When writing AIP instructions, you can reference three types of capabilities using the @ mention system:
- Player Context — Read-only data from your backoffice (balances, transactions, status)
- Knowledge — Articles from your Knowledge Base
- Actions — Operations that change state (escalate, route, close, tag)
Type @ in the instructions editor to open a dropdown with tabs for each type.
Player Context
Player Context gives Cevro access to data from your backoffice systems. These are configured by your technical team during integration setup.
How It Works
When you mention Player Context in instructions, Cevro calls your backoffice API to fetch that data during the conversation.
Check @withdrawalStatus for pending requests.
If pending:
- Share the status and expected timeframe
If no pending withdrawals:
- Ask the player for more details
Common Player Context Examples
Depending on your integration, you might have access to:
| Context | What It Returns |
|---|
@playerBalance | Current account balance |
@withdrawalStatus | Pending withdrawal requests |
@depositHistory | Recent deposits |
@bonusStatus | Active bonuses and wagering progress |
@verificationStatus | KYC document status |
@vipLevel | Player tier and benefits |
Your available Player Context depends on what your backoffice integration provides. Check with your account executive if you need additional data.
Authentication Requirement
When an AIP uses Player Context, Cevro needs to verify the player’s identity to fetch their data. The Require Player Authentication toggle auto-enables when you reference Player Context in your instructions.
Knowledge
The Knowledge tab lets you reference specific articles from your Knowledge Base in your instructions.
When to Use Knowledge References
- Procedures that need reference data — A “Payment Method Issues” AIP might reference an “Accepted Payment Methods” article so Cevro can look up which methods work
- Brand-specific information — Knowledge Base articles are segmented by brand, so you can store brand-specific details and reference them
Using Knowledge in Instructions
If the player asks about accepted payment methods:
- Check @Accepted Payment Methods for their region
- Explain which methods are available
If the player's method isn't listed:
- Suggest alternatives from the article
Multi-Brand Awareness
The Knowledge tab shows which brands have each article:
- Fuzzy matching groups similar titles (“Accepted Payment Methods” ≈ “Payment Methods Accepted”)
- Shows coverage like “10 brands have this, 2 brands missing”
- Helps you identify content gaps to fill
Actions
Actions let Cevro perform operations during a conversation — not just read data, but actually do things.
Built-In Actions
Every workspace has access to these core actions. They work out of the box with no setup required:
| Action | What It Does |
|---|
| Transfer to Live Agent | Hands off the conversation to a human agent |
| Route to AI Procedure | Switches to a different AIP mid-conversation |
| Close Ticket | Ends the conversation and marks it resolved |
| Add Tags | Applies labels for categorization and reporting |
| Send External Message | Sends a notification outside the main conversation (email, Slack, Teams) |
| Access Session Info | Pulls in context about the current conversation |
Built-in actions are available to every workspace automatically. You don’t need to configure anything to use them.
Custom Integration Actions
In addition to built-in actions, you may see actions that come from your Custom Integrations (configured on the Tools page).
When your team sets up a Custom Integration (connecting Cevro to your backoffice API), each integration has operations — individual API calls. Operations that perform write actions (changing data, triggering processes) automatically appear in the Actions tab of the AIP editor. Read-only operations appear in the Player Context tab instead.
For example, if your team has integrated your bonus engine:
- A read operation like “Get Player Bonus Status” → appears in Player Context
- A write operation like “Apply Bonus” → appears in Actions
Custom integration actions only work if the integration is properly configured with a real API endpoint. If an action points to a test/mock URL, it won’t perform real operations. Check with your technical team if you’re unsure whether an action is fully configured.
How to Tell Them Apart
When you open the @ dropdown and go to the Actions tab:
- Built-in actions (Transfer to Live Agent, Close Ticket, etc.) are platform features — they always work
- Custom actions come from your workspace’s integrations — they depend on your backoffice setup
If you see an action you don’t recognize (like “Reset Password” or “Assign Bonus”), it’s likely from a Custom Integration. Check the Tools page to see which integrations and operations are configured for your workspace.
Using Actions in Instructions
Reference actions the same way you reference Player Context — with @:
If the issue is resolved:
- Thank the player
- @Close Ticket
If the player needs billing help:
- @Route to AI Procedure and select "Billing Support"
If the issue requires human judgment:
- Explain that you're connecting them to a specialist
- @Transfer to Live Agent
Human-in-the-Loop (HITL)
For situations requiring human specialist input before continuing, Cevro supports Human-in-the-Loop workflows. When triggered, the AI pauses automation, requests input from a specialist (via Slack, Teams, email, or Intercom), and continues once they respond.
See Human-in-the-Loop for configuration details.
The @ Mention Dropdown
When you type @ in the instructions editor, a dropdown appears with tabs:
| Tab | Contents | Source |
|---|
| Player Context | Read-only data lookups | Your Custom Integrations (read operations) |
| Knowledge | Articles from your knowledge base | Your Knowledge Base |
| Actions | Operations that change state | Built-in platform actions + your Custom Integrations (write operations) |
How Mentions Work (Important)
When you select an item from the @ or # dropdown, a colored chip appears in the editor — like an @mention in Slack or a tag in an email. This chip is not just text. It carries structured data that Cevro uses to perform the action.
The chip is what matters, not the text around it. Changing words before or after a chip does not change what the chip does.For example, if your instruction says Escalate to Slack #payments-team and you change the text to Ask in Slack #payments-team, the behavior stays the same — the #payments-team chip still triggers a HITL supervisor consultation regardless of whether you wrote “escalate” or “ask” around it.
Editing Mentions
| To do this… | Do this |
|---|
| Remove a mention | Click on the chip and press Delete/Backspace — the entire chip disappears |
| Change the target | Delete the old chip, then type @ or # to insert a new one |
| Change surrounding text | Edit the text freely — it won’t affect the chip’s behavior |
Think of mentions as buttons embedded in your text. The text around them is instructions for the AI to understand when to use the mention. The mention itself defines what happens when it’s used.
Best Practices
Check data before acting on it
Check @withdrawalStatus first.
If withdrawal is pending:
- Explain the status
- No need to escalate
If withdrawal is stuck:
- @Transfer to Live Agent
If escalating:
- @Add Tags with "needs-review"
- @Transfer to Live Agent
If this is actually a deposits question:
- Acknowledge the topic change
- @Route to AI Procedure and select "Deposit Issues"
Troubleshooting
| Issue | Check |
|---|
| Player Context not returning data | Is authentication enabled? Is the backoffice integration working? |
| Action not appearing in dropdown | Is it a built-in action? If not, check if the Custom Integration has a write operation for it on the Tools page. |
| Custom action not working | Verify the integration endpoint is configured with a real API URL (not a mock/test URL). Check with your technical team. |
| ”Authentication required” errors | The AIP uses Player Context but authentication isn’t set up for this channel. |
