What Internal Notes Include
When a ticket is escalated, Cevro generates a summary for the human agent that typically includes:- What the player asked about — A brief summary of the issue
- What the AI already tried — Actions taken, tools called, information retrieved
- Why it’s being escalated — The specific reason (knowledge gap, player request, policy requirement, etc.)
- Relevant player data — Key information already gathered during the conversation
Where Notes Appear
Internal notes are delivered through your help desk’s native internal notes system:| Help Desk | How Notes Are Delivered |
|---|---|
| Zendesk | Internal note on the ticket |
| Intercom | Conversation note |
| LiveChat | Internal note in the chat |
| Zoho | Internal comment |
Internal Comms Language
By default, internal notes are written in the same language as the conversation. However, if your support team operates in a different language than your players, you can configure the internal communications language separately. For example, if your players write in Portuguese but your support team works in English, internal notes and escalation summaries will be generated in English — ensuring your agents can read them without translation.Contact your CSM to configure the internal communications language for your workspace.
Adding Your Own Notes
Team members reviewing conversations in the Cevro dashboard can add their own internal notes to any ticket. These notes are visible to other team members reviewing the same conversation and help with:- Shift handoffs — Leave context for the next reviewer
- Coaching — Flag conversations for training purposes
- Process feedback — Note when SOPs need updating
Related
- Delegation vs Escalation — Understanding when and why tickets are handed off
- HITL (Human-in-the-Loop) — Configure how escalation works in your AI Procedures