Contact Center and CRM

What is the Contact Center?

The Velaro Contact Center is your built-in customer relationship database. Every visitor who chats with you — across web, SMS, WhatsApp, email, or any connected channel — is automatically created as a contact. You can view their full conversation history, contact details, and custom data all in one place.

Viewing contacts

1. Go to Contact Center in the sidebar.

2. Browse or search contacts by name, email, phone, or any custom field.

3. Click a contact to open their detail view:

- Contact information (name, email, phone)

- All conversations across every channel

- Custom field values

- Notes added by agents

Contact records

Each contact record contains:

• Identity — name, email, phone number
• Channel history — every conversation, regardless of channel
• Custom fields — any additional data points you defined (account ID, plan type, region, etc.)
• Tags — labels for segmenting or identifying contact types
• Created / Last seen — when the contact first appeared and last interacted

Custom contact fields

You can add any custom fields that matter to your business — account ID, subscription plan, company size, region, customer tier, etc.

To add a custom field:

1. Go to Contact Center > Custom Fields.

2. Click Add Field.

3. Choose the field type: text, number, date, dropdown, or boolean.

4. Enter the field name (this becomes the variable name: <<fieldName>>).

5. Save.

Custom field values are set by:

• The embed script (window.VelaroSettings.contact.customFields)
• Workflow "Set Data" nodes
• Agent manual entry in the contact panel
• API calls via the Velaro REST API

Using contact data in workflows

All contact fields are available as variables in workflows and AI bots. For example:

• <<firstName>> — contact's first name
• <<email>> — email address
• <<plan>> — value of your "plan" custom field
• <<accountId>> — value of your "accountId" custom field

A workflow can check <<plan>> equals "Enterprise" and route to your enterprise support team automatically.

CRM integrations

For deeper CRM functionality, connect Velaro to your existing CRM:

HubSpot — contacts synced bidirectionally, deals created from conversations, transcripts pushed automatically after resolution.

Microsoft Dynamics 365 — contact/account/lead lookup in real time, rules engine integration, field mapping for custom objects.

BigCommerce / Shopify — customer lookup by email, order history and status displayed in the agent panel, product recommendations.

NetSuite — lead/prospect lookup, opportunity creation from qualified conversations.

Each integration is configured under Integrations in the sidebar. All include a Starter Workflow Wizard that builds a pre-configured workflow in one click.

Transcript push to CRM

After a conversation is resolved, Velaro can automatically push the full transcript to the matched contact record in your CRM. To enable:

1. Go to the CRM integration settings (e.g. Integrations > HubSpot).

2. Toggle Auto-push transcripts on resolve.

3. Save.

Transcripts appear in the CRM contact timeline within seconds of the conversation being resolved.

Searching and filtering contacts

Use the search bar in Contact Center to find contacts by:

• Email address (exact or partial match)
• Phone number
• Name
• Custom field value

Use the filter panel to segment contacts:

• Created date range
• Last conversation date
• Tag
• Channel

Merging duplicate contacts

If the same customer has multiple contact records (different email, same phone number), you can merge them:

1. Open one contact record.

2. Click Merge.

3. Search for and select the duplicate.

4. Confirm — all conversation history is combined on the primary record.