Agent handbook

What is Velaro?

Velaro is a synchronous live chat platform that facilitates real-time communication with visitors to a website or other online environment.

Chat Roles

RoleDescription
AgentVelaro console users that conduct chats for a brand are referred to as "agents". Agents are on the front line of maintaining customer satisfaction.
VisitorCustomers that start chats from a brand website or other online locations are referred to as "visitors".

Logging in and getting started

To access Velaro you will need to  navigate to https://app.velaro.com in any browser window and enter your username and password. The first time you log in your availability will be set to Available, this means that you can accept incoming chat requests and should be prepared to do so. Your availability is marked in the top right with your headshot (the headshot may be a silhouette if you haven’t yet provided one). You will see a green dot when you’re available and a red one when you are set to unavailable.

Forgotten Password

To reset your password open the Velaro application or go to http://app.velaro.com in any browser to click the reset password link below the user id and password fields as shown here:

You will be asked to enter your user email address. Shortly, you will receive an email from noreply@velaro.com with a link to reset your password. see: Forgotten Password

Maintaining availability

If you are not ready to receive chats you can easily change your availability to Unavailable by clicking your headshot and selecting Switch to Unavailable. You’ll see the icon change to red. You should also confirm your availability when you log into Velaro to ensure chats are being directed correctly.

 

AvailableUnavailable
You can receive chatsYou can’t receive chats automatically
Can access real time visitor monitoringYou can manually accept queued chats or join existing ones
Use this status most of the timePrevious chats can be continued
 Can access real time visitor monitoring
 Use this status if you’re taking a break or need to get up from your desk for a few minutes. We recommend logging out if you’re leaving for the day

 

Maintaining the correct availability is very important, if all users logged into Velaro are Unavailable then an offline message will be displayed and the visitor will be able to leave a message. This can lead to a poor customer experience if they are expecting to find the service online during normal operating hours.

If you find that you are not receiving any chats, always check your availability first. In most cases you will find that your status is set to Unavailable.

Chatting

Where do I need to go?

As an Agent you’ll participate in chats within the Engagement section of the Control Panel which you can find in the header navigation. Below you’ll find the components of the Engagement section explained:

Engagement Screen
 

As an Agent you’ll participate in chats within the Engagement section of the Control Panel which you can find in the header navigation. Below you’ll find the components of the Engagement section explained:

[1] Message Input Box

This is where you will type messages to the visitor. When you start typing, they will see a notification in their window and will expect a response. When the visitor starts typing you’ll also see a notification below this input box. Use the # symbol to bring up a list of tags and associated canned responses(LINK TO CANNED RESPONSES DOC) you can use.

The options above the message box allow you to Transfer the chat to another agent, Invite another agent to the chat to assist you, Email the transcript to yourself or anyone else, Upload a file to share with the visitor, Push a URL to the visitor, or Copy the transcript to your clipboard, to paste somewhere else. You can also select who your messages are visible to if other agents are in the chat

[2] Chat Content

All communication is displayed here in the order that it is received. You’ll see that each chat line contains who sent the response (you, the visitor, another Agent, or the system itself).

[3] Close chat button and Exit chat button

Once you’re done with each chat you’ll want to close it by clicking the Close chat button. This lets Velaro archive the transcript for later review. If you have hit your limit of concurrent chats, closing will then allow a new one to replace it. If another agent is still chatting with the customer and you do not wish to end the chat, you may simply select the exit chat option

[4] Visitor List

Visitors who initiate a chat will appear on the left, and you can filter the results to show only your own chats, visitors who are waiting in queue, or see all at once. New chats and queues will automatically appear here. You should see and hear accompanying alerts when a new chat/queue does come through, for more information on alerts read below.

[5] Visitor Info

Once you are in a chat you’ll see the visitor’s information will appear in detail on the right. This will allow you to view their survey answers, visitor monitoring info, and even CRM records if your account is set up with an integration.  

[6] Integrations List

If your organization is using any of our integrations eg. with a CRM or another tool, in this dropdown, you will see a list of the different integration panels associated with those. You can select the one you wish to interact with eg. to create a new CRM record.

Tips, Tricks & Improving Customer Satisfaction

As an Agent your goal should always be to provide the best experience to the visitors you’re connected with.  

Stay engaged – Live chat can feel more relaxed than a direct phone call but that doesn’t mean your visitors will forgive slow response times. Always be mindful of your response times and keep them as quick as possible. If finding the answer to a question or resolving an issue is taking longer than a few minutes, simply reassure your visitor that you’re working on the issue. This will keep the conversation positive and keeps the visitor updated.

Canned Messages – You may often find that you’re relaying the same message to visitors; whether it’s pricing info or a simple closing statement, the ability to easily re-use common statements/phrases is vital. Velaro offers canned messaging as way to easily insert premade messages into your chat. You can create these by navigating the Admin > Canned Messaging section. Once saved you only need to type ‘#’ and the tag you associated with the message. This will let you quickly insert a canned message.  If you have suggestions for messages for your team,  ask your manager about setting up messages everyone on your team can use.

Visitor Information - Don’t forget about all of the useful visitor information like the visitor monitoring details Velaro provides. You may find the Visitor info shown to the right of your chat; this information includes their current page and location, which may help you assist the visitor quickly.

Don’t be a robot – No two chats are the same. You may find some visitors require more attention or positive reinforcement than others. This can be as simple as assuring them an issue is being investigated or that they’re inquiry is a high priority. Understanding your visitor’s point of view and answering their questions accurately is also very important. Canned messages can be modified before they are actually sent, so always be sure that it applies to the conversation before sending it. If your answers sound scripted and don’t accurately address the inquiry then your visitor’s experience will go downhill fast.


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