From fc5508410fae2517fc4c4af48f0da6ab90782cf1 Mon Sep 17 00:00:00 2001
From: Stephanie Elliott <31225194+stephanieelliott@users.noreply.github.com>
Date: Thu, 30 Oct 2025 17:13:14 -1000
Subject: [PATCH 01/37] Update _routes.yml
---
docs/_data/_routes.yml | 5 +++++
1 file changed, 5 insertions(+)
diff --git a/docs/_data/_routes.yml b/docs/_data/_routes.yml
index 20d0a60e8487..87e0484a18bc 100644
--- a/docs/_data/_routes.yml
+++ b/docs/_data/_routes.yml
@@ -103,6 +103,11 @@ platforms:
title: Chat
icon: /assets/images/chat-bubble.svg
description: Use Expensify's chat feature to split bills, chat with employees, and manage payments.
+
+ - href: concierge-ai
+ title: Concierge AI
+ icon: /assets/images/concierge-avatar.svg
+ description: Learn about Concierge AI and what it can do.
- href: workspaces
title: Workspaces
From 3d1a46bb550543f88c00277fb74c5dafcca017a2 Mon Sep 17 00:00:00 2001
From: Stephanie Elliott <31225194+stephanieelliott@users.noreply.github.com>
Date: Thu, 30 Oct 2025 17:14:19 -1000
Subject: [PATCH 02/37] Create index.html
---
docs/new-expensify/hubs/concierge-ai/index.html | 6 ++++++
1 file changed, 6 insertions(+)
create mode 100644 docs/new-expensify/hubs/concierge-ai/index.html
diff --git a/docs/new-expensify/hubs/concierge-ai/index.html b/docs/new-expensify/hubs/concierge-ai/index.html
new file mode 100644
index 000000000000..3e28f06ce340
--- /dev/null
+++ b/docs/new-expensify/hubs/concierge-ai/index.html
@@ -0,0 +1,6 @@
+---
+layout: default
+title: Concierge AI
+---
+
+{% include hub.html %}
From d5fef6444759d71a3140f816ced2e90084268e08 Mon Sep 17 00:00:00 2001
From: Stephanie Elliott <31225194+stephanieelliott@users.noreply.github.com>
Date: Thu, 30 Oct 2025 17:17:16 -1000
Subject: [PATCH 03/37] Create Concierge-Basics.md
---
.../hubs/concierge-ai/Concierge-Basics.md | 90 +++++++++++++++++++
1 file changed, 90 insertions(+)
create mode 100644 docs/new-expensify/hubs/concierge-ai/Concierge-Basics.md
diff --git a/docs/new-expensify/hubs/concierge-ai/Concierge-Basics.md b/docs/new-expensify/hubs/concierge-ai/Concierge-Basics.md
new file mode 100644
index 000000000000..6fc3910e509a
--- /dev/null
+++ b/docs/new-expensify/hubs/concierge-ai/Concierge-Basics.md
@@ -0,0 +1,90 @@
+---
+title: Concierge Basics
+description: Get to know Concierge—your built-in support agent, expense assistant, and workflow manager.
+keywords: Concierge AI, Concierge basics, support chat, contact Concierge, hybrid agent, how to talk to Concierge, Expensify AI
+---
+
+
+Concierge is your built-in Expensify assistant—here to answer questions, create expenses, manage reports, and get things done faster. It's part AI, part human, and always available.
+
+# What is Concierge AI?
+
+Concierge is an intelligent support agent that lives inside Expensify. It’s powered by AI but backed by real people when needed. Whether you’re asking about a feature, creating an expense, or chasing down a report, Concierge is built to help.
+
+Think of it as your:
+- Product expert
+- Expense assistant
+- Workflow manager
+
+All rolled into ond!
+
+# Where to find Concierge AI
+
+You can chat with Concierge from anywhere in Expensify.
+
+- **On web:** Click the chat icon in the lower-right corner of any page.
+- **On mobile:** Tap the hamburger menu in the top-left, then choose **Concierge**.
+
+You can also:
+- Email: **concierge@expensify.com**
+- Text: **47777** (US only)
+
+# How to talk to Concierge
+
+Just start chatting - literally. You don’t need special commands. Ask questions, give instructions, or upload a receipt. A few examples:
+
+- “How do I change my Workspace settings?”
+- “Create a $12 lunch expense for today.”
+- “Submit my April travel report.”
+- “Approve Alice’s report with the Uber expense.”
+
+The more specific you are, the better the response.
+
+# What makes Concierge different?
+
+Concierge isn’t just a chatbot. It’s a **hybrid agent** designed to adapt to your needs and your context.
+
+- **Contextual** – Ask the same question in different places (DM, report chat, workspace chat) and get a context-specific answer.
+- **Hybrid** – Concierge uses AI for most things, but passes the chat to a real person if needed.
+- **Multi-modal** – No need to choose between support, expense, or approval bots—Concierge handles it all.
+
+# Can I ask multiple questions at once?
+
+Yes! Just be clear. Concierge can handle multi-step or multi-question messages like:
+
+> “Is this report reimbursable? And can you create a $25 taxi expense for it?”
+
+# Can I talk to a real person?
+
+Yep. Just say you’d like to chat with a human, and we’ll connect you 24/7.
+
+If you’re working with an onboarding specialist or account manager, Concierge can even schedule a call for you.
+
+# What can Concierge do?
+
+Here’s what it can help with today:
+- Answer questions about Expensify’s features and settings
+- Diagnose and troubleshoot issues
+- Create or edit expenses
+- Submit, approve, reimburse, or export reports
+- Schedule calls with real humans (when available)
+
+And there’s more on the way.
+
+# How does Concierge keep my data safe?
+
+We built Concierge with privacy at the core:
+- Your data stays within Expensify—Concierge only sees what it needs to help you.
+- LLMs never access more than the info required for your unique message.
+- We have **zero-retention** agreements with AI partners, so your data isn’t stored or reused.
+
+There’s no risk of another customer “seeing” your data—because they can’t.
+
+# Want to go AI-only?
+
+If you’d prefer not to include human support, you can disable escalation entirely.
+
+**To do this:**
+Go to `Account > Preferences > Allow Concierge to escalate to humans` and toggle it off.
+
+
From 40d9445e66cbf174d38ac695984b181c169c944d Mon Sep 17 00:00:00 2001
From: Stephanie Elliott <31225194+stephanieelliott@users.noreply.github.com>
Date: Thu, 30 Oct 2025 17:18:32 -1000
Subject: [PATCH 04/37] Create Concierge-Intelligence.md
---
.../concierge-ai/Concierge-Intelligence.md | 77 +++++++++++++++++++
1 file changed, 77 insertions(+)
create mode 100644 docs/new-expensify/hubs/concierge-ai/Concierge-Intelligence.md
diff --git a/docs/new-expensify/hubs/concierge-ai/Concierge-Intelligence.md b/docs/new-expensify/hubs/concierge-ai/Concierge-Intelligence.md
new file mode 100644
index 000000000000..ea2219d6b052
--- /dev/null
+++ b/docs/new-expensify/hubs/concierge-ai/Concierge-Intelligence.md
@@ -0,0 +1,77 @@
+---
+title: Concierge Intelligence
+description: Learn how Concierge uses context, AI, and automation to understand what you need and get it done fast.
+keywords: Concierge Intelligence, how Concierge works, AI context, multi-modal agent, contextual chatbot, Expensify support AI, Concierge automation
+---
+
+
+Concierge isn’t just smart—it’s **context-aware**, multi-skilled, and built to handle whatever you throw at it. Here’s how it understands your questions and gets things done faster than ever.
+
+# How does Concierge work?
+
+Concierge is a **hybrid AI agent** built on top of GenAI, automation tools, and a powerful rules engine. It figures out what you're trying to do, pulls in the right tools, and responds with answers—or actions.
+
+If it doesn’t know something? It escalates to a real person.
+
+# What makes Concierge intelligent?
+
+Concierge uses a few smart tricks to figure out how to help:
+
+- **Context-aware** – It knows *where* you’re asking, so it can tailor the response (more below).
+- **Multi-modal** – It acts like different assistants (support agent, expense assistant, etc.) all in one conversation.
+- **Hybrid support** – It combines AI + humans, switching seamlessly when needed.
+- **Natural language understanding** – Just talk to it like you would to a coworker.
+
+# What is contextual behavior?
+
+Concierge adapts based on where and how you ask questions. That means:
+
+- If you chat in a report → it answers about that report.
+- If you're in a DM → it considers all your expenses.
+- If you ask from a Workspace chat → it focuses on that Workspace.
+- If you're on a specific expense → it assumes you're talking about *that* expense.
+
+You don’t have to explain every detail—just speak naturally and Concierge will fill in the blanks.
+
+# What is a multi-modal agent?
+
+Instead of having multiple bots for different things (like one for expenses and another for support), Concierge is **all-in-one**.
+
+That means:
+- You can ask anything—no need to figure out *who* to ask.
+- You can combine requests in one message.
+ - Example: “Is this reimbursable? Can you add a $12 taxi expense too?”
+
+# Can I ask multiple things at once?
+
+Definitely. Concierge can understand and respond to complex or multi-step questions—as long as it’s clear what you want.
+
+Here’s what works well:
+- “Create a $5 lunch expense and add it to my April report.”
+- “What does ‘non-reimbursable’ mean, and can you mark this expense as such?”
+
+The key is being specific. The clearer you are, the better Concierge can help.
+
+# What happens when Concierge doesn’t know something?
+
+If the AI hits a wall, it won’t leave you hanging. It’ll bring in a real person—often without you needing to ask.
+
+You can also say “Talk to a human” at any time, and Concierge will escalate the conversation.
+
+# What powers Concierge behind the scenes?
+
+Here’s what fuels its intelligence:
+- A custom-trained GenAI model
+- A rules engine that handles logic and automation
+- Real-time access to your Expensify data (just enough to help)
+- Escalation paths for live support when needed
+
+# TL;DR — What makes Concierge different?
+
+- Knows where you’re chatting and tailors responses
+- Understands natural, multi-part questions
+- Does support, expenses, and reporting in one place
+- Switches to a human when it gets stuck
+- Just works—no setup, no training required
+
+
From da7ab318a248ec4a7e2256daf6607d449f3a8a1b Mon Sep 17 00:00:00 2001
From: Stephanie Elliott <31225194+stephanieelliott@users.noreply.github.com>
Date: Thu, 30 Oct 2025 17:20:00 -1000
Subject: [PATCH 05/37] Create Support-Agent.md
---
.../hubs/concierge-ai/Support-Agent.md | 66 +++++++++++++++++++
1 file changed, 66 insertions(+)
create mode 100644 docs/new-expensify/hubs/concierge-ai/Support-Agent.md
diff --git a/docs/new-expensify/hubs/concierge-ai/Support-Agent.md b/docs/new-expensify/hubs/concierge-ai/Support-Agent.md
new file mode 100644
index 000000000000..4320fbee9c30
--- /dev/null
+++ b/docs/new-expensify/hubs/concierge-ai/Support-Agent.md
@@ -0,0 +1,66 @@
+---
+title: Support Agent
+description: Learn how Concierge acts as your AI-powered support agent—ready to answer questions, troubleshoot issues, and guide you through Expensify.
+keywords: Support Agent, Concierge Support, AI support, Expensify help, troubleshoot Expensify, how to contact Concierge, schedule onboarding call
+---
+
+
+When you have a question about Expensify, Concierge is your first responder. Whether you're setting up a feature or something isn't working quite right, the Support Agent is ready to help.
+
+# What is a Support Agent?
+
+A support agent helps you troubleshoot issues, answer questions, and navigate Expensify. Concierge becomes a Support Agent whenever you ask something about how the product works.
+
+It’s AI-first, but backed by real people whenever needed.
+
+# What kind of help can Concierge provide?
+
+Concierge can handle most common support requests right away, like:
+
+- ✅ Explaining Expensify features or settings
+- ✅ Walking you through how to configure something
+- ✅ Troubleshooting account issues
+- ✅ Scheduling onboarding or account manager calls (if available)
+- ❌ Reconfiguring your Workspace *for you* (coming soon)
+
+If you’ve got a “how do I…?” question, Concierge is your go-to.
+
+# Where can I ask for help?
+
+You can reach Concierge in lots of ways:
+
+- **In-app chat:**
+ - **Web:** Click the chat icon in the lower-right
+ - **Mobile:** Tap the hamburger menu, then tap **Concierge**
+- **Workspace chat:** Mention Concierge in any room (like #admins)
+- **Expense or report chat:** Ask directly in the thread
+- **Email:** concierge@expensify.com
+- **Text:** 47777 (US only)
+
+Wherever you ask, Concierge will use the context to give the most relevant answer.
+
+# Can I talk to a human?
+
+Yep—just say the word. If Concierge can’t solve your issue, or you’d prefer to talk to someone, it’ll hand things off to a real person.
+
+Support is available 24/7 via chat.
+
+# Can I talk to someone on the phone?
+
+If you have an onboarding specialist or account manager, Concierge can help schedule a call with them. Just ask!
+
+# What happens when Concierge doesn’t know something?
+
+If the AI can’t help, it won’t leave you hanging. It’ll escalate your question to a human right away. No hoops to jump through, and no repeating yourself.
+
+# Pro tip: Be specific
+
+The more detail you give, the better Concierge can help. Try including things like:
+- Report name or amount
+- Expense description or merchant
+- Exact error message (if any)
+- What you were doing when the issue happened
+
+That gives the Support Agent everything it needs to get you a quick answer—or pass it along to someone who can.
+
+
From ed40d912dd1a75f1e9d9424683fc87caf06339b8 Mon Sep 17 00:00:00 2001
From: Stephanie Elliott <31225194+stephanieelliott@users.noreply.github.com>
Date: Thu, 30 Oct 2025 17:20:39 -1000
Subject: [PATCH 06/37] Create Expense-Assistant.md
---
.../hubs/concierge-ai/Expense-Assistant.md | 87 +++++++++++++++++++
1 file changed, 87 insertions(+)
create mode 100644 docs/new-expensify/hubs/concierge-ai/Expense-Assistant.md
diff --git a/docs/new-expensify/hubs/concierge-ai/Expense-Assistant.md b/docs/new-expensify/hubs/concierge-ai/Expense-Assistant.md
new file mode 100644
index 000000000000..7922751b7d83
--- /dev/null
+++ b/docs/new-expensify/hubs/concierge-ai/Expense-Assistant.md
@@ -0,0 +1,87 @@
+---
+title: Expense Assistant
+description: Use Concierge as your expense assistant to create, edit, and manage expenses—just by asking.
+keywords: Expense Assistant, Concierge expense help, create expense, edit expense, modify expense, Concierge AI, expense chatbot
+---
+
+
+Need to log an expense? Just tell Concierge. Whether you're snapping a receipt, recording mileage, or updating the merchant, the Expense Assistant has you covered.
+
+# What is an Expense Assistant?
+
+An expense assistant is a chatbot that can create, modify, and answer questions about expenses. Concierge becomes your Expense Assistant whenever you're talking about receipts, purchases, or mileage.
+
+You don’t need to fill out forms—just ask, and Concierge does the rest.
+
+# What can Concierge do automatically?
+
+Concierge takes care of a bunch of expense tasks in the background:
+
+- ✅ Categorizes expenses based on your Workspace rules
+- ✅ Applies categories based on your past behavior
+- ✅ Adds expenses to the right report
+- ✅ Moves held expenses to a new report when unheld ones are submitted
+- ❌ Tags expenses based on past behavior *(coming soon)*
+
+# What can I ask Concierge to do?
+
+### ✅ Create expenses
+
+You can say things like:
+
+- “Create a $5 Starbucks expense for coffee with Alice”
+- “Record 25 miles driving for lunch with Bob”
+- “Add a $60 dinner expense to my New York trip report”
+
+You can also:
+- Upload a receipt image directly in the chat
+- Email a receipt to **concierge@expensify.com**
+- Text a receipt to **47777** (US only)
+
+### ✅ Modify expenses
+
+Ask Concierge to:
+
+- “Change the merchant to Extracto”
+- “Change the amount to $6”
+- “Categorize this as Client Meals”
+- “Mark this expense as non-reimbursable”
+- “Tag this to Bob’s Bananas”
+- “Update the description to matcha with Alice”
+
+💡 *Coming soon:*
+- “Delete this expense”
+- “Categorize all Starbucks expenses as Coffee Meetings”
+- “Attach this receipt to that transaction”
+
+# How do I tell Concierge which expense to update?
+
+You don’t need to be exact—Concierge uses context to figure it out.
+
+- **On an individual expense:** It’ll assume you mean *that* expense.
+- **In a report chat:** Reference the merchant, amount, or description.
+- **In a workspace chat:** It’ll focus on expenses within that Workspace.
+- **In a DM:** It may ask for clarification, since it could be about any expense.
+
+In general, just say what feels natural—Concierge will try to match it to the right one.
+
+# Can I add attendees or notes?
+
+You can! Just include it in your request:
+
+- “Create a $15 lunch expense with Alice and Bob”
+- “Add a note saying 'team celebration lunch’”
+- “Add Alice as an attendee”
+
+If something's not supported yet, Concierge will let you know or escalate the request.
+
+# What if I make a mistake?
+
+No problem—just ask Concierge to update or fix the expense.
+
+Example:
+> “Oops, that Starbucks expense was $7, not $5. Can you fix it?”
+
+Concierge will update the amount and confirm the change.
+
+
From fa4cd0696e250fccda7da4d448eb31e4abfa8cc2 Mon Sep 17 00:00:00 2001
From: Stephanie Elliott <31225194+stephanieelliott@users.noreply.github.com>
Date: Thu, 30 Oct 2025 17:24:03 -1000
Subject: [PATCH 07/37] Update Concierge-Basics.md
---
.../hubs/concierge-ai/Concierge-Basics.md | 101 +++++++++---------
1 file changed, 52 insertions(+), 49 deletions(-)
diff --git a/docs/new-expensify/hubs/concierge-ai/Concierge-Basics.md b/docs/new-expensify/hubs/concierge-ai/Concierge-Basics.md
index 6fc3910e509a..bf9ddde07fd6 100644
--- a/docs/new-expensify/hubs/concierge-ai/Concierge-Basics.md
+++ b/docs/new-expensify/hubs/concierge-ai/Concierge-Basics.md
@@ -1,90 +1,93 @@
---
-title: Concierge Basics
-description: Get to know Concierge—your built-in support agent, expense assistant, and workflow manager.
-keywords: Concierge AI, Concierge basics, support chat, contact Concierge, hybrid agent, how to talk to Concierge, Expensify AI
+title: Concierge AI basics in New Expensify
+description: Learn how to use Concierge AI in New Expensify—your built-in support agent, workflow manager, and expense assistant.
+keywords: Concierge AI, support chat, contact Concierge, submit expenses, approve reports, AI help, human support, disable escalation
---
-
-Concierge is your built-in Expensify assistant—here to answer questions, create expenses, manage reports, and get things done faster. It's part AI, part human, and always available.
+
-# What is Concierge AI?
+Concierge is your built-in Expensify assistant—here to answer questions, create expenses, manage reports, and speed up your workflows. It’s part AI, part human, and always available.
-Concierge is an intelligent support agent that lives inside Expensify. It’s powered by AI but backed by real people when needed. Whether you’re asking about a feature, creating an expense, or chasing down a report, Concierge is built to help.
+# What is Concierge AI in New Expensify?
-Think of it as your:
-- Product expert
-- Expense assistant
-- Workflow manager
+Concierge is an intelligent support agent that lives inside Expensify. It’s powered by AI and backed by real humans when needed. Whether you’re asking about a feature, creating an expense, or troubleshooting an issue, Concierge is designed to help.
-All rolled into ond!
+Think of Concierge as your:
+- Product expert
+- Expense assistant
+- Workflow manager
-# Where to find Concierge AI
+All rolled into one!
-You can chat with Concierge from anywhere in Expensify.
+# Where to find Concierge AI in New Expensify
-- **On web:** Click the chat icon in the lower-right corner of any page.
-- **On mobile:** Tap the hamburger menu in the top-left, then choose **Concierge**.
+You can chat with Concierge from anywhere in the app:
-You can also:
+- **On web:** Click the chat icon in the lower-right corner of any screen.
+- **On mobile:** Tap the hamburger menu in the top-left corner, then select **Concierge**.
+
+You can also contact Concierge by:
- Email: **concierge@expensify.com**
- Text: **47777** (US only)
-# How to talk to Concierge
+# How to use Concierge AI
-Just start chatting - literally. You don’t need special commands. Ask questions, give instructions, or upload a receipt. A few examples:
+Just start chatting—no special commands required. Ask a question, give an instruction, or upload a receipt.
+Here are a few examples you can type:
- “How do I change my Workspace settings?”
- “Create a $12 lunch expense for today.”
- “Submit my April travel report.”
- “Approve Alice’s report with the Uber expense.”
-The more specific you are, the better the response.
+> **Tip:** The more specific you are, the better the response.
-# What makes Concierge different?
+# What makes Concierge AI different?
-Concierge isn’t just a chatbot. It’s a **hybrid agent** designed to adapt to your needs and your context.
+Concierge isn’t just a chatbot. It’s a **hybrid agent** that adapts to your needs and understands the context.
-- **Contextual** – Ask the same question in different places (DM, report chat, workspace chat) and get a context-specific answer.
-- **Hybrid** – Concierge uses AI for most things, but passes the chat to a real person if needed.
-- **Multi-modal** – No need to choose between support, expense, or approval bots—Concierge handles it all.
+- **Contextual:** Ask the same question in different places (DM, report chat, workspace chat) and get tailored answers.
+- **Hybrid:** Concierge uses AI for most questions and seamlessly escalates to a human if needed.
+- **Multi-modal:** No need to choose between support, expense, or approval bots—Concierge handles them all.
-# Can I ask multiple questions at once?
+# What can Concierge AI do?
-Yes! Just be clear. Concierge can handle multi-step or multi-question messages like:
+Concierge can help you:
+- Answer questions about Expensify’s features and settings
+- Diagnose and troubleshoot issues
+- Create or edit expenses
+- Submit, approve, reimburse, or export reports
+- Schedule a call with a human (when available)
-> “Is this report reimbursable? And can you create a $25 taxi expense for it?”
+New features are added regularly.
-# Can I talk to a real person?
+# Can I ask Concierge AI multiple questions at once?
-Yep. Just say you’d like to chat with a human, and we’ll connect you 24/7.
+Yes! Just be clear in your message. Concierge can understand multi-step instructions like:
-If you’re working with an onboarding specialist or account manager, Concierge can even schedule a call for you.
+> “Is this report reimbursable? And can you create a $25 taxi expense for it?”
-# What can Concierge do?
+# Can I talk to a real person instead of Concierge AI?
-Here’s what it can help with today:
-- Answer questions about Expensify’s features and settings
-- Diagnose and troubleshoot issues
-- Create or edit expenses
-- Submit, approve, reimburse, or export reports
-- Schedule calls with real humans (when available)
+Absolutely. Just say you’d like to chat with a human, and we’ll connect you—24/7.
-And there’s more on the way.
+If you’re working with an onboarding specialist or account manager, Concierge can schedule a call with them for you.
-# How does Concierge keep my data safe?
+# How does Concierge AI protect my data?
-We built Concierge with privacy at the core:
-- Your data stays within Expensify—Concierge only sees what it needs to help you.
-- LLMs never access more than the info required for your unique message.
-- We have **zero-retention** agreements with AI partners, so your data isn’t stored or reused.
+Concierge is built with privacy at its core:
+- Your data stays inside Expensify and is only accessed as needed.
+- AI systems never see more than what's required to respond to your message.
+- We have **zero-retention** agreements with AI providers, meaning your data is never stored or reused.
-There’s no risk of another customer “seeing” your data—because they can’t.
+There’s no risk of another customer seeing your data—because they can’t.
-# Want to go AI-only?
+# How to disable human escalation in Concierge AI
-If you’d prefer not to include human support, you can disable escalation entirely.
+Prefer an AI-only experience? You can prevent Concierge from escalating your messages to a human.
-**To do this:**
-Go to `Account > Preferences > Allow Concierge to escalate to humans` and toggle it off.
+**To disable escalation:**
+1. Go to `Account > Settings > Preferences`.
+2. Toggle off **Allow Concierge to escalate to humans**.
From 11d48f0141bd214903bf44010b3772939ced185d Mon Sep 17 00:00:00 2001
From: Stephanie Elliott <31225194+stephanieelliott@users.noreply.github.com>
Date: Thu, 30 Oct 2025 17:30:53 -1000
Subject: [PATCH 08/37] Create index.md
---
docs/articles/new-expensify/concierge-ai/index.md | 1 +
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+
From 54643171909eb5a8334ae67364dac1c428414775 Mon Sep 17 00:00:00 2001
From: Stephanie Elliott <31225194+stephanieelliott@users.noreply.github.com>
Date: Thu, 30 Oct 2025 17:37:11 -1000
Subject: [PATCH 09/37] Create concierge-basics.md
---
.../concierge-ai/concierge-basics.md | 92 +++++++++++++++++++
1 file changed, 92 insertions(+)
create mode 100644 docs/articles/new-expensify/concierge-ai/concierge-basics.md
diff --git a/docs/articles/new-expensify/concierge-ai/concierge-basics.md b/docs/articles/new-expensify/concierge-ai/concierge-basics.md
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@@ -0,0 +1,92 @@
+---
+title: Concierge Basica
+description: Get to know Concierge - your built-in support agent, expense assistant, and workflow manager.
+keywords: Concierge AI, support chat, contact Concierge, submit expenses, approve reports, AI help, human support, disable escalation
+---
+
+
+Concierge is your built-in Expensify assistant—here to answer questions, create expenses, manage reports, and speed up your workflows. It’s part AI, part human, and always available.
+
+# What is Concierge AI in New Expensify?
+
+Concierge is an intelligent support agent that lives inside Expensify. It’s powered by AI and backed by real humans when needed. Whether you’re asking about a feature, creating an expense, or troubleshooting an issue, Concierge is designed to help.
+
+Think of Concierge as your:
+- Product expert
+- Expense assistant
+- Workflow manager
+
+All rolled into one!
+
+# Where to find Concierge AI in New Expensify
+
+You can chat with Concierge from anywhere in the app:
+
+- **On web:** Click the chat icon in the lower-right corner of any screen.
+- **On mobile:** Tap the hamburger menu in the top-left corner, then select **Concierge**.
+
+You can also contact Concierge by:
+- Email: **concierge@expensify.com**
+- Text: **47777** (US only)
+
+# How to use Concierge AI
+
+Just start chatting—no special commands required. Ask a question, give an instruction, or upload a receipt.
+
+Here are a few examples you can type:
+- “How do I change my Workspace settings?”
+- “Create a $12 lunch expense for today.”
+- “Submit my April travel report.”
+- “Approve Alice’s report with the Uber expense.”
+
+> **Tip:** The more specific you are, the better the response.
+
+# What makes Concierge AI different?
+
+Concierge isn’t just a chatbot. It’s a **hybrid agent** that adapts to your needs and understands the context.
+
+- **Contextual:** Ask the same question in different places (DM, report chat, workspace chat) and get tailored answers.
+- **Hybrid:** Concierge uses AI for most questions and seamlessly escalates to a human if needed.
+- **Multi-modal:** No need to choose between support, expense, or approval bots—Concierge handles them all.
+
+# What can Concierge AI do?
+
+Concierge can help you:
+- Answer questions about Expensify’s features and settings
+- Diagnose and troubleshoot issues
+- Create or edit expenses
+- Submit, approve, reimburse, or export reports
+- Schedule a call with a human (when available)
+
+New features are added regularly.
+
+# Can I ask Concierge AI multiple questions at once?
+
+Yes! Just be clear in your message. Concierge can understand multi-step instructions like:
+
+> “Is this report reimbursable? And can you create a $25 taxi expense for it?”
+
+# Can I talk to a real person instead of Concierge AI?
+
+Absolutely. Just say you’d like to chat with a human, and we’ll connect you—24/7.
+
+If you’re working with an onboarding specialist or account manager, Concierge can schedule a call with them for you.
+
+# How does Concierge AI protect my data?
+
+Concierge is built with privacy at its core:
+- Your data stays inside Expensify and is only accessed as needed.
+- AI systems never see more than what's required to respond to your message.
+- We have **zero-retention** agreements with AI providers, meaning your data is never stored or reused.
+
+There’s no risk of another customer seeing your data—because they can’t.
+
+# How to disable human escalation in Concierge AI
+
+Prefer an AI-only experience? You can prevent Concierge from escalating your messages to a human.
+
+**To disable escalation:**
+1. Go to `Account > Settings > Preferences`.
+2. Toggle off **Allow Concierge to escalate to humans**.
+
+
From 72d4fdf3dcc3393c6c1017c32c03d54f03bb3038 Mon Sep 17 00:00:00 2001
From: Stephanie Elliott <31225194+stephanieelliott@users.noreply.github.com>
Date: Thu, 30 Oct 2025 17:37:44 -1000
Subject: [PATCH 10/37] Create Concierge-Intelligence
---
.../concierge-ai/Concierge-Intelligence | 86 +++++++++++++++++++
1 file changed, 86 insertions(+)
create mode 100644 docs/articles/new-expensify/concierge-ai/Concierge-Intelligence
diff --git a/docs/articles/new-expensify/concierge-ai/Concierge-Intelligence b/docs/articles/new-expensify/concierge-ai/Concierge-Intelligence
new file mode 100644
index 000000000000..30ffdf887432
--- /dev/null
+++ b/docs/articles/new-expensify/concierge-ai/Concierge-Intelligence
@@ -0,0 +1,86 @@
+---
+title: Concierge Intelligence
+description: Learn how Concierge uses context, AI, and automation to understand what you need and get it done fast.
+keywords: Concierge Intelligence, how Concierge works, AI context, multi-modal agent, contextual chatbot, Expensify support AI, Concierge automation
+---
+
+
+**Breadcrumb:** `Account > Settings > Concierge`
+
+Concierge isn’t just smart—it’s **context-aware**, multi-skilled, and built to help you get more done with less effort. This guide explains how Concierge works, what makes it intelligent, and how to get the most out of it.
+
+# How Concierge works
+
+Concierge is a **hybrid AI agent** built with GenAI, automation tools, and a powerful rules engine. It figures out what you're trying to do, pulls in the right tools, and responds with answers—or takes action automatically.
+
+If Concierge doesn’t know something, it escalates to a real person.
+
+# Key traits of Concierge intelligence
+
+Concierge uses a few smart capabilities to figure out how to help:
+
+- **Context-aware** – Understands *where* you’re asking from to tailor the response.
+- **Multi-modal** – Acts like multiple assistants (support agent, expense assistant, etc.) in one.
+- **Hybrid support** – Combines AI and humans, switching seamlessly when needed.
+- **Natural language understanding** – Responds to conversational input like a coworker would.
+
+# Understanding Concierge's contextual behavior
+
+Concierge adapts based on where and how you ask questions:
+
+- If you chat inside a **report** → It answers about that report.
+- If you're in a **DM** → It considers your full expense history.
+- If you're in a **Workspace chat** → It focuses on that Workspace.
+- If you're on a specific **expense** → It assumes you're referring to that expense.
+
+You don’t need to explain every detail—just speak naturally and Concierge will fill in the blanks.
+
+# What is a multi-modal agent?
+
+Instead of having different bots for different tasks, Concierge is all-in-one. That means:
+
+- You can ask anything—no need to figure out who to ask.
+- You can combine requests in one message.
+ - Example: “Is this reimbursable? Can you add a $12 taxi expense too?”
+
+# Can I ask multiple things at once?
+
+Yes! Concierge can understand complex or multi-part requests, as long as it’s clear what you want.
+
+Here’s what works well:
+- “Create a $5 lunch expense and add it to my April report.”
+- “What does ‘non-reimbursable’ mean, and can you mark this expense as such?”
+
+The more specific you are, the better Concierge can help.
+
+# What if Concierge doesn’t know something?
+
+If Concierge can’t answer a question, it will escalate to a real person—often without you needing to ask.
+
+You can also type **“Talk to a human”** at any time to request an escalation.
+
+# What powers Concierge behind the scenes?
+
+Concierge is powered by a mix of technology and human backup:
+
+- A custom-trained GenAI model
+- A rules engine that handles logic and automation
+- Real-time access to your Expensify data (just enough to help)
+- Escalation paths to live support when needed
+
+# Where to find Concierge
+
+To chat with Concierge:
+
+- **On web:** Click the **Concierge** button in the navigation tabs on the left.
+- **On mobile:** Tap the hamburger menu in the top-left corner, then select **Concierge**.
+
+# TL;DR – Why Concierge is different
+
+- Understands where you’re chatting from and adjusts accordingly
+- Handles natural, multi-part questions with ease
+- Manages support, expenses, and reporting in one place
+- Escalates to a human when needed
+- No setup or training required—it just works
+
+
From 1daa89ea254fcb2b28b03c59ca74c04a037494bb Mon Sep 17 00:00:00 2001
From: Stephanie Elliott <31225194+stephanieelliott@users.noreply.github.com>
Date: Thu, 30 Oct 2025 17:41:36 -1000
Subject: [PATCH 11/37] Create Support-Agent.md
---
.../concierge-ai/Support-Agent.md | 73 +++++++++++++++++++
1 file changed, 73 insertions(+)
create mode 100644 docs/articles/new-expensify/concierge-ai/Support-Agent.md
diff --git a/docs/articles/new-expensify/concierge-ai/Support-Agent.md b/docs/articles/new-expensify/concierge-ai/Support-Agent.md
new file mode 100644
index 000000000000..c5972dde8672
--- /dev/null
+++ b/docs/articles/new-expensify/concierge-ai/Support-Agent.md
@@ -0,0 +1,73 @@
+---
+title: Support Agent
+description: Learn how the Concierge Support Agent can answer questions, troubleshoot issues, and connect you to real-time help in Expensify.
+keywords: Concierge Support, Support Agent, Expensify help, AI support, troubleshoot Expensify, how to contact Concierge, onboarding call, Expensify chat support
+---
+Account > Help and Feedback > Concierge
+
+
+
+Concierge is your AI-powered support agent inside Expensify—available 24/7 to answer questions, troubleshoot problems, and connect you with a human if needed.
+
+# Concierge Support Agent
+
+## Who can use Concierge Support Agent
+
+Anyone with an Expensify account can contact Concierge for help—whether you're a new member setting up your Workspace or a Workspace Admin looking to troubleshoot account issues.
+
+## Where to find Concierge Support Agent
+
+You can ask Concierge for help from anywhere in Expensify:
+
+- **Web:** Click the chat icon in the lower-right corner
+- **Mobile:** Tap the hamburger menu in the top-left corner, then tap **Concierge**
+- **Workspace chat:** Mention Concierge in a chat room (e.g., `#admins`)
+- **Report or expense threads:** Ask a question in the thread
+- **Email:** Send a message to concierge@expensify.com
+- **Text (US only):** Text 47777
+
+Wherever you reach out, Concierge uses context from your account to tailor a relevant response.
+
+## What kind of help does Concierge Support Agent provide?
+
+Concierge can help with most common support requests:
+
+- ✅ Explain how Expensify features work
+- ✅ Walk you through setup or configuration
+- ✅ Troubleshoot issues or errors
+- ✅ Schedule calls with onboarding or account specialists
+- ❌ Reconfigure your Workspace *on your behalf* (coming soon)
+
+If you’re wondering “how do I…?”, Concierge is the fastest way to get answers.
+
+## Can I talk to a human instead?
+
+Yes! Just ask. If your question is complex, unclear, or you prefer human help, Concierge will connect you with a real support team member.
+
+Expensify offers 24/7 human support via chat.
+
+## Can I speak with someone on the phone?
+
+If you're working with an onboarding specialist or account manager, Concierge can help schedule a call. Just ask to set one up.
+
+## What happens when Concierge Support Agent doesn’t know something?
+
+If Concierge doesn’t have an immediate answer, it will escalate your request to a human automatically—no hoops, no repeats. You’ll stay in the same chat thread the entire time.
+
+# FAQ
+
+## What information helps Concierge Support Agent respond faster?
+
+Providing more detail upfront leads to quicker answers. Include:
+
+- Report name or amount
+- Expense description or merchant
+- Exact error message (if any)
+- What you were doing when the issue occurred
+
+## Can Concierge reconfigure my Workspace?
+
+Not yet! Concierge can walk you through how to make changes, but it won’t make updates on your behalf—for now.
+
+
+
From cf1dc6f3f5f4bad0c75f3868411fd0d02150a10f Mon Sep 17 00:00:00 2001
From: Stephanie Elliott <31225194+stephanieelliott@users.noreply.github.com>
Date: Thu, 30 Oct 2025 17:42:02 -1000
Subject: [PATCH 12/37] Rename concierge-basics.md to Concierge-Basics.md
---
.../concierge-ai/{concierge-basics.md => Concierge-Basics.md} | 0
1 file changed, 0 insertions(+), 0 deletions(-)
rename docs/articles/new-expensify/concierge-ai/{concierge-basics.md => Concierge-Basics.md} (100%)
diff --git a/docs/articles/new-expensify/concierge-ai/concierge-basics.md b/docs/articles/new-expensify/concierge-ai/Concierge-Basics.md
similarity index 100%
rename from docs/articles/new-expensify/concierge-ai/concierge-basics.md
rename to docs/articles/new-expensify/concierge-ai/Concierge-Basics.md
From e9365506c2834c966367b4ad31ab2f6cfd37ec0c Mon Sep 17 00:00:00 2001
From: Stephanie Elliott <31225194+stephanieelliott@users.noreply.github.com>
Date: Thu, 30 Oct 2025 17:42:25 -1000
Subject: [PATCH 13/37] Create Expense-Assistant.md
---
.../concierge-ai/Expense-Assistant.md | 100 ++++++++++++++++++
1 file changed, 100 insertions(+)
create mode 100644 docs/articles/new-expensify/concierge-ai/Expense-Assistant.md
diff --git a/docs/articles/new-expensify/concierge-ai/Expense-Assistant.md b/docs/articles/new-expensify/concierge-ai/Expense-Assistant.md
new file mode 100644
index 000000000000..df2566b6e9da
--- /dev/null
+++ b/docs/articles/new-expensify/concierge-ai/Expense-Assistant.md
@@ -0,0 +1,100 @@
+---
+title: Expense Assistant
+description: Learn how to use Concierge to create, edit, and manage expenses just by chatting — no forms required.
+keywords: Expense Assistant, Concierge, create expense, edit expense, manage expense, chatbot, mileage tracking, receipt capture
+---
+
+
+Account > Settings > Preferences
+
+Need to create or update an expense? Just ask Concierge. Whether you're uploading a receipt, tracking mileage, or fixing a merchant name, the Expense Assistant can handle it — no forms required.
+
+# What is the Expense Assistant feature?
+
+The Expense Assistant is a built-in chatbot that helps you manage expenses by chatting with Concierge. You can create, edit, and ask questions about receipts, purchases, and mileage — all in plain language.
+
+Instead of filling out fields manually, just say what you need, and Concierge will do the rest.
+
+# What tasks can Concierge handle automatically?
+
+Concierge handles many expense tasks for you behind the scenes:
+
+- Categorizes expenses based on your Workspace rules
+- Applies categories based on your past behavior
+- Adds expenses to the correct report
+- Moves held expenses to a new report when other expenses are submitted
+- *(Coming soon)* Tags expenses based on past behavior
+
+# How to use the Expense Assistant with Concierge
+
+You can ask Concierge to take action on expenses directly in chat. Here’s what you can do:
+
+## Create expenses
+
+Say things like:
+
+- “Create a $5 Starbucks expense for coffee with Alice”
+- “Record 25 miles driving for lunch with Bob”
+- “Add a $60 dinner expense to my New York trip report”
+
+You can also:
+- Upload a receipt image directly in the chat
+- Email a receipt to **concierge@expensify.com**
+- Text a receipt to **47777** (US only)
+
+## Modify expenses
+
+Ask Concierge to:
+- Change the merchant
+- Update the amount
+- Categorize the expense
+- Mark it as non-reimbursable
+- Add or update tags
+- Edit the description
+
+**Example requests:**
+- “Change the merchant to Extracto”
+- “Change the amount to $6”
+- “Categorize this as Client Meals”
+- “Tag this to Bob’s Bananas”
+- “Update the description to matcha with Alice”
+
+## Add attendees or notes
+
+Just include this info in your request:
+
+- “Create a $15 lunch expense with Alice and Bob”
+- “Add a note saying 'team celebration lunch'”
+- “Add Alice as an attendee”
+
+If something isn't supported yet, Concierge will either ask for clarification or escalate your request.
+
+# How does Concierge know which expense to update?
+
+Concierge uses context to figure out which expense you mean:
+
+- **On an individual expense:** It assumes you're referring to that expense.
+- **In a report chat:** It narrows the search using the merchant, amount, or description.
+- **In a workspace chat:** It focuses on expenses tied to that Workspace.
+- **In a direct message (DM):** It may ask for more details if it’s unclear.
+
+The more details you provide, the easier it is for Concierge to help.
+
+# What if I make a mistake?
+
+No problem — just ask Concierge to fix it.
+
+**Example:**
+> “That Starbucks expense was actually $7, not $5. Can you update it?”
+
+Concierge will update the expense and confirm the change.
+
+# What features are coming soon to the Expense Assistant?
+
+We’re actively expanding what Concierge can do with expenses. Upcoming capabilities include:
+
+- Deleting expenses via chat
+- Categorizing all expenses from a specific merchant
+- Attaching a receipt to a specific transaction
+
+
From 5c2e8b128e4d0cf9ef6311469058b602a11d4c81 Mon Sep 17 00:00:00 2001
From: Stephanie Elliott <31225194+stephanieelliott@users.noreply.github.com>
Date: Thu, 30 Oct 2025 17:43:08 -1000
Subject: [PATCH 14/37] Create Assistant-Manager.md
---
.../concierge-ai/Assistant-Manager.md | 86 +++++++++++++++++++
1 file changed, 86 insertions(+)
create mode 100644 docs/articles/new-expensify/concierge-ai/Assistant-Manager.md
diff --git a/docs/articles/new-expensify/concierge-ai/Assistant-Manager.md b/docs/articles/new-expensify/concierge-ai/Assistant-Manager.md
new file mode 100644
index 000000000000..bb9aed9df156
--- /dev/null
+++ b/docs/articles/new-expensify/concierge-ai/Assistant-Manager.md
@@ -0,0 +1,86 @@
+---
+title: Assistant Manager
+description: Let Concierge act as your Assistant Manager—automating report tasks like submitting, approving, reimbursing, and exporting.
+keywords: Concierge Assistant Manager, submit report Concierge, approve report, export report, report automation, Concierge chat, AI report support
+---
+
+
+`Account > Settings > Account > Concierge`
+
+Concierge can act as your Assistant Manager—automatically submitting, approving, reimbursing, and exporting reports on your behalf. Just send a message, and Concierge will take care of it.
+
+# What is the Concierge Assistant Manager?
+
+The Concierge Assistant Manager is your digital teammate for reports. It helps move reports through your workflow—whether you're submitting your own, approving others', or exporting to accounting software.
+
+# What report actions can the Concierge Assistant Manager handle?
+
+Concierge can assist with most common report tasks:
+
+- Submitting your own reports
+- Approving reports submitted by your team
+- Reimbursing approved reports (if reimbursement is enabled)
+- Exporting reports to connected accounting software
+- *Coming soon:* Setting up approval workflows
+
+Whether you're finalizing your own expenses or clearing out team approvals, Concierge can help you get it done faster.
+
+# What should I say to the Concierge Assistant Manager?
+
+Use plain, natural language—no special commands needed. Here are a few examples:
+
+- “Submit my April travel report”
+- “Approve Alice’s report for $312”
+- “Reimburse the report with the Uber and lunch expenses”
+- “Export Bob’s latest report to QuickBooks”
+
+Concierge will confirm the action and carry it out, or ask for more detail if needed.
+
+# How does the Concierge Assistant Manager know which report I mean?
+
+Concierge uses context from where you're chatting to figure it out:
+
+- **In a report chat:** It assumes you’re referring to that specific report.
+- **In a DM with Concierge:** It may ask for more details (like report name, date, or amount).
+- **In a workspace chat:** It prioritizes reports linked to that workspace.
+
+Say what feels natural—Concierge will do its best to match your intent to the correct report.
+
+# Can I approve or export multiple reports at once with the Assistant Manager?
+
+Yes. Just be clear in your message. Examples:
+
+- “Approve all pending reports from my team this week”
+- “Export all reimbursed reports from October to NetSuite”
+
+If Concierge needs clarification, it will ask before taking action.
+
+# What if I make a mistake?
+
+No problem—just let Concierge know. If your role and workspace settings allow, it can often undo or adjust the action. If not, the issue will be escalated to a human for help.
+
+# Who can use the Concierge Assistant Manager?
+
+Anyone with the right permissions:
+
+- **Submitting reports:** All members
+- **Approving reports:** Workspace Admins and Approvers
+- **Reimbursing and exporting:** Domain Admins or connected accounting roles
+
+If you try to take an action that requires a higher permission level, Concierge will let you know who can help.
+
+# FAQ
+
+## Can I use the Concierge Assistant Manager on mobile?
+
+Yes! On mobile, tap the hamburger menu in the top-left corner, then select **Settings** > **Account** > **Concierge** to start chatting.
+
+## Is there a way to see what Concierge did?
+
+Yes. Concierge will always reply with a confirmation message or follow-up. You can review the conversation in your Concierge chat history.
+
+## Does the Assistant Manager support bulk reimbursements?
+
+Yes, if you have reimbursement permissions and bulk actions are supported in your workspace setup, you can ask Concierge to reimburse multiple reports at once.
+
+
-`Account > Settings > Account > Concierge`
-
Concierge can act as your Assistant Manager—automatically submitting, approving, reimbursing, and exporting reports on your behalf. Just send a message, and Concierge will take care of it.
# What is the Concierge Assistant Manager?
From 3228525d6b8dc94f98361043363648738fefae5b Mon Sep 17 00:00:00 2001
From: Stephanie Elliott <31225194+stephanieelliott@users.noreply.github.com>
Date: Thu, 30 Oct 2025 17:47:39 -1000
Subject: [PATCH 17/37] Update Concierge-Basics.md
---
docs/articles/new-expensify/concierge-ai/Concierge-Basics.md | 2 +-
1 file changed, 1 insertion(+), 1 deletion(-)
diff --git a/docs/articles/new-expensify/concierge-ai/Concierge-Basics.md b/docs/articles/new-expensify/concierge-ai/Concierge-Basics.md
index 1fcad333dd6f..e7bd3283d589 100644
--- a/docs/articles/new-expensify/concierge-ai/Concierge-Basics.md
+++ b/docs/articles/new-expensify/concierge-ai/Concierge-Basics.md
@@ -1,5 +1,5 @@
---
-title: Concierge Basica
+title: Concierge Basics
description: Get to know Concierge - your built-in support agent, expense assistant, and workflow manager.
keywords: Concierge AI, support chat, contact Concierge, submit expenses, approve reports, AI help, human support, disable escalation
---
From 2fe7f845e6e349d2798482964a4e1d792eb29bc1 Mon Sep 17 00:00:00 2001
From: Stephanie Elliott <31225194+stephanieelliott@users.noreply.github.com>
Date: Thu, 30 Oct 2025 17:56:47 -1000
Subject: [PATCH 18/37] Update Concierge-Basics.md
---
.../new-expensify/concierge-ai/Concierge-Basics.md | 8 ++++----
1 file changed, 4 insertions(+), 4 deletions(-)
diff --git a/docs/articles/new-expensify/concierge-ai/Concierge-Basics.md b/docs/articles/new-expensify/concierge-ai/Concierge-Basics.md
index e7bd3283d589..e9f297eea289 100644
--- a/docs/articles/new-expensify/concierge-ai/Concierge-Basics.md
+++ b/docs/articles/new-expensify/concierge-ai/Concierge-Basics.md
@@ -22,12 +22,12 @@ All rolled into one!
You can chat with Concierge from anywhere in the app:
-- **On web:** Click the chat icon in the lower-right corner of any screen.
-- **On mobile:** Tap the hamburger menu in the top-left corner, then select **Concierge**.
+- **On web:** Press the + button at the bottom left corner of the screen, select Start Chat, and type Concierge into the composer box.
+- **On mobile:** Tap Create at the bottom of your screen, select Start Chat, and type Concierge into the composer box.
You can also contact Concierge by:
- Email: **concierge@expensify.com**
-- Text: **47777** (US only)
+- Text: **47777**
# How to use Concierge AI
@@ -43,7 +43,7 @@ Here are a few examples you can type:
# What makes Concierge AI different?
-Concierge isn’t just a chatbot. It’s a **hybrid agent** that adapts to your needs and understands the context.
+Concierge isn’t just a chatbot. It’s a **hybrid agent** that adapts to your needs and understands context.
- **Contextual:** Ask the same question in different places (DM, report chat, workspace chat) and get tailored answers.
- **Hybrid:** Concierge uses AI for most questions and seamlessly escalates to a human if needed.
From 7c8ccb2443b51abeacc1598e0a97164d645b3699 Mon Sep 17 00:00:00 2001
From: Stephanie Elliott <31225194+stephanieelliott@users.noreply.github.com>
Date: Thu, 30 Oct 2025 17:57:44 -1000
Subject: [PATCH 19/37] Update Concierge-Intelligence.md
---
.../new-expensify/concierge-ai/Concierge-Intelligence.md | 4 +---
1 file changed, 1 insertion(+), 3 deletions(-)
diff --git a/docs/articles/new-expensify/concierge-ai/Concierge-Intelligence.md b/docs/articles/new-expensify/concierge-ai/Concierge-Intelligence.md
index 30ffdf887432..d26cba6bbb76 100644
--- a/docs/articles/new-expensify/concierge-ai/Concierge-Intelligence.md
+++ b/docs/articles/new-expensify/concierge-ai/Concierge-Intelligence.md
@@ -5,8 +5,6 @@ keywords: Concierge Intelligence, how Concierge works, AI context, multi-modal a
---
-**Breadcrumb:** `Account > Settings > Concierge`
-
Concierge isn’t just smart—it’s **context-aware**, multi-skilled, and built to help you get more done with less effort. This guide explains how Concierge works, what makes it intelligent, and how to get the most out of it.
# How Concierge works
@@ -75,7 +73,7 @@ To chat with Concierge:
- **On web:** Click the **Concierge** button in the navigation tabs on the left.
- **On mobile:** Tap the hamburger menu in the top-left corner, then select **Concierge**.
-# TL;DR – Why Concierge is different
+# Why Concierge is different
- Understands where you’re chatting from and adjusts accordingly
- Handles natural, multi-part questions with ease
From adae2cd6e47e1bf02108c4b60610c77be6ad6352 Mon Sep 17 00:00:00 2001
From: Stephanie Elliott <31225194+stephanieelliott@users.noreply.github.com>
Date: Thu, 30 Oct 2025 18:00:14 -1000
Subject: [PATCH 20/37] Update Concierge-Basics.md
---
.../concierge-ai/Concierge-Basics.md | 47 ++++++++++++-------
1 file changed, 30 insertions(+), 17 deletions(-)
diff --git a/docs/articles/new-expensify/concierge-ai/Concierge-Basics.md b/docs/articles/new-expensify/concierge-ai/Concierge-Basics.md
index e9f297eea289..b2d628ff3eaf 100644
--- a/docs/articles/new-expensify/concierge-ai/Concierge-Basics.md
+++ b/docs/articles/new-expensify/concierge-ai/Concierge-Basics.md
@@ -41,14 +41,6 @@ Here are a few examples you can type:
> **Tip:** The more specific you are, the better the response.
-# What makes Concierge AI different?
-
-Concierge isn’t just a chatbot. It’s a **hybrid agent** that adapts to your needs and understands context.
-
-- **Contextual:** Ask the same question in different places (DM, report chat, workspace chat) and get tailored answers.
-- **Hybrid:** Concierge uses AI for most questions and seamlessly escalates to a human if needed.
-- **Multi-modal:** No need to choose between support, expense, or approval bots—Concierge handles them all.
-
# What can Concierge AI do?
Concierge can help you:
@@ -72,15 +64,6 @@ Absolutely. Just say you’d like to chat with a human, and we’ll connect you
If you’re working with an onboarding specialist or account manager, Concierge can schedule a call with them for you.
-# How does Concierge AI protect my data?
-
-Concierge is built with privacy at its core:
-- Your data stays inside Expensify and is only accessed as needed.
-- AI systems never see more than what's required to respond to your message.
-- We have **zero-retention** agreements with AI providers, meaning your data is never stored or reused.
-
-There’s no risk of another customer seeing your data—because they can’t.
-
# How to disable human escalation in Concierge AI
Prefer an AI-only experience? You can prevent Concierge from escalating your messages to a human.
@@ -89,4 +72,34 @@ Prefer an AI-only experience? You can prevent Concierge from escalating your mes
1. Go to `Account > Settings > Preferences`.
2. Toggle off **Allow Concierge to escalate to humans**.
+# FAQ
+
+## Is Concierge a real person?
+
+Not exactly. Concierge is an AI-powered assistant that helps with support, expenses, and approvals. But if it can’t help—or if you prefer a human—it’ll bring in a real person automatically.
+
+## Do I have to use special commands to talk to Concierge?
+
+Nope! Just type naturally, like you’re messaging a coworker. You can ask questions, give instructions, or even send receipts directly in the chat.
+
+## What happens if Concierge doesn’t understand my question?
+
+If something’s unclear, Concierge will ask for more details. And if it still can’t help, it’ll escalate to a human who can jump in.
+
+## Can I use Concierge on both web and mobile?
+
+Yes! Concierge is available everywhere—desktop, mobile app, email, and even SMS. Wherever you start a chat, Concierge will follow the conversation across platforms.
+
+## Is it safe to send receipts or sensitive info to Concierge?
+
+Yes. Concierge only sees what it needs to help with your request. Expensify doesn’t use your data to train public AI models, and we have zero-retention agreements with our partners.
+
+## What if I change my mind and want to talk to a human?
+
+Just say so! You can type “Talk to a human” at any time and you’ll be connected with a real support rep.
+
+## Can I turn off human support completely?
+
+Yes. If you’d rather stick with AI-only replies, you can disable human escalation from your preferences. You can do this via `Account > Settings > Preferences` and toggle off **Allow Concierge to escalate to humans**.
+
From 9135baa703d15551e2fb56cfa04360f7bb06cd6d Mon Sep 17 00:00:00 2001
From: Stephanie Elliott <31225194+stephanieelliott@users.noreply.github.com>
Date: Thu, 30 Oct 2025 18:03:37 -1000
Subject: [PATCH 21/37] Update Concierge-Intelligence.md
---
.../concierge-ai/Concierge-Intelligence.md | 56 +++++++++++++++++--
1 file changed, 52 insertions(+), 4 deletions(-)
diff --git a/docs/articles/new-expensify/concierge-ai/Concierge-Intelligence.md b/docs/articles/new-expensify/concierge-ai/Concierge-Intelligence.md
index d26cba6bbb76..f2307de26de4 100644
--- a/docs/articles/new-expensify/concierge-ai/Concierge-Intelligence.md
+++ b/docs/articles/new-expensify/concierge-ai/Concierge-Intelligence.md
@@ -66,12 +66,14 @@ Concierge is powered by a mix of technology and human backup:
- Real-time access to your Expensify data (just enough to help)
- Escalation paths to live support when needed
-# Where to find Concierge
+# How does Concierge AI protect my data?
-To chat with Concierge:
+Concierge is built with privacy at its core:
+- Your data stays inside Expensify and is only accessed as needed.
+- AI systems never see more than what's required to respond to your message.
+- We have **zero-retention** agreements with AI providers, meaning your data is never stored or reused.
-- **On web:** Click the **Concierge** button in the navigation tabs on the left.
-- **On mobile:** Tap the hamburger menu in the top-left corner, then select **Concierge**.
+There’s no risk of another customer seeing your data—because they can’t.
# Why Concierge is different
@@ -81,4 +83,50 @@ To chat with Concierge:
- Escalates to a human when needed
- No setup or training required—it just works
+# FAQ
+
+## How does Concierge determine what I’m referring to?
+
+Concierge uses the context of your message—like the chat location (report, Workspace, expense), prior messages, and the specific wording of your request. It pairs this with internal identifiers (like report IDs or expense metadata) to match your request to the right object, without you needing to specify it directly.
+
+## How is context "understood" technically?
+
+Context is inferred using a combination of:
+- Chat metadata (where you're messaging from)
+- Your role and permissions
+- Previous conversation turns
+- Structured data (like expense amounts, merchant names, and report statuses)
+
+This context is then passed into the AI model along with your input to produce a tailored response.
+
+## What’s the difference between the AI and the rules engine?
+
+- The **AI (LLM)** interprets what you’re asking and generates a human-like response.
+- The **rules engine** executes structured logic behind the scenes—for example, determining which reports are ready to submit, or applying Workspace rules to an expense.
+- The two work together: AI figures out intent; the rules engine ensures valid outcomes.
+
+## What does "multi-modal" mean in this context?
+
+In Expensify, "multi-modal" means Concierge can handle multiple functions—support, expense management, and approvals—in a single thread. You don’t need to choose a specific agent or mode. Concierge identifies your intent based on the language used and responds accordingly, even if you blend requests.
+
+## How does Concierge know when to escalate to a human?
+
+If the model is unsure, detects missing context, or encounters something outside its capabilities (e.g., Workspace reconfiguration), it uses fallback logic to escalate. You can also manually escalate by saying “Talk to a human.”
+
+## Is Concierge really reading my data?
+
+Not exactly. The AI model doesn’t browse your data freely. It only receives the specific structured data relevant to your request—for example, the report name, amount, or receipt image you reference. This is passed securely via the system prompt, and the model can’t access or recall any other customer’s data.
+
+## Is my data ever stored or used to train Concierge?
+
+No. Concierge runs on AI models with **zero-retention agreements**. That means your data is not logged, stored, or used to train future versions of the model—by Expensify or by any third party.
+
+## Can Concierge give different answers in different places?
+
+Yes—and that’s by design. Because it’s context-aware, asking “Is this reimbursable?” in a report chat will return a different result than asking it in a DM. This makes responses faster and more relevant.
+
+## Can I test how Concierge behaves in different modes?
+
+Absolutely. Try sending the same question in different contexts (a report, a Workspace chat, a DM) and you’ll see how Concierge tailors its response to match.
+
-Account > Settings > Preferences
-
Need to create or update an expense? Just ask Concierge. Whether you're uploading a receipt, tracking mileage, or fixing a merchant name, the Expense Assistant can handle it — no forms required.
# What is the Expense Assistant feature?
@@ -23,7 +21,6 @@ Concierge handles many expense tasks for you behind the scenes:
- Applies categories based on your past behavior
- Adds expenses to the correct report
- Moves held expenses to a new report when other expenses are submitted
-- *(Coming soon)* Tags expenses based on past behavior
# How to use the Expense Assistant with Concierge
@@ -89,12 +86,36 @@ No problem — just ask Concierge to fix it.
Concierge will update the expense and confirm the change.
-# What features are coming soon to the Expense Assistant?
+# FAQ
+
+## What features are not yet supported by the Expense Assistant?
+
+Some expense actions are not currently supported in chat, but may be added in the future:
+
+- Deleting an expense
+- Categorizing all expenses from a specific merchant (e.g., “Categorize all Starbucks expenses as Coffee Meetings”)
+- Attaching a receipt to an existing transaction via chat
+- Tagging expenses based on past behavior
+
+If you try one of these, Concierge will let you know it's not supported.
+---
+
+## Can I use the Expense Assistant on mobile?
+
+Yes! The Expense Assistant works the same way on both web and mobile.
+
+---
+
+## Can I create mileage expenses with Concierge?
+
+Yes — just include the number of miles and reason in your request:
+
+> “Record 20 miles for client meeting with Alice.”
+
+---
-We’re actively expanding what Concierge can do with expenses. Upcoming capabilities include:
+## Can I create an expense without a receipt?
-- Deleting expenses via chat
-- Categorizing all expenses from a specific merchant
-- Attaching a receipt to a specific transaction
+Yes — you can log expenses with just a message. Receipts are optional unless required by your Workspace rules.
From c83c506ed3456da38dbb933b807e6de63dd486b9 Mon Sep 17 00:00:00 2001
From: Stephanie Elliott <31225194+stephanieelliott@users.noreply.github.com>
Date: Thu, 30 Oct 2025 18:11:30 -1000
Subject: [PATCH 23/37] Update Support-Agent.md
---
docs/articles/new-expensify/concierge-ai/Support-Agent.md | 7 +++----
1 file changed, 3 insertions(+), 4 deletions(-)
diff --git a/docs/articles/new-expensify/concierge-ai/Support-Agent.md b/docs/articles/new-expensify/concierge-ai/Support-Agent.md
index c5972dde8672..6536ae2282f4 100644
--- a/docs/articles/new-expensify/concierge-ai/Support-Agent.md
+++ b/docs/articles/new-expensify/concierge-ai/Support-Agent.md
@@ -3,9 +3,8 @@ title: Support Agent
description: Learn how the Concierge Support Agent can answer questions, troubleshoot issues, and connect you to real-time help in Expensify.
keywords: Concierge Support, Support Agent, Expensify help, AI support, troubleshoot Expensify, how to contact Concierge, onboarding call, Expensify chat support
---
-Account > Help and Feedback > Concierge
-
+
Concierge is your AI-powered support agent inside Expensify—available 24/7 to answer questions, troubleshoot problems, and connect you with a human if needed.
@@ -19,8 +18,8 @@ Anyone with an Expensify account can contact Concierge for help—whether you're
You can ask Concierge for help from anywhere in Expensify:
-- **Web:** Click the chat icon in the lower-right corner
-- **Mobile:** Tap the hamburger menu in the top-left corner, then tap **Concierge**
+- **Web:** Press the + button at the bottom left corner of the screen, select Start Chat, and type Concierge into the composer box.
+- **Mobile:** Tap Create at the bottom of your screen, select Start Chat, and type Concierge into the composer box.
- **Workspace chat:** Mention Concierge in a chat room (e.g., `#admins`)
- **Report or expense threads:** Ask a question in the thread
- **Email:** Send a message to concierge@expensify.com
From 4415f80a007743effeac3adb75bf73b32c1bc9a2 Mon Sep 17 00:00:00 2001
From: Stephanie Elliott <31225194+stephanieelliott@users.noreply.github.com>
Date: Thu, 30 Oct 2025 18:12:45 -1000
Subject: [PATCH 24/37] Update Assistant-Manager.md
---
docs/articles/new-expensify/concierge-ai/Assistant-Manager.md | 4 ++--
1 file changed, 2 insertions(+), 2 deletions(-)
diff --git a/docs/articles/new-expensify/concierge-ai/Assistant-Manager.md b/docs/articles/new-expensify/concierge-ai/Assistant-Manager.md
index fe8b7ad32813..8077a9f33707 100644
--- a/docs/articles/new-expensify/concierge-ai/Assistant-Manager.md
+++ b/docs/articles/new-expensify/concierge-ai/Assistant-Manager.md
@@ -3,7 +3,7 @@ title: Assistant Manager
description: Let Concierge act as your Assistant Manager—automating report tasks like submitting, approving, reimbursing, and exporting.
keywords: Concierge Assistant Manager, submit report Concierge, approve report, export report, report automation, Concierge chat, AI report support
---
-
+
Concierge can act as your Assistant Manager—automatically submitting, approving, reimbursing, and exporting reports on your behalf. Just send a message, and Concierge will take care of it.
@@ -71,7 +71,7 @@ If you try to take an action that requires a higher permission level, Concierge
## Can I use the Concierge Assistant Manager on mobile?
-Yes! On mobile, tap the hamburger menu in the top-left corner, then select **Settings** > **Account** > **Concierge** to start chatting.
+Yes! On mobile, Tap Create at the bottom of your screen, select Start Chat, and type Concierge into the composer box to start chatting.
## Is there a way to see what Concierge did?
From 989dfc2e1700e7245076bd7af2b18caef2d1dd7a Mon Sep 17 00:00:00 2001
From: Stephanie Elliott <31225194+stephanieelliott@users.noreply.github.com>
Date: Thu, 30 Oct 2025 18:23:29 -1000
Subject: [PATCH 25/37] Delete
docs/articles/new-expensify/concierge-ai/index.md
---
docs/articles/new-expensify/concierge-ai/index.md | 1 -
1 file changed, 1 deletion(-)
delete mode 100644 docs/articles/new-expensify/concierge-ai/index.md
diff --git a/docs/articles/new-expensify/concierge-ai/index.md b/docs/articles/new-expensify/concierge-ai/index.md
deleted file mode 100644
index 8b137891791f..000000000000
--- a/docs/articles/new-expensify/concierge-ai/index.md
+++ /dev/null
@@ -1 +0,0 @@
-
From 3c6a9ac330d8ec81618481f8e74ddd8239213037 Mon Sep 17 00:00:00 2001
From: Stephanie Elliott <31225194+stephanieelliott@users.noreply.github.com>
Date: Fri, 31 Oct 2025 15:07:34 -1000
Subject: [PATCH 26/37] Update _routes.yml
---
docs/_data/_routes.yml | 17 ++++++++++++++---
1 file changed, 14 insertions(+), 3 deletions(-)
diff --git a/docs/_data/_routes.yml b/docs/_data/_routes.yml
index 87e0484a18bc..d17509eba658 100644
--- a/docs/_data/_routes.yml
+++ b/docs/_data/_routes.yml
@@ -105,9 +105,20 @@ platforms:
description: Use Expensify's chat feature to split bills, chat with employees, and manage payments.
- href: concierge-ai
- title: Concierge AI
- icon: /assets/images/concierge-avatar.svg
- description: Learn about Concierge AI and what it can do.
+ title: Concierge AI
+ icon: /assets/images/concierge-avatar.svg
+ description: Learn about Concierge AI and what it can do.
+ articles:
+ - href: Concierge-Basics
+ title: Concierge Basics
+ - href: Concierge-Intelligence
+ title: Concierge Intelligence
+ - href: Expense-Assistant
+ title: Expense Assistant
+ - href: Support-Agent
+ title: Support Agent
+ - href: Assistant-Manager
+ title: Assistant Manager
- href: workspaces
title: Workspaces
From 571e8f21d61a78016bcd766d3945679766277be7 Mon Sep 17 00:00:00 2001
From: Stephanie Elliott <31225194+stephanieelliott@users.noreply.github.com>
Date: Fri, 31 Oct 2025 15:15:23 -1000
Subject: [PATCH 27/37] Update _routes.yml
---
docs/_data/_routes.yml | 28 ++++++++++++++--------------
1 file changed, 14 insertions(+), 14 deletions(-)
diff --git a/docs/_data/_routes.yml b/docs/_data/_routes.yml
index d17509eba658..30c7d9231753 100644
--- a/docs/_data/_routes.yml
+++ b/docs/_data/_routes.yml
@@ -105,20 +105,20 @@ platforms:
description: Use Expensify's chat feature to split bills, chat with employees, and manage payments.
- href: concierge-ai
- title: Concierge AI
- icon: /assets/images/concierge-avatar.svg
- description: Learn about Concierge AI and what it can do.
- articles:
- - href: Concierge-Basics
- title: Concierge Basics
- - href: Concierge-Intelligence
- title: Concierge Intelligence
- - href: Expense-Assistant
- title: Expense Assistant
- - href: Support-Agent
- title: Support Agent
- - href: Assistant-Manager
- title: Assistant Manager
+ title: Concierge AI
+ icon: /assets/images/concierge-avatar.svg
+ description: Learn about Concierge AI and what it can do.
+ articles:
+ - href: Concierge-Basics
+ title: Concierge Basics
+ - href: Concierge-Intelligence
+ title: Concierge Intelligence
+ - href: Expense-Assistant
+ title: Expense Assistant
+ - href: Support-Agent
+ title: Support Agent
+ - href: Assistant-Manager
+ title: Assistant Manager
- href: workspaces
title: Workspaces
From aa35a6b0e629baf5ab5401201c3c8ee0ff8aaed9 Mon Sep 17 00:00:00 2001
From: Stephanie Elliott <31225194+stephanieelliott@users.noreply.github.com>
Date: Fri, 31 Oct 2025 15:21:16 -1000
Subject: [PATCH 28/37] Create concierge-avatar-small.svg
---
docs/assets/images/concierge-avatar-small.svg | 1 +
1 file changed, 1 insertion(+)
create mode 100644 docs/assets/images/concierge-avatar-small.svg
diff --git a/docs/assets/images/concierge-avatar-small.svg b/docs/assets/images/concierge-avatar-small.svg
new file mode 100644
index 000000000000..18780b72f552
--- /dev/null
+++ b/docs/assets/images/concierge-avatar-small.svg
@@ -0,0 +1 @@
+