What Is It?
When a player needs to speak with a human agent but no one is available, Cevro can send a personalized farewell message before closing the chat. The message acknowledges the player’s issue, apologizes for the inconvenience, and lets them know your team will follow up. This is enabled by default. You can turn it off if you prefer to close chats silently, or customize the message tone with optional guidance.How to Configure
Find the No Operator Available section
Scroll down to the No Operator Available block (between Human Handoff and Authentication Communication).
Toggle the message on or off
- On (default) — The AI sends a personalized farewell message before closing
- Off — The chat closes silently with no farewell message
Add optional guidance (if enabled)
Use the Message Guidance field to customize the tone and content. For example:
- “Keep it brief and casual. Don’t mention email follow-up.”
- “Use a formal tone. Mention that our team operates during business hours.”
What Happens When Enabled
When a player is escalated and no operator is online:- The AI reads the conversation context
- It generates a personalized, empathetic message (following your guidance if provided)
- The message is translated to the player’s language automatically
- The message is sent to the player
- If the brand has a support email configured, the full conversation is sent as an escalation email so your team can follow up
- The chat is closed
“I’m sorry, but our team isn’t available right now to help with your withdrawal question. We’ve noted your request and someone will follow up with you as soon as possible. Feel free to reach out again anytime!”
What Happens When Disabled
The chat closes without any farewell message. The ticket is still escalated to your support desk for follow-up — the only difference is the player doesn’t receive a goodbye message.Supported Channels
| Channel | Supported |
|---|---|
| LiveChat | Yes |
| Intercom | Yes |
| Zoho | Yes |
| Zendesk | Not applicable |
| Respond.io | Not applicable |
This setting only appears in the dashboard for workspaces connected to LiveChat, Intercom, or Zoho. Zendesk and Respond.io use different escalation models where agent availability is handled differently, so this setting does not apply and won’t be shown.
Common Questions
Does group routing vs. direct agent routing change when this fires?
Does group routing vs. direct agent routing change when this fires?
No. The no-operator message fires when zero agents are online — regardless of whether your escalation is configured to route to a group or to an individual agent. If agents are available (in the group or otherwise), the transfer succeeds normally and no farewell message is needed. You do not need to toggle this off just because you’re using group-based routing.
If I toggle this off, does the escalation still happen?
If I toggle this off, does the escalation still happen?
Yes. Toggling this off only silences the player-facing farewell message. The escalation email to your support desk is still sent, and the ticket is still marked as escalated. The only difference is the player doesn’t see a goodbye message — the chat closes silently.
Why don't I see this setting on my Zendesk or Respond.io workspace?
Why don't I see this setting on my Zendesk or Respond.io workspace?
These channels use fundamentally different escalation models. Zendesk uses switchboard-based routing where agent availability is handled by Zendesk itself. Respond.io uses tag-based workflow triggers. Neither has the same “no agent available” detection that LiveChat, Intercom, and Zoho have, so this setting doesn’t apply.
Related
- Ticket Closing — Auto-close and check-in settings
- Escalation Emails — Email follow-ups sent to your support desk
- Human-in-the-Loop — Supervisor consultation within conversations