Security

Security is configured in the Account Settings > Security screen (https://app.velaro.com/#/admin/account/security).

Note that some security settings are only available with enterprise security licensing.

Chatting

All Chatting control changes are saved immediately, a Save button is not required.

ControlDescription
Allow agents to e-mail transcripts
  • Unchecked: Agents cannot email transcripts.
  • Checked (Default): Agents can email transcripts.
Allow agent-to-agent chats
  • Unchecked: Agents cannot use agent-to-agent feature in the console.
  • Checked (Default): Agents can use the agent-to-agent feature.
Allow agents to reject chats that are queued
  • Unchecked: Agents cannot reject chats that are queued.
  • Checked (Default): Agents can reject chats that are queued.

The Reject button is used to terminate the visitor's chat request, not to decline to join the chat. When Reject is clicked, the chat engagement is closed and removed from the queue. Once a chat is rejected, the agent may also want to block the visitor based on the reason for rejecting the chat.

If the agent does not want to join a chat, then the chat in the queue should simply be ignored; Unavailable Settings workflow queue timeout settings will handle the chat engagement if no agent joins.

Allow agents to copy chat transcripts to clipboard
  • Unchecked: Agents cannot copy chat transcripts to their clipboard.
  • Checked (Default): Agents can copy chat transcripts to their clipboard.
Allow agents to push web pages during chat
  • Unchecked: Agents cannot use the URL control to send a web page to a visitor.
  • Checked (Default): Agents can use the URL control to send a web page to a visitor.
Allow agents to upload files
  • Unchecked: Agents cannot upload files.
  • Checked (Default): Agents can upload files.
Allow agents to block visitors
  • Unchecked: Agents cannot block visitors.
  • Checked (Default) Agents can block visitors.
Allow agents to delete transcripts
  • Unchecked (Default): Agents cannot delete transcripts.
  • Checked: Agents can delete transcripts.
Allow visitors to copy chat transcripts to clipboard
  • Unchecked: Visitors can copy transcripts to the clipboard.
  • Checked (Default): Visitors cannot copy transcripts to the clipboard.
Mask credit card numbers during chat
  • Unchecked (Default): Numbers with credit card patterns are not masked.
  • Checked: Numbers with credit card patters are masked.
Mask social security numbers entered during chat
  • Unchecked (Default): Numbers with social security number patterns are not masked.
  • Checked: Numbers with social security number patterns are masked.
Mask birth dates entered during chat
  • Unchecked (Default): Numbers in a date pattern (xx/xx/xxxx) are blocked.
  • Checked: Numbers in a date pattern are not blocked.
Disable visitor, chat, and survey archival
  • Unchecked (Default): Visitor, chat and survey records are archived.
  • Checked:  visitor, chat and survey records are not archived, they are deleted upon agent chat exit.
Disable storage of visitor e-mail and name
  • Unchecked (Default): Visitor email and name are stored.
  • Checked: Visitor email and name are deleted upon chat exit.
Mask credit card numbers when archiving chats
  • Unchecked (Default): Credit card numbers are not masked in stored chats.
  • Checked: Credit card numbers are masked in stored chats.
Mash social security numbers when archiving chats
  • Unchecked (Default): Social security numbers are not masked in stored chats.
  • Checked: Social security numbers are masked in stored chats.
Mask birth dates when archiving chats
  • Unchecked (Default): Birth dates are not masked in stored chats.
  • Checked: Birth dates are masked in stored chats.
Enable PGP encryption on transcript offloading integrations
  • Unchecked (Default) PGP encryption is not enabled
  • Checked: PGP encryption is enabled.

Compliance Mode

With Velaro’s Compliance mode, your account will assume a higher security protocol and Velaro will no longer store your chat transcripts or visitor information. Velaro will maintain a simple record of your chat including start/end times, the agent associated with the chat, and queue wait times. If your organization requires transcripts to be stored off site, then please refer to any of our storage Integrations.

The compliance mode control change is saved immediately, a Save button is not required.

 

Once Compliance mode is enabled, chat transcripts will not be stored. If an external transcript archive integration is not configured, a warning notice will display as transcript data will be lost when chat engagements are closed.

Passwords

Password control changes are saved immediately, a Save button is not required.

ControlDescription
Require a numeric digit
  • Unchecked (Default): Password does not require a number.
  • Checked: Password requires a number.
Require a lower case letter
  • Unchecked (Default): Password does not require a lower case letter.
  • Checked: Password requires a lower case letter.
Require an upper case letter
  • Unchecked (Default): Password does not require an upper case letter
  • Checked: Password requires an upper case letter.
Require special character
  • Unchecked (Default): Password does not require a special character.
  • Checked: Password requires a special character.
Passwords must be at least <x> characters long
  • Unchecked (Default x=0): Password can be any length.
  • Checked: Password must be a specific number of characters or more.
Maintain password history for <x> days
  • Unchecked (Default x=0): Password history is not maintained.
  • Checked: Password history is maintained for a specific number of days.
Passwords must be changed every <x> days
  • Unchecked (Default x=0): Password does not need to be changed.
  • Checked: Password must be changed on a regular interval.

Login Restrictions

Enter the valid list of IP addresses which your agents are allowed to log in to their account. You may enter complete IP addresses (such as 216.20.31.30) by themselves to permit login from only a single IP, or use the 'To' field to specify a range of IP addresses permitted to login.

If this list is empty, agents are allowed to log in from any location.

 

 

Click +Add to add a new IP address record.

 

Once a record has as been saved, it can be edited and deleted.

Transcripts

Enabling transcript purging will result in the removal of transcript and visitor information from Velaro's storage older than the timeframe configured below. Non-identifying information about chats will be retained, while the transcript of the conversation and potentially sensitive information will be wiped from these records.

Transcript purge settings are available in the following increments:

  • 15 days
  • 30 days
  • 45 days
  • 60 days
  • 75 days
  • 90 days

Clicking Save is required to enable Transcript Purging.

The Transcript Purge feature is applied account-wide; it is not group-specific.

Once Transcript Purging is enabled, all transcripts that are older than the setting timeframe will be deleted at the start of the next day in the account timezone. This data will not be able to be recovered.

 


 


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