User guide

Part 1

How it fits together

One assistant on your business number. It reads three things and writes to three places.

Think of it as a front desk that never closes, with everything included: answering, follow-ups, review asks, bookings and your leads, all on for every business. See Your plan and Fig. 7.

Part 2

Going live in four steps

Documents first, voice second, the number last. The assistant answers only once you switch it on, so give it something to answer from before you do.

1. 1Sign inwith the address you were onboarded with
2. 2Link your two documentsone Sheet for numbers, one Doc for sentences
3. 3Set the voice and the teamwho it sounds like and who answers
4. 4Connect your numberthen switch the assistant on

Part 3

What happens when someone writes in

Every message passes five gates, in this order. Pick a situation to watch it go through.

Part 4

How your assistant works

It only says what your documents say

Two files, checked for changes every five minutes, verified before they are used. A bad edit can never take the assistant offline.

When a customer asks something the documents do not answer, the assistant says it will check with someone and names what it is checking, for example "I'll ask the team about a separate assessment and come back to you", and hands the chat to your team under Needs you. It never says what it is missing, and it never guesses. If someone asks whether they are talking to a bot, it answers honestly. It states days, dates and times in full, for example "Saturday 20 September, 10:00", so nobody has to interpret "tomorrow".

After you edit a file. Each file is checked every five minutes, and an edit is picked up once the file has held still for about ten minutes, so usually within ten to fifteen minutes of your last edit. Keep editing and it is read after at most thirty minutes. If an update has a problem, the assistant keeps answering from the last good version, the status line turns red, and you get an email titled "Action needed: your [business] update couldn't be used" listing exactly what to fix.

A first visit is booked in one place, and you choose it

In chat, at your booking link, or by your team.

Every step of your customer's journey happens in exactly one place: questions are answered from your documents, signing up happens at your Signup link, paying follows your Payment details, reviews happen at your Review link. Booking a first visit (a trial, visit, assessment or appointment) works the same way. Under Assistant setup, "How do customers book a first visit?" has three answers:

• My assistant books them in chat. For a business with no booking system of its own: the assistant's word is the booking. The rest of this section describes it.
• They book at my booking link. For a business that already uses SimplyBook, Calendly, Fresha or similar. The assistant answers the question, sends your link and never says "you're booked", because the place is given by your booking system, which the assistant cannot see. Nothing appears under Your bookings unless your team confirms a booking in the chat. If the customer then goes quiet, the assistant's one follow-up asks whether they managed to book at your link and offers no time of its own. A customer who says they did shows as trial booked under Your leads; the reminder is your booking system's to send.
• My team arranges it. The assistant takes the details, tells the customer the team will confirm, and hands over. The request shows as Unsettled until your team confirms it in the chat.

Whatever you choose, a booking your staff confirm in the chat is recorded and earns its reminder. Two places claiming the same booking is how a customer ends up told "you're booked" by one and "please register" by the other; one choice prevents it.

In chat: your team is told, not asked. When a customer confirms a slot that your Sheet lists, the assistant closes the booking right there in the conversation and emails your booking address the details: attendee, class or slot, Branch, contact. The customer hears that the team will contact them only if anything changes. Before saying "you're booked", the assistant always asks for the attendee's name and the purpose of the visit.

Behind that last message: your booking email received the full request, the row appeared under Your bookings, and a reminder is scheduled for the morning before.

Cancellations work the same way: handled in chat, in whatever words the customer uses, and emailed to you. Moving a booking is recorded as rescheduled and emailed to you as "Booking rescheduled" with the old and new times; the reminder follows the new date. If your staff propose a change in the chat, or the customer asks for a slot your documents cannot promise, the booking shows as Unsettled until someone settles it in the chat (Fig. 8, under Your bookings).

When a customer changes a confirmed booking's details without moving it (coming without a parent, another child, another class), you get a "Booking details changed" email with the old and new details. When they ask to move it to a time your documents cannot promise, you get "Booking change requested" to confirm or decline. Every one of these also shows in that chat in the Team Inbox, as a centred line among the messages ("Trial moved: Saturday 24 October 2pm → Sunday 25 October 10am"), so whoever answers the chat sees it without opening the booking email.

The attendee gets a WhatsApp reminder the morning of the day before their visit. A booking made or moved on the day before is reminded on the morning of the visit instead. No reminder goes out for a booking made or moved on the day of the visit, since they just spoke to us, for a visit booked the day before that starts before 10am (morning-of reminders go out from 9am, and one less than an hour ahead comes too late to help), or while the booking is unsettled.

When a human is needed

Every chat that needs a person waits in the Team Inbox. Only an urgent one also sends a WhatsApp alert.

A conversation that needs a person is handed to your team. That includes someone asking for a person, a complaint, a question your documents cannot answer, and anything only a person can do. The chat waits under Needs you in the Team Inbox at conciergr.com/inbox, with the reason on it, until someone answers the customer.

• Prospective and existing customers (an enquiry, a booking, a payment, a complaint) wait under Needs you with the reason. Nothing is sent to your WhatsApp or your email for them, so keep the Team Inbox open through the day.
• An urgent handover also sends one WhatsApp alert per problem, at once, at any hour. A handover is urgent when:
  • a customer who booked is at your centre: they have arrived, or they say nobody is there;
  • something is going wrong at your business right now: a class not running, a teacher absent, nobody at the centre;
  • someone's physical safety is at risk right now: a child not collected as the centre closes, someone hurt or unwell, a threat, a person missing.
• Job applicants and suppliers go by email only, to the addresses in Where things reach you. They never message your staff WhatsApp.
• Anything else that needs a person, including a message the assistant cannot place, waits under Needs you the way a customer's does.

Who gets an urgent alert. Everyone under Your team who gave a WhatsApp number, and your business's own WhatsApp number. Each alert carries a link that opens the chat in the Team Inbox. It goes once per problem and nothing re-sends it on a timer, at any hour, so whoever sees it first opens the chat and answers the customer. The same customer writing again within the hour sends no second alert, and the chat stays under Needs you; if they are still writing an hour after the alert, it goes again. A report about someone's safety always alerts. The alerts to your team arrive from your business number; the one to your business's own number comes from Conciergr's number, because a number cannot message itself.

Who answered shows in the Team Inbox. Every reply carries the first name of the person who sent it, and the chat leaves Needs you once someone answers the customer (see The Team Inbox).

Outside your Team hours, the customer hears when your team is back. If you set Team hours in Assistant setup, a customer handed to your team on a day or at an hour outside them is told when your team is next in, for example "The team is away today and back on Friday 2 October from 9:45am." A customer who writes again before then is told the same. Inside your Team hours, or with Team hours left empty, the assistant says your team has it and promises no time. The chat waits under Needs you either way, and an urgent alert goes out whatever the hour.

You can step in any time

A human talking always outranks the bot.

Reply to any customer yourself and your assistant steps back in that conversation for the next 10 minutes. Every message you send restarts the 10 minutes. Once you have been quiet for 10 minutes, the assistant answers new messages again. Anything the customer wrote while you held the chat is picked up 10 minutes after that, about 20 minutes after your last message: the assistant reads it and answers only if a real question is still open, continuing the same conversation without a fresh greeting. If you already answered it, the assistant sends nothing. This catch-up happens only within 24 hours, and a further message from you cancels it.

This is by design, and it is also why the auto-reply warning above matters: a Greeting or Away message from the WhatsApp Business app counts as you stepping in, so it mutes your assistant for every new customer.

That is the assistant stepping back in one conversation, for ten minutes at a time. To take it out of every conversation until you say otherwise, for example while you fix a document, use the Pause button instead: see Pausing your assistant.

Follow-ups, reminders and review asks

Three clocks, each started by something the customer did.

The assistant keeps warm enquiries moving:

• One nudge on a quiet enquiry. If the assistant replied to a prospective customer and they go silent, it sends one polite follow-up 20 hours 30 minutes after that reply, between 8am and 9pm in your timezone. A follow-up that would fall due at night waits for 8am; when 8am would be too late (a reply sent in the morning), it goes out the evening before at 8.59pm instead, so every quiet enquiry gets its follow-up. A message from the customer cancels it. A reply from your team pauses it while they hold the chat, and it still goes out afterwards. If your team answered first and the assistant never replied, your reply arms the one nudge instead, timed from the customer's message; so does a reply the assistant sends once your team has gone quiet. It is one nudge per conversation, and a conversation starts afresh after 14 days of silence. If your team has an open request on the chat, the nudge says once that the team still has it and proposes the next step; the chat itself waits for your team under Needs you (see When a human is needed).
• After a trial or first visit, it checks in 1, 4 and 8 days later. The check-ins stop the moment the customer is recorded as signed up, or once the customer or your team writes anything in the chat on a day after the visit (a reaction does not count). "Signed up" means recorded as enrolled, from the customer's or your staff's words in the chat, or from someone on your team pressing This family has signed up on the chat in the Team Inbox: a deposit or a term or course fee, never a trial fee alone. Sending a completed enrolment form stops them too. They are held while the booking is unsettled, and they never go out unless a Signup link or an enrolment form is configured.
• Future starts. If a contact named a start month and the assistant recorded it, it checks in 30 days before that month begins, or on the last day of the month before when it was named with fewer than 30 days to go. A month named on that last day, or already begun, gets no check-in. This goes out only when a Signup link or an enrolment form is configured.

Review asks. A customer who has paid, for a trial, a deposit or anything else (from their or your staff's words in the chat), or who is recorded as signed up, is asked for a review once, ten days after their visit, in the morning, after the last check-in. If no payment or sign-up has been recorded by then, the ask waits and checks again each day; it gives up three weeks after the visit. Most families sign up with you in person and never say so in the chat, so press This family has signed up on their chat in the Team Inbox: a waiting ask then goes out within sending hours (9am to 8pm), not only in the morning. Monday's report says how many asks are waiting for it. The message carries the Branch's Review Link, or the business-wide one if the Branch has none. The assistant never asks which Branch was visited: with several Branches and a booking it cannot match to one, the ask is cancelled. With no link anywhere, the ask is held, and gives up three weeks after the visit like the rest.

Fee check. A confirmed visit that carries a fee still due gets one message two days before, at 9am, asking whether the fee has gone through, with two buttons: Already paid and Send the details again. It never names an amount and never calls anything unpaid. It is skipped once the customer or your staff say in the chat that it has been paid.

Timing. Customer questions are answered at any hour. Reminders, check-ins and review asks only go out between 9am and 8pm in your timezone; one that falls due at night waits until 9am. The follow-up on a quiet enquiry uses its own hours, 8am to 9pm, as described above.

Job applicants and suppliers do not ring your staff

Answered, closed, and at most an email to you. Never a ping on your staff WhatsApp.

The assistant recognises when a message is a job application, a supplier pitch, or another non-customer enquiry, answers it, and closes it. It emails you for awareness only if you set an address for that category in Where things reach you. Leave a category email empty to disable awareness emails for enquiries the assistant answers and closes in that category. A job applicant or supplier who asks for a person is still emailed to you, at the alert email when that box is empty. Anything else that needs a person waits for your team under Needs you in the Team Inbox. Job applications and supplier pitches never message your staff WhatsApp.

Your weekly report

Every Monday: what it handled, and the questions your documents could not answer.

Every Monday an email titled "[Your business] — your assistant's week" goes to your alert email and, if you have set one, your Documents email as well, both on the To line. It counts the contacts answered and the bookings made, and lists the things customers asked that your documents do not answer. That list is a to-do list for the Doc and the Sheet: add each answer, and the assistant stops having to check with your team about it. If someone other than you keeps the documents, put their address in Documents email so the list reaches them directly.

Part 5

Your dashboard, card by card

One page of cards, top to bottom. Tap a card here to jump to its explanation.

Your plan

One plan: S$89 a month with everything included, plus S$20 a month for each extra branch.

This card shows only if you signed up on conciergr.com. Customers billed by invoice do not see it. It shows your monthly bill worked out from your branch list, for example S$89 + S$20 x 1 extra branch = S$109 a month. There is nothing to choose: every part of Conciergr is on for every business. The tag next to the title tells you where you stand:

Assistant setup

The card headed with your business name: how it speaks, where things reach you, and one Save for everything.

Next to the name you see either WhatsApp connected with your number, or WhatsApp not connected yet. The card has four groups of fields and one Save button at the bottom. That one Save also covers the Payment details and Your branches cards below it.

A banner about staff numbers. Sometimes the card opens with a line saying "These numbers look like your own branches or staff", with a phone number and two buttons. It appears when a number behaves like one of your own lines, for example a branch phone forwarding messages. Press Exclude to make the assistant stay out of that number's chats for good. Press Not internal if it is a real customer; the number is left alone and the suggestion stays hidden for 90 days.

Saving. As soon as you edit any field, the Save button shows "- unsaved", and your browser will ask before you leave the page with unsaved changes. While anything in setup, Payment details or Your branches is unsaved, a bar at the foot of the window says so and carries the same Save, so you never scroll to find the button. Press it once for everything. The confirmation reads "Saved - changes apply from your assistant's next reply", and that is exactly when they apply.

Pausing your assistant

One button takes it out of every conversation at once, with nothing to save and nothing lost.

Every new assistant starts paused: the box at the very top of your portal reads Your assistant is not switched on yet with a Switch on assistant button, and it replies to nobody until you press it. Do that once your documents are linked and the setup reads right. From then on the same box, at the top of the page above everything else, says either Your assistant is answering with a Pause assistant button, or, in amber, Your assistant is paused with who paused it, when, and a Resume assistant button. Pause it when you need it out of the way at once: the moment you notice a document says the wrong thing (a discount nobody approved, a price typed in wrongly, a policy someone rewrote), a day when your team wants to handle every chat themselves, or anything else you would rather fix before the assistant speaks again. It takes effect on the next message, with no Save needed.

While paused the assistant replies to nobody and sends no follow-ups or reminders; every message still arrives in your WhatsApp Business app as usual, so your team answers by hand exactly as before Conciergr. Your documents keep being read, so a fix you make while paused is in place when you resume. Because a forgotten pause costs you enquiries, we email you (and send one WhatsApp nudge) once a day while it stays paused. Resume with one click; follow-ups that came due during the pause are sent only if they still make sense.

Payment details

Quoted word for word once a customer wants to go ahead, when a paid booking is confirmed, and whenever someone asks how to pay, so a digit can never come out wrong. It sits directly above Your branches because each Branch picks one of these accounts.

This is the only payment instruction the assistant will ever give. Type it in the box exactly as a customer should read it, however your customers actually pay: PayNow, bank transfer, an invoice you send, a payment link, or in person. If you invoice or take payment at the centre, say so here too; an empty box means the customer is told your team will confirm how to pay. A customer who is only asking about prices doesn't get it. The assistant starts it with “When you're ready:”, so it reads as the next step, not a demand; if your text already starts “When you…”, nothing is added.

• The customer's own number. Type {mobile} wherever the customer's mobile number should go, for example Reference: {mobile}-TB. Your assistant puts in the number the customer is messaging from: eight digits for a Singapore number (Reference: 91234567-TB), the full number with its country code for any other. It works in your Payment details, in any added account and in a branch's extra payment instruction.
• Several accounts. + Add a different account is always under the box (up to 12), so you can set every account up here before you list your Branches below. You only need it if some Branches are paid into a different account; most businesses have just the one. Once you add one, or have two or more Branches, the first box is headed Account 1 (main). Added accounts are numbered Account 2, Account 3 and so on. Give one a name if it helps you tell them apart, for example "East outlet": only you see the name, and it appears next to the number where a Branch picks its account. A Branch with nothing picked uses Account 1. With several Branches, the assistant asks which Branch before sending payment details.
• The Preview box under the accounts shows the exact message a customer is sent when they ask how to pay: for the Branch you pick, including that Branch's extra payment instruction. It updates as you type, before you save. If it reads badly there, it reads badly on your customer's phone. It is a preview only, with nothing to fill in.
• "Nothing to send yet." The Preview says this when no payment details apply: the assistant gives no account details at all, tells the customer your team will confirm how to pay, and your booking email tells you to send it.

Payment details save with the same one Save as setup and Your branches.

Your branches

One row per Branch, spelt the way your Sheet spells it. Hours and fees stay in the Sheet.

Press + Add Branch for each one (up to 60) and Remove Branch to drop one. If you signed up on conciergr.com, this list is also your bill: the first branch is included, and each one past it adds S$20 a month from your next bill (a removed branch comes off the bill after your next one). The portal tells you the change before you save, and we email you the new monthly total after. Each row has:

• Branch name, spelt the way it appears in your Sheet.
• Branch line (only if different from the main line). Given to customers who ask for that Branch, and treated as a staff number the assistant never replies to, the same as Numbers to ignore. The same number may appear on several Branches. Leave it empty when the Branch uses the main line.
• This branch's own team answers its enquiries (shown once you have two or more Branches). Tick it for a Branch run separately, such as a franchise. For that Branch the assistant gives its Branch line and says its team will help, instead of quoting its fees, timings or bookings, so the Branch line is required. For every other Branch the assistant answers from your documents and gives a Branch line only when a customer asks how to reach the Branch.
• Address and Area (optional), so the assistant can say where each Branch is and match a customer's neighbourhood. Write the address as the street address with its postcode, keep the unit number, and put a building name or directions in brackets, for example 20 Example Road, #03-04 (Example Community Club), Singapore 123456. The assistant also uses the address to tell a customer which Branch is closest to a place they name. If an address can't be found on the map, that Branch is left out of those answers and you get an email saying what to change.
• Review Link (optional). Overrides the business-wide Review link for this Branch.
• Customers of this branch pay into. Which payment details to send for this Branch: "Account 1 (main)", or another account you added under Payment details, listed by its number and its name if you gave it one. Shown once you have two or more Branches, or have added a second account.
• Extra payment instruction for this branch (optional, shown once you have two or more Branches). One line sent right after your Payment details, only to customers of this Branch. Use it when every Branch is paid into the same account but the payment reference differs, for example Payment reference: {mobile}-TB. Then your Payment details need not list every Branch's code. Leave it blank if paying is the same at every Branch.

Hours and fees do not go here; keep them in your Sheet. Booking requests still go to your one booking email. If the card shows "Names in your Sheet we could not match", your Sheet uses a Branch name spelt differently from this list. Fix the spelling on either side. This card is saved by the same Save button as the setup card; pressing either one saves both.

Your timetable

If you run classes, Conciergr Timetable is a better place for them than a spreadsheet: your assistant can say when a class is full, when a month isn't out yet and which days you are closed, and a trial it books holds a seat. It is free, and connecting it is part of your plan. Start one with the same email address you use here, then press Connect my Timetable. A branch moves across only when you make it live on the Timetable; until then your assistant keeps answering that branch from your Sheet. You never have to move, and you can stay on the Sheet for as long as you like.

Your documents

Exactly two files: one Google Sheet for numbers, one Google Doc for sentences. Fig. 3 shows what happens to them.

Your assistant answers only from two files you own in Google Drive. This card is where you connect them and see whether the assistant can read them.

The status line at the top of the card tells you where things stand:

Exactly two files, no more.

• One Google Sheet for everything with numbers: fees, schedules, locations. Account details (UEN, bank account, payment reference) go on the Payment details card instead. One spreadsheet can hold as many tabs as you like, so add tabs instead of making more spreadsheets. To move a tab in from another spreadsheet: open it, right-click the tab name at the bottom, choose Copy to, then Existing spreadsheet, and pick your connected Sheet.
• One Google Doc for everything written in sentences: policies, FAQs, about-us, what to do in common situations.

There is nowhere to put a third file. If something is not a tab in your Sheet or a section in your Doc, the assistant does not know it.

After you edit a file. Each file is checked every five minutes, and an edit is picked up once the file has held still for about ten minutes, so usually within ten to fifteen minutes of your last edit. Keep editing and it is read after at most thirty minutes. A first link, and the retry after a problem, are read at once. If an update has a problem, the assistant keeps answering from the last good version, the status line turns red, and you get an email titled "Action needed: your [business] update couldn't be used" listing exactly what to fix. A bad edit can never take your assistant offline. We only ever read your documents; we never write into them.

What your assistant knows

Everything it currently answers from, rebuilt from your two documents. If it looks wrong here, it is wrong in the document.

This card shows everything the assistant currently answers from, rebuilt automatically from your two documents. Each section notes which document it came from. It is empty until your documents have been read the first time.

Three things look different here from your files, on purpose. A section headed Internal notes (staff only) holds facts the assistant uses to decide whom to hand a request to and never states to a customer. Where your Sheet or Doc held an account number, the card shows [account details omitted]: the only payment instruction the assistant gives is the one on the Payment details card. Branch phone numbers are removed too; they come from Your branches.

Use it as your check after every edit: if a fee or a rule looks wrong here, it is wrong in the document. Fix it there and this card updates usually within ten to fifteen minutes of your last edit. Your browser's find function (Ctrl+F or Cmd+F) is the quickest way to look up one thing.

Your bookings

Every booking captured in chat, newest first. Phone, email and walk-in bookings are invisible to the assistant.

Every booking your assistant has captured in chat, newest first, with a count at the top; a second count above the table says how many were never confirmed. Only chat bookings appear here; a booking made by phone, email or in person is invisible to the assistant. Use Show visits from to look at a date onwards.

• Confirmed: the slot is settled and the attendee will get a reminder the day before (or on the visit morning, for a booking made the day before).
• Never confirmed: an Unsettled proposal whose visit date has passed. Nothing was ever scheduled for it: no reminder, no check-in.
• Cancelled (greyed out): cancelled in the chat, by the customer or by your staff. No reminder is sent.
• Unsettled: someone has proposed changing the time and nobody has settled it yet. "By staff" means your team asked to move it, for example "possible to resched?"; "by contact" means the customer did. It also covers a slot the assistant could not promise from your documents, such as a time outside listed hours, which waits for your staff to confirm in the chat. Reminders are held while a booking is unsettled. The moment someone settles it in the chat, the status updates.

Your leads

Every enquiry, where it came from, what they told the assistant, and whether they enrolled.

It lists every enquiry the assistant has captured details for, newest first, with a count at the top.

Enrolled contacts are hidden by default so the list shows people still to win. Tick Show enrolled contacts to see everyone.

Your team

One list of the people who work your WhatsApp chats: who signs in, what they can open, and who gets urgent alerts on WhatsApp. Each person signs in with their own email address, through Google or with an emailed code; nobody shares a password.

The card at the bottom of the page lists everyone on your team. The address the account was set up with is always there as an Owner. An owner adds a colleague under Add a person with their first name, their email address and, if they should get urgent alerts, their WhatsApp number. It works at once, and we email that person how to sign in.

• Owner or Staff. An Owner opens this portal, billing and payment details included, and the Team Inbox. Staff open the Team Inbox only, at conciergr.com/inbox: they read every chat and reply under their own name, and never see your settings or billing. A Staff member who opens the portal is taken to the Team Inbox.
• The first name is what your team sees on that person's replies.
• The WhatsApp number is optional, and for urgent alerts only, such as a child not collected: it gets each one, as your business's own number does (see When a human is needed). Every other handover waits under Needs you and sends nothing. Leave it empty for someone who should not be alerted. A person with a number and no email gets urgent alerts but cannot sign in.
• Use an address they read their own email at. Any address works: Gmail and Google Workspace addresses can use Sign in with Google, and every address can sign in with an emailed code. Avoid a shared mailbox or a group address (one that forwards to several people): everyone who reads it could sign in. Add each person instead.
• Only an owner adds, edits or removes people, and the account owner's address cannot be removed.
• Remove works at once: that person's next click signs them out, on every device, and their number stops getting urgent alerts.
• You can add up to 10 people. To change the account owner's address, email us.

The Team Inbox shows every WhatsApp chat on your business number: the customer's messages, the assistant's replies and your team's, each labelled with who sent it. A reply sent from the Team Inbox carries the first name of the person who wrote it; a reply typed on your business's own phone shows as Team phone, because WhatsApp does not say who was holding it. A reply from the Team Inbox goes from your business number, exactly as one typed on the phone, and the assistant steps back just as it does after any reply from your team. Each message sent from the Team Inbox or by the assistant shows whether it was sent, delivered and read. A reply shows in the chat the moment you press Send, with a clock until WhatsApp accepts it, usually within a few seconds, and the box is free for your next reply straight away. If WhatsApp refuses one, it says Not sent with the reason: Retry sends it again, never twice, and Edit puts it back in the box. Leaving the page while a reply still shows its clock asks you first.

• Needs you lists the chats waiting for a person, the longest wait first. Every handover opens a Case on that chat; if the customer chases while it is open, the same Case shows the chase instead of a second one. Anyone on your team can also flag a chat into Needs you, with a note.
• A Case closes on the next reply sent to the customer, from the Team Inbox or the phone, and is credited to whoever sent it. A reply that only says you will check and get back to them keeps the Case open, waiting on the person who sent it. A reaction is not a reply and closes nothing. For something settled outside WhatsApp, such as a phone call, press Close; the Case is credited to you.
• Reply scores. Each reply a person sends a customer, from the Team Inbox or the phone, gets a score out of 100% from four checks: did it answer what was asked, did it fit this customer's details, was it clear and brief, and did it give a next step. A low score names the check to work on. A score is shown to the person who wrote the reply and to the Owners, never to the rest of the team; the phone's replies are Team phone's. When a score cannot be worked out, the reply reads Not scored: a missing score is never guessed.
• Points. Closing a Case earns 10 points times the score of the reply that closed it, so a perfect reply earns 10. A Case closed with Close, or by a reply with no score, earns none. Owners have a Team page in the Team Inbox with each person's Cases closed, points and usual time to first reply in a Case, by week (from Monday) or by month, with Team phone as a row of its own. That time counts only your Team hours, or the clock when you have set none.
• Staff scoreboard. On this card, choose what Staff see of it for each business number: Blunt (their rank, their points, and their reply time beside the team's), Friendly (rank and points, with an encouraging line), or tick Hide the scoreboard from Staff. Staff see their rank and points in the Team Inbox and a card when they sign in. You always see the full table.
• Photos, voice notes, videos and PDFs show in the chat, and anyone can send a photo or a PDF from the Team Inbox. They are kept for 90 days; after that the chat keeps a transcript or a description of each.
• Emoji. The smiley button beside the paperclip opens a panel of common emoji, the ones you used recently first on that phone or computer. Tap one to add it where your cursor is.
• Sign-off on team replies. On the Sign-off on team replies card, an owner can turn on a sign-off for every reply sent from the Team Inbox, with {name} where the sender's first name from Your team goes: - {name} to start with, or your own words, such as Warm regards, Teacher {name}, up to 3 lines and 120 characters. Each person sees their sign-off greyed under the reply box and cannot change it per message. It goes on photo and PDF captions too, and on replies after 24 hours, where it counts toward the length limit. Replies from your business's phone are not signed, and your assistant's own sign-off stays in its Custom tone note (Assistant setup).
• Scheduled. The assistant's planned follow-ups and reminders show under the chat they belong to, and all of them together on the Scheduled tab. Anyone on your team can cancel one before it goes.
• This family has signed up. On a chat with a booking or a sign-up message scheduled, anyone on your team can press This family has signed up when the customer joined in person or by phone. It records them as signed up: the after-visit sign-up messages stop, and the review request can go out. The Team Inbox asks first, and the chat then shows who marked it and when. For 10 minutes afterwards the chat shows Undo: this family has not signed up. In that time no reminders or follow-ups go to the family, so you can undo; replies to their messages still go. Undo brings the after-visit sign-up messages back at their planned times, and the review request waits again. After 10 minutes it is final. Either way, a message held in those minutes then goes as it normally would. If the customer later tells the assistant something different in the chat, the assistant goes by what they say from then on.
• Names and notes. Give a customer a name and a note that only your team sees, and search every chat by name or number.
• Saved contact names. If your business uses the WhatsApp Business app and shared its contacts when it connected, a chat shows under the name saved for that number on your business phone, so a customer you saved as "Ethan's mum (JPT)" shows as that. Your team's own name for a customer comes first, then the phone's saved name, then the name the customer set on their own WhatsApp, then the number. Adding, editing or deleting a contact on the phone updates the Team Inbox. The one exception is a customer who has asked for their data to be erased: their saved name does not come back, even if they are still saved on the phone. Only your team sees saved names, never the assistant, and you can search by them.

  Upload your contacts. If your phone did not share its contacts, or you want to bring the names up to date, an owner can upload them. First export them from the phone:

  • iPhone: open the Contacts app, tap Lists, touch and hold All Contacts, then tap Export and save the file. Or sign in at icloud.com, open Contacts, select all your contacts and choose Export vCard.
  • Android: open Contacts, tap Fix & manage, then Export to file.
  • Google Contacts: at contacts.google.com, choose Export, then Google CSV.

  Then, in the portal under Your team, choose the file beside Saved contact names and press Upload contacts. The portal tells you how many names it saved and how many contacts it skipped, for example for having no number. Only names and phone numbers are read; nothing else in the file leaves your device. A number saved without its country code is read as a local number of your business's country. An upload replaces older saved names for the same numbers, and you can upload again whenever you like. A contact you add, edit or delete on the phone afterwards still updates the Team Inbox if your phone shares its contacts. Your team's own names still come first, and a customer whose details were erased at their request is never named again by an upload.

• After 24 hours. WhatsApp lets a business reply freely for 24 hours after the customer's last message. After that, a reply from the Team Inbox goes as a WhatsApp template message: words only, with its line breaks joined, and Meta charges it to your own Meta account at its marketing rate. The Team Inbox says so above the reply box before you send. Where that template is not yet available on your number, it says the reply can go once the customer writes again.

If you had added people who can sign in, or WhatsApp numbers for alerts, before the team list existed, they are already on it: each person who could sign in is an Owner, and each number shows as Unnamed until you name it. Press Name beside it; first names you had saved before are offered to pick from.

Needs you topics

The kinds of work your team splits the waiting chats into, such as Payment, Class change and New enquiry, so each person can take one kind.

Each chat that arrives in Needs you, whether handed over by the assistant, flagged by your team or delivered a day late, is sorted into one of your topics, from why it needs a person and its last few messages. At the top of Needs you, the Team Inbox shows a row of topics with how many chats wait in each, for example Payment 3 · Class change 2 · New enquiry 4. Tap one to see only those chats; tap All to see every one. Each phone or computer remembers the topic its person picked. Every chat in Needs you also shows its topic beside its name.

• You start with New enquiry, Payment, Class change and Other. Rename them, add your own, or remove the ones you don't use, on the Needs you topics card, then press Save topics.
• Up to 8 topics, Other included. Other is always there, last: a chat that fits none of your topics goes there.
• Renaming a topic keeps its chats. Removing one moves its chats to Other.
• A chat is sorted once, as it arrives in Needs you. Until it is sorted, or if it cannot be, a new customer's enquiry shows under New enquiry and anything else under Other.
• Only an owner changes the list. The topics are for your team: the customer never sees them.

Phone notifications

Get a notification on your phone or computer when a chat needs someone, and tap it to open that chat.

When a chat lands in Needs you, whether handed over by the assistant, flagged by your team or delivered a day late, every phone and computer on your team that turned notifications on gets one. It shows the customer's name and why the chat needs someone, never the customer's own message, and tapping it opens the chat in the Team Inbox. A customer chasing a chat that already waits sends no second notification.

• On iPhone or iPad (iOS 16.4 or later): open conciergr.com/inbox in Safari, tap Share, then Add to Home Screen. Open the inbox from the new icon on your home screen, sign in, and tap Turn on on the notifications banner, then Allow. Apple only lets web apps send notifications from the home screen, not from a Safari tab.
• On Android, or a laptop or desktop: open conciergr.com/inbox in Chrome (or Edge or Firefox), tap Turn on on the notifications banner, then Allow.
• Each person turns it on for each device they use, and can turn it off from their menu in the Team Inbox. If you tapped Block by mistake, allow notifications for conciergr.com in your browser's or phone's settings.
• A person removed from your team stops getting notifications at once.
• Urgent handovers still send their WhatsApp alert as before (see When a human is needed); the notification comes as well.

Part 6

If your WhatsApp number disconnects

Meta can disconnect a number from Conciergr. Your phone keeps working as usual; your assistant cannot see or answer messages until the number is connected again. We email you and message your staff numbers when it happens.

Nothing is lost. Your documents, settings and conversations are kept, and the assistant resumes on its own once the number is connected. Until then nothing automatic goes out: no follow-ups, reminders or review requests.

To reconnect

1. Open conciergr.com/signup and sign in with the same email address as before.
2. Press Connect with Facebook and choose the same business and the same number. If Meta shows a QR code, scan it with the WhatsApp Business app on the phone that has the number.
3. If Meta says the number is linked to another provider or AI agent, disconnect that first in the WhatsApp Business app, then press Connect again.

Keep the number on the phone it is on now, and do not press Disconnect under Settings, then Account, then Business Platform in the WhatsApp Business app: either one disconnects it again.

If Meta says the number is not eligible

For a while after a disconnection Meta can refuse the number with "This phone number is not eligible to register or migrate" and a code. The cause is on Meta's side, and Meta clears it fastest when the account's owner asks. So ask Meta directly, and tell us too:

1. Ask Meta. Open Meta Business Support Home at business.facebook.com/business-support-home, signed in with the Facebook account that manages your business, and contact support about your WhatsApp account. Paste the text below, with your number, the date and the Session ID that Meta shows under its message.
2. Tell us. Reply to our email with a screenshot of Meta's message and your Meta case number. We raise it with Meta from our side as well, with the connection details only we can see, and tell you when to try again.
3. Then wait for Meta's answer before trying again. Retrying does not clear it.

Part 7

Your own AI app

You can connect Claude, ChatGPT or Gemini to your Conciergr, once, and then set up and run your assistant by chatting with it. It does what you can do in this Portal and the Team Inbox, and nothing more.

Connecting it. Open conciergr.com/portal/agent/, which has the steps and a prompt to copy. The address to add is https://conciergr.com/mcp. It signs in through Conciergr's own page, the way you sign in here; there is no key or password to copy, and any client ID and client secret boxes stay empty.

• Claude: on claude.ai, the + in the message box, Connectors, Add connector (or Settings, Connectors). Paste the address, then Connect.
• ChatGPT: on chatgpt.com in a web browser, open Plugins, press Add, then Add custom MCP server. Name it Conciergr, paste the address and leave Authentication on OAuth. The phone app can't add one yet, but uses it once it's added.
• Gemini: on gemini.google.com, Settings, Personal Intelligence, Connected Apps, then Custom. Paste the address, accept, and sign in when Conciergr's page opens.
• Another AI app: any app that can add a plugin or custom connector by its address works the same way.

When Conciergr's page opens, sign in with the email address you use here, choose the business and press Connect.

What it can do. Anything you can do here, with your own permissions: fill in your settings, build and link your Sheet and Doc, check what your assistant knows, add branches and payment details, set the tone, add your team, and read the chats waiting under Needs you. A staff member's AI app reaches the Team Inbox only, as they do. It saves a change only when you ask for it, and switches your assistant on only when you say so.

What it cannot do. It cannot send messages to your customers: replies to them are always typed by your team. It cannot enter a card either; billing changes go through Stripe's own page, which only you open.

Prompts to copy. The setup prompt on the AI assistant page does the whole setup. The setup emails carry one for each step, named for the app you connected:

• Your documents: "Using Conciergr, build my two documents: learn my business from my website and my Google Drive, write my Google Sheet and Google Doc, link them in my portal, and then tell me what you couldn't find, one question at a time."
• Before switching on: "Using Conciergr, go through my before-switching-on checklist with me one item at a time, each with your recommended answer, and save what I agree to. Don't switch the assistant on until I say so."
• Fixing an answer: "Using Conciergr, check what my assistant knows against my website and my documents, list anything wrong or missing, and fix it in my Sheet or Doc once I agree."

Only you can do these, whatever app you use: connect your WhatsApp number (pressing Connect on Meta's screens), switch off Greeting and Away messages in the WhatsApp Business app, test your assistant from a personal phone, and decide when to switch it on.

Stopping it. Under Connected AI apps on the AI assistant page, press Disconnect and it stops at once. Taking someone off Your team stops any AI app they connected, on its next request.

Cost. Connecting an AI app is included in the plan, the trial too. Your AI app's own subscription is between you and its provider.