Note that some security settings are only available with enterprise security licensing.
Chatting
All Chatting control changes are saved immediately, a Save button is not required.
Chatting security permissions setting screen
Control
Description
Allow agents to e-mail transcripts
Unchecked: Agents cannot email transcripts.
Checked (Default): Agents can email transcripts.
Allow agent-to-agent chats
Unchecked: Agents cannot use agent-to-agent feature in the console.
Checked (Default): Agents can use the agent-to-agent feature.
Allow agents to reject chats that are queued
Unchecked: Agents cannot reject chats that are queued.
Checked (Default): Agents can reject chats that are queued.
The Reject button is used to terminate the visitor's chat request, not to decline to join the chat. When Reject is clicked, the chat engagement is closed and removed from the queue. Once a chat is rejected, the agent may also want to block the visitor based on the reason for rejecting the chat.
If the agent does not want to join a chat, then the chat in the queue should simply be ignored; Unavailable workflow queue timeout settings will handle the chat engagement if no agent joins.
Allow agents to copy chat transcripts to clipboard
Unchecked: Agents cannot copy chat transcripts to their clipboard.
Checked (Default): Agents can copy chat transcripts to their clipboard.
Allow agents to push web pages during chat
Unchecked: Agents cannot use the URL control to send a web page to a visitor.
Checked (Default): Agents can use the URL control to send a web page to a visitor.
Allow visitors to copy chat transcripts to clipboard
Unchecked: Visitors can copy transcripts to the clipboard.
Checked (Default): Visitors cannot copy transcripts to the clipboard.
Sanitize agent messages
Velaro ensures that messages from a visitor to your agents do not contain malicious code. We will also identify suspicious messages to the agent with a label to show the suspicious string in full as text in the chat transcript. This option prevents agents from sending executable code.
Mask credit card numbers during chat
Unchecked (Default): Numbers with credit card patterns are not masked.
Checked: Numbers with credit card patters are masked.
Mask social security numbers entered during chat
Unchecked (Default): Numbers with social security number patterns are not masked.
Checked: Numbers with social security number patterns are masked.
Mask birth dates entered during chat
Unchecked (Default): Numbers in a date pattern are not masked.
Checked: Numbers in a date pattern (xx/xx/xxxx) are masked.
Disable visitor, chat, and survey archival
Unchecked (Default): Visitor, chat and survey records are archived.
Checked: visitor, chat and survey records are not archived, they are deleted upon agent chat exit.
Disable storage of visitor e-mail and name
Unchecked (Default): Visitor email and name are stored.
Checked: Visitor email and name are deleted upon chat exit.
Mask credit card numbers when archiving chats
Unchecked (Default): Credit card numbers are not masked in stored chats.
Checked: Credit card numbers are masked in stored chats.
Mask social security numbers when archiving chats
Unchecked (Default): Social security numbers are not masked in stored chats.
Checked: Social security numbers are masked in stored chats.
Mask birth dates when archiving chats
Unchecked (Default): Birth dates are not masked in stored chats.
Checked: Birth dates are masked in stored chats.
Enable PGP encryption on transcript offloading integrations
Unchecked (Default) PGP encryption is not enabled
Checked: PGP encryption is enabled.
Compliance Mode
Velaro’s Compliance mode is enabled by Velaro for your team as part of your contract. When using Compliance Mode, your account will assume a higher security protocol and Velaro will no longer store your chat transcripts or visitor information. Velaro will maintain a simple record of your chat including start/end times, the agent associated with the chat, and queue wait times. If your organization requires transcripts to be stored off-site, then please refer to any of our storage Integrations.
Once Compliance mode is enabled, chat transcripts will not be stored. If an external transcript archive integration is not configured, a warning notice will display as transcript data will be lost when chat engagements are closed.
Compliance mode settings screen
Passwords
Password control changes are saved immediately, a Save button is not required.
Passwords security settings screen
Control
Description
Require a numeric digit
Unchecked (Default): Password does not require a number.
Checked: Password requires a number.
Require a lower case letter
Unchecked (Default): Password does not require a lower case letter.
Checked: Password requires a lower case letter.
Require an upper case letter
Unchecked (Default): Password does not require an upper case letter
Checked: Password requires an upper case letter.
Require special character
Unchecked (Default): Password does not require a special character.
Checked: Password requires a special character.
Passwords must be at least <x> characters long
Unchecked (Default x=0): Password can be any length.
Checked: Password must be a specific number of characters or more.
Maintain password history for <x> days
Unchecked (Default x=0): Password history is not maintained.
Checked: Password history is maintained for a specific number of days.
Passwords must be changed every <x> days
Unchecked (Default x=0): Password does not need to be changed.
Checked: Password must be changed on a regular interval.
