Intercom

Connect Intercom as a primary support channel and HITL escalation target

Intercom is supported as both a primary support channel (players message through Intercom’s messenger) and as a HITL escalation target (the AI creates Intercom Back Office tickets for specialist review).

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Primary Support Channel

When connected as a primary channel, Cevro operates as an admin in your Intercom workspace:

1. A player starts a conversation via the Intercom messenger on your website
2. The conversation is assigned to Cevro (via Intercom Workflows or manual assignment)
3. Cevro’s AI handles the conversation — authenticating the player, looking up account data, and resolving their request
4. If the AI can’t resolve the issue, it escalates to your human agents in Intercom

Your Customer Success Manager handles the initial integration setup (access token, webhooks, admin registration). This guide covers what your team needs to configure.

Setup

Intercom uses assignment-based routing — Cevro only processes conversations that are assigned to its admin ID.

Recommended setup for automatic processing:

1. Create an Intercom Workflow

   In Intercom, go to Workflows and create a new workflow.

2. Set the trigger

   Set the trigger to “Lead/Contact sends first message”.

3. Add an assignment action

   Add an action to “Assign to teammate” and select the Cevro admin (your CSM will provide the admin name).

4. Enable the workflow

   Save and enable the workflow. New conversations will now automatically be routed to Cevro.

Without an Intercom Workflow or manual assignment, conversations will NOT be processed by Cevro. The AI only picks up conversations that are explicitly assigned to its admin ID.

Brands & Multi-Brand Support

If you operate multiple brands, each brand can be independently configured:

• Automated brands — Cevro handles conversations with AI
• Non-automated brands — Conversations pass through to your human agents

You can toggle automation per brand in Settings > Brands within the Cevro dashboard.

Escalation to Human Agents

When the AI determines a conversation needs human attention, Cevro reassigns the conversation in Intercom:

• If an escalation team is configured, the conversation is routed to that team’s queue
• If no team is configured, the conversation is assigned to the first available non-Cevro admin

Your human agents see the conversation in their Intercom inbox with full context.

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Using Intercom for HITL (Supervisor Consultation)

Cevro can also create Intercom Back Office tickets for specialist consultation. When the AI encounters an issue that needs human review (e.g., a payment dispute, a document verification), it creates a ticket in Intercom rather than fully escalating the conversation.

How It Works

1. The AI identifies that a specialist needs to review the case
2. Cevro creates a Back Office ticket in Intercom with the player’s details and issue context
3. A specialist reviews the ticket in Intercom and adds a note with their response
4. The AI receives the specialist’s input and continues the conversation with the player

HITL via Intercom is different from escalation. HITL creates a back-office ticket for consultation — the AI stays in control. Escalation hands the entire conversation to a human agent.

Setting Up 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 Intercom as the channel

   Choose Intercom from the channel dropdown.

4. Select the ticket type

   Choose the Intercom ticket type that should be used for the Back Office ticket.

5. Write the message template

   Describe what information the AI should include when requesting specialist review.

6. Save and publish

   Save and publish the AIP.

Ticket Deduplication

Cevro automatically prevents duplicate tickets. If a player contacts you about the same issue multiple times, Cevro appends a note to the existing ticket rather than creating a new one. If a previous ticket for the same issue was already escalated to a human, Cevro immediately transfers the conversation to a live agent instead of re-automating.

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Troubleshooting

Issue	Possible Cause	Solution
Conversations not being processed by AI	Conversations not assigned to Cevro admin	Set up an Intercom Workflow to auto-assign on first message
Escalation going to wrong person	No escalation team configured	Ask your CSM to configure escalationTeamId for team-based routing
HITL ticket not created	Intercom ticket type not configured in AIP	Verify the HITL # mention selects the correct Intercom ticket type
Duplicate HITL tickets	Transaction ID not being passed	Ensure the AIP passes a transaction identifier for deduplication
”No operator available” message	No human admins besides Cevro bot	Add human admins to your Intercom workspace, or configure an escalation team

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Related

• AI Procedures — Configure how the AI handles different support scenarios
• HITL (Supervisor Consultation) — General HITL architecture