Human-in-the-Loop (HITL) lets Cevro pause automation and request input from human specialists when it encounters situations requiring expert judgment. Once the specialist responds, Cevro continues with that context.
HITL must be enabled for your workspace. Contact your account executive to set it up.
Using HITL in Instructions
To trigger a HITL request, use the # symbol in your AIP instructions to mention a specialist or channel:
If the player requests a goodwill bonus:
- Check @bonusHistory for recent credits
- #VIP Team: Should we offer a goodwill bonus? Player has been with us for 2 years.
#, a dropdown appears showing your configured HITL recipients (Slack channels, Teams groups, email addresses, or Intercom ticket types).
Including Player Context in HITL Messages
You can include @ mentions for Player Context in your HITL message. This data gets included in the request sent to specialists:
#Payments Team: Player claims deposit not showing.
@depositHistory shows last deposit was $50 on Dec 15.
@playerBalance currently shows $0.
Should we credit manually?
How It Works
- Trigger — Cevro encounters a
# mention in AIP instructions
- Request — A message is sent to specialists via the configured channel
- Wait — The AI keeps the player informed while waiting
- Continue — Once the specialist responds, Cevro uses that input to continue
Supported Channels
| Channel | How It Works |
|---|
| Slack | Interactive card with inline response form |
| WebEx | Interactive card with inline response form |
| Microsoft Teams | Web form link |
| Email | Web form link in email body |
| Intercom | Creates a Back Office ticket—specialists respond via Intercom |
Request Context
HITL requests automatically include:
- Player information (name, email, tags)
- Conversation transcript
- Link to the ticket in Cevro inbox
- Your HITL message (including any Player Context you referenced)
- Relevant attachments
Timeout Behavior
When specialists don’t respond in time, Cevro handles it gracefully.
Drip Flow
While waiting, Cevro sends periodic check-in messages to reassure the player:
| Time | What Happens |
|---|
| 0 min | HITL request sent to specialist |
| 5 min | First check-in: “Still working on this…“ |
| 15 min | Second check-in: “We appreciate your patience…“ |
| 30 min | Timeout action triggers |
Timeout Actions
| Option | Behavior |
|---|
| Create Email Ticket (default) | Apologize to player, create email ticket to the brand’s support email for follow-up |
| Transfer to Live Agent | Immediately hand off to a specific team in your help desk |
When to Use HITL
Good use cases:
- Bonus or compensation decisions requiring manager approval
- Edge cases where policy interpretation is needed
- Complex disputes requiring human judgment
- VIP-specific handling decisions
Not needed when:
- A simple escalation (@Transfer to Live Agent) would suffice
- The decision can be made from available data
- Standard policy applies without exceptions
For Intercom workspaces, HITL creates Back Office tickets that specialists handle asynchronously:
- No timeout—requests stay open until responded to
- Specialists respond on their own schedule
- Responses are automatically synced back to Cevro
Configuration
HITL configuration is managed by your account executive:
- Which channels receive HITL requests
- Timeout durations and check-in intervals
- What happens when requests expire (email ticket or live agent transfer)
- Which team receives transfers
- Working hours (requests outside hours go directly to email)
