Overview

Velaro's AI chatbot uses large language models (LLMs) to understand natural language, answer questions from your knowledge base, and take real actions — like looking up orders, booking appointments, or updating CRM records — without requiring a live agent.

Create a New Bot

1. Go to Bots & AI → Bots and click + New Bot.
2. Choose a template (Customer Support, E-commerce Assistant, Appointment Booking, etc.) or start blank.
3. Give the bot a name and optionally a greeting message.
4. Click Create.

Configure the System Prompt

The system prompt tells the bot who it is, what it should do, and how to behave. Navigate to Bot → Settings → AI Configuration. Use the prompt editor to define:

• Persona — name, tone (friendly, professional, concise)
• Scope — what the bot can and cannot help with
• Escalation trigger — when to transfer to a live agent
• Company info — key facts about your business

Connect a Knowledge Base

Under Bot → Knowledge Base, link your KB site. The bot searches KB articles automatically when answering questions, citing the source article. This dramatically reduces hallucination.

Add AI Skills

Skills let the bot take actions beyond answering questions. Go to Bot → AI Skills and enable tools like:

• Order Lookup (Shopify, BigCommerce)
• Contact Lookup (HubSpot, Salesforce)
• Appointment Booking (Calendly, Outlook)
• Ticket Creation (ServiceNow, Zendesk)

Assign to Channels

Once configured, assign the bot to one or more channels: Web Chat, SMS, WhatsApp, Facebook, IVR. Go to Channels → [Channel] → Bot Assignment and select your bot.

Test Before Going Live

Use the Preview tab inside the bot editor to chat with your bot in real time. Test edge cases and verify escalation works correctly before publishing.