Velaro is a conversation platform, but the work that comes out of a conversation does not stop when the chat ends. A customer reports a problem, files a claim, asks for a quote or books a visit. Someone has to own it, move it forward and close it. Velaro gives your team boards, assignments, automations and reports for that work, in the same place the conversation happened.

Boards With Your Own Stages

Case Management is a drag and drop board where you define the columns. Use it for support cases, claims, collections, onboarding, returns or any process that moves through stages.

• Create a case type and name your stages, for example New, In Review, Waiting on Customer, Done
• Add the fields your team needs: text, dropdown, date, phone, email, or a masked last 4 digits field for sensitive identifiers
• Drag a case to the next stage, or use the Move to stage menu on each card if you prefer the keyboard
• Every case keeps its full message history and assignment, because cases run on Velaro's ticketing

Sales Pipeline

The CRM Deals board tracks opportunities through your own pipeline stages, with owners, values and a list view.

Intake Forms That Create Work Automatically

Connect a form to a case type. When a customer submits it, a case is created in the right stage with every answer already attached. Forms can be sent as a link, shown inside a chat, or triggered by your bot.

Customer Status Lookup

Each case type can have a private status page. A customer enters their case number and a short identifier and sees where things stand, and can leave a follow up message that lands on the case. This cuts the "any update?" calls and chats.

Assignment and Ownership

• Assign work to a person or a team
• Route new work with smart routing rules based on skills, availability and workload
• See who owns each piece of work

Automation

Workflows move work along without anyone clicking:

• Create a case when a chat, email, call or form meets your conditions
• Ask a customer a question, wait for the answer and route on it
• Send a message, an email or a text when a case changes stage
• Let the AI bot handle the routine steps and hand off to a person for the rest
• Run a survey when work is finished

Connect Your Other Tools

Look up and update records in your CRM, commerce store, accounting or ticketing tools from inside the conversation. Velaro integrates with Salesforce, HubSpot, Dynamics, NetSuite, Shopify, BigCommerce, WooCommerce, Magento and many more. Your bot and your agents can read and write those records while they chat, so nobody re types anything.

Reports

• How many cases are open, by stage and by owner
• Response and resolution times
• Team workload and agent activity
• Survey scores tied to the work that earned them
• Scheduled reports sent to your inbox

Where It Fits

Get Started

1. Go to Messaging Settings, then Case Management, and create your first case type.
2. Define stages and fields.
3. Bind an intake form or build a workflow that creates cases for you.
4. Invite your team and assign the first few cases.

Talk to your Velaro account team if you would like help mapping a current process onto a board.