Velaro Routing and Rules Guide

What are rules?

Rules automatically route incoming conversations to the right team, bot, or workflow based on conditions you define. Rules run when a new conversation arrives, before any agent sees it.

Creating a rule

1. Go to Rules in the sidebar.

2. Click New Rule.

3. Add one or more conditions (IF).

4. Add one or more actions (THEN).

5. Set the rule priority (lower number = higher priority, runs first).

6. Click Save and Activate.

Rule conditions

You can match on:

• Channel: web chat, SMS, WhatsApp, Facebook, Instagram, etc.
• Time of day / day of week: business hours, after hours, weekends
• Contact attribute: any custom field (e.g. accountTier equals Enterprise)
• Conversation attribute: topic, language, page URL the chat started on
• Survey answer: what the visitor selected in the pre-chat form
• Country / region: visitor's detected location
• Keyword: message contains a specific word or phrase

Multiple conditions in a rule are AND by default (all must match).

Rule actions

• Route to Team: sends the conversation to a specific agent team
• Assign to Workflow: starts an automated workflow
• Set Priority: marks conversation as high/normal/low priority
• Add Tag: tags the conversation for reporting
• Send to Bot: hands off to an AI bot

A rule can have multiple actions (e.g. route to team AND add tag).

Rule priority

Rules are evaluated in priority order (1 first). The first rule that matches wins — lower-priority rules are skipped. Set your most specific rules first (priority 1) and a catch-all last (high number).

Example order:

1. Enterprise accounts → VIP Team

2. After hours → Bot Workflow

3. French language → French Team

4. Catch-all → General Support Team

Business hours rule

Use a Time condition to route differently during business hours:

• Condition: Day is Monday-Friday AND Time is 9:00-17:00
• Action: Route to Support Team

Pair with a second rule (no time condition) as the fallback:

• Action: Route to After Hours Bot

Quick Rule Setup Wizard

The wizard creates common rule sets in 2-3 steps:

• Business Hours: enter your hours → creates an "in-hours" and "after-hours" rule pair
• Geographic Routing: pick countries → creates one rule per country routing to the team you specify
• Language Routing: select languages → creates language-based routing rules
• Survey Routing: pick a survey question → creates rules for each answer

Access the wizard via Rules > Quick Setup.

Team tier escalation

If your plan includes Tier Escalation, you can define tiers within a team:

• Tier 1 agents get the conversation first
• If no Tier 1 agent accepts within N minutes, Tier 2 gets it
• And so on

Set up tiers in Teams > [Team Name] > Routing Tiers.

Routing modes

Queue mode: conversation waits in a queue until an agent accepts it. Agents see incoming conversations and click Accept.

AutoRoute mode: conversation is automatically assigned to the agent with the fewest active chats. No manual accept needed.

Set the routing mode per team under Teams > [Team Name] > Settings.

Troubleshooting routing

Conversation not being routed: check that at least one rule matches and is Active. Check rule priority — a higher-priority rule may be routing it elsewhere.

All agents busy: if queue is full, consider adding a bot fallback rule that activates when queue depth exceeds a threshold.

Wrong team getting the conversation: check rule priority order. The most specific rules should have the lowest priority number.