Velaro Live Chat (V10/V11, LiveFluence) — Getting Help

Velaro Live Chat (V10/V11, also called LiveFluence) is an active Velaro platform — web chat, proactive rules, and the classic operator console. It runs today for thousands of agents and is fully supported, not a deprecated system.

You are on V10/V11 if you log in at app.velaro.com or the classic Velaro console.

Getting support for V10/V11

V10/V11 documentation and support is handled directly by the Velaro support team.

• Email: support@velaro.com
• Live chat: use the chat widget on this page to reach the team during business hours
• Phone: contact your account manager for your dedicated support line

V20 also exists

Velaro Messaging (V20) is a separate, newer Velaro platform with AI bots and auto-resolution, SMS/WhatsApp/email channels, IVR and voice, CRM/commerce integrations, and a modern agent inbox and mobile app. V10/V11 and V20 are two distinct products, each fully supported on its own. If you want to talk through what V20 adds, contact your account manager — V10/V11 configuration (routing rules, teams, chat history, contacts) can be migrated.

Common V10/V11 questions

How do I set up NetSuite?

See the Setting Up NetSuite for V10/V11 (LiveFluence) article — V10/V11 connects via a SuiteApp bundle, not the OAuth flow V20 uses.

How do I add an agent in V10?

Log in to the V10 console at app.velaro.com, go to Operators, and click Add Operator.

How do I change my widget code?

Go to Deployments in the V10 console and copy the updated embed snippet.

How do I set business hours?

Go to Rules → Schedules in the V10 console.

For anything not covered here, contact support@velaro.com and include your site ID.