How to Edit Your Agent Profile Settings
The Agent Profile Settings page allows you to personalize your experience and manage your chat preferences, notifications, sounds, and account security. This guide explains what each tab does and how you can customize your settings.
To access your profile settings, select your agent's avatar image and click your display name from the drop-down menu.
Details Tab
The Details tab displays your personal and account information.
| Field | Description |
| First name | The first name of the agent. |
| Last name | The last name of the agent. |
| Display name | The name that is displayed within the Velaro console and to the visitor. |
| Role | The role of the agent in the company. |
| Last online | The time that the agent was last online. |
| Phone | Agent phone number. |
| Fax | Agent fax number. |
| Alt. email | Agent alternate email address. |
| Internal ID | The internal employee id number of the agent. |
| Language | Agent language. |
| Time Zone | Agent time zone. |
| Tags | Agent tags. Used in the Agent Performance view |
| Change password | Opens a dialog box to allow the agent to change password |
| Save Profile | Save changes to the profile. |
Chats Tab
This tab lets you customize conversation settings to manage your workflow. You can specify the maximum number of simultaneous chats to maintain high-quality interactions.
Set your default availability status to indicate when you are ready for new conversations.
Customize the chat text size and color to distinguish visitor messages from system notifications for organized communication.
Control | Description |
| Maximum concurrent chats | This control is only available to administrators through the Manage Agents control. The number of chats that the agent can take at the same time. |
| Engagement font size | The font size for the chat engagement messages that are displayed to the agent in the console. |
| Availability at login | The default availability status that is set upon login. Last status Available Unavailable |
| Text Color | Agent Text- The color of the agent's text messages in agent console. Visitor Text- The color of the visitor's text messages in the agent console. Other Agent Text- The color of other agent's text messages in the agent console. System Text- The color of system notices in the agent console. |
| Save Profile | Click to save changes to the profile. |
Notifications Tab
This tab allows you to set how you receive alerts, both within the platform and externally, such as via email or text. You can choose to show or hide new message notifications, select whether to receive alerts for new or transferred chats when you’re unavailable, and turn off queue alerts when you reach the maximum chat limit.
General Notification Settings
| Setting | Description |
| Show new message alerts | Unchecked: No alert appears when a visitor sends a message. Checked: Displays an alert each time a visitor sends a message. |
| New/transferred engagement alerts when unavailable | Unchecked: No alerts appear for new or transferred chats if the agent is unavailable. Checked: Alerts appear for new or transferred chats even when the agent is unavailable. |
| Disable queue alerts at max chats | Unchecked: Alerts continue to appear even when the agent has reached the chat limit. Checked: Alerts stop appearing once the agent reaches the maximum number of chats. |
| Show shadowing alerts | Unchecked: No alert appears when a chat is being shadowed. Checked: Displays an alert when a chat is being shadowed. |
External Notifications
| Setting | Description |
| Get notifications via email or text | Sends alerts through external channels such as email or SMS. |
| Receive text/email notifications while logged out | Sends notifications even when you’re not logged in. |
Toast Notification Settings
| Setting | Description |
| Visual alerts shown as sticky | Keeps on-screen notifications visible until you dismiss them. |
| Show alerts for [X seconds] | Sets how long alerts remain visible before disappearing. |
Desktop Application Notification Settings
| Setting | Description |
| System tray alerts | Displays notifications in your computer’s system tray. |
| Display engagement alerts until acknowledged | Keeps alerts active until you click or respond to them. |
Groups Tab
Displays the groups you’re assigned to and the corresponding tier, when available.
Administrator view
The administrator view lists all groups the agent is assigned to.
Click the group name to open the Manage Group screen for that group.
Click Remove to open a confirmation dialog and remove the agent from the group, or cancel the action.
Click Add Groups to assign the agent to additional groups they are not currently part of.
Agent view
The agent view lists the groups you’re assigned to. You can view your group names and tiers, but you can’t add or remove yourself from any group.
Scheduled Reports Tab
The Scheduled Reports tab displays all reports that you have set up for automatic delivery.
Deleting a report: Click the trash icon to open a confirmation dialog. You can choose to confirm or cancel the deletion.
No scheduled reports: If no reports are currently scheduled, you’ll see the message “No Scheduled Reports.”
Scheduling a report: You can’t schedule new reports directly from this tab. To create a new scheduled report, open the desired report from the Reports section, apply the necessary filters, and configure the schedule settings. For details, see Report Filters and Settings.
Sounds Tab
The sounds tab lets you customize audio notifications for different events such as new call, new chat, or new visitor.
| Setting | Description |
| Sounds enabled | Unchecked: Sounds are disabled. Checked: An audio alert is used as a chat notification. |
| Repeat alert sounds | Unchecked: The audio alert is only played once. Checked: The audio alert repeats until it is turned off (by clicking the notification bell icon that appears next to the profile avatar). |
| Sounds when unavailable | Unchecked: The audio alert is played even when the agent is unavailable. Checked: The audio alert is not played when the agent is unavailable. |
| Error sound | The sound that is played when an error occurs (e.g.: submitting a form without required fields completed). |
| New call sound | The sound that is played when a new click-to-call request is submitted. Note: agent must have click-to-call enabled in their account. See Click to Call |
| New queue sound | The sound that is played when a new visitor is queued. |
| New chat sound | The sound that is played when a new chat engagement has started. |
| Visitor sounds enabled | Unchecked: A sound is not played when there is a new visitor on the website. Checked: A sound is played when there is a new visitor on the website. |
| New visitor | The sound that is played when a new visitor comes to the website as identified by Visitor Monitoring |
Settings Tab
The settings tab lets you receive a single email summarizing your daily activity instead of multiple individual notifications.
Select receive daily digest to get a summary that includes chat stats and missed engagements.
Access Tokens Tab
Velaro uses token-based authentication (OAuth 2.0) to provide secure access for certain third-party integrations. Learn more about OAuth 2.0.
Any tokens associated with your account are shown here. You can delete a token if it expires or after a password change by clicking the trash icon next to it.
Sessions Tab
The Sessions tab helps track and manage your logins.
You can also enable Force limited session mode to restrict concurrent logins for enhanced security.
Click Save Profile to apply changes.
2FA (Two-Factor Authentication) Tab
This is only available with enterprise account settings. Enable Two-Factor Authentication (2FA) to add an extra layer of protection to your account.
To set up:
Open the 2FA tab.
Choose your preferred method (authenticator app or SMS).
Scan the QR code or enter the setup key.
Enter the verification code to confirm.
Once activated, 2FA adds an extra layer of protection to your account.
Performance Widgets
These widgets display a summary of key chat metrics. Hover over any widget to see a brief description of the metric.
From left to right, the widgets show:
The number of chats the agent is currently active in.
The total number of chats the agent participated in over the last 7 days.
The average engagement rating over the last 7 days.
The total hours available today, representing the time the agent’s status was set to available while logged in.
Note: Widgets update hourly and are not displayed in real time.
Recent activity
he recent activity section shows a visual timeline of your actions, such as when you were online, accepted chats, disconnected, or interacted with visitors. It helps you see your overall activity pattern at a glance.