Omnichannel

Every channel.
One agent inbox.

Your customers reach out on chat, WhatsApp, email, Facebook, Instagram, and SMS all at once. Your agents shouldn't need seven tabs to handle them. With Velaro, they don't.

Live Chat
WhatsApp
Email
Facebook
Instagram
SMS
Velaro Unified Inbox
Sarah M.
Can I change my delivery date?
now
James T.
Order hasn't arrived yet
2m
Lisa K.
Invoice #8821 question
5m
Mark R.
Hi, need help with returns
8m
8+
Channels Unified
1
Agent Inbox
40%
Faster Resolution
100%
Unified History
Capabilities

Built for how your customers actually reach out

Each channel has its own quirks. Velaro normalizes them into one experience for agents while preserving native feel for customers.

Unified Agent Inbox
Every channel lands in one queue. Agents work in a single interface - no tab switching, no context loss, no missed messages from secondary channels.
Cross-Channel History
Customer contacted you via chat last week and now replies via WhatsApp? Agents see the full thread - all channels, all time - in one timeline.
Smart Omnichannel Routing
Route conversations by channel, skill, language, and availability. WhatsApp goes to mobile-trained agents; technical tickets go to Tier 2 - automatically.
Bots Across All Channels
Deploy the same AI bot flows on chat, WhatsApp, and Facebook. One bot build, consistent deflection across every channel you support.
Unified Analytics
See CSAT, handle time, and queue depth per channel and across all channels. No more separate dashboards for email and chat.
Channel Handoffs
Start on chat, continue on email, finish on WhatsApp - with full context preserved. Customers never have to repeat themselves.
Routing Rules - All Channels
IFWhatsApp + language = Spanish→ Team: ES Support
IFEmail + tag = billing→ Team: Finance
IFChat + page = /checkout→ Agent: Sales
IFInstagram + keyword = return→ Bot: Returns Flow
IFSMS + wait > 90s→ Priority: HIGH
Intelligent Routing

The right agent for every
channel and customer

Routing rules span every channel. One rule engine, one dashboard to manage, zero inconsistency - your team handles what they're trained for on every channel.

  • Route by channel, language, skill, or keyword
  • Priority escalation for long-wait conversations
  • Bot-first for common queries, agent escalation on demand
  • Round-robin or load-balanced distribution
  • SLA timers track across all channels, not per-channel
"We went from 6 separate tools for chat, email, SMS, and social to one Velaro inbox. Our agents' handle time dropped 40% in the first month."
Director of CX - Retail brand, 80 agents
"Customers escalating from WhatsApp to email now get picked up where they left off. We removed the 'can you describe your issue again' step entirely."
VP of Support - Financial services
"Routing WhatsApp messages to our Spanish-language team automatically was a two-minute setup. Previously that required a whole separate system."
Head of Operations - Insurance company

Stop managing 7 tools. Start using one.

Unify every channel your customers use into a single agent experience - in days, not months.