Concierge
AI-first customer support across every channel.
Concierge is an AI-first customer support console that resolves customer messages using your own knowledge base and escalates the rest to your team. It runs on your database, your storage, and your choice of LLM provider — all surfaced through a real-time agent console with analytics, SLA tracking, and Slack alerts.
What Concierge does
AI resolution with RAG
Retrieval-augmented answers from your indexed knowledge base. Confidence-based escalation hands the conversation to a human the moment the AI is uncertain.
Multi-channel inbox
WhatsApp, email, and social channels via pluggable provider adapters (Gupshup and others). One inbox for every conversation.
Real-time agent console
Live chat, internal notes, saved replies with slash commands, park-and-resume, and Slack alerts for blocked departments. Built on Socket.io.
Role-based access
HUMAN_AGENT sees their tickets, SUPERVISOR sees their team, ADMIN sees everything. Enforced at middleware on every API call.
Analytics that matter
My Performance, Team Performance, Organization, and AI Resolution dashboards. Filter by period, channel, priority, and assignee.
Configurable SLAs
First-response, resolution, and escalation targets per priority. Automatic breach alerts to Slack or email so nothing slips.
Concierge — common questions
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