Conversations, and when Vereli hands over to you

What a conversation looks like

A customer abandons a checkout. About an hour later — long enough that they have genuinely left, soon enough that they still remember the cart — Vereli sends one message identifying your store and what they left behind.

From there it depends on them:

• They reply with a question. Vereli answers from your store's actual data and they can check out from the same thread.
• They object on price. If you have set a discount ceiling, Vereli offers it — once, at your ceiling.
• They say they are not interested. Vereli acknowledges once and stops.
• They say STOP. It stops immediately and permanently, and confirms.
• They say nothing. Vereli follows up within the limit you set, then closes the conversation.

Where to watch it

The Conversations tab shows every conversation and its state, with the full message history. Nothing is hidden from you — if Vereli said it to your customer, you can read it.

When Vereli hands over

Vereli stops and emails you when it should not continue:

• The customer raises a complaint or makes a legal threat
• They ask something outside what cart recovery covers
• The AI is not confident enough in its own answer
• They ask for a human

When this happens the AI stops talking, immediately. The email is the courtesy; stopping is the point. A wrong answer to an upset customer is worse than no answer, so Vereli chooses no answer.

The alert goes to your weekly report recipients (Settings). It includes the conversation so far, so you have the context before you reply.

What Vereli will not answer

It will not answer support questions — "where is my order", returns, refunds. Those go to you.

That is a deliberate product boundary, not a gap. A tool trying to be both a sales assistant and a support desk is usually bad at both, and support volume is the thing most likely to overwhelm a small store. Vereli recovers revenue; your support path handles support.

Things customers do that surprise people

They reply days later. Vereli still recognises the thread, but a closed conversation stays closed — the reply reaches you rather than restarting an automated exchange.

They reply to the wrong message. If someone has more than one abandoned cart, Vereli matches the reply to the conversation it belongs to.

They buy without replying. Vereli checks order status immediately before every send, so a customer who has already purchased does not get a follow-up asking them to.