--- title: "Getting started: Concierge docs | Chargezen" description: "Find your way around Concierge in the Chargezen admin: the menu, your first agent, connecting a channel and where conversations and credits live." url: "https://chargezen.com/docs/concierge/getting-started" lang: "en" updated: "2026-10-18" --- Canonical URL: https://chargezen.com/docs/concierge/getting-started # Getting started Find your way around Concierge in the Chargezen admin: the menu, your first agent, connecting a channel and where conversations and credits live. Last updated: 2026-10-18 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**. ## Find your way around 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 1 #### Create the agent Go to **Deploy > Agents** and click **Create Agent**. 2 #### 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**. 3 #### 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. 4 #### 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. 5 #### 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). 6 #### 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](https://chargezen.com/docs/concierge/phone/set-up-your-number), [SMS](https://chargezen.com/docs/concierge/channels/sms), [WhatsApp](https://chargezen.com/docs/concierge/channels/whatsapp) and [Email](https://chargezen.com/docs/concierge/channels/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](https://chargezen.com/docs/concierge/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](https://chargezen.com/docs/concierge/approvals)), and every step they take is recorded. ## Related **Guides** * [Set up your number](https://chargezen.com/docs/concierge/phone/set-up-your-number) * [Playbooks](https://chargezen.com/docs/concierge/playbooks) * [Approvals](https://chargezen.com/docs/concierge/approvals) * [Finn iPhone app](https://chargezen.com/docs/concierge/finn-iphone-app) **On the product page** * [Concierge](https://chargezen.com/concierge) * [A team of agents](https://chargezen.com/concierge/features/agent-team) * [Works in your team inbox](https://chargezen.com/concierge/features/team-inbox) ### Related Articles [ #### Set up your number Let Concierge answer your phone ](https://chargezen.com/docs/concierge/phone/set-up-your-number)[ #### Text messages (SMS) Answer customer texts ](https://chargezen.com/docs/concierge/channels/sms)[ #### Playbooks Teach agents your methods ](https://chargezen.com/docs/concierge/playbooks)[ #### Finn iPhone app Work from your phone ](https://chargezen.com/docs/concierge/finn-iphone-app) Was this page helpful? 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