Native CRM Guide

Overview

Velaro includes a built-in CRM designed for online sales teams. It captures deals, companies, and activities directly from live conversations — no separate CRM tool needed. Unlike Salesforce or HubSpot, Velaro's CRM is embedded in the chat interface, so your team captures opportunities the moment they happen without switching apps.

Subscription requirement: Native CRM must be enabled by your account administrator.

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Pipeline & Deals

What is a Pipeline?

A pipeline is a sequence of stages a deal moves through on its way to "Closed Won" or "Closed Lost." Velaro starts you with one default pipeline containing six stages:

| Stage | Default Probability |

|-------|-------------------|

| Lead In | 10% |

| Qualified | 25% |

| Proposal Sent | 50% |

| Negotiation | 75% |

| Closed Won | 100% |

| Closed Lost | 0% |

Administrators can create additional pipelines with custom stages for different product lines or sales motions.

Kanban Board

Navigate to CRM → Deals to see your pipeline as a visual board. Each column is a stage. Drag a deal card from one column to another to move it. Moving a deal to "Closed Won" or "Closed Lost" prompts for a close date or lost reason.

Creating a Deal

Click + Add Deal at the bottom of any stage column. Required: deal name. Optional: amount, close date, linked contacts.

Deals can also be created automatically:

• During a bot conversation — the AI detects buying intent and calls native_crm_create_deal
• From a buying signal — click + Deal inside the Signals panel while on a conversation
• Post-chat summary — if enabled, Velaro AI auto-generates a deal or activity after every resolved conversation

Linking Contacts to Deals

A deal can have multiple contacts with roles: Primary, Decision Maker, Influencer, Technical. Open a deal and use the Contacts tab to add contacts. The conversation contact is linked automatically when a deal is created from chat.

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Companies

Navigate to CRM → Companies to manage company records. Each company can hold:

• Contact information (phone, email, website, LinkedIn)
• Firmographic data (industry, size, annual revenue, employee count)
• Address fields
• All associated contacts and deals

Linking a contact to a company: Open the contact's profile and set their Company field. The contact then appears under that company's detail view.

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Activities

Activities are scheduled actions: tasks, calls, emails, meetings, or demos. They appear in the Tasks tab of the in-conversation CRM panel and in each deal's activity feed.

Creating an activity: Click + Task in the Tasks tab, or open a deal and use the Activities section.

Completing an activity: Check the checkbox on any open activity. Completed activities update the deal's "Last Activity" timestamp.

Overdue activities appear in red. Your team should review overdue items daily.

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Buying Signal Detection

When a visitor's chat message contains language that suggests sales intent, Velaro automatically detects a buying signal and displays it in the Signals tab of the in-conversation panel.

Signal Types

| Signal | Example Phrases |

|--------|----------------|

| Ready to Buy | "Send me a contract", "ready to move forward", "take my card" |

| Budget | "our budget is", "we have funds allocated", "approved for" |

| Timeline | "need this by Q2", "starting next month", "going live in 30 days" |

| Authority | "I need to loop in my CFO", "the decision maker is", "pending board approval" |

| Pain Point | "we're struggling with", "our current tool doesn't", "we keep losing" |

| Competitor | Mentions of Salesforce, HubSpot, Zendesk, Intercom, etc. |

| Pricing Question | "what does it cost", "pricing for 50 users", "what's the annual price" |

| Feature Interest | "does it support SSO", "can it integrate with", "do you have a mobile app" |

| Referral | "my colleague recommended", "I heard from another customer" |

| Objection | "seems expensive", "not sure this is the right fit", "I'd need to see an ROI" |

Acting on Signals

From the Signals tab you can:

• + Deal — create a deal in the native CRM linked to this conversation
• Dismiss — remove the signal from view if not relevant

Signals from the last 24 hours across all your conversations can also be viewed in the global signal feed (CRM → Signals, if enabled).

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In-Conversation CRM Panel

While handling a chat, the CRM tab in the right panel shows three sub-tabs:

🎯 Signals — live buying signals detected from this visitor's messages, updated every 15 seconds

💼 Deals — deals linked to this contact. Shows deal name, stage, amount, close date. Create new deals directly here.

✅ Tasks — open activities for this contact. Check them off without leaving the conversation.

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AI-Powered Features

Bot Deal Creation (native_crm_create_deal)

When configured in a bot workflow, the AI automatically creates a CRM deal when it detects buying intent. The deal is linked to the conversation and contact. Agents see the new deal appear in the CRM tab immediately.

Configured in: Workflow designer → AI node → CRM tools

Bot Activity Logging (native_crm_log_activity)

The AI logs follow-up activities when visitors request a callback, demo, or proposal. The bot calculates the due date from natural language ("Friday", "next week") and creates the task for your sales team.

Post-Chat CRM Summary (EnablePostChatCrmSummary)

After every resolved conversation, Velaro AI analyzes the transcript and generates a structured CRM note containing:

• Conversation summary
• Customer pain points and interests
• Suggested next steps
• Deal readiness score (1–10)
• Sentiment (positive / neutral / negative)

If the conversation is linked to an existing deal, the note is added to that deal. If no deal exists and readiness is 4 or higher, a follow-up task is created automatically.

Requires: EnableNativeCrm + EnablePostChatCrmSummary both enabled.

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Subscription Limits

| Setting | Default | Notes |

|---------|---------|-------|

| EnableNativeCrm | Off | Must be enabled for CRM access |

| EnableBuyingSignals | Off | Signal detection in conversations |

| EnablePostChatCrmSummary | Off | AI-generated deal notes on close |

| MaxDeals | Unlimited (0) | Set to restrict deal volume |

| MaxPipelines | Unlimited (0) | |

| MaxCompanies | Unlimited (0) | |

Administrators can adjust these in SuperAdmin → Subscription panel.