Microsoft Teams and Slack Notifications

What are channel notifications?

Velaro can send real-time alerts to your Microsoft Teams or Slack channels when important events happen — new chats arrive, conversations are missed, SLA thresholds are breached, or conversations are resolved. Keep your entire team informed without everyone needing to have the Velaro messaging workspace open.

Setting up Microsoft Teams notifications

Step 1: Create an Incoming Webhook in Teams

1. In Microsoft Teams, go to the channel that should receive alerts.

2. Click the ... (More options) next to the channel name.

3. Select Connectors (or Manage Channel > Edit).

4. Find Incoming Webhook and click Configure.

5. Give the webhook a name (e.g. "Velaro Alerts") and click Create.

6. Copy the webhook URL that Teams gives you.

Step 2: Connect the webhook in Velaro

1. In Velaro admin, go to Integrations > Microsoft Teams.

2. Click Add Webhook.

3. Paste the webhook URL.

4. Give it a label (e.g. "Sales Team Alerts").

5. Choose which events to notify:

- New Conversation — fires when a visitor starts a chat

- Missed Conversation — fires when no agent responded

- Conversation Resolved — fires when a conversation is closed

- SLA Breach — fires when response time exceeds your threshold

6. Optionally filter to a specific team (only get alerts for Sales team, for example).

7. Click Save and then Test to send a sample notification.

Teams notification format

Teams notifications include:

• Event type and timestamp
• Visitor name (if known)
• Channel (web, SMS, WhatsApp, etc.)
• Team the conversation is assigned to
• Direct link to open the conversation in Velaro

Setting up Slack notifications

Step 1: Create a Slack Incoming Webhook

1. Go to api.slack.com/apps and click Create New App > From scratch.

2. Name the app (e.g. "Velaro") and select your workspace.

3. Click Incoming Webhooks in the left menu and toggle it On.

4. Click Add New Webhook to Workspace.

5. Select the channel that should receive alerts.

6. Copy the webhook URL.

Step 2: Connect in Velaro

1. In Velaro admin, go to Integrations > Slack.

2. Click Add Webhook.

3. Paste the webhook URL.

4. Label it and choose your notification events (same options as Teams).

5. Click Save and Test.

Slack notification format

Slack notifications use Block Kit formatting with:

• Bold event title and color-coded sidebar
• Visitor and channel details
• Direct link button to open the conversation

Recommended notification strategy

Don't send everything to one channel — it creates noise. Instead:

| Channel | Events to notify |

|---|---|

| #support-alerts | Missed conversations, SLA breaches |

| #support-resolved | Resolved conversations (team review) |

| #sales-new-chats | New conversations from sales team |

| #ops-overview | All events (for managers only) |

Multiple webhooks

You can add as many webhooks as needed — one per Slack channel, one per Teams channel, one per team. Each webhook has its own event filters. Go to Integrations > Teams or Integrations > Slack to manage all webhooks.

Troubleshooting

No notifications arriving: click Test next to the webhook in Velaro. If the test fails, the webhook URL has expired — regenerate it in Teams/Slack and update Velaro.

Too many notifications: use the team filter to limit a webhook to only the events from specific teams.

Notifications arriving but no link: make sure your Velaro admin URL is correctly configured in Settings > General.