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Velaro Help Center
Velaro Help Center
Live Chat
Getting Started
Quick Start Guide
Agent handbook
How to Sign In to Velaro
Adding Velaro to your Website
Deploy Velaro with Google Tag Manager
Account and App Features FAQs
Design
Chat Designer Overview
Adding a logo to the chat window
Global Designer Settings
Chat Buttons
Queue Screen Design
Modify Chat System Notices
Engagement Workflow
Customer Satisfaction Surveys
Proactive Chat Engagement
Workflow Overview
Group Selection
Pre-chat Survey
Group Re-selection
Agent Console
Queues Location and Descriptions
Agent Performance
Console Overview
Message Input
Conversation Panel
Engagements
Agent Tools
Forgot Password
Setting up Notifications
Agent Availability
Agent welcome message
How to log out from your app dashboard account
Agent to Agent Chat
Visitor Information
Visitor Monitoring Overview
Custom Data
Visitor Monitor — Real-Time Visitor Tracking
Agent Profile
Profile Details
Sounds Configuration
Agent Session Management
Profile Menu
Chat Settings Configuration
Profile Settings
Agent Management
Group Tags and How to Use Them
Manage Agents
Manage Groups
Agent Performance Dashboard
What are Agent Tags
How to Setup and Create Schedules
Reports
Missed Chat Snapshot
Types of Reports and Descriptions
Customer Satisfaction Report
Queue Report
Visitor Reports and Conversion Metrics
Engagement Report
Integrations
Microsoft Dynamics Integration
NetSuite Token-based Authentication
Integrations
Salesforce Integration
Jira Service Desk Integration
Magento Integration
Security and compliance
GDPR Guidance
Velaro Cookies and Local Storage
Enterprise Security Settings
Secure Forms
PingID SAML SSO — Setup Guide
SAML SSO Setup — Okta, Azure AD, and Generic Providers
Administration
Account Setup Full Checklist
Account Settings Overview
How to Setup Security Features
Troubleshooting
Netsuite Troubleshooting
How to set a Mac to not sleep
Submit diagnostic log
Chat with Support
Troubleshooting Stuck or Open Chats
Trouble-Shooting not receiving Email
Chatbots
Chatbot Conversations
Chatbot Overview
Chatbot Profiles
Start a New Chatbot
Chatbot Designer
Chatbot Dialog
Chatbot Actions
Chatbot Actions Overview
Chatbot Query QnA
Chatbot Routing
Chatbot Check Availability
Chatbot Schedule Meeting
Chatbot Webhook
Language Understanding
Natural Language Processing
Question Answering
Getting Started
Getting Started
Getting Started with Velaro V20
Getting Started with Velaro
Account & Setup
Canned Responses
SLA and Response Time Targets
Data Export and Transcript Download
Contact Import and Bulk Management
Content Security Policy (CSP) and Velaro
Outbound Email Campaigns
Knowledge Base
Portal
Knowledge Base Overview
Home Page
Article Viewer
Knowledge Base Settings
Article Management
Article Editor
Topics and Categories
Site Map
Chat and Automation
Knowledge Base Chatbot
Chat Search Widget
Voice
Voice Tools
Voice Overview
Call Bridging
Call Request
Chatbot Call Request
Managing Voice Calls
Call Report
Messaging
Web Messaging
Page Widgets — Click-to-Chat, Click-to-Call, Topic Chat
Security and Compliance
Compliance
Security and Compliance in Velaro V20
Version Updates
Release Notes
Velaro Release Notes
Bots & AI
Bots & AI
Bot Handoff — Escalating from Bot to Human Agent
Bot Testing and Preview Mode
Setting Up Your AI Chatbot
AI Skills — What Your Bot Can Do
Writing a Great System Prompt for Your Bot
AI Bot Orchestration — Multiple Specialist Bots
Workflows
Workflows
MCP (Model Context Protocol) — Velaro Integration Guide
MCP Servers and AI Tools
Velaro Workflows Guide
channel-aware-workflows-guide
Routing & Rules
Auto-Assignment and Load Balancing
How Routing Rule Conditions Work: Any, All, and Condition Groups
Routing Rules and Assignment Logic
Routing & Availability Diagnostics Guide
Velaro Routing and Rules Guide
Channels & Voice
Channels
Co-Browse — Live Screen Sharing with Visitors
Facebook and Instagram Direct Messaging
TikTok Business Messaging
Email Inbox — Gmail and Outlook as Support Tickets
WhatsApp Business Integration
SMS Messaging Setup
Voice & IVR
IVR DTMF — Touch-Tone Menu Builder
IVR and Voice Setup
IVR Outbound Campaigns Guide
click-to-call-guide
Integrations
Integrations Overview
Accela Civic Platform Integration
Velaro Integrations Guide
OneDrive and SharePoint File Sharing
Integration Troubleshooting Guide
CRM Integrations
CRM Buying Signals — AI-Powered Intent Detection
Deal Health Scoring
HubSpot CRM Integration
NetSuite ERP Integration
ServiceNow ITSM Integration
NetSuite Bot Knowledge Guide
Commerce Integrations
Shopify Integration — Full Guide
BigCommerce Integration — Full Guide
In-Chat Payments with Stripe
BigCommerce Bot Knowledge Guide
Calendar Booking — Outlook Calendar & Calendly
Klaviyo Integration Guide
Knowledge Base
Knowledge Base
Setting Up Your Velaro Knowledge Base
Velaro Knowledge Base
Reporting & Analytics
Reports & Analytics
Lead Scoring and Engagement Scoring
Leaderboard and Team Benchmarking
Reports and Analytics Overview
Agent Login History and Audit Trail
Velaro Reporting and Analytics
Velaro Metrics Methodology — How Numbers Are Calculated
Billing & Plans
Billing & Plans
Billing, Usage, and Plan Management
Support
Support
Velaro AI Assistant & Support
Migration Guides
Gorgias to Velaro Migration Guide
Velaro Live Chat (V10)
Getting Help with V10
Velaro Live Chat (V10) — Getting Help
Platform Help
V20 Help Articles
AI Compose Email
Appearance & Dark Mode
Appointment Booking Configuration Guide
Clover POS Integration Guide
Deployments and Teams Guide
Ecommerce Sync — Shopper Profiles, Campaign Triggers & Revenue Attribution
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