---
title: "Subscription changes with Concierge: Subscriptions docs"
description: "Let Concierge skip, swap, reschedule, pause and update subscriptions for customers by chat, text or email, within the permissions you set."
url: "https://chargezen.com/docs/subscriptions/concierge-subscription-changes"
lang: "en"
updated: "2026-10-18"
---

Canonical URL: https://chargezen.com/docs/subscriptions/concierge-subscription-changes

# Subscription changes with Concierge

Let Concierge skip, swap, reschedule, pause and update subscriptions for customers by chat, text or email, within the permissions you set.

Last updated: 2026-10-18

Some subscribers would rather ask than click. Concierge, Chargezen's digital employees, can make the same subscription changes a customer could make in their portal, from a chat, a text or an email. It checks who the customer is first and only does what your settings allow, so your team only steps in when it is needed.

## What Concierge can do for subscribers

*   Show the customer's subscriptions, upcoming orders and order history.
*   Skip the next order or a later one, and restore a skipped order.
*   Move the next charge date, or place the next order now.
*   Change how often orders come and the quantity of an item.
*   Swap a product, remove an item, or change an item for the next order only.
*   Apply a discount code.
*   Pause, resume or cancel a subscription.
*   Change the payment method or update the shipping address.
*   Show your upsell offers and add one when the customer accepts.

## Set it up

1

#### Choose what customers may change

Go to Settings → Subscriptions and find **Self-Service Permissions**. For each row, choose **Customer & Store Owner**, **Store Owner Only**, **Customer Only** or **Disabled**. Concierge follows the same rules as the portal.

2

#### Pick the launcher actions

In **Concierge → Deploy → Launcher**, choose **Customize Squircle**, open the launcher settings and the **Subscriptions** section. Turn actions such as **Order now** and **Edit billing frequency** on or off, and set the **Frequency options** customers can pick.

3

#### Choose how customers verify

In Concierge Settings, under **Customer authentication**, pick **Strict: email code every time** or **Light: email + shipping ZIP first, code fallback**.

4

#### Add upsell offers

Offers you create in **Concierge → Upsells** are the ones Concierge can suggest. See [Upsells for subscribers](https://chargezen.com/docs/subscriptions/upsells).

## Self-Service Permissions rows

*   **Cancel subscription**
*   **Pause subscription**
*   **Swap products**
*   **Change quantity**
*   **Change frequency**
*   **Change shipping address**
*   **Skip/reschedule orders**
*   **Reactivate subscription**

**Store Owner Only** keeps an action for your team, so Concierge won't make that change for the customer.

Same subscription, everywhere

Changes Concierge makes update the subscription itself, so your team sees them on the contract in **Subscriptions → Manage → Contracts**, the same as changes made in the portal.

## Troubleshooting

### Concierge says it can't make a change

Check the action's row in **Self-Service Permissions**. If it is **Disabled** or **Store Owner Only**, Concierge leaves the change to your team. Order now and frequency changes also follow the launcher's **Subscriptions** settings.

### The customer can't get past verification

In **Light** mode the customer gives their email and shipping ZIP code, with an email code as the fallback. If they don't know the ZIP, the code still works. **Strict** mode always sends a code.

## Related

*   [Manage subscriptions by text and chat](https://chargezen.com/subscriptions/customer-concierge) with Concierge.
*   Glossary: [AI agent](https://chargezen.com/glossary/ai-agent), [AI customer service](https://chargezen.com/glossary/ai-customer-service), [skip delivery](https://chargezen.com/glossary/skip-delivery).

### Related Articles

[

#### Customer portal

The same permissions apply in the portal



](https://chargezen.com/docs/subscriptions/portal)[

#### Passwordless sign-in

How customers prove who they are



](https://chargezen.com/docs/subscriptions/passwordless-login)[

#### Upsells for subscribers

Offers Concierge can suggest



](https://chargezen.com/docs/subscriptions/upsells)

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