Skip to main content
When Cevro escalates or delegates a ticket to a human agent, it doesn’t just hand off a conversation — it provides internal notes that give the receiving agent full context on what happened and why.

​
What Internal Notes Include

When a ticket is escalated, Cevro generates a summary for the human agent that typically includes:
  • What the player asked about — A brief summary of the issue
  • What the AI already tried — Actions taken, tools called, information retrieved
  • Why it’s being escalated — The specific reason (knowledge gap, player request, policy requirement, etc.)
  • Relevant player data — Key information already gathered during the conversation
This means the human agent can pick up where the AI left off without asking the player to repeat themselves.

​
Where Notes Appear

Internal notes are delivered through your help desk’s native internal notes system:
Help DeskHow Notes Are Delivered
ZendeskInternal note on the ticket
IntercomConversation note
LiveChatInternal note in the chat
ZohoInternal comment
The notes are not visible to the player — they’re only seen by agents in your help desk.

​
Internal Comms Language

By default, internal notes are written in the same language as the conversation. However, if your support team operates in a different language than your players, you can configure the internal communications language separately. For example, if your players write in Portuguese but your support team works in English, internal notes and escalation summaries will be generated in English — ensuring your agents can read them without translation.
Contact your CSM to configure the internal communications language for your workspace.

​
Adding Your Own Notes

Team members reviewing conversations in the Cevro dashboard can add their own internal notes to any ticket. These notes are visible to other team members reviewing the same conversation and help with:
  • Shift handoffs — Leave context for the next reviewer
  • Coaching — Flag conversations for training purposes
  • Process feedback — Note when SOPs need updating