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Do Not Escalate setting The Do Not Escalate setting tells Cevro to contain a conversation rather than escalate to a human agent—even when the player is frustrated or insistent.

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When to Use This

Not all escalation requests are actionable. Sometimes a player demands a human even though:
  • The correct answer has already been given
  • No human could provide a different outcome
  • Company policy is clear and non-negotiable
In these cases, escalating wastes human agent time without improving the player experience. Do Not Escalate keeps Cevro in the conversation. Example scenario: A player asks to withdraw, but they haven’t met wagering requirements. Cevro explains the requirements correctly. The player gets frustrated and demands a human. A human would give the same answer—escalating doesn’t help.

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How It Works

When Do Not Escalate is enabled on an AIP:
  1. Cevro handles the conversation normally
  2. If circumstances would normally trigger escalation (frustration, repeated requests for human)
  3. Cevro evaluates whether escalation would be productive
  4. If not, Cevro contains the conversation using your containment message
Do Not Escalate only affects “insistence escalation”—situations where the player is frustrated but the answer won’t change. It doesn’t block escalation for genuine knowledge gaps, technical errors, or responsible gaming concerns.

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Setting Up Containment

When you enable Do Not Escalate, you can configure a containment message—the response Cevro uses when containing. Containment message configuration Example containment message: 
Before making a withdrawal, you need to meet the eligibility requirements.
Once you meet these requirements, you will be able to withdraw.
Cevro uses this message as a foundation but maintains an empathetic tone: 
I understand this is frustrating. Unfortunately, withdrawals require meeting
the eligibility requirements first. Once you do, you'll be able to withdraw.
Is there anything else I can help you with?

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What Still Escalates

Do Not Escalate doesn’t block all escalation. These situations still escalate:
  • Knowledge gaps — Cevro genuinely doesn’t know the answer
  • Responsible gaming concerns — Player shows signs of problem gambling
  • Technical errors — Backoffice APIs fail or return errors
  • Explicit escalation in instructions — Your AIP instructions specify when to escalate

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Escalation vs Containment Metrics

With Do Not Escalate enabled, you’ll see your conversations split between:
  • Escalated — Handed to human agents (genuine gaps, errors, RG concerns)
  • Contained — Resolved by Cevro without human involvement
High containment with good player satisfaction indicates the feature is working well.