Workflows

The Workflow controls are accessed from the Account Setup option of the Profile MenuTo configure Workflows, go to Account Setup > Workflows (https://app.velaro.com/#/admin/workflows).

The workflow is the sequential stages of the visitor and agent experience in the process of a chat. Each stage provides options for customization. Once agents and other users have been added to the system and assigned to groups, the workflow can be designed. A workflow is available for each group.

This article provides an overview of the Basic Workflow and Advanced Workflow, and provides links to in-depth articles for each stage. Note that some stages of Advanced Workflow are only available with advanced workflow licensing.


Basic Workflows


Basic Workflow Stages

#StageDescription
1Pre-chat survey

Provides a survey builder to configure a pre-chat survey per group.

See Pre-chat survey.

2Unavailable

Settings to control the customer experience by group when an agent is unavailable to chat.

See Unavailable.

3Post-chat survey

Provides a survey builder to configure a pre-chat survey per group.

See Post-chat survey.

4Agent survey

Provides a survey builder to configure a pre-chat survey per group.

See Agent survey.

5Transfer chat

Settings that control chat transfer between agents and groups.

See Transfer chat.

6Post-chat action

Settings that control the emailing of transcripts after the chat has ended.

See Post chat action.


Advanced Workflows


Advanced Workflow Stages

#StageDescription
1Group selection

Provides a rule builder to assign a chat to a group based on any visitor monitoring or custom page data that has been passed into Velaro.

See Group selection.

2Pre-chat survey

Provides a survey builder to configure a pre-chat survey per group.

See Pre-chat survey.

3Group re-selection

Provides a rule builder to allow the reassignment of a chat to another group based on the responses to the pre-chat survey

See Group re-selection.

4Unavailable

Settings to control the customer experience by group when an agent is unavailable to chat.

See Unavailable.

5Tiers

Settings that allow agents to receive chats in a specific order within a group.

See Tiers.

6Routing

Settings for whether chats are routed automatically, or if agents must accept chats for a group. Includes rule settings that guide the routing, e.g.: timeout, type of routing algorithm etc.

See Routing.

7Post-chat survey

Provides a survey builder to configure a pre-chat survey per group.

See Post-chat survey.

8Agent survey

Provides a survey builder to configure a pre-chat survey per group.

See Agent survey.

9Transfer chat

Settings that control chat transfer between agents and groups.

See Transfer chat.

10Exiting chat

Settings that control rules to automatically close a chat after a period of inactivity per group

See Exiting chat.

11Post-chat action

Settings that control the emailing of transcripts after the chat has ended.

See Post chat action.