Canonical URL: https://chargezen.com/concierge/features/phone-calls

Answers the phone

# It picks up the phone, and knows who is calling.

Concierge answers calls live, recognizes customers, looks up their orders and gets things done while they wait. When a person should take over, a teammate joins the call with one tap.

[Start Concierge](https://admin.chargezen.com/signup?product=concierge)

Live

natural conversation

One tap

for a teammate to join

Recorded

by your rules, with notice

The problem

Phone calls are where customers are most upset and teams are most stretched. Missed calls turn into bad reviews, and calls that do get answered vanish from the record. Concierge answers every call, remembers it, and brings in your team when it should.

Capabilities

## What it does.

### Answers every call

No hold music, no phone tree. Callers just talk.

### Knows the caller

Recognizes customers by number and pulls up their orders and history.

### Teammates join in

Concierge introduces your teammate, then hands the call over smoothly.

### Recordings by your rules

Record calls only where your policy allows, with notice to callers.

Step by step

## How it works.

1

### A customer calls

Concierge answers on your business number.

2

### It handles the request

Order status, changes, refunds within your rules, and questions.

3

### A teammate joins if needed

One tap to join; Concierge introduces them to the caller.

4

### The call is remembered

Notes and next steps are there when the customer texts later.

Outcomes

## What you get.

### No missed calls

Every caller gets help, even after hours.

### Your team when it counts

People step in for the calls that need them.

### Calls on the record

Nothing said on the phone gets lost.

## Common questions

### Can Concierge answer phone calls?

Concierge answers calls live, recognizes customers, looks up their orders and gets things done while they wait. When a person should take over, a teammate joins the call with one tap.

### How does it work?

A customer calls: Concierge answers on your business number. It handles the request: Order status, changes, refunds within your rules, and questions. A teammate joins if needed: One tap to join; Concierge introduces them to the caller. The call is remembered: Notes and next steps are there when the customer texts later.

### Does Concierge follow my rules?

Yes. Concierge only uses the tools and data you grant, answers from information you approve, asks for approval before consequential actions and keeps a record of every step. A teammate can take over any conversation.

### How much does Concierge cost?

Concierge Starter is $20 a month with 20,000 credits. Pro is $199 a month with 199,000 credits, or $1,990 a year. Phone and text charges are billed as used, and you can connect your own OpenAI or Anthropic account.

Related

## Explore more of Concierge.

[

### Every channel

Web chat, text, WhatsApp, email, Slack, Telegram and phone.

](https://chargezen.com/concierge/features/every-channel)[

### Works in your team inbox

Shares one inbox with your team and hands off with the full story.

](https://chargezen.com/concierge/features/team-inbox)[

### Approvals and audit trail

Asks before big moves and keeps a record of every step.

](https://chargezen.com/concierge/features/approvals)

## Put a digital employee to work.

Concierge answers your customers, runs back-office work on its own computer and gets better every week. See it on your own store.

[Start Concierge](https://admin.chargezen.com/signup?product=concierge)[Back to Concierge](https://chargezen.com/concierge)