Overview

Velaro can send real-time notifications to Microsoft Teams or Slack when new conversations arrive, SLAs are breached, or specific events occur. Agents who use Teams or Slack as their primary tool can be notified without staying logged into the Velaro workspace.

Microsoft Teams Setup

1. Go to Integrations → Microsoft Teams.
2. Click Connect to Teams and complete the Microsoft OAuth flow.
3. Select the Teams channel where you want notifications to appear.
4. Choose notification types: new conversations, SLA alerts, escalations, or all.
5. Click Save.

Slack Setup

1. Go to Integrations → Slack.
2. Click Add to Slack and authorize the Velaro app in your Slack workspace.
3. Select the Slack channel for notifications.
4. Configure which events trigger notifications.
5. Click Save.

Notification Types

• New Conversation — fires when a new chat enters the queue
• Assigned to You — personal alert when a conversation is routed to you
• SLA Warning — alert when a conversation is approaching SLA breach
• Escalation — alert when a bot escalates to human
• Survey Response — alert when a CSAT/NPS result arrives

OneDrive Attachments

The Microsoft Teams integration also supports OneDrive file sharing. Agents can attach files from OneDrive directly in conversations without downloading and re-uploading. Customers receive a secure shared link.