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Documentation Index

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

Use this file to discover all available pages before exploring further.

Cevro automatically detects when players express responsible gaming (RG) concerns and responds according to your configured policy. RG detection is always active — you configure the action, not whether detection runs.

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What Cevro Detects

Cevro’s classifier analyzes every player message for these RG signals:
SignalExamples
Problem Gambling”I can’t stop playing,” “I’m addicted”
Financial Hardship”I spent my rent money,” “I can’t afford groceries”
Self-Exclusion (gambling-related)“Close my account, I have a gambling problem”
Emotional DistressDistress tied to gambling losses
Self-HarmExpressions of self-harm related to gambling
General self-exclusion (“close my account” without mentioning gambling) is treated as a normal support request, not an RG concern. Only requests explicitly tied to gambling concerns trigger RG detection.

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Choosing Your RG Action

Navigate to Settings → Agent Configuration → Compliance → Responsible Gaming.
1

Select an Action

Choose how Cevro responds when RG is detected:
ActionWhat HappensWhen to Use
EscalateImmediately transfers to a human agentRequired by some jurisdictions; when human oversight is mandatory
Empathic ResponseFlags the issue internally, continues with empathic supportWhen AI can appropriately support with oversight
Follow InstructionsFlags the issue internally, follows your custom step-by-step instructionsWhen you need precise control over the RG response flow
2

Configure Communication Instructions

Depending on your selected action:For Escalate or Empathic Response: Provide tone and sensitivity guidance. Example:
“Express genuine concern for the player’s wellbeing. Mention that help is available. Avoid being preachy or judgmental.”
For Follow Instructions: Use the rich text editor to write step-by-step instructions. You can include:
  • @escalate_to_live_agent to trigger escalation at specific points in your flow
  • @Route to AIP to delegate to a specific support procedure
  • Conditional guidance for different scenarios
3

Save

Changes take effect immediately for new conversations.

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How Each Action Works

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Escalate

When RG is detected, Cevro immediately:
  1. Sends the player an empathic farewell message (using your communication instructions as tone guidance)
  2. Transfers the conversation to a human agent
  3. Logs the RG flag for compliance tracking
The player sees a message like:
“I understand this is a sensitive situation. I’m connecting you with a specialist who can help. Please take care.”

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Empathic Response

When RG is detected, Cevro:
  1. Flags the issue internally (your team is notified, the flag is recorded for compliance)
  2. Continues the conversation using your communication instructions as empathic guidance
  3. Does not transfer to a human — the AI supports the player
The player doesn’t know a flag was raised. The AI continues with heightened sensitivity.

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Follow Instructions

When RG is detected, Cevro:
  1. Flags the issue internally
  2. Follows your custom instructions exactly as written
  3. Can escalate, delegate to another AIP, or provide a scripted response — whatever your instructions say
This is the most flexible option. You control the exact flow.

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False Flag Prevention

Cevro validates every RG detection before acting. The validation checks:
  • Did the player negate or clarify their statement?
  • Was the phrase misinterpreted due to language barriers or grammar?
  • Is this the only message? (Single messages require clearer signals)
  • Could this be about account status or general complaints rather than RG?
If context is unclear, Cevro leans toward NOT flagging. False flags are consequential — especially in escalation mode where they unnecessarily burden human agents.
If you’re in a jurisdiction where false negatives are more dangerous than false positives, enable Compliance Guardrails (ask your CSM). This skips the validation step and treats all RG detections as valid.

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Multi-Brand RG Configuration

For workspaces with multiple brands, you can configure different RG actions per brand. For example:
  • Brand A (regulated market): Escalate mode
  • Brand B (sweepstakes): Empathic Response mode
This requires API configuration. Contact your CSM to set up brand-specific RG workflows.

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RG vs. Toxicity

These are separate detection systems with different purposes:
Responsible GamingToxicity
What it detectsGambling harm, financial distress, self-harmAbusive language directed at the agent
Always active?YesNo (toggle)
Action optionsEscalate / Empathic / CustomWarning → closure progression
PurposePlayer protection, complianceAgent protection, conversation quality
Both can be active simultaneously. They don’t conflict — a message can trigger one without the other.

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Compliance Tracking

Every RG detection is logged for audit purposes:
  • Which player triggered the flag
  • What they said (the triggering message)
  • Which RG class was matched (A-E)
  • What action was taken (escalated, flagged, instructions followed)
  • Timestamp and conversation context
These records are available in the Cevro inbox ticket timeline and can be exported for regulatory compliance.