Velaro Email Campaigns

What Is the Email Campaigns Feature?

Velaro's built-in email campaigns let you send broadcast emails, automated drip sequences, and triggered follow-ups — all from the same platform as your chat inbox. No Mailchimp, no Klaviyo, no extra subscription required. Your contacts, chat history, and email sequences live together so you can act on real conversations, not just form fills.

---

How Emails Are Sent

Every email goes out through Azure Communication Services using your own verified domain. That means your emails come from hello@yourcompany.com, not from a shared Velaro address. Your domain reputation stays yours.

Before your first send, you must verify a sending domain. Go to Campaigns → Settings → Sending Domains, click Add Domain, and follow the DNS setup steps (SPF, DKIM, DMARC). Once the three required records are live, click Verify. Verification is automatic via live DNS lookup — usually under an hour.

---

Two Ways to Send

Broadcasts — one-time sends to a contact list or segment. Pick a template, pick a list, schedule or send immediately. Good for announcements, promotions, and newsletters.

Sequences — automated multi-step email flows triggered by an event. A contact enrolls when the trigger fires, then receives emails on your schedule (e.g., immediately, day 2, day 7) without any manual work. Good for onboarding, follow-ups, and nurture flows.

---

Sequence Triggers

Trigger	When It Fires
Conversation Ended	Chat closes — good for CSAT follow-up
New Contact Created	First time a contact appears — welcome series
Negative CSAT (1–2 stars)	After a bad rating — recovery or apology
Appointment Booked	After Outlook or Calendly booking — confirmation + reminders
Tag Added to Contact	When a tag like "Hot Lead" or "VIP" is applied
Trial Started	Contact starts a trial — onboarding drip
Webhook / Form	External form or app POSTs to a unique URL — manual enroll from anywhere

Contacts who unsubscribe are immediately removed from all future steps — no manual list cleaning needed.

---

Personalization With Variables

Templates support merge variables pulled from each contact's record at send time:

• <<contact.name>> — contact's full name
• <<contact.email>> — email address
• <<ctx.agentName>> — agent who handled the chat (sequences only)
• <<ctx.rating>> — CSAT score (negative CSAT trigger)
• <<ctx.provider>>, <<ctx.startTime>> — appointment details (appointment trigger)

Use a fallback to handle missing values: <<contact.name | there>> renders as "Hi there" when no name is on file.

---

Contact Lists and Imports

Go to Campaigns → Contacts to manage your contact database.

• CSV Import — upload name, email, phone, tags, and custom fields
• Manual add — add one at a time
• Segments — dynamic filtered lists that update automatically (filter by tag, source, custom field, last activity)

Duplicate emails are merged on import. Hard bounces and unsubscribes are removed automatically.

---

Compliance — What Velaro Handles Automatically

Every campaign email includes a legally-required unsubscribe link. The link is cryptographically signed so it cannot be forged. When a contact clicks it:

1. They are immediately removed from future sends

2. A confirmation page is shown

3. Hard bounces are auto-removed from all lists

You are responsible for having lawful basis to email your contacts (consent or legitimate interest). Velaro handles the infrastructure; the legal relationship is yours.

---

Quota Limits

Item	Default
Contacts per site	500
Emails per month	5,000

Monthly usage resets on the 1st. View current usage at Campaigns → Settings → Quota Usage. To increase limits, contact your Velaro account manager.

---

Break Conditions — Stop Sequences Automatically

Sequences can stop automatically when a condition is met — for example, stop an onboarding drip the moment a contact converts. Set break conditions in the sequence editor under Stop When... Options include tag added, contact replied, manual cancel, or a webhook event. When a break fires, all remaining unsent steps are cancelled and an optional "exit" email can be sent.

---

Webhook Trigger — Connect Any Form or App

Every sequence has a unique webhook token. POST to it from a contact form, Zapier, Make.com, or any HTTP app:

POST /api/public/CampaignWebhook/{token}
{ "email": "jane@example.com", "name": "Jane Smith" }

The endpoint always returns 200 — it never reveals whether a token exists, preventing enumeration. HTML form submissions (multipart/form-data) also work.

---

How Email Formats Work — HTML, Plain Text, and Preview

Every Velaro email is sent as a multipart/alternative message containing both an HTML version and a plain text version simultaneously. Email clients choose which to show:

• HTML version — shown by Gmail, Outlook, Apple Mail, and most modern clients. Renders your full design with colors, buttons, and images.
• Plain text version — shown by accessibility tools, some corporate clients, and older devices. Required for CAN-SPAM compliance. If you don't write one, Velaro auto-generates it by stripping HTML tags from your HTML version — the auto version is good enough but a hand-written one reads more naturally.

Both versions always go out together. You don't need to do anything for the plain text — it's automatic. If you want to customize it, click the Plain Text tab in the template editor.

Template editor tabs explained

Tab	What it edits
Design Builder	Drag-and-drop block editor — recommended for most users
Rich Text	Simple WYSIWYG editor, good for plain paragraphs and links
HTML	Raw HTML source for full control
Plain Text	The text-only fallback (auto-generated if left blank)
Preview	Shows rendered HTML preview + plain text preview side by side via toggle

The Design Builder and Rich Text tabs both edit the same HTML field. Switching between them preserves your content. HTML tab gives you the raw source of the same content.

---

Template Library — 30+ Ready-to-Use Designs

Go to Campaigns → Templates → Browse Library to access 30+ professionally designed templates. Click + Use This Template to import a copy into your library for editing. Importing creates your own editable copy — the original is never modified.

Use the search box or category filter pills to find the right template quickly. Categories wrap across multiple rows if needed.

Categories:

• Onboarding — Welcome, Day-3 check-in, Day-7 tips, Trial ending (3 days), Trial final 48 hours, Weekly tip
• Win-Back — 30-day inactive, Win-back with incentive
• Re-engagement — Win-back with offer, Final goodbye / sunset list
• Marketing — Newsletter, Product update, Flash sale, Seasonal/holiday, Promo/limited offer, Referral launch, Event invite, Webinar invite, Case study, Book a demo (cold outreach), Back-in-stock alert, Abandoned cart (2 variants)
• Engagement — Feature announcement, KB how-to tip, Product review request
• Transactional — Post-purchase thank you, Appointment confirmation, Appointment reminder (24hr), Webinar 1-hour reminder, Post-chat CSAT, Ticket resolved, Support bot handoff follow-up, Subscription renewal reminder, Payment failed
• Onboarding — Trial day 3, Trial day 7, Trial expiring final call

Templates use <<contact.name>> and other variables automatically — just customize the content and you're ready.

---

Suggested Audience Segments

When you open Campaigns → Contacts with no list selected, you'll see Suggested Audiences — 12 pre-built segment templates ready to add in one click. These are built around Velaro's data:

Segment	What It Catches
Chat Contacts	Everyone who came in via live chat
Negative CSAT	Contacts tagged with negative-csat
VIP Customers	Contacts tagged vip
SMS-Ready	Contacts with a phone number on file
Appointment Booked	Contacts tagged appointment
WhatsApp Contacts	Contacts from WhatsApp channel
New Customers	Contacts tagged new-customer
E-Commerce Buyers	Contacts tagged purchase
Trial Users	Contacts tagged trial
Support / Tickets	Contacts tagged support

Click + Add next to any segment to create it instantly.

---

Smart Channel Recommendation

When creating a broadcast, select your audience list and Velaro will automatically analyze the audience and recommend the best channel (Email or SMS). The recommendation shows:

• Your historical open rates for each channel (from the last 90 days of sends)
• What percentage of the audience has a phone number (for SMS viability)
• A one-click Switch to SMS button if SMS outperforms email for this audience

---

Frequently Asked Questions

Can I use multiple sending domains?

Yes — add as many as you want. Each broadcast or sequence lets you choose which verified domain to send from.

Why can't I use gmail.com or outlook.com as my From address?

Free email domains cannot be verified via SPF/DKIM for bulk sending. Use your own company domain (e.g. mail.yourcompany.com).

How long does DNS verification take?

Usually under 1 hour, but up to 48 hours depending on your DNS provider's TTL settings.

What if my monthly email quota runs out mid-campaign?

Scheduled sends pause at the current step and resume on the 1st of the next month when the counter resets.

Can contacts re-subscribe?

Yes — the unsubscribe confirmation page includes a re-subscribe link, and your support team can manually re-enable contacts.