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 — with a mouse, or entirely by keyboard (Tab to a card's "Move to stage" selector, arrow keys to pick the target stage, Enter to confirm). Moving a deal to "Closed Won" or "Closed Lost" prompts for a close date or lost reason.

Every column header shows a running total for that stage (deal count and combined value), so you can see pipeline weight at a glance without opening a report. Columns can be collapsed to focus on the stages you care about right now.

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.

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Conversation Sidebar Panel

Every conversation shows a live CRM panel in the right sidebar — no switching apps, no searching. The panel loads automatically when an agent opens a conversation.

What the panel shows:

• Contact card — name, company, email, phone, and a direct link to the full contact record
• Signals tab — AI-detected buying signals surfaced in real time as the conversation progresses
• Deals tab — open deals linked to this contact, with stage badge, value, and health score dot. "+ Deal" to create from the conversation.
• Tasks tab — open tasks for this contact. Create tasks directly from the panel without leaving the conversation.
• Notes tab — recent notes on the contact. Add a note inline with one click.
• Activities tab — full activity history: calls, emails, meetings, tasks. Read-only timeline.
• Tickets tab — open support tickets linked to this contact. Only appears when tickets exist.

Notes, Activities, and Tickets tabs are hidden when empty — the panel stays clean.

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Custom Fields — Enterprise

Custom fields let you track any data point your business needs — fields that aren't in the standard contact or deal form.

Subscription requirement: EnableCrmCustomFields must be on (Enterprise tier).

How to define custom fields:

Go to CRM Settings → Custom Fields. Click Add Field. Choose:

• Label — what agents see (e.g. "Machine Type", "Contract Tier", "PO Number")
• Type — Text, Number, Date, Dropdown, Checkbox, or Currency
• Entity — Contact, Deal, or Company
• Required — optional enforcement

For Dropdown fields, you define the option list. Order fields with drag-and-drop.

How agents use them:

Custom fields appear in the contact, deal, or company detail form below standard fields. They auto-save when an agent clicks away — no Save button needed.

Use cases:

• Manufacturing: "Machine model", "Serial number", "Warranty expiry"
• SaaS: "Plan tier", "Renewal date", "CSM owner"
• Finance: "Account type", "AUM range", "Primary advisor"

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AI Deal Health Score — Enterprise

Every deal gets a 0–100 health score computed from your actual data — not a manual gut check.

Subscription requirement: EnableDealHealthScore must be on (Enterprise tier). Also requires AI to be enabled.

What the score measures:

Signal	Effect
No activity in 7+ days	−10
No activity in 14+ days	−20 additional
No activity in 30+ days	−30 additional
Past close date	−25
Past close date by 30+ days	−40 additional
Stuck in current stage 30+ days	−15
No linked conversations	−10
No linked contacts	−10
Buying signals in last 14 days	+10
Conversation in last 7 days	+5
Positive recent sentiment	+5
Dollar amount set	+5
Close date set	+5

Score colors:

• Green (75–100) — healthy, on track
• Yellow (50–74) — needs attention
• Orange (25–49) — at risk
• Red (0–24) — stalled or dead

Where it shows:

The score dot appears on every deal card in the Kanban board and in the conversation sidebar panel. Hover over the dot to see the plain-English explanation.

Update cadence: Scores refresh automatically at 3 AM daily. Agents can force an immediate refresh from the deal detail page.

Why this matters: Salesforce charges $50/user/month for Einstein Opportunity Scoring. Velaro computes it from your actual conversation data — response times, sentiment, engagement signals that a pure CRM can't see.