# Persona Concierge best practices

> How to get good answers from Persona Concierge, what it cannot answer, what not to share, and when to go to a person instead.

Source: https://help.withpersona.com/articles/PcgNjUhH8iv7oeu5jEwO18/
Section: Persona AI > Persona Concierge > Key Concepts

_Last updated on November 13, 2026._

## Overview

This article tells you how to get the most from Persona Concierge. To learn what Concierge is, where it works, and what it can see and do, read [Introduction to Persona Concierge](https://help.withpersona.com/articles/YGBrYGzSU4F041x7f0HDQk/). For short answers to common questions, read [What are common questions about Persona Concierge?](https://help.withpersona.com/articles/Wqptx1RApu4cRwrXt8jtRV/).

## Best practices

- **Mention Concierge and select it from the suggestions.** Type **@Persona Concierge** and select it from the list. After it replies, the person who asked can keep replying in that thread without mentioning it again. Anyone else needs to mention it.
- **Use one topic per thread.** Start a new thread for a new question.
- **Give specifics.** Include the token (for example, the Inquiry ID), sandbox or production, the template or Workflow name, the exact error, and, if you have more than one organization, the organization or region.
- **Say clearly when you want a change.** Concierge doesn't change anything unless you ask.
- **Check before you approve.** Read the approval card, and test in sandbox where you can.
- **Treat answers as a starting point for important decisions.** Concierge links its sources, so check them.
- **Give feedback.** React with 👍 or 👎, or reply with what was missing.
- **Stop Concierge from replying when you're done.** Click **Stop following** on its newest reply, or tell it "stop following this thread." Mention it again to turn following back on.
- **Don't paste end-user personal data.** Read [What not to share](#what-not-to-share).

## What Concierge can't answer

- **Pricing, contracts, renewals, and the roadmap.** These go to your account team.
- **Individual records and data analysis when Read data is off.** Concierge tells you the setting is off and who can turn it on. Read [What Concierge can see](https://help.withpersona.com/articles/YGBrYGzSU4F041x7f0HDQk/#what-concierge-can-see).
- **Bugs that need engineering, and fixes Persona makes on its side**, such as correcting a misread document.
- **Anything outside your own organizations and channel.**

## If Concierge can't answer

Concierge tells you plainly that it can't answer, and why. If the reason is a setting, it names the setting and who can change it. It gives whatever partial answer it can from the documentation or your configuration, and it hands the rest to your account team in the same thread, so nobody has to start over.

If an answer is wrong or incomplete, reply in the thread with what's missing, or react with 👍 or 👎. Your account team watches the channel and fixes errors.

## What not to share

Don't share these with Concierge:

- End-user personal data: names, dates of birth, ID numbers, Social Security numbers, addresses, email addresses, and phone numbers.
- ID images, selfies, or documents that belong to your end users.
- Secrets: API keys, passwords, or webhook secrets.

Share the Persona token instead, such as the `inq_…` Inquiry ID. That's all Concierge needs to find a record. In Slack, everything you post is visible to the whole channel, and Concierge flags personal data when someone posts it.

If you have any questions about data privacy or security controls, reach out to the account team.

## When to contact a person

Concierge works alongside your account team and doesn't replace a person. Anything Concierge can't handle goes to a person, and your support and response times stay the same.

| Use Concierge                                               | Go to your account team                                                       |
| ----------------------------------------------------------- | ----------------------------------------------------------------------------- |
| How-to and product questions                                | Pricing, contracts, renewals, and the roadmap                                 |
| Questions about your own templates, Workflows, and settings | Account, user, or billing changes                                             |
| API, webhook, and integration help                          | Bugs that need engineering                                                    |
| Why an Inquiry or Verification behaved a certain way        | Anything Concierge says it can't finish                                       |
| Checking a support ticket or Persona's status               | Escalations, complaints, and sensitive decisions about an individual end user |
| Drafting a configuration change for review                  |                                                                               |

For outages, check [Persona's status page](https://status.withpersona.com/) and contact support through your usual route rather than waiting on Concierge.

Your account team can pick up a thread where Concierge stopped. If you don't have a dedicated account team, [contact Persona support](https://app.withpersona.com/dashboard/contact-us?category=other).