Understanding the Platform

What is Velaro?

Velaro is a customer engagement platform that connects organizations with their customers across digital channels. It provides tools for real-time communication, including live chat, visitor monitoring, and CRM integrations.

This handbook focuses on the live chat experience for agents, guiding you through logging in, managing availability, handling conversations, and using features designed to maintain strong customer satisfaction.

About this Handbook

This guide is written for agents who use Velaro to handle live chat conversations.
It covers core agent functions, logging in, managing availability, participating in chats, and using tools such as canned responses, visitor details, and integrations.

For information about other user roles, see the User Roles Overview article.

Logging in and getting started

To access Velaro you will need to navigate to https://app.velaro.com in any browser window and enter your username and password. 

When you log in for the first time, your status is automatically set to Available, which means you can start receiving chat requests right away.

Your availability status is located under your avatar in the top-right corner of the console:

• A green dot under your avatar means you’re Available.
• A red dot means you’re Unavailable.

To change your status, click your avatar and select Switch to Available or Switch to Unavailable from the dropdown menu. This same menu also provides access to your profile settings and logout option.

Forgotten Password

To reset your password open the Velaro application or go to http://app.velaro.com in any browser to click the reset password link below the user id and password fields as shown here:

You will be asked to enter your user email address. Shortly, you will receive an email from noreply@velaro.com with a link to reset your password. see: Forgotten Password

Maintaining availability

Your availability determines when you can receive chats. At least one agent must be Available for live chat to appear online for visitors.

Available Status:

• You can receive new chat requests.
• You can access real-time visitor monitoring.
• Use this during your active chat hours.

Unavailable Status:

• You won’t automatically receive chats.
• You can still manually join ongoing or queued chats.
• Use this when stepping away briefly.
• Log out completely when leaving for the day.

Note: If you’re not receiving any chats, check your availability first, it’s the most common cause.

When all logged-in agents are Unavailable, the website shows an offline message, allowing visitors to leave a message instead of starting a chat.

Chatting as an Agent

All active chats are managed in the Engagement section of the Control Panel.
Here’s a breakdown of the key areas you’ll use:

Engagement Screen 

As an Agent, you’ll participate in chats within the Engagement section of the Control Panel which you can find in the header navigation. Below you’ll find the components of the Engagement section explained:

1. Message Input Box

Type your responses here.

• Use # to access canned responses and tags.
• The toolbar lets you transfer or invite another agent, email the transcript, upload a file, or push a URL.
• You can also choose who can see your messages when multiple agents are in the same chat.

2. Conversation Panel

Shows all messages in order, including who sent each one (you, another agent, the visitor, or the system).

3. Exit Chat Button

Click Exit Chat when a conversation ends. This closes and archives the transcript. If you’ve reached your concurrent chat limit, exiting frees a slot for a new one.

4. Visitor List

Located on the left panel, this lists active visitors and those waiting in queue.
You’ll receive visual and audio alerts when new chats arrive.

5. Visitor Information Panel

• Appears on the right during active chats.
• Shows visitor details and metadata such as location, current page, and survey responses.

6. Integrations List Dropdown

If your organization uses a connected system (like a CRM), you can view or update records through this dropdown. Select the integration to view, edit, or archive related chat data.

Tips for Providing Great Chat Service

Stay Responsive

Visitors expect quick replies. If resolving an issue takes time, let them know you’re still working on it — this keeps the conversation positive.

Use Canned Messages Wisely

Canned messages save time when responding to common questions.
Type # followed by the tag name to insert one.
They’re created under Admin > Canned Messaging.
If you have ideas for new messages, suggest them to your manager so your team can share them.

Use Visitor Information

Check the Visitor Info panel for context like their location and the page they’re on. This helps personalize your assistance and resolve issues faster.

Keep It Personal

Avoid sounding scripted. Adjust your tone and phrasing based on the visitor’s message. You can always edit a canned response before sending it to make it more natural.