Velaro Agent Mobile App: Calls, Alerts, Watch and Tablets

What the Velaro Agent app does

The Velaro Agent app for iPhone, iPad and Android lets agents handle chats, SMS, tickets and calls away from a desk. Agents see their queue, take assigned conversations, reply, change availability, and get alerts the moment work arrives. Install it from the App Store or Google Play and sign in with your Velaro credentials.

Incoming calls ring like real phone calls

When a call is routed to an agent, the app does not send a small banner that is easy to miss. It rings the phone the way a normal phone call does.

• iPhone: Velaro uses Apple CallKit. The full-screen incoming call screen appears, even on a locked phone, with the standard Answer and Decline buttons.
• Android: Velaro uses the Android Telecom call system. The system incoming-call screen and ringtone appear, even with the screen off.

Answering a call updates the agent status in Velaro, and ending it updates it again.

Why CallKit matters

• Works on the lock screen and when the phone is asleep.
• Familiar to every agent. No training is needed to answer.
• Fewer missed calls means fewer abandoned customers.

If a phone cannot use the call screen

If a device cannot receive the call-style alert, Velaro falls back to a time-sensitive push notification that can break through Focus modes. Agents can also tap it to open the conversation.

Urgent tickets

An urgent ticket assigned to an agent arrives as a high-priority notification, not a call. Tapping it opens the ticket.

Alert sounds, accents and wallpapers

In Alert Preferences agents choose one of five tones (Chime, Ding, Bell, Pulse, Soft), or silent. In Profile they pick an accent color from eight themes and a chat wallpaper. These are per agent and stay on that device.

Apple Watch and Wear OS

• Apple Watch: a companion app shows live queue stats and alerts on the wrist.
• Wear OS: a companion app provides the same glance at stats on Android watches.
• Siri: agents can ask Siri for queue depth, availability, tickets and calls, and change status by voice.

iPad and Android tablets

The app runs on iPad in full-screen mode. It also installs on Android tablets and runs there. A dedicated tablet layout for Android is not shipped yet.

iOS and Android differences

Troubleshooting missed call screens

1. Confirm notifications are allowed for Velaro in system settings.

2. On Android, allow Velaro to manage phone accounts when asked.

3. Make sure the agent is signed in and available.

4. Check that the phone is not in a mode that blocks calls.