What it is

Conversations, visitors and reports on your site show your own customers and your own team. Test conversations created by Velaro staff while setting up or checking your site are kept out of the views your team uses day to day, so your inbox, lists and reports reflect real customer activity.

How it works

• Staff test conversations are hidden from your agents' inbox, focus view and conversation lists. They are not removed, and Velaro staff can still see them when helping you.
• Visitor location and IP address are not shown for staff test activity, and are shown to your own administrators only for real visitors.
• A site can start fresh from a chosen date: conversations before that date no longer appear in your lists and reports.
• Nothing is deleted. The view can be restored by Velaro support if you need earlier history.

Notes for staff

• Read the current state for a site with GET SupportTools/sites/{siteId}/customer-visibility.
• The fresh start date is the activity log handoff: GET and PUT SupportTools/sites/{siteId}/activity-log-handoff.
• To hide staff test conversations that were already closed, use POST SupportTools/sites/{siteId}/staff-conversations/mark-synthetic (MCP handoff_staff_synthetic_mark, CLI velaro handoff synthetic-mark). It is a dry run until confirm=true, handles up to 5000 conversations per call, never touches open conversations or the internal Velaro site, and records a batch id in the audit log.
• To undo it, use POST SupportTools/sites/{siteId}/staff-conversations/rollback (MCP handoff_staff_synthetic_rollback, CLI velaro handoff synthetic-rollback) with the batch id; also a dry run until confirm=true. Nothing is ever deleted.
• Staff are identified by Velaro email addresses and support accounts; customers see them only as the generic support tiers.
• Enforcement is server-side in velaro-messaging (StaffVisibility).
• Moshky (staff only): get_customer_visibility, propose_staff_conversation_hide then update_staff_conversation_hide (confirmed=true), and propose_staff_conversation_restore then restore_staff_conversation_hide (confirmed=true). Writes need Copilot write access and are audited.