Velaro believes in creating the best possible solutions for our customers—and yours. Once you’ve added users to the system and assigned them to the appropriate groups, Velaro can start configuring what your customers see as they engage with your agents.

The workflow section shows us a chronological list of stages the customer will go through in the process of chatting. These contain options for customization at each stage to make sure your customer’s path looks exactly how you want it. Some features require our advanced routing package, so they may not be available for all accounts. If your account doesn’t have these features, skip the sections below marked Advanced.

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1 & 3: Group Selection (Advanced)– Group selection allows Velaro to use information we know about the customer to automatically route them to a particular group. In stage one, this usually includes what page they were on, their physical location, and any other automatic information we have about the user that would help identify their intended department. (E.g. customers chatting from the FAQ page AND located in MD should be routed to the Northeast Customer Support Group.)

 

For Group re-selection in stage three, we can also use information about the customer’s pre-chat survey responses to help route them to the right department. For example, if answer to question 1 is A or B AND if answer to question 2 is > than $10,000, reroute customer to Sales.

 

2, 4, 7 & 8: Surveys – Surveys allow you to capture information from your visitors at different stages.

 

5: Tiers (Advanced) – Tiers allows setting preferred agents to receive chats within a certain group. If, for example, Agent 1 and Agent 2 are supposed to get chats before Agent 3, who is just handling overflow, Agent 3 would be placed in Tier 2.

 

Settings can vary per group, so be sure to select the group from the drop-down menu if you have more than one group. You can have an agent be in lower tiers in one group and higher tiers in another, allowing agents to help back up other groups during high traffic events.

 

Drag and drop agents into the tiers or move them via the Move to drop-down menu

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6: Routing – This section allows you to choose whether chats are routed automatically, or if agents must accept chats. It also includes the rules that guide the routing such as timeout time, type of routing algorithm etc.

 

Settings can vary per group, so be sure to select the group from the drop-down menu if you have more than one group.

 

More detailed information can be found in our Routing Article.

 

9: Transfer Chat – Allows you to define rules related to transferring chats.

 

Settings do not vary per group. These apply to the entire account.

 

  • Only allow transfer to same group: Only agents within a specific group can transfer chats internally.
  • Show all Agents – Whether or not they are logged in and available
  • Show Available Agents – Only logged in and available agents will be shown as transfer options (default)
  • Auto Transfer Unanswered Chats – Reroutes to another if the agent who receives the chat does not respond within X minutes.

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10. Exiting chat (Advanced) – This setting allows you to configure an email to forward all chat transcripts upon close and to configure auto-close settings for idle chats.

 

Settings can vary per group, so be sure to select the group from the drop-down menu if you have more than one group.

 

Options:

 

  • Email chat transcripts upon submission
  • Auto-close chats when both agent and visitor do not respond in X minutes

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