Velaro Help Center
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V20 Velaro Workspace | V11 Live Fluence Edition
V20 Velaro Workspace
The current Velaro platform — AI bots, omnichannel inbox, workflows, IVR, SMS, WhatsApp, CRM integrations, and the agent messaging workspace.
You are on V20 if you log in at messaging.velaro.com or a custom messaging URL configured by your team.
Getting Started
- Getting Started with Velaro V20
- Velaro Messaging Overview
- Using the Agent Workspace
- Chat Window Customization
- Appearance & Dark Mode
- Understanding Idle Detection
Account & Team Setup
- Deployments — Channels and Widget Setup
- Deployments and Teams Guide
- Managing Teams and Users
- Custom Fields
- Inbox Filtering
- Customer Satisfaction Surveys
- Surveys in Velaro
- Multi-Language Translation
- Work Schedules
- REST API
- Contact Center
- Conversion Tracking & Attribution
Bots & AI
- Bots and AI Overview
- Setting Up Your AI Chatbot
- Writing a Great System Prompt
- AI Skills — What Your Bot Can Do
- Bot Profiles
- Bot Design Patterns
- Bot Communication Skills
- AI Bot Orchestration — Multiple Specialist Bots
- Recruiting Bot
- AI Auto-Resolution
- Conversation Training
- Variables
- Agent-to-Agent Messaging
- Agent Assist — Real-Time AI Suggestions
- Moshky — Your AI Admin Assistant
- AI Compose Email
Workflows & Routing
- Workflows
- Channel-Aware Workflows
- Routing Rules and Assignment Logic
- Routing Rules Guide
- Routing Diagnostics
- How Routing Rule Conditions Work
- Proactive Chat Engagement
- MCP Overview
- MCP Tools
- MCP Setup Guide
- Velaro CLI
Channels & Voice
- Channels Overview
- SMS Messaging Setup
- SMS & WhatsApp Setup Guide
- WhatsApp Business Integration
- Branded SMS Sender ID — Apple & Android
- IVR and Voice Setup
- IVR Outbound Campaigns
- IVR Escalation — Transferring Callers to Live Agents
- IVR Multilingual Guide
- Click-to-Call
- Video Chat for Live Support
- Velaro Video Chat
- Outbound Email Campaigns
- Outbound Email Setup
- Email Campaigns
- Page Widgets
- Page Widgets Guide
- Microsoft Teams and Slack Notifications
- Teams and Slack Notifications Guide
- RCS Business Messaging
Integrations — CRM
- Integrations Overview
- Integration Troubleshooting
- CRM Guide
- Native CRM
- CRM Contact Sync
- HubSpot CRM Integration
- HubSpot Bot Knowledge Guide
- Dynamics 365
- Salesforce
- NetSuite ERP Integration
- NetSuite Bot Knowledge Guide
- ServiceNow ITSM Integration
- ServiceNow Bot & AI Knowledge Guide
- SAP Integration Guide
- Pipedrive Bot Knowledge Guide
- OneDrive and SharePoint
- Microsoft Bookings Integration
Integrations — Commerce & Field Service
- Shopify Integration
- Shopify Bot Knowledge Guide
- BigCommerce Integration
- BigCommerce Bot Knowledge Guide
- WooCommerce Integration
- Magento / Adobe Commerce
- Ecommerce Sync — Shopper Profiles & Campaign Triggers
- Square Appointments
- Klaviyo
- Calendar Booking
- Appointment Booking in Chat
- Appointment Booking Configuration
- Payments
- In-Chat Payments with Stripe
- Clover POS Integration
- Toast POS Integration
- Jobber Field Service Integration
Knowledge Base
- Setting Up Your Velaro Knowledge Base
- Knowledge Base Setup and Management
- Knowledge Index & File Storage
- Knowledge Index Freshness Guide
Reporting & Analytics
- Reports and Analytics Overview
- Reporting and Analytics Guide
- Metrics Methodology
- Schedule Adherence & Workforce Scheduling
- Customer Health Score
- Agent Login History and Audit Trail
- Visitor Monitor
- Sentiment Analysis
- Agent Performance & Conversation Quality Scoring
Security & Compliance
- Security and Compliance in Velaro V20
- Content Security Policy (CSP)
- Security and CSP Guide
- PingID SAML SSO — Setup Guide
- Threat Detection
Billing & Plans
Support & Migration
V11 Live Fluence Edition
The Velaro Live Fluence platform — web chat, proactive engagement rules, chatbots, voice, and the classic agent console.
You are on V11 if you log in at app.velaro.com or the classic Velaro console.
Getting Started
- Getting Help with V11 Live Fluence
- Quick Start Guide
- How to Sign In
- Agent Handbook
- Deploy Velaro to Your Website
- Deploy with Google Tag Manager
- Account Settings Overview
Chat Design
- Chat Designer Overview
- Global Designer Settings
- Customize Your Chat Launcher
- Chat Buttons
- Customize Welcome Messages
Chatbots & Automation
- Chatbot Overview
- Chatbot Profiles
- Start a New Chatbot
- Chatbot Designer
- Chatbot Dialog
- Chatbot Actions Overview
- Knowledge Base Chatbot
- Natural Language Processing
- Question Answering
Agent Tools & Console
- Engagements Dashboard
- Desktop App Download
- Silent Install (Enterprise)
- Setting Up Notifications
- Agent Availability
- Using Canned Responses
- Agent to Agent Chat
- Chat Shadowing
- Troubleshooting Stuck or Open Chats
Voice
Routing & Engagement
Integrations
- Salesforce Integration
- Microsoft Dynamics Integration
- NetSuite Integration
- Google Analytics 4 Setup
- Google Analytics Tracking
Reports & Analytics
- Agent Performance Dashboard
- Types of Reports and Descriptions
- Visitor Reports and Conversion Metrics
- Account Utilization Report
- Engagement Report
- Customer Satisfaction Report
- Agent Availability Report
- Agent Utilization Report
- Report Filters and Settings
Security & Administration
Not sure which platform you're on? Check your login URL — messaging.velaro.com = V20 · app.velaro.com = V11. Or contact support@velaro.com.
Considering an upgrade to V20? Contact your account manager — your V11 configuration can be migrated and V20 includes everything V11 does plus AI bots, SMS, WhatsApp, IVR, and more.
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