This page tracks platform updates, new features, and improvements shipped to the Velaro platform. For questions about any feature or to discuss your specific configuration, contact support@velaro.com.

June 28, 2026

Cookie Consent and Privacy

Velaro has enhanced its cookie consent compatibility across the widget lifecycle. Support for consent management platforms has been expanded and made more stable and accurate across all CMP configurations, including OneTrust, Cookiebot, Osano, Termly, CookieScript, and Usercentrics.

Two key boot-time configuration flags are available for accounts that require consent-first behavior:

• deferLoadUntilInteraction: holds all widget activity, network calls, and storage until the visitor actively opens the chat. Nothing runs until the visitor initiates a conversation.
• privacyConsent: accepts a consent signal from your CMP directly, letting you pass the visitor's existing consent state into the widget without waiting for a secondary event.

Widget framing and loader behavior have been hardened to work with greater stability and accuracy across consent management configurations.

CSP nonce support, which allows the widget to load on sites with strict Content Security Policy headers without requiring domain allowlisting, is now available on all subscription plans, not just Enterprise. See Content Security Policy and the Velaro Chat Widget (KB 772) for setup guidance.

For full CMP configuration guidance by platform, see Using Velaro with a Cookie Consent Platform (KB 781).

Agent Console Accessibility (WCAG)

The Velaro chat widget has met WCAG 2.1 AA standards for keyboard navigation, focus management, color contrast, and screen reader compatibility. This release continues that work with additional improvements to pre-chat form accessibility and widget frame focus handling.

On the agent console side, targeted improvements include corrected ARIA attribute management on modal dialogs, improved keyboard focus flow when overlays open and close, and enhanced contrast across reporting chart tooltips in both light and dark console themes. Focus indicators in both themes meet or exceed WCAG 2.1 minimum contrast ratios.

Push Notifications for Non-Desktop Users

For agents who do not run the Velaro Desktop app (KB 193) (which we strongly recommend for the best experience), we have continued to improve push notification reliability in the browser-based console.

The Velaro Desktop app gives us control over the application process directly: it can maintain persistent connections, prevent the session from going idle, and ensure that chat alerts always reach the agent regardless of what other applications or windows are in focus. Browsers, by design, apply background throttling and tab-level resource limits as a security and performance control that neither Velaro nor any other web application can override. This is intentional behavior at the OS and browser level.

For agents working in the browser console, this release further hardens the push notification path when the agent's tab is backgrounded, minimized, or the machine is idle. The connection presence model has been made more resistant to browser-imposed tab freezing and network throttling so that chat alerts reach agents more reliably in those conditions. Additionally, agents will now be alerted when their connection experiences an interruption on their end that is unrelated to Velaro infrastructure, so they can take action before it affects their availability.

Geographic Location and IPv6

Velaro now fully supports IPv6 visitor addresses across all visitor tracking, geographic location identification, and agent login location recording. Customers accessing the platform over IPv6 networks, including those routed through Azure Front Door's dual-stack layer, are correctly identified and attributed. Inability to perform IP geolocation lookups due to address space protections are handled cleanly, giving your team accurate visitor location data without noise from unresolvable ranges.

Agent Dashboard and Availability Display

The agent list and engagement panel now refresh more rapidly for supervisors and colleagues monitoring availability. Availability status is still guaranteed and stable from the agent's perspective; this improvement makes the real-time view more responsive so other agents and supervisors see who is available without delay.

The notification panel has also been updated to include a direct action to open an incoming conversation directly from the OS-level alert, without navigating back to the console window.

Transcript Export

Conversation transcript exports have been hardened against race conditions and encoding issues that could produce malformed files under certain export patterns. Exports across all report types are now more consistent and reliable.

SQL Server Transcript Delivery

For accounts that leverage SQL Server posting of transcripts, delivery error reasons are now surfaced with full visibility in platform logs, making it faster to diagnose and resolve configuration issues without needing to open a support ticket.

Velaro Desktop App Version 6.0.93

The Velaro Desktop app has been updated to version 6.0.93 with security hardening and stability improvements, including a resolution for a startup issue that caused a white screen on launch in certain Windows environments and improvements to the update delivery path to prevent re-installation loops when upgrading from earlier versions. Download the latest version for Windows.

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June 17, 2026

Reporting and Analytics

NPS and Satisfaction Reporting

Velaro's satisfaction scoring uses a numeric scale where scores of 9 to 10 indicate a positive or promoter response, scores of 7 to 8 indicate a neutral or passive response, and scores of 1 to 6 indicate a detractor or at-risk response. These color bands appear in leaderboards, contact trend views, and the satisfaction overview.

For accounts using the satisfaction report, Velaro also maintains an Exponentially Weighted Moving Average (EWMA) score alongside the all-time average. The EWMA applies 30% weight to the most recent conversation and 70% to prior history, so the score reflects how the relationship feels right now rather than its full historical baseline. When the EWMA score is trending down, the contact is flagged for follow-up.

Contact support@velaro.com for questions about your satisfaction report configuration.

Time zone support across all reports

Report data is now viewable in your local time zone rather than UTC. Configure your preferred time zone in your profile settings and all reports will reflect your local time.

Chat turns and bot turns in conversation reports

Conversation reports now show the number of turns handled by automation versus a live agent. This lets you measure bot containment rates, understand where handoffs happen, and identify workflows where the bot is resolving more or fewer conversations than expected.

Scheduled report improvements

Scheduled reports now deliver faster with improved queue handling for high-volume accounts.

Routing and Rules

The routing rule interface has been updated with a clearer visual layout for multi-condition rules. AND and OR logic groups are now visually distinct, making it easier to read, edit, and audit complex routing configurations at a glance. You can now see at a visual level exactly which combination of conditions routes a visitor to which group or agent, and verify changes before applying them.

For automatic re-routing, idle escalation, and availability-based fallback behavior, see Smart Routing and Idle Escalation (KB 828) and Automatic Chat Re-Routing (KB 827).

Security

Hardened password security and MFA

Password security controls have been strengthened with enhanced multi-factor authentication options for agent and administrator accounts. Authenticator app support has been expanded, and administrators can now enforce MFA at the session level across the workspace.

Widget and Chat

Widget performance and rendering compatibility have been improved for faster load times across modern browsers. Widget customization options have been expanded, including additional appearance controls that give your team more flexibility over how the chat launcher and popout look on your site.

Console as a Standalone App

The Velaro agent console can be installed as a standalone application directly from your browser using the Progressive Web App install prompt. Look for the install icon in your browser's address bar when logged in, or open your browser's menu and look for an "Install" or "Add to Home Screen" option.

Once installed, the console opens in its own window with OS-level integration: it appears in your taskbar or dock, supports native notifications, and behaves like a dedicated application rather than a browser tab.

While we still recommend the browser-based console for desktop users, the PWA install is particularly useful on iPad and other tablets where a dedicated app icon and full-screen mode make a significant difference in the experience. It also works on Android and iOS home screens and can be used on Windows, macOS, and ChromeOS desktops as an alternative to keeping a pinned browser tab.

Platform

Infrastructure updates, performance optimizations, and reliability improvements across all platform services.

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May 2026

Security

Security scanning across the platform has been enhanced, with improvements to static analysis coverage across all services and continuous integration pipelines. Dependency versions across .NET runtime components, cryptographic libraries, and JavaScript package trees have been updated to current supported versions.

Agent Console

Console dashboard column widths and layout have been stabilized so the interface no longer shifts or reflows when agent status changes in the panel. Columns hold their position regardless of status updates happening in real time.

Updated console icons across the interface are more immediately recognizable. Both the light and dark themes have been refined, with particular attention to contrast and icon clarity in dark mode.

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April 2026

Widget Appearance and Customization

Widget appearance controls have been expanded with additional theming options. Administrators can now apply branded color schemes across the chat launcher, popout header, and pre-chat form. Both light and dark base themes are supported, with per-account color overrides available for primary colors, button styles, and header backgrounds.

Mobile Visitor Experience

The widget experience for visitors on mobile devices has been improved, including better layout handling on small screens, more reliable touch interactions on the chat launcher and pre-chat form, and improved scroll behavior inside the chat window on iOS and Android.

For customers on the Velaro messaging platform, native iOS and Android apps are available for agents handling conversations across channels. The messaging platform also supports multiple concurrent channels including web chat, SMS, and more, all managed from a single inbox.

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March 2026

Bot Performance and Survey Display

Bot response speed has been improved across all workflow types, with faster turn resolution for both AI-powered and rules-based bot nodes. Post-chat and in-conversation surveys triggered within bot workflows now display more consistently, including correct rendering of survey choices within the bot message flow rather than as separate elements outside the conversation thread. See Bot Surveys and Data Forms: Display Timing and Layout Changes (KB 845) for the full details and how to test it in your own bot.

Push Notifications Foundation

The push notification architecture was updated to support multi-instance agent sessions reliably, ensuring that agents logged in from multiple tabs or devices receive correctly deduplicated alerts. The web push subscription management layer was rebuilt for improved reliability and reduced log noise.

Routing Improvements

Routing logic improvements were made to how the platform evaluates agent availability and group membership in real time. Routing decisions now account for more current agent state, reducing cases where a visitor is routed to a group with no available agents when an agent is actively transitioning availability status.