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Getting Started

Getting Started with Velaro V20

A complete orientation to Velaro V20 — your AI-powered customer engagement platform.
Getting Started with Velaro

Velaro is a customer engagement platform that lets your team chat with customers across web, SMS, WhatsApp, Facebook, Instagram, and more — all from one inbox. It includes AI bots, workflow automation, CRM integrations, and reporting.

Account & Setup

Canned Responses
SLA and Response Time Targets
Data Export and Transcript Download
Contact Import and Bulk Management
Content Security Policy (CSP) and Velaro

How to configure Content Security Policy (CSP) headers to work with the Velaro live chat widget, including nonce-based authorization, full directive reference, and troubleshooting.
Outbound Email Campaigns

Send targeted email campaigns to customer segments from within Velaro.
Multi-Language Translation

Automatically translate conversations so agents can support customers in any language.
Appointment Booking in Chat

Let customers book, reschedule, and cancel appointments directly in a chat conversation.
Contact Center and CRM

The Velaro Contact Center is your built-in customer relationship database. Every visitor who chats with you — across web, SMS, WhatsApp, email, or any connected channel — is automatically created as a contact. You can view their full con…
Velaro Deployments Guide

A deployment is a named chat widget placement — a JavaScript snippet you paste into a specific page or section of your website. Each deployment has a unique key (deploymentId) baked into its snippet. Wherever you paste that snippet, the …
Velaro REST API Guide

The Velaro REST API lets you create conversations, manage contacts, search your Knowledge Base, and trigger automation workflows programmatically.
Surveys in Velaro

Velaro supports three survey contexts that work with your chat and routing:
Teams and Routing Management

Teams are groups of agents who handle conversations together. Every conversation routed to a team goes into that team's shared queue. Agents accept conversations from the queue, or AutoRoute assigns them automatically.
Custom Fields Guide

Custom fields let you collect and store any information your team needs about contacts and conversations — beyond the built-in fields like name, email, and phone. Custom fields appear in the contact sidebar during live conversations, on …
Inbox Filtering Guide

The Velaro inbox is your central workspace for managing all customer conversations across every channel. The inbox supports powerful filtering so you can focus on the conversations that matter most to you right now.
Appearance & Dark Mode

Velaro has two apps, and each has its own independent theme setting:
Deployments and Teams Guide

When a visitor opens the chat widget on your website, here is what happens:
Visitor Monitor

Visitor Monitor shows you who is on your website right now — in real time. You can see each visitor's current page, how long they've been on the site, how many pages they've viewed, what browser and country they're from, and whether they…
threat-detection-guide

Velaro's Threat Detection compliance add-on automatically monitors all incoming visitor messages for threatening language and takes immediate protective action — sending an SMS alert, blocking the visitor's IP, and ending the conversation.
Content Security Policy (CSP) and Velaro

A Content Security Policy is an HTTP response header that tells the browser which scripts are allowed to run on your page. If your site uses CSP, you need to authorize the Velaro embed script or it will be blocked. This guide shows you e…

Bots & AI

Bots & AI

Workflows

Workflows

Routing & Rules

Channels & Voice

Voice & Channels

Channels

Voice & IVR

Integrations

Integrations Overview

CRM Integrations

Commerce Integrations

Knowledge Base

Knowledge Base

Reporting & Analytics

Reports & Analytics

Billing & Plans

Billing & Plans

Billing, Usage, and Plan Management

> Note: This article covers the Velaro Messaging platform (V20). If you are using the legacy Velaro Live Chat console (V10), contact your account manager — billing and plan management for V10 is handled separately.

Support

Support

Velaro AI Assistant & Support

The Velaro AI assistant is available in the bottom-right corner of your messaging workspace. Click the AI button to open it. You can ask questions about features, get help with configuration, or troubleshoot issues.

Migration Guides

Gorgias to Velaro Migration Guide

Gorgias is a helpdesk tool for Shopify. Velaro is an AI commerce bot. The difference:

Velaro Live Chat (V10)

Getting Help with V10

Velaro Live Chat (V10) — Getting Help

Velaro Live Chat (V10) is the legacy Velaro platform — web chat, proactive rules, and the classic operator console.

Platform Help

V20 Help Articles