Velaro has desktop apps for agents who want alerts and a steady connection without keeping a browser tab open. Pick the app that matches the address you sign in at.

Which app do I install?

The two apps do not work with each other's accounts. If you install the wrong one, sign-in will fail. The Downloads page at velaro.com/downloads.html has both, with the right one for each version at the top.

Velaro Messaging app

The Velaro Messaging app opens the agent workspace and the admin console as tabs in the same window, so one install covers both. The Microsoft Store version updates itself. A direct download is available for Windows and Mac if the Store is not an option, and iPhone and iPad users can use the Velaro app on the App Store.

You can also open messaging.velaro.com in Chrome or Edge and install it as an app from the browser menu. Browser-installed apps depend on your browser settings for alerts and sleep, so set these three things:

1. Turn on alerts. Choose Allow when the browser asks about notifications. In Windows, open Settings, System, Notifications, and make sure the browser is on and Do Not Disturb is off.

2. Keep it from sleeping. In Chrome, go to Settings, Performance, and add the site to "Always keep these sites active." In Edge, go to Settings, System and performance, and add the site to "Never put these sites to sleep."

3. Keep the computer awake. Set Windows Power, Screen and sleep to never sleep while plugged in.

Privacy: what the desktop apps do and do not do

The Velaro desktop apps do not record or capture your screen, take screenshots, or record audio or video from the agent's computer. They show alerts, keep the connection to Velaro alive, and update themselves.

When a conversation alert reaches the app, Velaro keeps a log entry with the conversation ID and the time, so support can confirm an alert was delivered. Nothing from the agent's screen is saved or uploaded.

Troubleshooting

• No alerts appear. Check that notifications are allowed for the app (or the browser) and that Do Not Disturb is off.
• Status changes to Away on its own. The app or browser tab went to sleep. See Connection Stability & Browser Tab Sleep.
• Sign-in fails right after install. You may have the wrong app for your version. Check the address you sign in at in the table above.