What is Click-to-Call?

Click-to-Call lets website visitors request an immediate phone callback with a single button click. When a visitor submits their number, Velaro automatically calls them within seconds and bridges them to an available live agent — no hold music, no phone trees.

How Click-to-Call Works

1. Visitor clicks the Click-to-Call button on your website

2. They enter their name and phone number (optional: brief message)

3. Velaro immediately dials their number

4. A brief greeting plays ("Hi! Connecting you to an agent now...")

5. The call is bridged to the next available agent on your CTC team

6. Agent sees the caller's name, phone, and page URL in their console

Setting Up Click-to-Call

Go to Settings → Click-to-Call to configure the feature.

Required steps:

1. Enable Click-to-Call on the Overview tab

2. Choose your call mode (Velaro Twilio, BYOK, or existing phone integration)

3. On the Teams tab, toggle which teams receive CTC calls

4. Customize your greeting message on the Call Flow tab

5. Add the widget to your website via Settings → Page Widgets

Call Modes

Velaro-Hosted Twilio (recommended): Velaro handles the phone infrastructure. Minutes are billed against your plan's monthly allotment.

Bring Your Own Twilio (Enterprise): Use your own Twilio account and pay Twilio directly. Requires entering your Account SID, Auth Token, and a from-number.

Existing Phone Integration: If you've connected SkySwitch, RingCentral, or another CTI provider, CTC can route through that instead.

SIP Transfer: Hands the call off to your external PBX via SIP. Note: transcription and recording are not available after the SIP transfer point.

Twilio Bridge: Full call bridging with complete transcription and recording capability.

Team Routing

On the Teams tab, enable each team that should receive CTC calls. You can:

• Set a routing priority (lower number = first to receive calls)
• Designate a fallback team (receives calls with no geographic match)
• Configure maximum concurrent calls per team
• Add a team-specific greeting override

Geographic Routing (Enterprise)

Assign area codes to teams so callers are routed to the most relevant team. For example: assign area codes 212, 646, 718 to your New York team. Callers from those area codes go directly to that team; all others fall through to the fallback team.

Abuse Prevention

Velaro automatically prevents call flooding:

• Maximum 3 requests per phone number per hour (configurable)
• Maximum 50 requests across your site per hour (configurable)
• Permanently blocked numbers are rejected silently

Admins can adjust limits under Settings → Click-to-Call → Limits & Hours.

Smart Callback Scheduling (Pro+)

When no agents are available, visitors can book a callback for a specific time instead of waiting. They select a date/time in their timezone and receive a confirmation with a cancellation link. A reminder SMS is sent 30 minutes before the scheduled time.

AI Pre-screening (Enterprise)

Before connecting the caller to an agent, an AI bot can ask qualifying questions. Configure the pre-screen prompt under Call Flow. The bot's summary is whispered to the agent right before they're connected so they're prepared.

Call Recording & Consent (Pro+)

Enable TCPA-compliant recording under the Recording tab. A consent message plays before recording starts. Callers who press 2 opt out; their call continues without recording. Recording URLs appear in the CTC reports.

Abandoned Call SMS Recovery

If a caller hangs up before connecting to an agent, Velaro can automatically send a recovery SMS with a callback scheduling link. Enable this under Call Flow → Abandoned Call SMS Recovery.

Click-to-Call Reports (Pro+)

The Reports tab shows:

• Total calls, completed, abandoned, and failed
• Accept rate and abandon rate percentages
• Average handle time and average queue wait
• Calls by hour of day (peak traffic visualization)
• Daily trend over your selected date range
• Agent leaderboard with calls handled and average duration