Group Selection

Group selection allows chats to be assigned to groups prior to the pre-chat survey in order to display a specific prechat survey other than the default associated with the page the customer is currently viewing. These use information such as incoming data from the brand website, browser visitor monitoring or enterprise systems.  Group selection rules are available to customers that have Advanced Workflow enabled in their account.

To configure Group selection settings, go to Account Setup > Workflows > Group selection (



Group selection controls

Group selection controls.

Turns the rule builder off, hides the "+Add rule" button, and hides any rules that have been configured.

Be sure to click "Save" to after you click the "Off" button to turn off rules.

2Rule builderTurns on the rule builder, if it is turned off, shows the "+Add rule" button, and shows any rules that had been configured.
3External provider

Displays a field to enter a url to leverage an external business rules engine that overrides the Velaro rule builder.

This is an enterprise feature, please contact Velaro support integration with a business rules engine.

4SaveSaves the selections made to turn off rule builder, turn on rule builder, or save an external provider url.
5+New RuleAdds a new, blank rule to the bottom of the rule list.
6List order

Mouse over the List order icon, then click to drag a rule to reorder the list as you require. 

Rules are evaluated from the top of the rule list to the bottom until the first condition is met.


The name given to the rule. This name is for internal use only and should describe the rule.

The Name is a hyperlink that toggles the rule controls open and closed. See Rule Builder.

8GroupThe name of the group where the rule will route the chat.
9Delete rule

Click to delete the rule.

A dialog box will open with the message "Removing this rule will permanently delete it".

  • Cancel: cancels the delete action.
  • OK: permanently deletes the rule.


Rule controls

To configure the rules for group selection, please see Rule Builder article.

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