iPad and Mobile Setup Guide for Velaro Agents

Overview

Velaro is designed to work on iPad and mobile devices. There are two ways to use Velaro on an iPad: the web app (installed as a PWA from your browser) and the native Velaro Agent app from the App Store. This guide explains both options, how notifications work, and which setup is best for different situations.

---

Option 1: Native App (Recommended for iPhone and iPad)

The Velaro Agent app is available on the Apple App Store and Google Play Store.

Benefits:

• Full push notifications — alerts arrive even when your screen is off or the app is in the background
• Native performance and gestures
• Works on iPhone and iPad
• Optimized for smaller screens

How to install:

1. Open the App Store on your iPhone or iPad

2. Search for "Velaro Agent"

3. Install and sign in with your Velaro credentials

Push notifications are enabled during the app setup flow. You will be prompted to allow notifications — tap Allow.

---

Option 2: Web App (PWA) on iPad — Safari

The Velaro web app can be installed as a Progressive Web App (PWA) on iPad using Safari. This gives you push notification support and a home screen icon.

> Important: Push notifications on iPad web require Safari and the app to be installed to your Home Screen. Chrome on iPad does not support web push notifications.

How to install (Safari on iPad):

1. Open Safari on your iPad and go to messaging.velaro.com (or your company's Velaro URL)

2. Sign in to your account

3. Tap the Share button (the box with an arrow pointing up, in the Safari toolbar)

4. Scroll down and tap Add to Home Screen

5. Tap Add to confirm

6. Open Velaro from the Home Screen icon going forward — do not open it from the browser

When you open Velaro from your Home Screen, it runs in standalone app mode. At that point:

• You will be prompted to allow notifications — tap Allow
• Push notifications will work even when your screen is off
• The app icon will look like the Velaro logo (matching the native app)

Installing with Chrome on iPad:

Chrome on iPad can also add pages to the Home Screen (tap the three-dot menu → Add to Home Screen). Once installed and opened from the Home Screen, notifications will work. Note that Chrome on iPad does not support web push natively in a regular browser tab — it must be installed to the Home Screen first.

---

How Notifications Work on iPad

With push notifications enabled (PWA or native app):

• Notifications arrive even when your screen is off
• Notifications arrive when you are in another app
• The notification includes a link — tap it to go directly to the conversation
• You do not need to keep the Velaro tab or app in the foreground

Without push notifications (regular browser tab):

• Notifications only work while the tab is active and your screen is on
• Modern browsers put inactive tabs to sleep after a few minutes — you will miss alerts during this time
• This is a browser performance feature, not a Velaro limitation

Recommended setup for iPad agents:

Scenario	Best Setup
Primary work device	Native app from App Store
Shared iPad / no App Store access	Safari PWA (Add to Home Screen)
Secondary monitoring	Either — push notifications keep you covered with screen off
Chrome-only environment	Install to Home Screen from Chrome (push works after install)

---

Checking Your Notification Status

On the Velaro web app, go to Profile → Status Page (or tap the connection indicator). Under Notification Delivery you will see:

• Whether browser notifications are enabled
• Whether background push is active
• A guide to enable push if it is not set up yet

If you see "Push notifications not supported in this browser," this means you are using a browser tab rather than the installed PWA. Follow the Add to Home Screen steps above.

---

Common Questions

Q: Do I need to keep the iPad screen on to receive notifications?

A: No. With push notifications active (either native app or PWA installed to Home Screen), notifications arrive when your screen is off. You will hear or see an alert just like a text message.

Q: Can I use both the native app and the web app at the same time?

A: Yes. Both can be open simultaneously. Notifications will arrive on whichever is receiving push — typically the one you were most recently active in.

Q: The tab says it went to sleep in the event log — will I miss chats?

A: If push notifications are active, no. Push is delivered by the browser/OS even when the tab is sleeping. If push is not active, yes — you may miss alerts while the tab is asleep. Enable push or use the native app to prevent this.

Q: My status changes to Away automatically — will I stop getting chats?

A: Yes — if Auto Idle is enabled for your account, you will be set to Away after a period of inactivity. This is intentional: it prevents chats from being routed to agents who are not actually present. If you are actively working, keep the app open and your status set to Available.

Q: Do notifications still work after my shift, when I'm not logged in?

A: No. Notifications only fire when you are logged in and your status is Available. If you are Away or Offline, new conversations will not be routed to you and you will not receive alerts.

---

Troubleshooting

Problem: "Notifications not supported in this browser"

• You are using a browser tab, not the installed PWA
• Fix: Follow the Add to Home Screen steps in Safari above

Problem: "Background push not active"

• Notifications are enabled but push subscription was not established
• Fix: Refresh the page. If it persists, log out and back in, then re-enable notifications when prompted

Problem: The Home Screen icon looks like a big dot

• This is a display issue with older cached icons
• Fix: Remove the app from your Home Screen and re-add it — the correct icon will appear after the latest update

Problem: Notifications stopped arriving

• Check your iPad Settings → Notifications → Velaro (or your browser) → ensure notifications are allowed
• Check that your status in Velaro is set to Available

---

For additional help, contact your Velaro administrator or reach out to Velaro support.