FAQ

How do I log into Velaro?

Logging in is easy. Simply Navigate to https://app.velaro.com and enter your credentials to login. Click here for more information about Sign In

Is there a guide to help me get set up quickly?

There is a guide to help you get started using Velaro. You can find it here Quick Start Guide

How can I reset my password? 

Navigate to https://app.velaro.com and select the forgot password option below the login options. You will receive an email to set a new password shortly. You administrator also has the ability to reset your password for you in the Manage Agents section of the application. Click here for more information about Forgotten Password

What if I don't receive my forgotten password email?

There could be a few different issues. 

  1. The email address you entered into the forgotten password link is incorrect. Check with your administrator 
  2. The reset email may have gone into your spam folder. Please check for an email from noreply@velaro.com 
  3. The email address you entered was unsubscibed from our mailing list. Please contact Velaro Support to see if this is the case. The support team can also tell you if your email address is in the system. You can email Velaro support: support@velaro.com or Chat with Support

How can I find out why I'm not receiving email?

Our correspondence will come from the email address noreply@velaro.com. Please check your spam folder and ask your IT team to ensure they allow email from that address. Click here for more information about Trouble-Shooting not receiving Email

Can I download the desktop version of Velaro?

The Desktop Application for Velaro is available for Windows and Mac OS. The Windows version can be found by clicking here  The Mac version can be found by clicking here.

Can I download the desktop version of Velaro for Windows?

The Desktop Application for Velaro is available for Windows and Mac OS. The Windows version can be found by clicking here  

Can I download the desktop version of Velaro for Mac?

The Desktop Application for Velaro is available for Mac is here.

How do I change the appearance of my chat windows and buttons?

You can edit every aspect of the visitor chat experience from the Chat Designer section of the Account Settings in your Velaro application. Click here for more information about the Chat Designer

How do I add Velaro to my website?

Adding Velaro is easy. One small script added to your website's HTML will put Velaro on your webpage. Click here for more information about Adding Velaro to your Website

How do I add canned answers for my agents?

Canned responses can be found in the Account Settings. They can be added as personal or shared messages. The messages can be added individually or uploaded quickly and easily using our upload template found in the Canned Responses section. More information about creating and styling Canned Responses can be found here Canned Messages

What does Scheduling do? How do I set limited hours for chat to be online? 

Scheduling will allow you to limit the online hours of chat, even if your agents forget to log out, or are in lingering chats after business hours end. Scheduling will not make your chat available, if no one is logged in, but it will ensure your outside office hours are managed. Click here for more information about Scheduling

If my agent forgets to log out, can I limit the availability of chat?

You can log an agent out if they forgot to do so at the end of their shift. You can use the “boot” function in the Velaro Administrative Dashboard. Click the Velaro logo in the upper left of the app. Go to the right of the agent's name in the Online Agents section and click the red X. You can also use Scheduling to avoid these issues. 

How can add or remove an Agent? 

Agent settings are managed from the Account Settings and are the very first screen to come up. You can change your agent's availability in real time, add or remove agents, change their roles and access their profile menu's from this screen. Click here for more information about how to Manage Agents

How do I make sure my agent only gets 3 chats at a time? 

Agent settings are managed from the Account Settings and are the very first screen to come up. You can change your agent's availability in real time, add or remove agents, change their roles and access their profile menu's from this screen. Click here for more information about how to Manage Agents

How can I find or change my agent's settings?

Agent settings are managed from the Account Settings and are the very first screen to come up. You can change your agent's availability in real time, add or remove agents, change their roles and access their profile menu's from this Configure Agents screen. More information about Managing agents can be found here Manage Agents

How can add or remove a group? 

Group settings are managed from the Account Settings→ Configure Groups menu. The ability to add groups, add users to a group and group branding options are found here. Each group can have it's own members, purpose, routing, look and feel… More information about groups can be found here Manage Groups

How do I divide chats by skill set or brand? 

Groups are an excellent way to divide users by skill set, brand, routing options…Group settings are managed from the Account Settings  → Configure Groups menu. The ability to add groups, add users to a group and group branding options are found here. Each group can have it's own members, purpose, routing, look and feel… More information about groups can be found here Manage Groups

How can I find or change my group settings? 

Group settings are managed from the Account Settings → Configure Groups menu. The ability to add groups, add users to a group and group branding options are found here. Each group can have it's own members, purpose, routing, look and feel… More information about groups can be found here Manage Groups

How can I add users to a group?

  1. Navigate to Account Setup from the gear icon, then select Group from the left navigation.
  2. Click on the name of the group to open the Group Management screen
  3. Select +Add New Users to Group from the top right
  4. Begin typing agents login name to filter the list and select the agents to add to the group
  5. Save your changes

How can I remove users from a group?

  1. Navigate to Account Setup from the gear icon, then select Group from the left navigation.
  2. Click on the name of the group to open the Group Management screen
  3. Select the Users tab
  4. Click Remove next to the agent you wish to remove
  5. Confirm the change

How do I invite visitors to chat?

Invitations are the best way to engage your visitors. From the subtle bubble invitations to popping-open the chat window or displaying a custom image, we offer numerous rules to allow proactive engagement of your customer. Click here for more information about Invitations

Is there a way to entice visitors to chat? 

Invitations are the best way to engage your visitors. From the subtle bubble invitations to popping-open the chat window or displaying a custom image, we offer numerous rules to allow proactive engagement of your customer. Click here for more information about Invitations

If a visitor meets certain criteria, how can I actively engage them. 

We offer numerous rules to allow proactive engagement of your customer. Invitations are the best way to engage your visitors and you can set the criteria for which they get these invitations. You can choose from the subtle bubble invitations, popping-open the chat window, or displaying a custom image, Click here for more information about Invitations

Can I send a message to a visitor when they enter my site?

Proactive engagement of your customer can be instant or rule based. We offer several styles including a friendly little text bubble designed to engage them in a chat. You can set the criteria for which they get these invitations and choose from the subtle bubble invitation, popping-open the chat window, or displaying a custom image. Click here for more information about Invitations

Can I create rule for routing chats to certain groups of agents? 

Velaro offers Advanced Routing and Workflow at some subscription levels. The rules allow you to customize the way visitors are routed based upon the pages they are on, known information about them, or their behaviors. The Routing Rules are found in the Workflow section of the Account Settings Menu. Click here for more information about the Rule Builder

How can I route chats based upon information known about the visitor?

Velaro offers Advanced Routing and Workflow at some subscription levels. The rules allow you to customize the way visitors are routed based upon the pages they are on, known information about them, or their behaviors. The Routing Rules are found in the Workflow section of the Account Settings Menu. Click here for more information about the Rule Builder

How do I customize the questions the survey asks a visitor?

The Pre-Chat Survey offers a number of options for customizing questions you can ask your customer prior to chatting. Text fields, radio buttons, check-boxes, drop-down menus and even routing questions are included. Click here for more information about the options offered in the Pre-chat Survey

Can I integrate Netsuite with Velaro? 

Velaro's out-of-the-box Netsuite Integration will allow your agents to read, edit and create Netsuite records and save Velaro chat transcripts to Netsuite. Click here for more information about Setting up NetSuite 

Can I integrate Microsoft Dynamics with Velaro? 

Velaro's out-of-the-box Microsoft Dynamics Integration will allow your agents to read, edit and create Dynamics records and save Velaro chat transcripts to Dynamics records. Click here for more information about Microsoft Dynamics Integration

Can I integrate Salesforce with Velaro? 

Velaro's out-of-the-box SalesForce Integration will allow your agents to read, edit, create Salesforce records and save Velaro chat transcripts to SalesForce records. Click here for more information about SalesForce Integration

Can I track events with Google Analtyics? 

ou can use Google Analtyics to track Velaro events such as chats requested, surveys submitted...Click here for more information about Google Analytics Tracking

Can I deploy Velaro via Google Tag Manager?

You can use Google Tag Manager to deploy the Velaro code. Here is How to deploy Velaro via google tag manager

How do I read the reports?

Velaro offers robust reporting capability, to ensure you're getting the most from each of your reports, we;ve outlined the details for you here Reports

Where can I find information about reporting? 

Velaro offers robust reporting capability. We offer reports for engagements, account utilization, agent utilization and more. Click here for more information about Reports

What is the Engagement Report? 

The Engagement Report will show you information about chats, missed chats and offer a view of the full transcripts. The spreadsheet offers the ability to see all of the data captured about, and the questions answered by, the visitors. Click here for more information about the Engagement Report

Where are the transcripts stored? 

The transcripts can be reviewed in the Engagement Report. The Engagement Report will show you information about chats, missed chats and offer a view of the full transcripts. The spreadsheet offers the ability to see all of the data captured about, and the questions answered by, the visitors. Click here for more information about the Engagement Report

How can I find the transcripts? 

The Engagement Report offers a view of the full transcripts and will show you information about chats and missed chats . The spreadsheet offers the ability to see all of the data captured about, and the questions answered by, the visitors. Click here for more information about the Engagement Report

How do I know how many chats my team had? 

The Account Utilization report will give you more information about chat totals, missed chats, queue wait times and statistics by group. Click here for more information about the Account Utilization Report

Where do I find details about chats and missed chats? 

The Account Utilization report will give you more information about missed chats broken down by type. It also offers chat totals, queue wait times and statistics by group. Click here for more information about the Account Utilization Report

How do I configure security settings? 

Velaro's Enterprise Security options allow you to set permissions for agents, visitors, and your data. Click here for more information about the Velaro Enterprise Security Settings

Am I able to block social security, date of birth or credit card information from showing?

Velaro's Enterprise Security options will allow you to block certain data from being seen by your agents, being stored, or both. Click here for more information about the Velaro Enterprise Security Settings

What does sanitize agents messages mean?

Velaro ensures that messages from a visitor to your agents do not contain malicious code. We will also identify suspicious messages to the agent with a label to show the suspicious string in full as text in the chat transcript. Another option in the security settings to allows sanitizing messages that are sent from the agent to the visitor.

Where is the Velaro Whitelist?

Click here for the Velaro Whitelist

How can I use a question in the Pre Chat Survey to route to a group? 

You can use the Group Radio Button or the Group Drop-down menu button for routing to a specific group. You can select the groups to show in the survey question and even change the options to reflect answers to a specific question. The option chosen will route the chat to that group. Click here for more information about the Survey Builder and using Group Selection Questions.

How do I hide the chat option from visitors when no agents are available?

In your Account Settings you can use the "Hide when unavailable" option within the Workflow-> Unavailable options to hide the chat button when no agents are available. Click here for all Unavailable Settings options.

 


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