When an agent opens a conversation, Velaro looks up the visitor by email or phone in SAP and shows a live panel in the right sidebar: the business partner card, plus Service Calls and Orders tabs when records exist. Agents can search manually by name, phone or account number. The panel is read-only.

Screen Pop and Workflow Node

Screen pop: when a customer calls through IVR, Velaro searches SAP by phone number and shows the matching record in the agent's screen pop. It activates automatically once SAP is connected.

Workflow node: add the SAP AI node from the workflow canvas → Action Nodes → SAP AI to let a bot answer SAP questions with your connected system and chosen AI model.

Business Action Workflow Node

Add Business Action (Action Nodes → Business actions) to run Get Customer Pricing or Create Quote from a workflow. It is the same action the AI and your agents use, answered by your SAP when the customer is verified and by your Velaro catalog otherwise.

1. Choose the action; the request starts as a valid example.
2. Use <<variableName>> to insert workflow variables. A value a visitor typed can never change the shape of the request.
3. Pick a name for the result. Later nodes can use <<result.success>>, <<result.error>>, <<result.source>> and each field, such as <<result.quoteNumber>>.

The workflow always continues, so add a condition on result.success to handle a failed lookup. The node runs as the customer in the conversation — it cannot look up another customer's SAP data.