Overview
Persona Concierge is an AI agent that works in the shared Slack channel you already have with Persona. Mention it in a message or thread and it replies in that thread, any time of day.
Concierge works alongside your account team in the same channel. Your team’s support and response times stay the same.
Concierge draws on three sources: Persona’s product knowledge (products, documentation, and API), your Persona organization (your configuration and your data), and the conversation in the channel. It works only in your channel and only with your organization.
What Concierge can do
Every request is one of these four tasks, or a mix of them.
- Explain. Ask how a Persona product works, how your setup works, why a specific Inquiry or Verification turned out the way it did, or how to integrate with the Persona API.
- Analyze. Ask for numbers from your Persona data, such as volumes, pass rates, trends, and breakdowns.
- Create. Ask for something your team can keep and share: a web page anyone in the channel can open, slides, a diagram, a spreadsheet, a written doc, a video, or code for your engineers.
- Change. Ask Concierge to update your Persona configuration, such as an Inquiry Template, a Workflow, or a policy set. See Changes to your configuration.
For example, you can ask, “Identify why our pass rates dropped last week, and help us fix it.” Concierge analyzes the drop, explains the cause, creates a diagram of the fix, and makes the change once someone approves it.
When to use Concierge
Use Concierge for:
- How-to and product questions
- Questions about your own setup, such as templates, Workflows, and why an Inquiry behaved a certain way
- Technical and integration help, such as API questions, webhook IP addresses, and code samples
- Checking on support tickets
Go to your account team for commercial questions and for anything Concierge can’t finish. Concierge hands off in the same thread.
Start using Concierge
- Accept the invitation email to the Persona Developers Slack workspace.
- Open your dedicated channel with Persona.
- Mention @Persona Concierge in a new message or in an existing thread, and ask your question.
Concierge replies in the thread where you mentioned it. Anyone in the channel can read the thread and keep the conversation going.
Changes to your configuration
Concierge can always read your configuration. It can change your configuration only when write access is turned on for your organization. Accounts that aren’t linked to a Persona organization don’t get Persona CLI access.
Nothing goes live until someone approves it in the channel. By default, a Persona team member approves changes made through the Persona CLI. To change who has write access or who approves changes, ask your account team.
Concierge doesn’t use the Persona CLI unless you ask it to. When you want a change made, say so in your request.
If Concierge doesn’t respond
- You didn’t get the Slack invitation. Check your spam folder, then ask your account team to confirm the invitation went to your email address.
- Concierge replies that it is “not set up to answer in this channel.” Concierge joins a channel only when all four of these are true: the channel name starts with
ext-, the channel is private, the channel is linked to your account in Persona, and your account has a Persona organization with a customer tier. Tell your account team which of these is missing. Concierge joins on the next daily run once it is fixed. - Concierge doesn’t answer your mention. Confirm you typed @Persona Concierge and selected it from the suggestions. Mention it again in the same thread.
- The answer is wrong or incomplete. Reply in the thread with what’s missing. Your account team can pick it up in the same channel.