Vavo AI assistant

Summary

Vavo is Bitvavo’s digital assistant, available 24/7. It’s trained to answer questions specifically related to the Bitvavo platform — from crypto deposits and withdrawals to verification status and transaction details. If you're logged in, Vavo can check some account data (like your order history or transaction status) in a safe and secure way to assist you faster. If your issue is too complex or Vavo can’t fully resolve it, a support ticket will be created automatically. One of our agents will follow up with you as soon as possible.

How to start a chat with Vavo

You can start a conversation with Vavo via the Bitvavo app or the website. Below are the steps for each.

App 📱 Website 💻

1. Open the Bitvavo app.
2. Go to the profile menu by tapping the icon in the top-right corner.
3. Tap "Vavo AI assistant" to start a conversation.
4. You’ll receive help right away based on your question.
5. If Vavo can’t solve it, a ticket will be created for the support team.
6. Want to learn more? Visit our help page.

1. Log in to your Bitvavo account or go to support.bitvavo.com.
2. You’ll see a chat icon 💬 at the bottom-right of the page.
3. Click the icon to start a conversation with the Vavo AI assistant.
4. The assistant will help you immediately based on your question.
5. If Vavo can’t help, a ticket will be created for a support agent.
6. Want to learn more? Visit our help page.

What can Vavo help you with?

Vavo is trained using Bitvavo’s own content and knows the answers to many common questions, including:

1. Everything in our FAQ: [e-mail];

2. Information from Bitvavo’s public pages, such as:

   • Status page

   • Network page

   • Bitvavo blog

   • Markets

   • Fees

3. The status of your fiat and crypto transactions;

4. The status of your ID or IBAN verification;

5. Open and completed orders in your account.

Warning: Vavo can only access your personal account data if you are logged in when starting the chat.

How to get the best results from Vavo?

To help Vavo understand your question quickly and correctly, it’s best to: Ask clear and detailed questions, like “Where is my Bitcoin withdrawal from May 2?” instead of just “Where’s my crypto?” Include dates, currencies, or amounts when relevant. If you're not satisfied with Vavo’s answer, just type something like “Can I speak to someone?” — Vavo will create a ticket and forward it to the support team.

Tip: Vavo works best when your questions are specific and well explained — just like with any AI assistant.

Frequently asked questions

What if Vavo doesn’t understand my question?

If Vavo can’t help you, it will automatically create a support ticket. A Bitvavo agent will then get back to you via email.

Can Vavo see my transactions or account details?

Yes, but only if you're logged in when you start the chat. In that case, Vavo can access your order history, crypto and fiat transaction statuses, and verification progress.

Is Vavo available at all times?

Yes! You can reach Vavo 24/7 through the app or the website.

Can I skip Vavo and talk to a support agent directly?

Vavo will always try to help first, but you can ask to speak to an agent at any time. A ticket will be created automatically for you.