Player Authentication
Before accessing sensitive account information or taking actions on a player’s behalf, Cevro needs to verify who they are. This page explains the authentication options available.Two Ways Players Get Authenticated
Help Desk Integration
Seamless & AutomaticWhen a player is logged into your website and starts a chat, their identity is passed automatically from your help desk (LiveChat, Intercom, Zendesk, etc.).No extra steps for the player.
AI Verification
ConversationalWhen session data isn’t available, the AI asks the player for verification info (email, date of birth, player ID, etc.) and validates it against your back-office.Secure fallback option.
Help Desk Integration (Recommended)
This is the preferred method when available. Players don’t need to re-enter information they’ve already provided when logging into your site.How It Works
- Player logs into your website
- Your front-end stores their player ID in the help desk visitor session
- Player starts a support chat
- Cevro reads the player ID from the help desk session
- Player is authenticated automatically
Supported Help Desks
| Help Desk | Session Field Location |
|---|---|
| LiveChat | session_fields |
| Intercom | custom_attributes or external_id |
| Zendesk | conversation.metadata |
| Respond.io | Contact fields |
AI Verification
When help desk integration isn’t available (e.g., player isn’t logged in, or using the web widget), the AI can verify identity conversationally.How It Works
- AI asks the player for required information (configured per workspace)
- Player provides details (email, date of birth, etc.)
- Cevro validates against your back-office API
- If the information matches, the player is authenticated
Common Verification Fields
- Email address - Most common identifier
- Date of birth - Secondary verification
- Player ID - If the player knows it
- Phone number - Alternative identifier
Your Customer Success Manager will configure which fields are required based on your back-office capabilities and security requirements.
What Happens After Authentication?
Once authenticated, Cevro can:- Access the player’s account information
- View transaction history, balances, and bonuses
- Take actions on their behalf (if configured)
- Provide personalized support based on their account status
Security Notes
- All authentication requests are encrypted in transit
- Player credentials are never stored - only the resulting player ID
- Back-office API calls use secure tokens configured by your team
- VIP players can be automatically escalated to human agents if desired
Configuration
Authentication settings are configured during onboarding with your Customer Success Manager. This includes:- Which verification fields to collect
- How to validate against your back-office
- Whether to use help desk integration, AI verification, or both
- VIP detection and escalation rules
Need to Change Your Configuration?
Contact your Customer Success Manager to adjust authentication settings.