This question came from customer teams who use Persona Concierge.
These are the questions teams ask most often about Persona Concierge. For the details behind each answer, read Introduction to Persona Concierge and Persona Concierge best practices. Where an answer says to ask your account team and you don’t have a dedicated account team, contact Persona support.
What if I didn't get the Slack invitation, or my company can't join external Slack workspaces?
Accept the invitation to the Persona Developers Slack workspace. Check your spam folder first. If your company can’t join external Slack workspaces, tell your account team. You can still use Concierge in the Persona Dashboard. Your support and response times stay the same either way.
Can Concierge see our end users' personal data? Will it show up in Slack?
Not by default. Read data is off by default, so Concierge can’t open individual records or analyze your data. If Read data is turned on, Concierge can read individual records. Read What Concierge can see and What not to share first.
Can Concierge change our setup?
Only when you ask for a change, and only with approval. In Slack, configuration changes need write access to be on for your organization and an approved approval card. By default, a Persona team member approves. In the Dashboard, you confirm before anything is saved or published. Read Actions Concierge can and can’t take.
What can Concierge answer, and what can't it?
It handles product and API questions, your setup, why a specific Inquiry turned out the way it did, numbers about your usage (with Read data on), and documents or code. It can’t answer pricing, contract, renewal, or roadmap questions. Read What Concierge can help with and What Concierge can’t answer.
What if Concierge isn't responding, or says it's not set up in this channel?
Make sure you selected @Persona Concierge from the suggestions when you typed it. A newly created channel takes a few minutes to connect. If Concierge still doesn’t respond, tell your account team. Read If Concierge doesn’t respond for other causes.
We have more than one organization, for example US and EU. Which one does Concierge answer about?
Persona can set a home organization, so Concierge works across all of your organizations and can compare them in one thread. Concierge assumes the home organization, or the one the thread was last discussing, so name the organization or region in your question, especially in follow-up messages. Read Customers with more than one organization.
Concierge said it wasn't able to finish answering. What now?
Try again in the same thread, or break a big request into smaller ones. For example, ask for the analysis first and the visual guide second. If it still can’t finish, your account team can pick up the thread.
Does Concierge replace our account team or Persona Support?
No. Concierge works alongside your account team in the same channel, and Persona Support is still available. Response times don’t change, and anything Concierge can’t handle goes to a person. Read When to contact a person.
Who on our team can use Concierge?
In Slack, anyone in your channel. You can invite more teammates to the channel. In the Dashboard, any user in your organization, within what their role allows.
Can we turn Concierge off?
Yes. Ask your account team. In the Dashboard, an admin can also turn it off under Organization > Data & privacy.
Does Concierge work in Microsoft Teams?
Not yet. More channels, including Microsoft Teams, are on the roadmap. Today, Concierge works in Slack and in the Persona Dashboard. Read Availability.
This answer was reviewed by Justin Baker, a member of the Agents team at Persona. FAQs, unlike other articles, are written to provide Persona Community members more specific answers to common questions. While we periodically review responses and answers, please note when this FAQ was last updated as information may have changed since then.