Grounded AI resolution
Retrieval-augmented generation uses an indexed knowledge base to produce grounded answers, while a configurable confidence threshold routes uncertain conversations to a human.
Concierge
Concierge is an AI-first customer support workspace for WhatsApp, email, and social channels. It grounds answers in an indexed knowledge base, escalates uncertain conversations to human agents, and provides SLAs, role-based access, and support analytics on customer-controlled infrastructure.
AI-first customer support across channels
Concierge is an AI-first customer support workspace for handling conversations across WhatsApp, email, and social channels. It combines a shared inbox with retrieval-augmented answers from an indexed knowledge base, allowing teams to resolve routine questions while keeping a human involved when the system is uncertain.
Support teams can connect channels and existing systems, configure roles, service-level targets, escalation rules, and an AI confidence threshold, then review operations through conversation history and analytics. The product is designed to run with the organization’s database, cache, storage, and LLM keys; the site states that conversations, messages, attachments, and knowledge-base embeddings remain in the organization’s database and object storage.
Capabilities
Multi-channel inbox
WhatsApp, email, and social conversations appear in one workspace through pluggable provider adapters, including Gupshup and other providers.
Real-time agent console
Agents get live chat, internal notes, slash-command saved replies, park-and-resume handling, and Slack alerts for blocked departments.
Configurable SLAs
First-response, resolution, and escalation targets can be set by priority, with automatic breach alerts delivered through Slack or email.
Support analytics
Separate My Performance, Team Performance, Organization, and AI Resolution dashboards can be filtered by period, channel, priority, and assignee.
Role-based access
HUMAN_AGENT, SUPERVISOR, and ADMIN roles define access to tickets, team views, and organization-wide controls; permissions are enforced on every API call.
Practical use cases
Routine omnichannel inquiries
Use the shared inbox to answer routine delivery, policy, and account questions across WhatsApp, email, and social channels, with responses grounded in the organization’s knowledge base.
SLA-driven support operations
Set priority-based first-response, resolution, and escalation targets, then use Slack or email breach alerts to help teams act before service commitments are missed.
Human-reviewed exception handling
Let AI handle questions within the configured confidence threshold and route uncertain conversations to the appropriate human team member with the relevant history available.
Collaborative case resolution
Give agents live conversation tools, internal notes, saved replies, and park-and-resume workflows for cases that require investigation or input from another department.
Support performance analysis
Use performance and AI-resolution dashboards, filtered by channel, priority, period, or assignee, to identify repeat work and service-quality patterns.
Pros and Cons
Pros
- Combines WhatsApp, email, and social conversations in one support workspace.
- Grounds AI responses in an indexed knowledge base and supports confidence-based human escalation.
- Includes agent tools, role-based access, SLA alerts, and analytics for operational oversight.
- Supports customer-controlled database and object storage for conversations and knowledge-base embeddings.
Cons
- Concrete pricing and plan limits are not published on the supplied pricing page.
- The available product information names channel adapters and generic system connections but does not provide a complete integration catalog or detailed setup requirements.
- The quality of automated resolution depends on the organization’s indexed knowledge and configured confidence threshold.
FAQ
Which channels and connections does Concierge support?
Concierge brings WhatsApp, email, and social channels into one support workspace. The site also lists provider adapters such as Gupshup for WhatsApp, plus Slack alerts, custom webhooks, and internal APIs as connected sources or destinations.
How does Concierge generate and escalate AI answers?
It uses retrieval-augmented generation to answer from an indexed knowledge base. A configurable confidence threshold determines when an uncertain conversation is escalated to a human.
How are service-level targets handled?
Teams can configure first-response, resolution, and escalation targets by priority. Concierge sends automatic breach alerts to Slack or email.
What roles and permissions are available?
The documented roles are HUMAN_AGENT, SUPERVISOR, and ADMIN. Access is enforced in middleware on every API call, with permissions ranging from an agent's tickets to organization-wide access.
Where is support data stored?
Concierge stores conversations, messages, attachments, and knowledge-base embeddings in the customer's database and object storage. Juniors AI retains organization/member metadata and encrypted credentials needed to connect to the customer's services.
Quick Facts
- Category
- AI customer support
- Primary channels
- WhatsApp, email, and social
- AI method
- Retrieval-augmented generation with confidence-based escalation
- Operational controls
- Roles, priority-based SLAs, escalation rules, and analytics
- Data model
- Customer-controlled database and object storage for support records and embeddings
- Access options
- Web workspace, MCP server, and REST API via the documented OpenAPI path
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