LiveChat

Connect your LiveChat account to Cevro for automated AI support

This guide covers what your team needs to set up on the LiveChat side. Your Customer Success Manager handles the Cevro-side configuration (OAuth, webhooks, agent creation).

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Prerequisites

Before you begin, make sure:

• You have admin access to your LiveChat account
• Your CSM has created the Cevro AI agent seat (you’ll receive the agent email, e.g., [e-mail])
• Your CSM has completed the Cevro-side integration setup

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Step 1: Set Up a LiveChat Team for Each Brand

Each brand that the AI handles needs its own LiveChat team (formerly called “group”). Teams determine which agents receive chats and how they’re routed.

LiveChat has been transitioning from “groups” to “teams.” Your account may show either label — the setup is the same.

1. Go to Team > Teams (or Groups)

   In LiveChat, navigate to Team > Teams or go directly to my.livechatinc.com/team/groups.

2. Create a new team

   If you already have a team for this brand, you can use the existing one.

3. Add the Cevro AI agent

   Edit the team and add the Cevro AI agent email as a member.

   Set the agent’s priority to “Primary agent”.

4. Add human agents as backup

   Add your human support agents to the same team with “Backup agent” priority.

   This ensures escalated chats are transferred to real agents when the AI needs human help.

The Cevro agent must be set as a Primary agent in the team. Without this, chats won’t be routed to the AI — players will see “No agents available” or be connected to human agents directly.

Note the Team/Group ID — it’s visible in the URL when editing (e.g., my.livechatinc.com/team/group/29 means the ID is 29). Your CSM will need this to link the team to a Cevro brand.

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Step 2: Set Up Routing Rules

Routing rules tell LiveChat which team should handle chats based on where the player is browsing. This is how you direct traffic from specific pages or domains to the AI-powered team.

1. Go to Automate > Routing rules

   Navigate to my.livechatinc.com/automate/groups-routing.

2. Create a routing rule

   Click “Create new rule” and configure:

   • Condition: “Customer who visits URL that Contains” — enter your website domain (e.g., yourdomain.com)
   • Action: “Route to team” — select the team you created in Step 1
3. Save and enable

   Save the rule. Make sure it’s enabled and positioned correctly in your rule priority list (rules are evaluated top to bottom).

Example routing rules:

Condition	Routes To	Use Case
URL contains yourdomain.com	AI CS - Main Brand	All traffic from your site
URL contains yourdomain.com/vip	VIP Human Support	VIP players skip the AI
URL contains app.cevro.ai	AI CS - Sandbox	Testing from the Cevro dashboard

If you’re testing the integration from the Cevro dashboard (using the widget tester), add a routing rule for app.cevro.ai pointing to your test team. This lets you test without affecting live traffic.

Check your default routing behavior. LiveChat has a fallback when no routing rules match — by default, these chats go to a “General” team. If the General team doesn’t have the Cevro agent, those chats will be missed silently. Either:

• Set the default rule to route to your AI CS team, or
• Ensure your routing rules cover all expected traffic so the default is never hit

This is the most common cause of high missed-chat volumes — it can accumulate thousands of unprocessed chats before being noticed.

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Step 3: Configure Chat Assignment

Make sure LiveChat is set to automatically assign chats to available agents:

1. Go to Settings > Chat Settings > Chat assignment or my.livechatinc.com/settings/chats-assignment
2. Enable Auto assignment — this ensures incoming chats are automatically routed to the Cevro AI agent (since it’s set as primary)
3. Save

With auto-assignment enabled and the Cevro agent set as primary, new chats in the team are automatically picked up by the AI. Human backup agents only receive chats when the AI escalates.

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Step 4: Pass Player Identity (Authentication)

For the AI to access player account information (balances, bonuses, transaction history), it needs to know who the player is. The best way is to pass the player’s identity from your website to LiveChat automatically.

How It Works

When a player is logged into your website and opens the chat widget, your frontend passes their identifier (player ID, session ID, etc.) to LiveChat as a session variable. Cevro reads this and authenticates the player automatically — no verification questions needed.

Frontend Integration

Add this code to your website where the LiveChat widget is loaded. It should run after the player logs in:

// After player logs in, pass their identity to LiveChat
LiveChatWidget.call("set_session_variables", {
  player_id: "your-player-id-here"
});

Replace player_id with the field name your CSM configured during setup, and use the actual player identifier from your system.

The field name (e.g., player_id, customerId, sessionId) must match what was configured in Cevro’s LiveChat settings. Ask your CSM if you’re unsure which field name to use.

Common Patterns

Your System	LiveChat Field	Example Code
Player ID (UUID)	player_id	LiveChatWidget.call("set_session_variables", { player_id: "abc-123-def" })
Customer ID	customerId	LiveChatWidget.call("set_session_variables", { customerId: "12345" })
Session token	session_id	LiveChatWidget.call("set_session_variables", { session_id: "tok_xyz" })

Make sure the session variable is set before the player starts chatting. If the player opens the chat widget before your page finishes loading the session data, the AI won’t be able to authenticate them automatically.

Best practice: Delay showing the chat widget until the player’s session data is available, or re-set the session variables when the data loads.

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Step 5: Link Brands in Cevro

Each LiveChat team needs a matching brand in Cevro. Your CSM will set this up, but here’s what to verify:

1. Go to Settings > Brands in Cevro (app.cevro.ai/settings/brands)
2. For each brand, confirm:
   • AI Automation is toggled ON
   • LiveChat Integration shows the correct team name
   • The team/group ID matches the LiveChat team you created in Step 1

If you have multiple brands (e.g., different casino sites), each one needs its own LiveChat team and its own Cevro brand — this keeps conversations separated and ensures players get brand-appropriate responses.

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Step 6: Test the Integration

Quick Test from Your Website

1. Open your website in a browser
2. Start a chat through the LiveChat widget
3. Send a test message
4. Verify the Cevro AI agent responds

Test from the Cevro Dashboard

1. Go to Settings > LiveChat in Cevro (app.cevro.ai/settings/livechat)
2. In the Test Widget section, click “Reload Widget”
3. The LiveChat widget appears — start a conversation
4. Verify the AI responds

Remember: to test from the Cevro dashboard, you need a routing rule that routes app.cevro.ai traffic to your test team (see Step 2).

Test Player Authentication

To verify authentication works:

1. Log into your website as a test player
2. Open the chat widget and send a message
3. In Cevro, open the conversation and check that the player shows as authenticated
4. Ask the AI about account-specific information (e.g., “What’s my balance?”) — it should be able to retrieve it

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How Escalation Works

When the AI determines a conversation needs human attention, it hands the chat off to one of your human agents. Here’s what happens behind the scenes:

Agent Selection

Cevro doesn’t just pick a random agent — it uses capacity-aware routing to find the best available person:

1. Online check — only agents currently online are considered
2. Capacity check — each agent’s chat limit (configured in LiveChat) is compared against their active chat count
3. Available slots — agents with the most free capacity are prioritized
4. At-capacity exclusion — agents already at their chat limit are skipped entirely
5. Fair distribution — when multiple agents have equal capacity, Cevro randomly rotates between them so no single agent gets overloaded

If all human agents are at capacity or offline, Cevro sends the player a message with alternative contact options (e.g., email) and creates a support ticket so the conversation isn’t lost.

What You Control

Setting	Where	Effect
Agent chat limits	LiveChat Settings > Chat Settings	Controls how many concurrent chats each agent can handle — Cevro respects these limits
Backup agents in team	LiveChat Team > Teams	Human agents set as Backup receive escalated chats
Excluded agents	Configured by your CSM	Prevents specific agents (QA, test accounts) from receiving escalations

Make sure your human agents have realistic chat limits set in LiveChat. If an agent’s limit is set too high (or unlimited), Cevro may route chats to them even when they’re already busy. A limit of 3–5 concurrent chats is typical for most support teams.

Cevro’s capacity checks happen at the moment of escalation. If an agent goes offline immediately after the transfer, the chat may briefly appear assigned to an unavailable agent — LiveChat’s own routing will then reassign it. This is normal platform behavior, not a Cevro issue.

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Troubleshooting

Issue	Possible Cause	Solution
”No agents available”	Cevro agent not in the team, or not set as primary	Edit the team and add the agent as Primary (Step 1)
Chats go to human agents instead of AI	Agent priority is wrong, or routing rule points to wrong team	Verify the Cevro agent is Primary and routing rules are correct
High volume of missed chats	Default/catch-all routing rule sends unmatched traffic to a team without the Cevro agent	Check Automate > Routing rules — ensure the default rule routes to your AI CS team, not a generic “General” team
Chats assigned but never appear in Cevro	Chat landed in a LiveChat team that has no Cevro agent	In LiveChat Archives, filter missed chats by team — if the team isn’t AI-connected, fix the routing rules
Widget doesn’t load on Cevro dashboard	Domain not trusted	Ask your CSM to add app.cevro.ai to LiveChat’s trusted domains
AI doesn’t recognize the player	Session variables not passed, or field name mismatch	Verify your frontend code passes the correct field name (Step 4)
Player asked to verify identity despite being logged in	Session variable sent too late (after chat started)	Ensure session variables are set before the widget opens
Escalation doesn’t work	No human agents in the team, or all agents offline	Add human agents as Backup in the team
Chat assigned to offline agent	Agent went offline after transfer, or LiveChat’s own initial routing (before AI) assigned it	If this happens during AI escalation, share the conversation link with your CSM for investigation. If it happens on initial chat assignment (before AI), check LiveChat’s routing rules and auto-assignment settings
Tags not appearing on conversations	Tag exists globally but not in the specific LiveChat team for this brand	Go to Team > Teams, open the brand’s team, and add the tag there. LiveChat tags are team-scoped — see Tags documentation for details
Returning visitors skip the ChatBot	LiveChat’s built-in “remember recent agent” behavior routes returning players directly to the agent who handled them previously	This is normal LiveChat platform behavior and cannot be disabled. Returning visitors will be handled by the Cevro AI agent directly, which is typically faster than going through the ChatBot again.

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Returning Visitor Behavior

LiveChat has a built-in behavior where returning visitors are automatically routed to the agent who handled their previous conversation. This means:

• First-time visitors go through your normal routing flow (including any ChatBot you’ve configured)
• Returning visitors are connected directly to the Cevro AI agent, skipping the ChatBot

This is standard LiveChat platform behavior and cannot be configured or disabled. The player experience is still seamless — returning visitors get connected to the AI agent immediately rather than repeating a ChatBot flow they’ve already completed.

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Summary Checklist

LIVECHAT SETUP (Your Team)
[ ] Admin agent seat created (provided by CSM)
[ ] LiveChat team created for each brand
[ ] Cevro AI agent added as PRIMARY agent in each team
[ ] Human agents added as BACKUP agents
[ ] Routing rules configured for your website domains
[ ] Chat auto-assignment enabled
[ ] Session variables passed from your frontend (for authentication)

CEVRO SETUP (Your CSM)
[ ] LiveChat integration connected and toggled ON
[ ] Brands created and linked to LiveChat teams
[ ] Player authentication field mapping configured
[ ] AI agent online (confirmed by CSM)

Need Help?

Contact your Customer Success Manager for assistance with setup or troubleshooting.