Why This Matters
When players interact through pre-chat forms, they sometimes type their question into the Name field instead of their actual name. Without validation, the AI agent would use that text as personalization — addressing the player by their question in every response. Cevro detects and filters these cases automatically, so your agent always sounds professional.What Gets Filtered
Questions & Sentences
Text like “Why won’t you verify my account” or “How do I redeem?” typed into the Name field
Placeholder Names
Generic entries like “test”, “guest”, “hello”, “n/a”, or “admin”
Platform Defaults
Auto-generated identifiers like “Visitor 12345” or “Web User 67890”
Other Garbage
Profanity, keyboard mash, URLs, email addresses used as names, and pure numbers
What Happens When a Name Is Filtered
AI Personalization
The agent skips using the name and addresses the player naturally without it. Instead of “Hey Why won’t you verify my account, let me help you,” it says “Hey, let me help you.”
Contact Record
The original value is preserved on the contact as a platform identifier. Your team can still see it in the conversations panel for reference.
International Names
Cevro supports names from all cultures and scripts:- All-caps names from government IDs (common in Latin America) are accepted
- Multi-part names with cultural particles are recognized — “María de la Cruz”, “Jan van der Berg”, “Mohamed bin Abdul”
- CJK names (Chinese, Japanese, Korean) including single-character names
- Accented characters in any script — Cyrillic, Arabic, Latin with diacritics, etc.
The validation is designed to be conservative. It’s better to skip personalization on a valid name (the agent just doesn’t use the name) than to use garbage text as a name. If you notice a real name being incorrectly filtered, contact support — we can adjust the validation.
No Configuration Needed
Name validation is automatic and applies to all channels:- Zendesk
- LiveChat
- Zoho
- Respond.io
- Web Widget