The concierge’s AI nature is disclosed structurally: the chat header always shows “AI assistant
for” your brand name, on every render. The agent’s name — Account Concierge — is fixed; your
brand is what wraps it (the logo in the bubble and header, the brand accent, the sanitized
prose).
What it can answer
The concierge is deliberately bounded to onboarding — it’s not a support, sales, or billing agent, never quotes pricing, and never makes commercial commitments. Within that scope it can:- Answer from the account’s documents — it searches the documents shared with the account, the customer’s uploads, and the account’s knowledge, and can pull up the SOW and its status.
- Explain where things stand — what’s left to set up, what’s needed from the customer next. The empty state offers starters like “What do you need from me next?” and “Walk me through what’s left to set up.”
- Schedule time with your team — it proposes real open slots from the assigned teammate’s calendar and the customer picks one with a tap. It can never free-book a time the customer states; propose-then-pick is the only path.
- Bring your team in — it can notify the assigned teammate, escalate to the team, request a callback, or send over a summary of the conversation. These land with you in Slack or email.
How a conversation reads
- Streaming — replies stream in token by token; while the concierge is working, a quiet shimmer shows instead of a spinner.
- Tool work shows as one warm line per step, never raw output — “Searching your account docs” resolving to “Found 4 relevant passages,” “Checking your SOW,” “Letting Sam know.” A failed step reads “That didn’t go through.”
- Every message is timestamped — a relative time under each bubble (“2 minutes ago”), with the exact date and time on hover.
Uploads forwarded to your team
Customers can attach files to the chat (or drag them onto it). The concierge reads the file and drafts a hand-off: a summary plus any extracted fields, presented back to the customer as an editable review card.1
Customer attaches a file
The file is stored privately against the customer’s portal identity; the concierge reads it
(“Reading what you uploaded”).
2
Customer reviews the digest
A review card shows the drafted summary and extracted fields. The customer can edit the
summary before sending — nothing is forwarded without their confirmation.
3
It lands on the account
On “Send,” the file is bridged into the account’s documents on your side and the assigned
teammate is notified in Slack (falling back to email). The notification is footed with the AI
disclosure — composed by the Account Concierge, your brand’s AI assistant.
Where you see it
Conversations, escalations, and forwarded uploads surface to your team through your existing channels — Slack notifications, email, and the account’s documents. Scheduling requests resolve against the assigned teammate’s connected calendar, so a booked slot is a real event.Portal documents
Where forwarded uploads and shared documents live on both sides.
Chat-driven collection
For structured, multi-field asks, the concierge pattern scales up to a full guided flow.