Verel Coordinator · Email live · Voice intake in pilot

Verel Coordinator

An AI coordinator that routes your inbound work, enforces your compliance rules, and never acts on anything important without a human.

Email today. Voice intake next. Built around your rules, not ours.

Book a call See how it works

For insurance agencies, personal injury firms, mortgage brokers, financial services, and any lead-driven business where unlicensed staff cannot say certain things to customers.

Salah Eldin Elnabrawy, founder · Top Rated Plus on UpworkIn production: Verel Coordinator at a US financial services firmRuns on Salesforce, Velocify, Microsoft 365, Webex, Freshservice5.0 across verified Upwork reviews
The problem

The problem, in your words

01A coordinator reads every message by hand and decides who it belongs to. On a busy morning, that is the whole job. On a quiet one, it still is.

02The rotation lives in a spreadsheet, and everyone argues about it. The senior who should get two leads for everyone else's one gets whatever the sheet says.

03Follow-ups are tracked by memory. The one that slips is the one that mattered.

And the staff who answer are not always the staff who are licensed to answer.

How it works

Five steps. One gate.

Flagged for human reviewInboundarrives01Classified02Routed underyour rules03Compliancegate04Deliveredand logged05Decision log, with reasoning
  1. 01

    Inbound arrives

    A message lands from email, a form, or your CRM.

  2. 02

    Classified

    The system reads it and decides what kind of work it is: a lead, a client request, a vendor, or noise.

  3. 03

    Routed under your rules

    It goes to the right person under your actual allocation rules, not a default round-robin.

  4. 04

    Compliance gate

    Before anything reaches a customer, a separate check blocks restricted topics. Suspicious messages go to a person instead.

  5. 05

    Delivered and logged

    The work is delivered, follow-up is tracked to completion, and every decision is logged with its reasoning.

What it does

What it actually does

Your rules

Built around your rules, not ours

Configurable products handle round-robin. They do not handle one senior receiving two leads for everyone else's one, or the distinction between the original owner and a reassigned opener. We encode your actual rules, as written and as practiced.

Compliance works the same way. Prompt-level guardrails degrade over long conversations. Our output check does not. Nothing reaches a customer that your rules say it should not.

Where it runs

On top of the systems you already have

Named from the real deployment:

  • Salesforce
  • Velocify
  • Microsoft 365
  • Webex
  • Freshservice

Your CRM, your inbox, your ticketing. We do not replace anything.

Proof

In production today

Case study · In production

Multi-agent email coordinator for a US financial services firm

Before

Inbound leads and client email arrived into a shared inbox. A coordinator read every message, decided who it belonged to, and routed it by hand. Senior reps received leads under a weighted rotation that existed only in a spreadsheet. Follow-ups were tracked by memory. The firm operates under restrictions on what unlicensed staff may discuss with customers, so every outbound message carried regulatory exposure.

What we built

An agent system that classifies inbound email, routes it under the firm's actual rotation rules, including weighted allocation and the distinction between original lead owner and reassigned opener, and tracks follow-up to completion. Suspicious messages become IT tickets for human review rather than AI decisions. Every routing and messaging decision is logged with its reasoning.

The hard part

Compliance cannot live in the prompt. Instructions to a model degrade over a long conversation, so a separate validation layer inspects every output before it reaches a customer and blocks anything touching restricted topics. Prompt-level guardrails weaken. An output check does not.

Status

In production. Engagement expanded beyond original scope at the client's request, including a new module for their Salesforce and Webex workflow.

IntegrationsSalesforce, Velocify, Microsoft 365, Webex, Freshservice, hosted on the client's existing cloud.

Read the full case study
Channels

Email now. Voice next.

Email

Live

In production at a US financial services firm.

Voice intake

In pilot

The same engine. Calls are classified and routed the same way.

Arabic and English

Both

Including Gulf and Levantine dialects.

Deployment

What a deployment looks like

  1. 01

    Discovery

    2 weeks

    We map your rules and your systems.

  2. 02

    Build

    4 to 6 weeks

    We encode the rules, connect the systems, and test on traffic you have already handled.

  3. 03

    Pilot

    2 weeks

    Live on real traffic, with your team reviewing every decision.

  4. 04

    Handover

    You own it

    We run it, or you do.

Fixed price, agreed in writing before a dollar changes hands.

What it costs

ItemPriceNote
Coordinator deployment, email$12,000 to $25,000 fixedScope agreed in writing before work starts. Depends on integrations and rule complexity.
Coordinator, voice intakeFrom $18,000In pilot. Quoted after email is live.
Running and tuning$800 to $1,500 per monthHosting, monitoring, rule changes, support. Cancel with 30 days notice.
AI Audit$2,500 fixedReview of an existing AI deployment. Written findings in 10 days. Credited against a build if you proceed.

A fixed price in writing before a dollar changes hands

A 30-minute call, then a written plan and a fixed price within 3 days. If it does not fit, we say so.

Book a call
Fit

Who it is for, and who it is not

For

  • Companies of 50 to 200 people
  • Lead-driven: inbound work has a dollar value
  • Compliance rules on customer contact
  • Someone who owns IT or operations

Not for

  • Companies that need SOC 2 from the vendor
  • Teams wanting a self-serve tool
  • Anyone under ten people

Sound like your company?

Tell us how inbound work reaches your team today, and we tell you whether Verel Coordinator fits.

Book a call
Compliance

The compliance numbers

95%

rise in TCPA class actions, first half of 2025 against the same period of 2024

Source: IMS Compliance Insights
2,788

TCPA cases filed in 2024, up 67% on 2023

Source: TCPAWorld, Troutman Amin
$6.6M

average TCPA settlement reported for 2025

Source: IntuitionLabs

A system that logs every routing and messaging decision stops being a productivity tool. It becomes insurance. The figures are US; Gulf buyers face the same question under the Saudi and UAE personal data protection laws and their sector regulators: who said what to a customer, and why. The decision log is the answer.

Book a 30-minute call

We look at how inbound currently moves through your team and tell you whether this fits. If it does not, we say so.

Book a call
Questions

Frequently asked

Does the AI send anything on its own?

Routine routing and acknowledgements, yes, within the rules you set. Anything touching a restricted topic, a complaint, or a decision with money attached goes to a person first.

Can we change the rules ourselves?

Yes. Rules live in configuration your operations lead can read and edit, not inside a prompt. Larger changes are covered by the running and tuning plan.

What happens when it is unsure?

It stops and asks. Unclear or suspicious messages become a ticket for human review rather than a guess.

Do you need access to our data?

Read access to the inbox and CRM you want routed, and a sample of past messages to test against. It runs on your existing cloud. Nothing is used to train models.

What does it cost?

Email deployments are fixed price, $12,000 to $25,000 depending on integrations and rule complexity. Running and tuning is $800 to $1,500 per month. Both are agreed in writing before work starts.

How long until it is live?

About eight to ten weeks: two weeks of discovery, four to six of build, and two of pilot on real traffic.