      "event_name": "Deposit Completed",
      "amount": 100.00,
      "currency": "EUR",
      "status": "completed",
      "payment_method": "Credit Card"
    }
  ],
  "total": 45,
  "has_more": true
}

Transaction Summary (KPIs)

Endpoint: GET /v1/players/{playerId}/transactions/summary Returns aggregated transaction statistics. Response:

{
  "lifetime_deposits": 2500.00,
  "lifetime_withdrawals": 1200.00,
  "lifetime_net_casino": 1150.00,
  "total_deposits": 2500.00,
  "total_withdrawals": 1200.00,
  "deposit_count": 8,
  "withdrawal_count": 3,
  "currency": "EUR"
}

Withdrawals

Endpoint: GET /v1/players/{playerId}/withdrawals Returns withdrawal history. Endpoint: GET /v1/players/{playerId}/withdrawals/pending Returns only pending withdrawals (for cancellation scenarios). Endpoint: POST /v1/players/{playerId}/withdrawals/{withdrawalId}/cancel Cancels a pending withdrawal. Request:

{
  "reason": "Player requested cancellation"
}

Response:

{
  "success": true,
  "withdrawal": {
    "id": "wd_abc123",
    "amount": 200.00,
    "status": "cancelled",
    "cancelled_reason": "Player requested cancellation"
  }
}

Deposits

Endpoint: GET /v1/players/{playerId}/deposits Returns deposit history with filtering. Endpoint: GET /v1/players/{playerId}/deposits/summary Returns deposit statistics (count, total, average, last deposit date).

Bonuses

Endpoint: GET /v1/players/{playerId}/bonuses Returns player’s bonus history. Endpoint: GET /v1/players/{playerId}/bonuses/eligible Returns bonuses the player is currently eligible to receive. Response:

{
  "eligible_bonuses": [
    {
      "bonus_type_id": "bt_reload",
      "name": "Reload Bonus",
      "code": "RELOAD25",
      "description": "25% reload bonus up to €50",
      "benefit_type": "Bonus Money",
      "amount": 50.00,
      "wager_requirement": 30,
      "reason": "Player has no active bonus"
    }
  ]
}

Endpoint: POST /v1/players/{playerId}/bonus Issues a bonus to the player. Request:

{
  "bonus_type_id": "bt_welcome",
  "amount": 50.00,
  "reason": "Manual credit by support",
  "added_by": "Support Agent"
}

Endpoint: POST /v1/players/{playerId}/cancel-bonus Cancels active bonuses.

KYC (Know Your Customer)

Endpoint: GET /v1/players/{playerId}/kyc Returns full KYC status and document list. Response:

{
  "player_id": "5832",
  "status": "pending",
  "level": "basic",
  "documents": [
    {
      "id": "doc_abc123",
      "type": "id_card",
      "status": "submitted",
      "submitted_at": "2024-06-15T10:00:00Z"
    },
    {
      "id": "doc_def456",
      "type": "proof_of_address",
      "status": "not_submitted"
    }
  ],
  "required_documents": ["proof_of_address"]
}

Responsible Gaming

Endpoint: GET /v1/players/{playerId}/responsible-gaming Returns full RG status including closure and limits. Response:

{
  "player_id": "5832",
  "rg_closed": false,
  "closure": null,
  "limits": [
    {
      "type": "deposit_weekly",
      "limit_amount": 500.00,
      "used_amount": 200.00,
      "remaining_amount": 300.00,
      "period_end": "2024-06-23T23:59:59Z"
    }
  ]
}

Endpoint: GET /v1/players/{playerId}/responsible-gaming/closed Simple boolean check for RG closure. Response:

{
  "player_id": "5832",
  "rg_closed": false
}

Notes

Endpoint: GET /v1/players/{playerId}/notes Returns admin notes on the player account. Endpoint: POST /v1/players/{playerId}/notes Creates a new note. Request:

{
  "type": "Support",
  "text": "Player requested withdrawal cancellation and bonus instead",
  "pinned": false
}

Error Handling

All errors should follow a consistent format:

{
  "error": "PLAYER_NOT_FOUND",
  "message": "Player not found",
  "request_id": "req_1706123456789"
}

Common Error Codes

Code	HTTP Status	Description
`UNAUTHORIZED`	401	Invalid API token
`INVALID_SESSION`	401	Session expired or invalid
`PLAYER_NOT_FOUND`	404	Player ID does not exist
`BALANCE_INSUFFICIENT`	400	Not enough balance
`WITHDRAWAL_CANNOT_CANCEL`	400	Withdrawal not cancellable

Testing Your Integration

Explore the API Playground to understand expected request/response patterns
Configure operations in the Cevro dashboard pointing to your endpoints (see Custom Integrations)
Test in the Preview tab with sample player scenarios
Review with your CSM before going live

Support

Questions about your integration?

CSM: Contact your Customer Success Manager
Email: [email protected]

Get Started

AI Ticket Handling

Analytics & Insights

Working with Human Agents

Responsible Gaming

Settings

Security & Compliance

Channels

Custom Integrations

Connect Your Back-Office

Integration Options

Marketplace Integrations

Supported Platforms

Integration Flow

Custom API Integration

Our Philosophy

Reference Implementation

Authentication

API-Level Authentication

Player-Level Authentication

Frontend integration

Cevro Web Widget (Recommended)

Other helpdesk widgets (Zendesk, LiveChat, etc.)

API Reference

Entity Organization

Player Profile

Balances

Transactions

Transaction Summary (KPIs)

Withdrawals

Deposits

Bonuses

KYC (Know Your Customer)

Responsible Gaming

Notes

Error Handling

Common Error Codes

Testing Your Integration

Support

Get Started

AI Ticket Handling

Analytics & Insights

Working with Human Agents

Responsible Gaming

Settings

Security & Compliance

Channels

Custom Integrations

​Integration Options

​Marketplace Integrations

​Supported Platforms

​Integration Flow

​Custom API Integration

​Our Philosophy

​Reference Implementation

​Authentication

​API-Level Authentication

​Player-Level Authentication

​Frontend integration

​Cevro Web Widget (Recommended)

​Other helpdesk widgets (Zendesk, LiveChat, etc.)

​API Reference

​Entity Organization

​Player Profile

​Balances

​Transactions

​Transaction Summary (KPIs)

​Withdrawals

​Deposits

​Bonuses

​KYC (Know Your Customer)

​Responsible Gaming

​Notes

​Error Handling

​Common Error Codes

​Testing Your Integration

​Support

Integration Options

Marketplace Integrations

Supported Platforms

Integration Flow

Custom API Integration

Our Philosophy

Reference Implementation

Authentication

API-Level Authentication

Player-Level Authentication

Frontend integration

Cevro Web Widget (Recommended)

Other helpdesk widgets (Zendesk, LiveChat, etc.)

API Reference

Entity Organization

Player Profile

Balances

Transactions

Transaction Summary (KPIs)

Withdrawals

Deposits

Bonuses

KYC (Know Your Customer)

Responsible Gaming

Notes

Error Handling

Common Error Codes

Testing Your Integration

Support