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What Are Escalation Emails?

When a player issue needs human attention but no one is available to handle it, Cevro sends an email to your support desk with the full conversation transcript. This ensures no player issue falls through the cracks — even if your team is offline, unavailable, or misses a notification.

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Setting Up Escalation Emails

1

Go to Brand Settings

Navigate to Settings → Brands and select the brand you want to configure.
2

Set the Escalation Email

Find the Escalation Email field and enter the email address where transcripts should be sent (e.g., support-escalations@yourbrand.com).
3

Save

Click Save. Escalation emails are now active for this brand.
Each brand can have its own escalation email. If you operate multiple brands, configure the appropriate email for each one.
No escalation email set? No email is sent. This feature is opt-in per brand.

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When Are Escalation Emails Sent?

Emails are sent automatically in these situations:
ScenarioWhat Happens
No operator availableThe AI tried to transfer the player to a live agent (LiveChat or Zoho), but no operator was online or available to take the chat. The email ensures the issue still reaches your team.
HITL request times outThe AI asked your team a question via Human-in-the-Loop, but no one responded before the timer expired (typically 30 minutes). The email is sent as a follow-up.
Outside working hoursA HITL request was created when your team is offline (based on your configured working hours). An email is sent immediately so they can follow up when back.
Ticket resolved without an answerThe conversation ended (player left, ticket auto-closed) but a HITL question was never answered. The email ensures the open question still gets addressed.
Working hours can be configured by your CSM. When set, HITL requests created outside those hours will immediately send an escalation email instead of waiting for the drip timer.

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When Emails Are NOT Sent

To avoid duplicate notifications, escalation emails are not sent when:
  • The ticket is already being escalated to a live agent through your help desk (Zendesk, Intercom, etc.). Your team is already handling it directly — the email would create a duplicate.
  • Your workspace uses “Transfer to Live Agent” as the HITL timeout action. In this case, the player is handed off directly — no email needed.
  • No escalation email is configured on the brand. The feature is opt-in.

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What’s in the Email?

Every escalation email includes the full context your team needs to follow up:
  • Player name and email — Who needs help
  • The issue — What the player needed or what the AI asked your team
  • AI agent name — Which agent handled the conversation
  • Tags — Any tags applied to the ticket
  • Full conversation transcript — The complete back-and-forth between the player and the AI
  • Media attachments — Screenshots or files the player shared (up to 4 MB)
Your team can read the email and immediately understand the situation without needing to log into Cevro.

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Help Desk Inbox Behavior

If your escalation email is the same as your help desk inbox (e.g., your Zendesk or Intercom support email), the email will create a new, separate conversation in your help desk.If you don’t want new tickets created in your help desk, use a different email address, such as:
  • A team distribution list (e.g., escalations@yourbrand.com)
  • A separate monitoring inbox
  • A shared mailbox that your support team checks

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Tracking Escalation Emails

Every email sent (or failed) is logged as an event in your ticket timeline. Open any conversation in the Cevro inbox and look for the “Email Sent to Help Desk” event to see:
  • When the email was sent
  • Which email address received it
  • Whether it was delivered successfully

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Common Questions

Yes. Each brand has its own Escalation Email field. Go to Settings → Brands, select the brand, and configure the email address.
No email is sent. Other escalation behavior (HITL timeout, transfer to live agent) still works as configured — there’s just no email follow-up.
Working hours are configured at the workspace level by your CSM. Contact your account manager to set this up. When configured, HITL requests created outside those hours will send an escalation email immediately.
If your escalation email is the same as your help desk inbox, yes — the email creates a new ticket. Use a separate email address if you want to avoid this.