Getting started: Concierge docs

Concierge gives your business digital employees, called Agents. Customer Agents answer customers on your channels: phone, text, WhatsApp, email, web chat and more. Operator Agents work with your team on the business: reports, research and back-office jobs. You set up both in the Chargezen admin at admin.chargezen.com, under Concierge.

The Concierge menu has these sections:

Operate: Overview (chat with your agents), Inbox, Playground, History, Leads and Customers.
Build: what agents know and can do, including Instant Answers, FAQs, Help Desk, Actions, Playbooks, Memory, Knowledge, Policy Rules and Voice & Behavior.
Context sources: your Brand Card and the data sources agents read.
Deploy: Channels, Integrations and Agents.
Optimize: Analytics, Content Gaps and Shadow Scorecard.
Admin: Settings and support tools.

Your setup agent

Every workspace starts with an Operator Agent named after your workspace ("… setup agent") on the Admin chat channel. Open Operate > Overview and ask it for help setting things up.

Set up a customer agent

Create the agent

Go to Deploy > Agents and click Create Agent.

Identity

Give it an Internal name (only your team sees it) and, if you like, a Customer-facing name and Avatar. Set Role to Customer Agent.

Instructions

Tell the agent how to behave, what to focus on and what to avoid, the way you'd brief a new hire. Instructions are required before the agent can be activated.

Capabilities

Choose what the agent can look up or do. Tick a group to select all of it, or open it to pick individual capabilities.

Channels and replies

Tick the channels this agent answers and set a reply style and maximum length for each. A channel can belong to one agent; channels assigned to another agent show "· Assigned". If the list is empty, connect a channel first (next section).

Model and status

Leave Default model on Chargezen Managed unless you have a reason to change it. New agents start as Draft; set Status to Active and click Create Agent (or Save Agent when editing).

To change an agent later, click Configure on its row, or Customize next to its name in Overview.

Connect a channel

Go to Deploy > Channels. Each card is a place customers or teammates can reach your agents: Admin chat, Web, Email, SMS, WhatsApp, Voice, Slack, Telegram, External MCP servers and Shopify Checkout. The badge on each card tells you where it stands:

Ready: connected and answered by an agent.
Needs setup, Pending or Needs review: open the card and finish the steps.
Needs agent: assign an agent to the channel under Channels and replies.
Upgrade required: your plan doesn't include this channel.

Step-by-step guides: Voice, SMS, WhatsApp and Email.

Watch it work

Every conversation lands in Operate > Inbox. Switch between Customer inbox (customer conversations on every channel) and Admin inbox (your chats with agents and teammates). A teammate can reply in any customer conversation, and the agent steps back. On the go, use the Finn iPhone app.

Credits

Concierge runs on credits, shared by Concierge and Finn: 1,000 credits = $1. Starter includes 20,000 credits a month for $20, and Pro includes 199,000 for $199. See your balance and usage in Settings > Credits, and click Add credits to buy more. When credits run out, customer text chat stays available.

Troubleshooting and FAQ

I can't set the agent to Active

The Finish this configuration box at the top of the agent form lists what's missing. Instructions are always required.

Overview says Concierge needs an Admin chat channel

Click Configure channel and assign the Admin chat channel to an active agent.

I can't see the Concierge menu or change channels

Ask a workspace admin. Viewing Concierge, managing conversations and agents, and changing channel settings are separate permissions.

Can agents make mistakes?

Yes, as any employee can. Agents ask before consequential actions (see Approvals), and every step they take is recorded.

Guides

On the product page

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