## Overview

The **e-commerce lifecycle** connects external platforms — **Kiwify, Hotmart, Nuvemshop and Shopify**
— so that sales events arrive inside your support. When something happens on the external platform
(abandoned cart, PIX/boleto generated, purchase approved, declined or refunded), ConversaLabs receives
the **webhook**, normalizes the event, and shows a **card in the customer's conversation**, with
payment data when available.

With this, you recover sales without switching tools: the team sees the purchase stage right in the
conversation and can trigger automatic **Follow-ups** to win back anyone who didn't complete.

## Prerequisites

- The **Catalog & Commerce** module enabled and permission to configure commerce sources.
- Access to the external platform (Kiwify, Hotmart, Nuvemshop or Shopify) to set up the webhook.
- For automatic recovery: the **Follow-ups** module configured with event-triggered sequences.

## Step by step

1. In the **Catalog & Commerce** area, create a **commerce source** for the desired platform.
2. Copy the **webhook URL** generated for that source and set the **verification secret** when the
   platform requires one.
3. Paste the URL into the external platform's panel (or use **automatic registration** when available,
   for example on Kiwify and Nuvemshop).
4. Make a test sale (or a test cart) to confirm the event arrives.
5. See the **event card** appear in the customer's conversation, with items, amounts and the
   payment link/data depending on the stage.
6. Set up **event-triggered Follow-ups** (for example, "abandoned cart") to recover the sale
   automatically.

## Settings & options

- **Commerce source**: one per platform, with its own webhook URL and verification secret.
- **Automatic webhook registration**: available on some platforms (e.g. Kiwify and Nuvemshop); on the
  others, setup is manual in the platform's own panel.
- **Event card**: shows the purchase stage and, when the platform exposes it, PIX/boleto data and the
  checkout link.
- **Commerce variables**: data from the latest event is available for use in Follow-up messages
  (payment link, amount, PIX/boleto code, etc.).

## Use cases

- **Abandoned cart**: triggers a Follow-up sequence reminding the customer to finish.
- **Pending PIX/boleto**: resends the payment code and follows up until confirmed.
- **Approved purchase**: confirms with the customer and unlocks the next support step.
- **Refund/decline**: alerts the team to handle the case right in the conversation.

## Tips, limits & best practices

- **What each platform exposes varies**: some send the **PIX code and the boleto line** in the event
  (full recovery inside the conversation); others only provide the **checkout link** — in those cases,
  the card shows the link for the customer to complete.
- **Amounts and formats differ per platform**: ConversaLabs normalizes each event; you don't need to
  worry about conversion — the card already displays the correct amount.
- **Verification secret**: keep it configured so only legitimate events from the platform are accepted.
- Combine with Follow-ups to automate recovery instead of relying on manual action.

## Troubleshooting

- **The event doesn't appear**: check that the webhook URL was pasted correctly into the platform and
  that the verification secret matches.
- **I don't see PIX/boleto on the card**: not every platform exposes that data; when it doesn't, the
  card carries the checkout link.
- **Duplicate events**: the platform handles repeats of the same event; if something looks off, check
  whether more than one webhook is configured for the same source.

## See also

- [Catalog & Commerce overview](/hc/ajuda/articles/catalog-commerce-overview-en)
- [Send a product and receive orders in the conversation](/hc/ajuda/articles/catalog-commerce-enviar-produto-pedido-na-conversa-en)
- [Native catalog: products, categories, images and prices](/hc/ajuda/articles/catalog-commerce-catalogo-nativo-en)