What this does

The Velaro bot can post a status card into your Microsoft Teams channel on a schedule, so your team sees how the queue is doing without opening Velaro. You can also set limits, so a card is posted as soon as chats are piling up or someone has waited too long.

Each card shows:

• Agents online, and how many of them are available
• Chats waiting in the queue
• The longest wait
• Open conversations

Before you start

• The Velaro bot must be installed in the Teams channel and linked to your Velaro account. If you have not done this yet, see Microsoft Teams and Slack Notifications.
• You need to be an account administrator.

Set a schedule

1. Open Integrations, then Microsoft Teams.
2. Find the Status posts section.
3. Under Post a status, pick how often: every 5, 10, 15 or 30 minutes, every 1, 2 or 4 hours, or once a day.
4. Click Save.

Status posts are off until you choose a schedule or a limit. To turn the schedule off, choose Never (off) and save.

How often your plan allows posts depends on your plan. If a choice is not available, see your plan under Billing, then Usage Overview.

Set limits

A limit posts a card right away when it is reached, without waiting for the next scheduled time.

• Post right away when chats waiting reaches: posts when this many chats are waiting for an agent.
• Post right away when the longest wait reaches (minutes): posts when the longest wait reaches this many minutes.

Leave a limit empty for no limit. If both limits are set, a post goes out as soon as either one is reached. A limit post repeats no more often than the alert repeat setting.

Rules that still apply

Status posts follow the same rules as your other Teams alerts:

• Quiet hours: nothing is posted during the hours you set.
• Plan rules: your plan decides how often alerts can post and how many can go out each day.
• Activity Log: every post is recorded in the Activity Log on the same page.

Only chats opened in the last 2 days are counted, so an old chat that was never closed does not trigger a post.

Set it from the command line

velaro teams push-settings --status-every 15 --status-when-queue 5 --status-when-wait 3

Use --status-off to stop the scheduled posts. Enter 0 for a limit to remove it. The assistant tool for Teams settings takes the same fields.

If no card arrives

1. Confirm the bot is still in the channel and linked to your account.
2. Check that the time is not inside your quiet hours.
3. Open the Activity Log and look for the Teams entry. It says why a post was held back, for example the daily allowance was reached.
4. Make sure a schedule or at least one limit is saved on the Status posts section.