What Velaro does for a team that takes calls on Microsoft Teams Phone and keeps its customers in HubSpot (the same applies to Dynamics 365, Salesforce and NetSuite unless noted).

Can Velaro show who is calling before we answer?

Yes. While the call rings, the call pop shows the matched CRM record: name, company, the customer's open tickets (with the pipeline, for example Service or Parts, and the stage), recent deals, and any extra fields you choose. "Open in HubSpot" opens the record; turn on "Open the record automatically" in Settings > Call Pop-ups to have HubSpot open on every ring.

Which fields can we show on the pop?

Settings > Call Pop-ups > What the pop shows. Pick company, open tickets and cases, deals, orders and invoices, email, job title, phone, mobile, lifecycle stage, record owner, and any other CRM property by its internal name (for example hs_lead_status). With nothing chosen the pop shows company, open tickets and deals.

Is every call logged in HubSpot?

Yes, when HubSpot is connected. Each finished call is logged as a HubSpot call on the contact, linked to the contact's company and to their most recently updated open ticket. Settings > Call Pop-ups > HubSpot > Log finished calls lets you link all open tickets (up to three), no ticket, or also the open deal. An agent can click "Log call here" on any open ticket in the pop to pick the ticket themselves. Callers who do not match a HubSpot contact are not logged and no contact is created. Dynamics 365 logs calls when its transcript push is on (linked to the open case when there is one); Salesforce call logging is off until you turn it on in the same place.

Who gets credit when a call is transferred?

The agent who finished the call. In the call bar, Transfer lets you talk to the other agent first (warm transfer, Teams Phone) or send the call straight over (blind transfer, every phone system). When the transfer completes the call moves to the new agent: the HubSpot call owner, Velaro call history and reports all show them, and the logged call lists who it passed through.

Can we use our Teams call queues?

Yes. In Microsoft Teams Phone > Call Queues, add the resource account of each queue (for example Reception, Parts, Service, Sales and General), choose the Velaro team it rings, and give it a name. Calls show the queue name and are reported per queue.

Are calls recorded, and can we play them from HubSpot?

Recording is off until you turn it on in Microsoft Teams Phone settings. Recorded calls are stored by Velaro, and the HubSpot call carries a recording link that plays without a Velaro login. If your Teams auto attendant already tells callers they may be recorded, turn off Velaro's own recording announcement in IVR Settings.

Is there a speed to answer report by queue?

Yes, in Enterprise Reports > Speed to answer: calls offered, answered, abandoned and sent to voicemail, with average, median and slowest 10 percent time to answer and the share answered within your target, by queue, team, agent and day. It is part of the Enterprise Reports package; ask your account manager to turn it on.

Can we text from our toll-free number?

Yes, even when the number's calls stay on Teams Phone. In Channels > SMS, use "Text from a toll-free number you already own": request texting (the number owner signs a letter of authorization by email), then submit the carrier toll-free verification. Texts land in your Inbox once the verification is approved.

Where does the call ring?

In Microsoft Teams and in the Velaro agent app at the same time; agents answer in either. Velaro does not ring inside HubSpot itself; the record opens in HubSpot from the pop.

Can we use WhatsApp on our own number?

Yes. Channels > WhatsApp connects your own Meta business account and number through Meta's sign-up.