Concierge answers inbound calls for your shop and is equipped to:

• Greet customers
• Create or identify existing customer records
• Reschedule, book, or cancel appointments
• Answer questions using information provided by the shop

Concierge will save a transcript of each call and automatically categorize the call to let you know if a shop follow-up is needed.

Concierge Call Forwarding

You do not need to change your shop phone number to use Concierge. Your shop's published phone number will be set up to forward to a Concierge-managed number. When enabling Concierge in your shop, you will be walked through how to do this. Check out CRM Essentials: Concierge Call Forwarding for more information on setting up call forwarding with your current phone system.

Concierge Dashboard

Review a snapshot of concierge data and calls requiring customer follow-ups.

• Invoiced Revenue: Revenue from orders booked through concierge
• Time Saved: Hours saved by letting Concierge handle calls for your shop
• Appointments Booked: Number of appointments booked by customers through Concierge
• Calls Handled: Number of inbound calls handled by Concierge
• Calls Transferred: Number of calls transferred to your shop when needed

Concierge Call Activity

Review customer/caller information, an overview of the call, and the call status.

Call Statuses

• Appointment Booked: An appointment was booked, rescheduled, or cancelled
• Resolved: Customer's reason for calling was handled without resulting in an appointment booked (e.g. confirmed appointment time)
• Question Answered: Customer asking something specific (e.g. hours, available services, pricing, directions, etc.), received an answer from Concierge, and did not book an appointment
• Transferred to Shop: Customer's request was outside of Concierge's scope (e.g. payments, complex diagnostics, etc.). You will see these on the Follow-up Needed list on the Concierge Dashboard.
• Follow-up Needed: Concierge was unable to fully resolve customer's request or the customer explicitly requested a callback. You will see these on the Follow-up Needed list on the Concierge Dashboard.
• Spam: Identified as telemarketing/scam/unrelated business
• No Outcome: Call ended without a clear category — usually very short, dropped, or unresolved

Concierge Settings

Configuring your Concierge settings is key to making sure your customers have the best experience possible when calling your shop. The settings tab is where you will provide Concierge with the information and context it needs in order to provide your customers with accurate information.

Essential Settings

Make changes to your Concierge greeting.

Tell Concierge your shop operating hours for when a customer asks.

Provide general shop info.

Additional Info

It is highly encouraged to provide Concierge with as much relevant shop information as you'd like. This will provide Concierge with accurate information to help your customers when they call.

Capabilities

Toggle on Concierge's ability to book appointments and/or to transfer to the shop. If toggling on "Transfer to shop", be sure to enter a different phone number than the number that forwards to Concierge.

Concierge Notification Settings

Select the profile icon → Notifications to make changes to Concierge notifications for your user. Choose if you'd like to receive "Follow-up needed" notifications by any combination of SMS, Email, and In-App.

Check out User Notifications to learn more about updating notification settings.

Still have questions? Feel free to reach out to us through the chat icon. Thanks for reading!