Automation Rules

Route conversations automatically based on player data

What Are Automation Rules?

Automation rules let you take automatic actions when a conversation starts, based on who the player is. Think of it like a VIP entrance at a club—high-value players get special treatment before they even start talking to the AI.

Common use cases:

• VIP routing — Send platinum players directly to human agents
• Restricted players — Auto-close tickets for self-excluded players
• High-risk flagging — Escalate players with unusual activity patterns

Creating Your First Rule

1. Navigate to Rules

   Go to Dashboard → Rules and click Create Rule.

2. Name Your Rule

   Give it a descriptive name like “VIP Platinum Escalation” or “Self-Excluded Auto-Close”.

3. Choose When It Triggers

   Select Conversation Started. This means the rule will be evaluated the moment a player sends their first message.

4. Add Conditions (Optional)

   Click Add Condition to specify which players this rule applies to:

   • Select a data source (a back-office tool or computed attribute)
   • Choose the field (like vipLevel or playerStatus)
   • Pick an operator (equals, greater than, contains, etc.)
   • Enter the value to compare against

   You can add multiple conditions—all must match for the rule to trigger.

5. Choose the Action

   Select what happens when conditions match:

   • Escalate to Human — Immediately sends to a human agent
   • Close Ticket — Closes the conversation without a response
6. Save

   Click Create Rule. Your rule is now active!

How Conditions Work

Conditions let you target specific players. Each condition compares a piece of player data against a value:

Basic Operators

Operator	What It Does	Example
equals	Exact match	vipLevel equals "platinum"
not equals	Doesn’t match	status not equals "active"
greater than	Numeric comparison	totalDeposits > 10000
less than	Numeric comparison	balance < 0
contains	Text/list search	tags contains "high-risk"
is in	Value in list	status is in ["banned", "suspended"]

Tag-Based Operators

These operators are perfect for routing based on player tags or badges:

Operator	What It Does	Example
contains any of	Matches if player has ANY of the listed values	tags contains any of ["vip", "whale", "platinum"]
contains all of	Matches if player has ALL of the listed values	badges contains all of ["verified", "depositor"]
does not contain any of	Matches if player has NONE of the listed values	restrictions does not contain any of ["banned", "self-excluded"]

When to use which:

• Contains any of — VIP routing where any high-value tag should trigger escalation
• Contains all of — Multi-requirement checks where ALL criteria must be met
• Does not contain any of — Safety checks to ensure player has no restriction flags

No condition = always triggers. Leave conditions empty to create a rule that applies to every conversation (useful for maintenance mode).

Priority Order

When you have multiple rules, they’re evaluated in priority order. The first matching rule wins—remaining rules are skipped.

Drag rules in the list to reorder them. Put more specific rules higher in the list.

Example: VIP vs. Self-Excluded Priority

If a player is both VIP platinum AND self-excluded:

• Priority 1: If self-excluded → Close Ticket (matches first, rule fires)
• Priority 2: If VIP platinum → Escalate (never evaluated)

Order matters! Put business-critical rules at the top.

Managing Rules

Toggle Rules On/Off

Use the switch next to each rule to enable or disable it without deleting. Great for:

• Testing new rules in production
• Temporarily disabling during maintenance
• A/B testing different routing strategies

Edit or Delete

Click any rule to edit its conditions or action. Click the trash icon to archive a rule (you can restore it later if needed).

Common Patterns

VIP Escalation

Route high-value players to human agents immediately.

Condition: vipLevel equals "platinum" Action: Escalate to Human

Self-Excluded Handling

Auto-close for players who shouldn’t be playing.

Condition: playerStatus equals "self-excluded" Action: Close Ticket

Negative Balance Alert

Escalate players who have withdrawn more than deposited.

Condition: totalWithdrawals > totalDeposits Action: Escalate to Human

Maintenance Mode

Close all conversations during scheduled maintenance.

Condition: (none) Action: Close Ticket

Tag-Based Routing Examples

Multi-Tag VIP Routing

Escalate players with ANY high-value tag.

Condition: tags contains any of ["vip", "whale", "high-roller", "platinum"] Action: Escalate to Human

Great for when players can have different VIP designations across systems.

Verified Player Check

Only allow players who have completed ALL verification steps.

Condition: badges contains all of ["email-verified", "kyc-complete"] Action: (proceed normally)

Use with other rules to ensure full verification before sensitive actions.

Restriction Blocking

Block players with ANY restriction flag.

Condition: restrictions contains any of ["self-excluded", "cooling-off", "timeout-active"] Action: Close Ticket

Catches all responsible gaming restrictions in one rule.

Clean Player Fast-Track

Fast-track players with no issues.

Condition: flags does not contain any of ["fraud-alert", "chargeback", "abuse-warning"] Action: (proceed normally)

Combine with other conditions for priority routing.

Data Sources

Rules can use data from:

1. Back-office tools — Real-time data from your player management system (balance, VIP level, status). Only data-retrieval tools appear in the condition builder — action tools (like “issue bonus”) are excluded since they perform changes rather than reading data.
2. Session Information — Built-in data about the player’s browser, device, location, and help desk metadata. This is always available — no authentication required.
3. Computed attributes — Custom calculations combining multiple data sources

Don’t have back-office tools connected yet? See Connect Platform to set up your integrations.

Important: Using Back-Office Data

Rules using back-office tools require player authentication.

When you use fields from back-office tools (like VIP level or account balance), Cevro needs to know who the player is before it can look up their data.

How Authentication Works With Rules

Cevro authenticates the player before evaluating automation rules. This means rules that use back-office data work as long as the player’s identity is available when the conversation starts.

Your Setup	What Happens
Help-desk auth configured	Players are automatically identified when they start chatting. Rules using back-office data (VIP level, balance, etc.) work immediately.
No help-desk auth	Players identify themselves during the conversation (e.g., via email verification). Since this happens after rules have already been evaluated, rules using back-office data won’t fire at “Conversation Started.”

Not sure if you have help-desk auth? Go to Settings → Channels and look for authentication configuration in your channel settings. It’s typically set up during onboarding and requires your help desk to pass player identity data (like a session ID or player ID) when the chat widget loads.

Performance Considerations

Rules using back-office data make an API call when the conversation starts. This adds a small delay before the first response. For most setups, this is negligible, but high-volume operations should be aware.

Alternatives

If you need rules that work without help-desk authentication:

• Use Session Information — Built-in data about the player’s browser, device, and location is always available
• Use computed attributes — Create derived values that don’t depend on real-time back-office data

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Creating a Tag-Based VIP Routing Rule

Here’s a step-by-step example of setting up a rule that routes VIP players (based on tags) to human agents:

1. Navigate to Rules

   Go to Dashboard → Rules and click Create Rule.

2. Name your rule

   Enter a descriptive name: “VIP Tag Escalation”

3. Select the trigger

   Choose Conversation Started as the trigger event.

4. Add a tag-based condition

   Click Add Condition and configure:

   • Data source: Select your player data tool (e.g., “Get Player Dashboard”)
   • Field: Select tags (or your equivalent field that returns an array of player tags)
   • Operator: Select Contains any of
   • Values: Add each tag by typing and pressing Enter:
     • vip
     • whale
     • high-roller
     • platinum
5. Select the action

   Choose Escalate to Human.

6. Save and test

   Click Create Rule, then test with a player who has one of your VIP tags to verify it works.

The Contains any of operator is perfect for this scenario because players might be tagged differently across systems. Instead of creating four separate rules, one rule catches them all.

Tips for Success

Start simple, then refine

Create one rule at a time. Test it with real conversations before adding complexity.

Use descriptive names

“VIP Platinum Immediate Escalation” is better than “Rule 1”. Future you will thank present you.

Monitor new rules

After deploying a rule, watch your analytics for the first few days. Are the right conversations being routed?

Document your logic

Use the description field to explain WHY a rule exists, not just what it does.

Troubleshooting

Issue	Solution
Rule never fires	Check that your condition matches the actual player data. Test the tool in Playground first.
Rule never fires (uses back-office data)	Your workspace may not have help-desk auth configured. Without it, player identity isn’t available when rules evaluate.
Rule works in Playground but not in production	Make sure help-desk auth is configured on your channel. In Playground, “Pre-authenticate” provides the identity automatically.
Wrong rule fires	Reorder your rules so more specific ones come first.
Rule fires unexpectedly	Your condition may be too broad. Add more specific conditions.
Can’t find the data field	Make sure the back-office tool is configured and returning the field you expect.

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Need more complex routing logic? Automation rules are designed for simple, predictable routing. For nuanced decisions, let the AI handle classification and use AI Procedures to guide the conversation.