Email

How Cevro handles email conversations, plus using email for HITL escalations and notifications

Email serves two distinct roles in Cevro:

1. Conversation medium — Players email your support address via Intercom or Zendesk, and Cevro handles those tickets automatically
2. HITL & notification channel — The AI sends email notifications to your internal specialists for consultation or alerts

Email support as a conversation medium works through your existing help desk (Intercom or Zendesk). You don’t need to set up a separate email channel — if your help desk receives email tickets, Cevro handles them automatically.

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How Email Differs from Chat

Email conversations are asynchronous — players don’t expect instant back-and-forth. Cevro adapts its behavior accordingly:

Behavior	Chat	Email
Escalation message to player	”I’m transferring you to a specialist…”	Silent — no message sent
Auto-close check-in	”Are you still there?”	Silent — no check-in sent
Auto-close resolution	”I’m closing this ticket…”	Silent — ticket resolves quietly
AI response formatting	Chat-style (short, conversational)	Email-style (structured, with greeting and sign-off)

The silent behavior during escalation and auto-close is intentional. Chat-style lifecycle messages (“I’m transferring you…”) create confusion in email — the player expects a response from the human agent, not an automated notification.

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Escalation Behavior

When the AI escalates an email conversation to a human agent, the system stays silent. No farewell message, no “I’m transferring you” notification, and no automated handoff text is sent to the player. The human agent picks up the conversation and responds directly via email.

This is controlled by the “Suppress escalation messages for email” toggle in your workspace settings.

Configuration

1. Go to Settings

   Navigate to Settings > Ticket Lifecycle.

2. Find the email escalation toggle

   Look for “Suppress escalation messages for email” — this controls whether the AI sends handoff messages during email escalations.

3. Verify it's enabled

   The toggle is on by default for all workspaces. When enabled, escalation messages are suppressed for email conversations. Chat conversations are not affected.

If you turn this toggle off, players will receive automated messages like “I’m transferring you to a Support Specialist” via email — which is usually not the desired experience.

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Auto-Close Behavior

When an email conversation is idle for the configured period, the ticket auto-closes silently. Unlike chat, the system does not send:

• A check-in message (“Are you still there?”)
• A resolution message (“I’m closing this ticket…”)

The ticket simply resolves in the background. If the player replies later, a new ticket is created.

Auto-close timing is still controlled by your workspace auto-close settings. Only the outbound messages are suppressed for email — the timing behavior is the same as chat.

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HITL (Supervisor Consultation) for Email

If you use the Supervisor Consultation feature (HITL) with email tickets, check the email-specific settings:

1. Go to Settings > Ticket Lifecycle > Supervisor Consultation
2. Switch to the Email view (if available)
3. Review the “Send expiration message to player” toggle

If “Send expiration message to player” is on, the player will receive an automated email when the consultation expires. For most email workflows, this should be off — the human agent should respond directly, not the system.

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Email Formatting

You can customize how the AI writes its email responses and configure an automatic signature.

See Email Formatting for the full configuration guide.

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What the Player Sees

Here’s a typical email escalation flow from the player’s perspective:

Step	What Happens	What the Player Sees
1	Player sends email to support	Their email is sent
2	AI processes and responds	AI’s email response arrives
3	AI decides to escalate	Nothing — no notification
4	Human agent picks up ticket	Human agent’s response arrives via email

The transition from AI to human is seamless — the player just sees responses coming from your support team.

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Troubleshooting

Issue	Possible Cause	Solution
Player received “I’m transferring you…” via email	Escalation suppression is disabled	Enable “Suppress escalation messages for email” in Settings > Ticket Lifecycle
Player received “Are you still there?” via email	Unexpected — auto-close messages are always suppressed for email	Contact support — this shouldn’t happen
Player received an expiration message via email	HITL expiration message toggle is on	Go to Settings > Ticket Lifecycle > Supervisor Consultation > Email view, turn off “Send expiration message to player”
Email responses look like chat messages	Email formatting not configured	Set up email structure instructions in Settings > Email Formatting

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Using Email for HITL (Supervisor Consultation)

Beyond handling email conversations, Cevro can also send HITL consultation requests and notifications via email to your internal specialists. This works independently of your help desk — Cevro sends the email directly.

How It Works

When an AI Procedure triggers HITL with email as the delivery channel:

1. Cevro sends an HTML email to the specialist with the player’s context, conversation transcript, and a summary of what the AI needs help with
2. The email includes a “Provide Input” link that opens a web form
3. The specialist reviews the context, types their response in the form, and submits
4. The AI receives the specialist’s input and continues the conversation with the player

No SMTP configuration is required on your end. Cevro handles email delivery automatically.

Setting Up Email HITL in an AI Procedure

1. Open the AIP editor

   Navigate to Workspaces > AI Procedures and open the AIP you want to configure.

2. Add a HITL mention

   In the instruction editor, type # to open the HITL configuration popup.

3. Select Email as the channel

   Choose Email from the channel dropdown.

4. Enter the recipient

   Type the email address of the specialist who should receive consultation requests. You can also add CC recipients.

5. Write the message template

   Describe what information the AI should include when requesting help.

6. Save and publish

   Save and publish the AIP. The AI will now send email consultation requests when this procedure triggers.

Using Email for Send External Message

You can also use email as a target for Send External Message — a one-way notification sent during a conversation without waiting for a response.

1. Open the AIP editor

   Navigate to Workspaces > AI Procedures and open the AIP.

2. Add a Send External Message action

   Type @ to open the actions dropdown, then select Send External Message from the Actions tab.

3. Select Email as the target

   Choose Email and enter the recipient address.

4. Save and publish

   The AI will send the notification email when this step is reached in the procedure.

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Related

• Email Formatting — Customize email structure and signatures
• Ticket Close Settings — Configure auto-close timing