Contact Velaro Support

Getting help from within the platform

The Velaro AI assistant is available in the bottom-right corner of your messaging workspace. Click the AI button to open it. You can ask questions about features, get help with configuration, or troubleshoot issues.

If the AI cannot resolve your question, click Talk to a person to connect with a live Velaro support agent. If our team is offline, you will see Leave a message instead — this creates a support ticket that we follow up on.

How "Talk to a person" works

When you click the button, the system automatically collects context about your account so you do not have to explain it:

• Your name, email, and role (Agent, Manager, or Administrator)
• Your company and site information
• What page you were on when you clicked
• A summary of your recent AI conversation (if any)

This context is visible only to Velaro support agents — you will not see it in the chat. It helps our team assist you faster without asking repetitive questions.

Live chat vs. ticket

When agents are online — the green dot and "Talk to a person" label appear. Your request is routed through our support team's workflow. An agent will join the chat, and you can message back and forth in real time from the AI panel.

When agents are offline — the label changes to "Leave a message." Your request creates a support ticket with a tracking number (e.g., SUP-00042). Our team will follow up with you via email.

Passing custom data to Velaro (for your own deployments)

If you want your website visitors to have a similar seamless experience — where their identity and context is automatically passed into the chat — you can do this with the embed script.

Add this block before the Velaro embed script on your site:

<script>
  window.VelaroSettings = {
    contact: {
      name: "Jane Smith",
      email: "jane@company.com",
      phone: "+15551234567",
      customFields: {
        accountId: "ACC-9821",
        plan: "Enterprise",
        region: "US-West"
      }
    }
  };
</script>
<!-- paste your Velaro embed script here -->

Values passed this way:

• Appear instantly in the agent's contact panel
• Are available as variables (<<accountId>>, <<plan>>) in workflows and AI bots
• Skip the need for a pre-chat survey to collect basic information
• Persist on the contact record across future conversations

Three ways to pass data

JavaScript (recommended) — set window.VelaroSettings.contact before the embed script loads. Best for dynamic, server-rendered pages.

Meta tags — add <meta name="velaro:fieldName" content="value" /> to your page head. Works on static sites or when you cannot add JavaScript.

Automatic — Velaro automatically captures browser language, page URL, visitor country, and channel without any code.

Where to configure

Go to [Deployments](/messaging/deployments) in the sidebar, select your deployment, and click the Deployment Code tab to see your embed script and a live code example customized with your actual custom fields.

Admin settings

The "Talk to a person" feature can be toggled on or off globally by a Velaro administrator. When disabled, the button does not appear in the AI panel.