Velaro CRM Guide

Velaro includes a built-in CRM that captures deals, contacts, companies, activities, and buying signals directly from live conversations. Agents work the entire customer relationship without switching apps. All CRM data appears in real time inside the conversation panel, and AI can create and update records automatically during bot interactions.

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

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What Is Velaro CRM?

Velaro CRM is embedded inside the chat platform. It gives sales and service teams a single place to manage:

• Contacts — people your team talks to, with a unified timeline of every touchpoint
• Companies — organizations those contacts belong to
• Deals — active sales opportunities with pipeline stages, amounts, and close dates
• Activities — tasks, calls, emails, meetings, and demos linked to any deal or contact
• Buying Signals — AI-detected intent clues surfaced in real time during conversations
• Sequences — guided playbooks that auto-create follow-up tasks as deals advance
• Product Catalog — line items that can be added to deals for accurate revenue tracking

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Contact 360 View

The Contact 360 view gives every agent a complete picture of any customer — one scrollable chronological feed of every interaction across all channels.

How to access: Open a conversation → click the contact's name → the Contact 360 timeline opens.

What the timeline shows (most recent first):

• All conversations — web chat, SMS, WhatsApp, email, IVR, Facebook, and more
• Contact notes added by any agent
• CRM deals — stage, amount, won or lost, close date
• CRM activities — tasks, calls, emails, meetings, demos
• AI buying signals — signal type and confidence score
• BigCommerce orders — order number, total, and status
• Shopify orders — order name, total, and fulfillment status
• Contact tags applied over time

You do not need to set up anything special to see the timeline. If an ecommerce integration is active, orders from BigCommerce or Shopify appear automatically alongside conversations and CRM records.

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Deal Pipeline

A pipeline is a sequence of stages a deal moves through on its way to closed.

Default stages and win probabilities:

| Stage | 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.

Creating a deal: Click + Add Deal at the bottom of any stage column, or use the CRM tab inside a conversation. Deals can also be created automatically by the AI during bot interactions when buying intent is detected.

Moving a deal: Drag the card to a new column on the Kanban board, or change the Stage field inside the deal detail view.

Linking contacts: Deals support multiple contacts with roles: Primary, Decision Maker, Influencer, Technical.

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Activities and Tasks

Activities are scheduled actions linked to contacts or deals. Types:

• Task — a to-do item with priority and due date
• Call — a scheduled or logged phone call
• Email — a follow-up email action
• Meeting — a scheduled meeting
• Demo — a product demonstration

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

Completing an activity: Check the checkbox. The deal's Last Activity timestamp updates automatically. Overdue activities appear in red and should be reviewed daily.

AI bots can log activities automatically. When a visitor says "call me back next Thursday," the AI calculates the due date and creates the task without agent involvement.

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Buying Signals

Buying signals are real-time AI detections. When a visitor's message suggests sales intent, a signal appears in the Signals tab of the in-conversation CRM panel — updated during the conversation as new messages arrive.

Signal types:

| Signal | Meaning |

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

| Ready to Buy | Visitor uses purchase language: "send me a contract," "ready to move forward" |

| Budget | Mentions an allocated budget or spend approval |

| Timeline | Expresses an implementation or purchase deadline |

| Authority | Indicates who the final decision maker is |

| Pain Point | Describes a specific problem their current tool does not solve |

| Pricing Question | Asks about cost, packages, or annual pricing |

| Feature Interest | Asks whether a specific capability exists |

| Referral | Was referred by another customer or colleague |

| Objection | Expresses hesitation or a reason not to buy |

Each signal includes an AI confidence score (0–100%). Higher scores mean the AI is more certain the signal reflects genuine intent.

Acting on a signal: From the Signals tab, click + Deal to create a linked deal, or Dismiss to remove it if not relevant.

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Companies

Navigate to CRM → Companies to manage company records.

Each company record holds:

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

Linking a contact: Open a contact profile and set the Company field. The contact immediately appears under that company's record.

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Products and Line Items

A product catalog lets you define products with a name, description, price, and unit. Products can be added as line items on any deal to track expected revenue precisely.

Managing products: Go to CRM → Products to create and edit your catalog.

Adding to a deal: Open a deal and use the Line Items tab. Select products from your catalog. The deal amount can be calculated from line items automatically.

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Sequences and Playbooks

Sequences are guided sales workflows that automatically create activities when a deal reaches a certain stage.

• A sequence is a series of steps: send email, make a call, schedule a meeting, complete a task
• Each step has a due-date offset from when the sequence triggers (Day 1, Day 3, Day 7, etc.)
• When a deal enters the trigger stage, all steps are created as activities assigned to the deal owner
• Agents see the next step appear in their Tasks panel as the previous step is completed

Sequences remove the guesswork from follow-up. The sales process is defined once, and the system enforces it automatically.

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Custom Field Validation

Every contact attribute (custom field) can have a validation rule to keep your data clean and consistent. Validation is enforced on the server — it cannot be bypassed by embed code or API submissions.

Presets available:

| Preset | Example Value | Purpose |

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

| Phone (US) | (555) 123-4567 | North American phone numbers |

| Phone (International) | +44 20 7946 0958 | E.164 international format |

| Email Address | user@example.com | Standard email addresses |

| URL / Website | https://example.com | Web URLs with protocol |

| ZIP Code (US) | 90210 or 90210-1234 | US 5- or 9-digit postal codes |

| Postal Code (Canada) | K1A 0A9 | Canadian postal codes |

| Postcode (UK) | SW1A 1AA | UK postcodes |

| Currency (USD) | $1,234.56 | Dollar amounts with formatting |

| Number Only | 4200 | Digits only, no letters |

| Integer Only | -42 | Whole numbers including negative |

| Letters Only | Smith | Alphabetic characters only |

| Alphanumeric | AB12CD | Letters and digits, no symbols |

| Date (MM/DD/YYYY) | 03/15/2026 | US date format |

| Date (YYYY-MM-DD) | 2026-03-15 | ISO date format |

| Order / Reference Number | ORD-AB12-3456 | Uppercase letters, digits, hyphens |

| SSN (XXX-XX-XXXX) | 123-45-6789 | US Social Security Number format |

| Card Last 4 Digits | 1234 | Four-digit payment card suffix |

| X/Twitter Handle | @velaro | Twitter/X username with @ |

| LinkedIn Profile URL | https://linkedin.com/in/name | LinkedIn profile links |

| Custom Regex | (any pattern) | Admin-defined pattern |

Admins can also set a custom error message so that when validation fails, the agent sees plain-English guidance: "Please enter a 10-digit US phone number."

Copilot can help set up validation. Tell Copilot what you need in plain English: "I want the phone field to only accept US phone numbers." Copilot will suggest the correct preset, show you the expected format, and explain how to apply it — no technical knowledge required.

Changing or removing validation never deletes existing contact data. Old values are preserved; only new saves are validated going forward.

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Ecommerce Integration (BigCommerce and Shopify)

When BigCommerce or Shopify is connected to Velaro, order history appears automatically in the Contact 360 timeline.

What agents see:

• BigCommerce: order number, total amount, order status
• Shopify: order name, total amount, fulfillment status

No extra setup is needed for agents. Orders appear alongside conversations, notes, and CRM records in the same chronological feed. Agents helping a customer with a billing or shipping question can see the relevant order history without asking the customer to repeat their order number.

Requirements:

• BigCommerce integration enabled and authorized in Settings → Integrations
• Shopify integration enabled and authorized in Settings → Integrations
• Native CRM subscription flag enabled (orders appear in Contact 360 regardless of whether the full CRM is in use)

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Common Questions

Q: Does Velaro CRM replace tools like Salesforce or HubSpot?

A: For smaller teams, yes — Velaro CRM handles the full pipeline, contact management, and activity tracking without a separate subscription. For teams that already use Salesforce or HubSpot, Velaro integrates with those tools so records sync automatically. Your team can use either approach.

Q: Can my bot create deals automatically?

A: Yes. When an AI workflow includes CRM tools, the bot can create deals, log activities, and update deal stages based on the conversation. This happens in real time during the chat — the agent sees the new deal appear in the CRM tab as they pick up the conversation.

Q: What happens to CRM data if I change a custom field's validation setting?

A: Existing contact records are not affected. Only new saves are validated. If you remove a validation rule, all existing values stay in place. If you add or change a rule, any future update to that field on any contact will need to match the new format.

Q: Can I have more than one sales pipeline?

A: Yes. Administrators can create unlimited pipelines with custom stages and probabilities. Different pipelines are useful for different product lines (SMB deals vs. enterprise), different regions, or different sales motions (inbound vs. outbound).

Q: How does the AI confidence score on buying signals work?

A: Velaro's AI analyzes the visitor's message using natural language understanding and assigns a score from 0 to 100 percent reflecting how strongly the message matches the signal type. Scores above 70% typically indicate genuine intent. Agents can act on any signal regardless of score, or dismiss low-confidence signals that are not relevant.