power-automate-guide
The Microsoft Power Automate integration connects Velaro to Microsoft 365 and hundreds of other services using automated flows that trigger on Velaro events or take action inside Velaro from other tools.
What the Power Automate Integration Does
Velaro's Power Automate connector lets you use Velaro events as flow triggers and Velaro actions as flow steps. When a conversation resolves, a CSAT score is submitted, or a form is filled out, Power Automate can route that data to SharePoint, Teams, Outlook, Dynamics 365, or any other connected service. You can also take action inside Velaro — sending messages, creating contacts, or tagging conversations — from other Microsoft 365 flows.
Requirements
- A Microsoft 365 account (business or enterprise plan)
- Velaro account with integrations access
- Power Automate license (included with most Microsoft 365 plans)
How to Connect
1. Open Power Automate at flow.microsoft.com.
2. Click Create → Automated Cloud Flow.
3. In the connector search, type Velaro and select the Velaro connector.
4. Choose a trigger event (see below).
5. When prompted to sign in, authenticate with your Microsoft 365 account. Power Automate will then prompt for your Velaro credentials to complete the OAuth connection.
6. Add action steps to your flow.
Available Triggers
| Trigger | When It Fires |
|---|---|
| Conversation Resolved | An agent or bot marks a conversation as resolved |
| CSAT Submitted | A customer submits a satisfaction rating after a conversation |
| Form Submitted | A visitor submits a chat or web form connected to Velaro |
Available Actions
| Action | What It Does |
|---|---|
| Send Message | Posts a message into an open Velaro conversation |
| Create Contact | Creates or updates a contact record in Velaro CRM |
| Add Tag | Adds one or more tags to a Velaro conversation |
Common Use Cases
Resolved conversation → SharePoint list row
Trigger: Conversation Resolved → Action: Create item in SharePoint list. Fields: agent name, conversation duration, channel, CSAT score, tags. Builds a conversation log that your team can filter and analyze in SharePoint or Power BI.
Low CSAT → Teams alert
Trigger: CSAT Submitted (condition: rating ≤ 2) → Post message in Teams channel. The message includes the conversation ID, customer name, rating, and a link to the conversation in Velaro. Your team can act on negative feedback immediately.
Form submitted → Outlook email to team
Trigger: Form Submitted → Send an email (V2) via Outlook. Sends a formatted email to your team distribution list with the form fields as the body. Useful for intake forms that need human review.
New Dynamics 365 lead → Velaro contact
Trigger: When a record is created in Dynamics 365 (Leads) → Action: Create Contact in Velaro. Keeps Velaro CRM in sync automatically as your sales team adds leads in Dynamics 365.
Troubleshooting
Velaro connector not appearing in Power Automate
Search for "Velaro" in the connector gallery at flow.microsoft.com. If it does not appear, your Microsoft 365 organization may have restricted third-party connectors. Ask your Microsoft 365 admin to approve Velaro in the Power Platform admin center under Data Policies.
Flow fails with "connection unauthorized"
The Velaro OAuth token stored in your Power Automate connection may have expired. Go to Power Automate → Data → Connections → Velaro → Repair. Re-authenticate to refresh the token.
Trigger is not firing for new events
Power Automate polling triggers check for new events on a schedule. Depending on your Microsoft 365 plan, the polling interval may be 5–15 minutes. If you need faster response, use the webhook-based trigger option if available, or supplement with a Velaro Make.com webhook for real-time events.
Send Message action fails
The target conversation must be open when the action runs. If the conversation was resolved before the flow completed, the Send Message action will fail. Add a condition step to verify conversation status before sending.
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