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The product in one paragraph

Vorel is a multi-tenant AI customer-service platform. Your customers call your number, message your WhatsApp, open the chat widget on your site, DM you on Instagram or Messenger, or email you. The agent answers in Arabic or English depending on what they speak, qualifies them, answers questions from your knowledge base, books appointments against your hours and rules, and writes the resulting lead and booking into your CRM. Every conversation is transcribed, categorized, measured against your SLA policies, and surfaced in a shared inbox your whole team works from. When the agent is out of its depth, it hands off to a human, on whichever channel that human prefers. The part that separates it from a chatbot: the agent is stateful. It holds one persistent memory per customer, assembled from every conversation they have had with you on any channel, plus your CRM, their bookings, their open cases and their consent history. That state is injected into every turn, so nobody has to introduce themselves twice. See Memory and state.

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What you get

Phone numbers

One or more numbers we provision, or your own ported numbers. Multiple numbers per workspace, with roles for inbound and outbound and per-number concurrency limits.

Messaging channels

WhatsApp Business connected directly through Meta, Instagram DM, Facebook Messenger, an embeddable web widget, and an email address the agent reads and answers.

A shared inbox

Every conversation across every channel in one place, with assignment, internal notes, @mentions, labels, priority, snooze, archive and search.

CRM integration

27 drivers covering the major CRMs, with per-tenant field mapping, appointment sync and CRM events that can drive automation.

Self-serve configuration

Persona, hours, signature and forbidden phrases, handoff rules, tools, categories, routing, SLA policies, CSAT and triggers are all editable in the console.

Analytics and quality

Conversation volume, funnels, QA scoring, SLA hit rates, CSAT results, cost per booking, and a natural-language workbench for questions the standard reports do not answer.

Team assistants

Telegram and WhatsApp assistants for your staff, plus an MCP endpoint any compatible AI client can connect to.

Public API and SDK

REST API at /api/v1/* with a full OpenAPI spec, a TypeScript SDK, and outbound webhooks.

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What Vorel is not

  • Not a flow builder. You do not draw decision trees. Intent routing and tool calling happen in the agent. You configure behaviour at the layer above: persona, rules, knowledge, tools.
  • Not a CRM. Your CRM stays the source of truth. Vorel reads from it and writes to it.
  • Not self-service signup. We onboard workspaces with our operator team, partly to get the configuration right, partly because regulated verticals need a real conversation about scope before launch.
  • Not a contact-centre BPO. Humans handle exceptions. The agent handles steady-state inbound.

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What a vertical pack means

Each vertical pack is a configuration bundle that ships:
  • A default agent name and tone for that industry, in English and Arabic
  • Suggested attribute keys for your offerings (real estate ships bedrooms / bathrooms / size_sqft; salon ships duration_minutes / category)
  • Signature phrases and forbidden phrases for the industry (clinic packs forbid diagnosis language)
  • Defaults for handoff triggers (clinics escalate on compliance questions, restaurants escalate on negotiation)
Your workspace inherits the pack when it is created, then any field can be overridden for your business. The eight packs available today: real_estate, real_estate_rental, salon, clinic, restaurant, auto_service, legal_intake, generic. New verticals are configuration, not code, and we add them on signed demand.

Browse the vertical packs

What each pack changes about the agent’s behaviour.

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How teams actually use it

You are not building anything. You are getting a working agent tuned for your industry, connected to your CRM, reachable on channels your customers already use. Day to day, your team:
  1. Works the inbox: picks up escalations, adds notes, assigns threads
  2. Corrects the agent when it gets a category or an answer wrong, which teaches it
  3. Fills knowledge gaps the platform surfaces each week
  4. Watches SLA and CSAT to see whether service is actually improving
If you want to go further, the API, webhooks and MCP endpoint are open.

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Where to go next

Quickstart

Take your first live conversation.

How it works

The path a conversation takes.

Channels

What each channel supports.

Security

How customer data is protected.