Deployments and Teams Guide

How Velaro Chat Works — The Basic Flow

When a visitor opens the chat widget on your website, here is what happens:

1. Your website loads the embed script — a small snippet of code you installed

2. The embed script contains your deployment ID, which identifies your chat widget

3. Velaro uses the deployment to determine which team receives the conversation first

4. Routing rules and workflows can immediately move it to the right team based on survey answers, the page the visitor was on, their language, or any other condition

5. The conversation appears in that team's inbox for your agents to answer

Everything starts with the deployment. The deployment is the door. The team is who answers it.

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What Is a Team?

A team is a group of agents who share an inbox. Agents only see conversations from teams they belong to — so Sales agents see Sales conversations, Support agents see Support conversations, and so on.

You create as many teams as your business needs. Common examples:

Team	Who's on it	What they handle
General	All agents	Default catch-all, good starting point
Sales	Sales reps	Product questions, demos, pricing
Support	Support agents	Technical help, troubleshooting
Billing	Billing team	Invoices, payments, account changes

Each team has its own inbox, routing configuration, availability hours, and escalation rules.

To manage teams: go to Settings → Teams.

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What Is a Deployment?

A deployment is your chat widget — the embed code you install on your website.

Each deployment has a starting team: the team inbox where a conversation lands when it first starts. From there, routing rules and workflows take over to move it to the right place.

Agents never see or interact with deployments. Deployments are entirely a visitor-side concept. The agent workspace shows conversations organized by team, not by which deployment they came from.

To manage deployments: go to Settings → Deployments.

New accounts come with a default deployment already set up and ready to use.

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A Real Example: Sales and Support

Say you have a Sales team and a Support team. Here is how a typical setup works:

Step 1 — Create your teams

Create a Sales team and add your sales reps. Create a Support team and add your support agents. Each team gets its own inbox automatically.

Step 2 — Set up one deployment

Your website has one embed script. The deployment points to General (or any team) as the starting point.

Step 3 — Add a pre-chat survey

The survey asks: "What can we help you with today?" with options: Sales question / Technical support / Billing.

Step 4 — Set up routing rules

• Survey answer = "Sales question" → transfer to Sales team
• Survey answer = "Technical support" → transfer to Support team
• Survey answer = "Billing" → transfer to Billing team

Result:

• Visitors who pick Sales land in the Sales inbox — only Sales agents see them
• Visitors who pick Support land in the Support inbox — only Support agents see them
• No agent sees conversations outside their team

You can set this up using the Quick Setup Wizard in Settings → Deployments or let Moshky walk you through it step by step.

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How Routing Rules Work

Routing rules run automatically the moment a conversation starts. They match on any combination of conditions and transfer the conversation to the right team.

What you can match on:

• Pre-chat survey answers (what did the visitor select?)
• Which deployment they came from (which page or site?)
• Page URL (are they on the pricing page? the help center?)
• Language (what language is the visitor using?)
• Time of day or day of week (is it after hours?)
• Visitor location (what country are they in?)
• Contact attributes (are they an existing customer? what plan are they on?)
• Team queue size (is a team's queue too long to route there?)

Rules and surveys work together, not as alternatives. A rule can check the survey answer AND the page URL AND the time of day all at once. The conditions are combined — you decide how many to use.

To set up routing rules: go to Settings → Routing Rules.

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Does Deployment Affect Routing?

Yes — deployment is one of the conditions you can use in a routing rule.

Example: You have two deployments:

• homepage-widget on your main website
• support-portal on your help center

You can write rules like:

• Deployment = support-portal → route to Support team directly, skip the survey
• Deployment = homepage-widget AND survey answer = "Sales" → route to Sales
• Deployment = homepage-widget AND time = after-hours → route to Billing

The deployment is a signal you can use — not a permanent destination. Agents still see conversations organized by team, not by deployment.

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What Happens If No Rule Matches?

The conversation stays in the starting team's inbox with status Pending. Any available agent on that team can pick it up. Routing rules are optional — conversations always work even without any rules configured.

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What Is the Live Preview?

The Live Preview lets you test your chat widget from the admin panel without installing code on your website.

To use it: go to Settings → Deployments, select a deployment, and click Live Preview.

The preview runs the full real experience — it follows your routing rules, shows your surveys, and creates real conversations your agents can see and respond to in their inbox. Use it to verify your setup works exactly as expected before going live, or any time you change a survey, rule, or workflow.

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Quick Setup

For a new account:

Your account already has a default deployment and a General team. You can start the Live Preview immediately to test that chat is working.

To add Sales and Support routing:

1. Go to Settings → Teams — create a Sales team and a Support team, add your agents

2. Go to Settings → Surveys — create a pre-chat survey with department options

3. Go to Settings → Routing Rules — add rules that match on survey answer and route to the right team

4. Test in Live Preview before publishing

Or use the Quick Setup Wizard to walk through this automatically.

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How Many Deployments Can I Have?

The number of deployments depends on your subscription plan. Most businesses need only one. You would add a second deployment if you have a completely separate website or brand that should be managed independently.

To see your limit: Settings → Deployments.