Add your users to the system, configure roles, preferences and options. See Configure Agents.
Create groups of users with unique settings, functions and purpose. See Configure Groups.
Set up the visitor's chat experience for each group based on your business requirements. See Workflows.
Configure routing rules to send visitors to the appropriate group of agents for help. See Group selection.
Pass in Custom Data from the website to the agents to be used as rule conditions for group selection and group re-selection workflow rules. This data is also available and the Engagement and Conversion reports. See Configuring custom data.
Configure the up-front questions asked of the visitors prior to chatting. See Pre-chat survey.
Configure routing rules to send visitors to the appropriate group of agents for help based upon the answers to the Pre-chat survey questions. See Group re-selection.
Determine what options are best suited to greet visitors when agents are unavailable. Choose from hiding the chat, displaying text, a survey, or routing to a url. See Unavailable.
Rank agents in tiers of priority to ensure all chats are handled. See Tiers.
Configure options routing chats to agents. Choose options for Auto-Routing and for queueing, including rerouting when agents don't respond and queue wait times. See Routing.
Configure the survey questions asked of the visitors after the chat and determine customer satisfaction. See Post-chat survey.
Configure the setting options for chat transfers. See Transfer chat.
Determine the length of time, if any, that a chat should linger with no activity prior to being automatically closed. See Exiting chat.
Ask questions of your agents regarding the content or result of the chat. See Agent survey.
Automatically send transcripts to specific email addresses, the participating agents and or visitor. See Post chat action.
Create answers to frequently asked questions agents can pull via keywords for ease of use and consistent messaging. See Canned responses.
Determine set hours when chat is not available, even if an agent forgot to log out. See Scheduling.
Select the color scheme and other design options for the visitor's chat window appearance. See the Design.
Configure account location information, Timezone, social media Links and agent options. See Account Settings.
Work directly through our interface to integrate a number of 3rd party enterprise software systems with Velaro Live Chat service. Set Single-sign-on options, or FTP information, for offloading transcript data. See Integrations.
Customize Enterprise security options, including HIPAA Compliance Mode and the GDPR transfer delete schedule. See Security.