Overview

The Velaro Agent Workspace (messaging.velaro.com) is where your team manages live conversations, views customer information, and uses AI-assisted tools. Everything is accessible in a single, unified interface.

Conversation List

The left panel shows all active, queued, and recent conversations. Conversations are color-coded by status: green (active), yellow (waiting for customer), red (overdue SLA). Click any conversation to open it.

Conversation Panel

The center panel is the conversation itself. Key features:

• Reply box — type or paste a response. Use / to trigger canned responses.
• Canned Responses — pre-written replies for common questions. Search by keyword.
• Transfer — hand off the conversation to another agent or team.
• Bot Toggle — re-enable the AI bot to handle the conversation.
• Attachments — send files, images, or voice messages.

Customer Sidebar

The right sidebar shows everything known about the customer:

• CRM record (HubSpot, Salesforce, etc.) — auto-loaded on conversation start
• Open orders (Shopify, BigCommerce)
• Recent conversations
• Custom attributes set by the bot
• Notes added by agents

Keyboard Shortcuts

• Alt + N — accept next conversation in queue
• Ctrl + Enter — send message
• / — open canned responses search
• Ctrl + K — global search

Status Management

Set your availability status in the top-right corner: Available, Busy, or Away. Routing rules respect your status — you won't receive new conversations when set to Away.