Overview

Velaro V20 includes a full AI-powered IVR (Interactive Voice Response) system. Inbound calls are answered by your AI bot using natural, lifelike voice synthesis — no pre-recorded menus required. Callers speak naturally, and the AI understands and responds in real time.

How It Works

Velaro uses Twilio for call routing and ElevenLabs for text-to-speech synthesis. Calls connect via a WebSocket stream — meaning the AI responds dynamically rather than playing static recordings. Callers can interrupt the AI mid-sentence, just like a real conversation.

Setting Up Inbound IVR

1. Go to Channels → Voice & IVR → Inbound.
2. Click Configure Twilio and enter your Twilio Account SID, Auth Token, and phone number.
3. Assign an AI bot to handle inbound calls.
4. In Twilio's console, set the webhook for your number to the URL shown in the Velaro IVR settings.
5. Test by calling the number — the bot answers immediately.

Voice & Tone

Configure voice settings under IVR → Voice Settings:

• Voice — choose from ElevenLabs voices (male/female, various accents)
• Speaking Rate — adjust speed for your audience
• Interruption Sensitivity — how quickly the bot stops when the caller speaks

Outbound IVR

Outbound calling lets your bot proactively contact customers — for appointment reminders, payment alerts, or re-engagement campaigns. Go to Channels → Voice & IVR → Outbound and configure:

• TCPA compliance settings (required for US outbound calling)
• Call script / workflow
• Retry logic for unanswered calls

Screen Pop for Inbound Calls

When a known customer calls, Velaro automatically looks up their CRM record and displays it in the agent sidebar before the call connects — called a Screen Pop. This works with HubSpot, Salesforce, and any integrated CRM. Agents see name, history, and open tickets instantly.