--- title: "FAQ: Concierge docs | Chargezen" description: "Answers to common questions about Concierge: what it is, what it costs, where it works, what it can and can't do, and how you stay in control." url: "https://chargezen.com/docs/concierge/faq" lang: "en" updated: "2026-10-19" --- Canonical URL: https://chargezen.com/docs/concierge/faq # FAQ Answers to common questions about Concierge: what it is, what it costs, where it works, what it can and can't do, and how you stay in control. Last updated: 2026-10-19 ## The basics ### What is Concierge? Concierge gives your business digital employees: AI agents that answer customers and do the work behind the answer, and that also help your team with reports, research and back-office jobs. They work with real tools and your real data, ask before consequential actions, and record every step. ### How is it different from a chatbot? A chatbot answers questions. A Concierge agent also does the work: it looks up the order, opens the return, skips the subscription, builds the report on its own computer, and hands the conversation to your team with notes when it should. It serves customers and your team from the same place. ### What's the difference between Concierge and Finn? None underneath. Concierge and Finn are the same agent under two names, with one credit balance. Concierge is the name in Chargezen; Finn is the name of the iPhone app and joinfinn.com. ### How much does Concierge cost? Starter is $20/month with 20,000 credits. Pro is $199/month, or $1,990/year, with 199,000 credits. More credits cost $1 per 1,000. Phone and text charges are billed as used. See [Credits and usage](https://chargezen.com/docs/concierge/credits-and-usage). ### Is Concierge only for Shopify stores? No. Concierge works for online stores and for service businesses. Shopify stores also get its built-in tools for orders, returns and subscriptions. ## Where it works ### Which channels can it answer? Phone calls, text messages, WhatsApp, email, website chat and help desk, Shopify checkout chat, Slack, Telegram and admin chat. Teammates can also work with agents from the [Finn iPhone app](https://chargezen.com/docs/concierge/finn-iphone-app), and from ChatGPT or Claude through [MCP](https://chargezen.com/docs/concierge/integrations-and-mcp). ### Does it work in Microsoft Teams or Discord? No. For team chat, connect [Slack](https://chargezen.com/docs/concierge/channels/slack) or Telegram. ### Can it answer the phone? Yes. An agent answers calls on your business number, and teammates can listen in, join the call, transfer it to a teammate or hand it back. See [Set up your number](https://chargezen.com/docs/concierge/phone/set-up-your-number) and [Join and transfer calls](https://chargezen.com/docs/concierge/phone/join-and-transfer-calls). ## What it can and can't do ### Can an agent refund a customer? An agent opens the return in Shopify, and your team approves the refund. Agents don't move money back on their own. ### Can agents make mistakes? Yes, as any employee can. That's why consequential actions always ask first, each agent only has the tools you give it, and every step is recorded so you can see what happened. ### Can my team take over a conversation? Yes. Reply in any conversation and the agent steps back. Click **Return to Agent** when you want it to pick up again. ### Can I use my own AI model? Yes. Connect your own OpenAI, Anthropic, Google Gemini, xAI, Fireworks or AWS Bedrock account and pick the model per agent. See [Bring your own model](https://chargezen.com/docs/concierge/bring-your-own-model). ### Does it learn? Yes. Agents remember how your business works and learn from how your team handles handoffs. They don't learn who your customers are, and you can review, archive or forget any memory in **Build > Memory**. ## Control and security ### What needs my approval? Anything consequential: cancelling or changing subscriptions, order changes, reward points, store settings, invoices and file uploads. See [Approvals](https://chargezen.com/docs/concierge/approvals). ### Is my data safe? Chargezen is SOC 2 Type II certified and supports SAML single sign-on. Each agent gets only the access its job needs, and every job that needs a computer gets a private one that's shut down afterward. See [Security for agents](https://chargezen.com/docs/concierge/security). ### How do I delete data? Forget memories in **Build > Memory**, set how long call recordings are kept, and disconnect any tool or assistant. For anything else, email [privacy@chargezen.com](mailto:privacy@chargezen.com). See [Troubleshooting](https://chargezen.com/docs/concierge/troubleshooting#delete-data). ## Related **Guides** * [Getting started](https://chargezen.com/docs/concierge/getting-started) * [Best practices](https://chargezen.com/docs/concierge/best-practices) * [Troubleshooting](https://chargezen.com/docs/concierge/troubleshooting) **On the product page** * [Concierge](https://chargezen.com/concierge) * [Digital employees](https://chargezen.com/concierge/digital-employees) * [Pricing](https://chargezen.com/pricing) **Learn more** * [What is a digital employee?](https://chargezen.com/glossary/digital-employee) * [What is an AI agent?](https://chargezen.com/glossary/ai-agent) ### Related Articles [ #### Getting started Set up your first agent ](https://chargezen.com/docs/concierge/getting-started)[ #### Troubleshooting Fix common problems ](https://chargezen.com/docs/concierge/troubleshooting)[ #### Security for agents How agents stay in bounds ](https://chargezen.com/docs/concierge/security) Was this page helpful? 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