From 3c8bda46ff8c5145ff34dfbe1eb404e3f76e1a21 Mon Sep 17 00:00:00 2001
From: Stephanie Elliott <31225194+stephanieelliott@users.noreply.github.com>
Date: Mon, 3 Nov 2025 07:56:09 -1000
Subject: [PATCH 01/20] 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..644d2a06162e 100644
--- a/docs/_data/_routes.yml
+++ b/docs/_data/_routes.yml
@@ -104,6 +104,11 @@ platforms:
         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
         icon: /assets/images/shield.svg

From 9b77ce583675d362df6a4e695c24c56d0813f94d Mon Sep 17 00:00:00 2001
From: Stephanie Elliott <31225194+stephanieelliott@users.noreply.github.com>
Date: Mon, 3 Nov 2025 07:57:40 -1000
Subject: [PATCH 02/20] Update _routes.yml

---
 docs/_data/_routes.yml | 2 +-
 1 file changed, 1 insertion(+), 1 deletion(-)

diff --git a/docs/_data/_routes.yml b/docs/_data/_routes.yml
index 644d2a06162e..341ec002b9ae 100644
--- a/docs/_data/_routes.yml
+++ b/docs/_data/_routes.yml
@@ -106,7 +106,7 @@ platforms:
 
       - href: concierge-ai
         title: Concierge AI
-        icon: /assets/images/concierge-avatar.svg
+        icon: /assets/images/lightbulb.svg
         description: Learn about Concierge AI and what it can do.
 
       - href: workspaces

From 6216bf6523f26cbb9df30ad92cc8a94c2292c710 Mon Sep 17 00:00:00 2001
From: Stephanie Elliott <31225194+stephanieelliott@users.noreply.github.com>
Date: Mon, 3 Nov 2025 07:59:07 -1000
Subject: [PATCH 03/20] Create concierge-ai

---
 docs/new-expensify/hubs/concierge-ai | 1 +
 1 file changed, 1 insertion(+)
 create mode 100644 docs/new-expensify/hubs/concierge-ai

diff --git a/docs/new-expensify/hubs/concierge-ai b/docs/new-expensify/hubs/concierge-ai
new file mode 100644
index 000000000000..8b137891791f
--- /dev/null
+++ b/docs/new-expensify/hubs/concierge-ai
@@ -0,0 +1 @@
+

From 086289a63295f58fdbbd12020b672d4b8764bc2e Mon Sep 17 00:00:00 2001
From: Stephanie Elliott <31225194+stephanieelliott@users.noreply.github.com>
Date: Mon, 3 Nov 2025 08:03:32 -1000
Subject: [PATCH 04/20] Delete docs/new-expensify/hubs/concierge-ai

---
 docs/new-expensify/hubs/concierge-ai | 1 -
 1 file changed, 1 deletion(-)
 delete mode 100644 docs/new-expensify/hubs/concierge-ai

diff --git a/docs/new-expensify/hubs/concierge-ai b/docs/new-expensify/hubs/concierge-ai
deleted file mode 100644
index 8b137891791f..000000000000
--- a/docs/new-expensify/hubs/concierge-ai
+++ /dev/null
@@ -1 +0,0 @@
-

From 32f48541d03566cbaaf5c3d14acdcb6dc88449b4 Mon Sep 17 00:00:00 2001
From: Stephanie Elliott <31225194+stephanieelliott@users.noreply.github.com>
Date: Mon, 3 Nov 2025 08:04:16 -1000
Subject: [PATCH 05/20] Create index.html

Link Concierge AI hub
---
 docs/new-expensify/hubs/concierge-ai/index.html | 1 +
 1 file changed, 1 insertion(+)
 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..8b137891791f
--- /dev/null
+++ b/docs/new-expensify/hubs/concierge-ai/index.html
@@ -0,0 +1 @@
+

From d8de723b8e815f996a1e74cd487d8485947e2487 Mon Sep 17 00:00:00 2001
From: Stephanie Elliott <31225194+stephanieelliott@users.noreply.github.com>
Date: Mon, 3 Nov 2025 08:09:41 -1000
Subject: [PATCH 06/20] Create Concierge-Intelligence.md

Create Concierge Intelligence doc
---
 .../concierge-ai/Concierge-Intelligence.md    | 75 +++++++++++++++++++
 1 file changed, 75 insertions(+)
 create mode 100644 docs/articles/new-expensify/concierge-ai/Concierge-Intelligence.md

diff --git a/docs/articles/new-expensify/concierge-ai/Concierge-Intelligence.md b/docs/articles/new-expensify/concierge-ai/Concierge-Intelligence.md
new file mode 100644
index 000000000000..0d38d4e3b3f4
--- /dev/null
+++ b/docs/articles/new-expensify/concierge-ai/Concierge-Intelligence.md
@@ -0,0 +1,75 @@
+---
+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
+order: 2
+---
+
+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 9a53182e91ad21185020cd317556f47e1d7f3672 Mon Sep 17 00:00:00 2001
From: Stephanie Elliott <31225194+stephanieelliott@users.noreply.github.com>
Date: Mon, 3 Nov 2025 08:10:33 -1000
Subject: [PATCH 07/20] Create Concierge-Basics.md

Create Concierge Basics doc
---
 .../concierge-ai/Concierge-Basics.md          | 87 +++++++++++++++++++
 1 file changed, 87 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
new file mode 100644
index 000000000000..0ef86d6301a3
--- /dev/null
+++ b/docs/articles/new-expensify/concierge-ai/Concierge-Basics.md
@@ -0,0 +1,87 @@
+---
+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 bbf5ed0a7616daab126a342ef2a0114c46420f48 Mon Sep 17 00:00:00 2001
From: Stephanie Elliott <31225194+stephanieelliott@users.noreply.github.com>
Date: Mon, 3 Nov 2025 08:10:58 -1000
Subject: [PATCH 08/20] Update Concierge-Basics.md

Add ordering to Concierge Basics
---
 docs/articles/new-expensify/concierge-ai/Concierge-Basics.md | 1 +
 1 file changed, 1 insertion(+)

diff --git a/docs/articles/new-expensify/concierge-ai/Concierge-Basics.md b/docs/articles/new-expensify/concierge-ai/Concierge-Basics.md
index 0ef86d6301a3..80ffe93fcd64 100644
--- a/docs/articles/new-expensify/concierge-ai/Concierge-Basics.md
+++ b/docs/articles/new-expensify/concierge-ai/Concierge-Basics.md
@@ -2,6 +2,7 @@
 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
+order: 1
 ---
 
 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.

From c7e6829e0fa14b2c3b0304c5d73e6455e7f842d1 Mon Sep 17 00:00:00 2001
From: Stephanie Elliott <31225194+stephanieelliott@users.noreply.github.com>
Date: Mon, 3 Nov 2025 08:12:26 -1000
Subject: [PATCH 09/20] 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..c13267d29456
--- /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
+order: 3
+---
+Account > Help and Feedback > Concierge
+
+<div id="concierge-ai" markdown="1">
+
+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.
+
+</div>

From eb348a42a3343f764b99fae7aa158172360c0207 Mon Sep 17 00:00:00 2001
From: Stephanie Elliott <31225194+stephanieelliott@users.noreply.github.com>
Date: Mon, 3 Nov 2025 08:18:01 -1000
Subject: [PATCH 10/20] Create Expense-Assistant.md

Create expense assistant doc
---
 .../concierge-ai/Expense-Assistant.md         | 124 ++++++++++++++++++
 1 file changed, 124 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..d3c12a079455
--- /dev/null
+++ b/docs/articles/new-expensify/concierge-ai/Expense-Assistant.md
@@ -0,0 +1,124 @@
+---
+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
+order: 4
+---
+
+<div id="new-expensify" markdown="1">
+
+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
+
+# 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.
+
+# 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.”
+
+---
+
+## Can I create an expense without a receipt?
+
+Yes — you can log expenses with just a message. Receipts are optional unless required by your Workspace rules.
+
+</div>

From 5aebc8dd1c7fb7b2ad2a5039ca16a118db4b6d5b Mon Sep 17 00:00:00 2001
From: Stephanie Elliott <31225194+stephanieelliott@users.noreply.github.com>
Date: Mon, 3 Nov 2025 08:19:41 -1000
Subject: [PATCH 11/20] Update Concierge-Basics.md

Update Concierge Basics to remove disable escalation to human.
---
 .../concierge-ai/Concierge-Basics.md          | 100 ++++++++++--------
 1 file changed, 53 insertions(+), 47 deletions(-)

diff --git a/docs/articles/new-expensify/concierge-ai/Concierge-Basics.md b/docs/articles/new-expensify/concierge-ai/Concierge-Basics.md
index 80ffe93fcd64..aeee235b2022 100644
--- a/docs/articles/new-expensify/concierge-ai/Concierge-Basics.md
+++ b/docs/articles/new-expensify/concierge-ai/Concierge-Basics.md
@@ -1,88 +1,94 @@
 ---
 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
+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
 order: 1
 ---
+<div id="new-expensify" markdown="1">
 
-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.
+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?
+# What is Concierge AI in New Expensify?
 
-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.
+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 it as your:
-- Product expert   
-- Expense assistant 
-- Workflow manager 
+Think of Concierge as your:
+- Product expert  
+- Expense assistant  
+- Workflow manager  
 
-All rolled into ond!  
+All rolled into one!
 
-# Where to find Concierge AI
+# Where to find Concierge AI in New Expensify
 
-You can chat with Concierge from anywhere in Expensify.
+You can chat with Concierge from anywhere in the app:
 
-- **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**.
+- **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:
+You can also contact Concierge by:
 - Email: **concierge@expensify.com**  
-- Text: **47777** (US only)
+- Text: **47777**
 
-# 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 can Concierge AI do?
 
-Concierge isn’t just a chatbot. It’s a **hybrid agent** designed to adapt to your needs and your context.
+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)
 
-- **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.
+New features are added regularly.
 
-# Can I ask multiple questions at once?
+# Can I ask Concierge AI multiple questions at once?
 
-Yes! Just be clear. Concierge can handle multi-step or multi-question messages like:
+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?
+# Can I talk to a real person instead of Concierge AI?
 
-Yep. Just say you’d like to chat with a human, and we’ll connect you 24/7.
+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 even schedule a call for you.
+If you’re working with an onboarding specialist or account manager, Concierge can schedule a call with them for you.
 
-# What can Concierge do?
+# FAQ
 
-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)
+## 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.
 
-And there’s more on the way.
+## Can I use Concierge on both web and mobile?
 
-# How does Concierge keep my data safe?
+Yes! Concierge is available everywhere—desktop, mobile app, email, and even SMS. Wherever you start a chat, Concierge will follow the conversation across platforms.
 
-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.
+## Is it safe to send receipts or sensitive info to Concierge?
 
-There’s no risk of another customer “seeing” your data—because they can’t.
+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.
 
-# Want to go AI-only?
+## What if I change my mind and want to talk to a human?
 
-If you’d prefer not to include human support, you can disable escalation entirely.
+Just say so! You can type “Talk to a human” at any time and you’ll be connected with a real support rep.
 
-**To do this:**  
-Go to `Account > Preferences > Allow Concierge to escalate to humans` and toggle it off.
+</div>

From af55b4d8d986216507f49332f601c01960bdabc9 Mon Sep 17 00:00:00 2001
From: Stephanie Elliott <31225194+stephanieelliott@users.noreply.github.com>
Date: Mon, 3 Nov 2025 08:21:04 -1000
Subject: [PATCH 12/20] Update Concierge-Intelligence.md

---
 .../concierge-ai/Concierge-Intelligence.md    | 124 +++++++++++++-----
 1 file changed, 91 insertions(+), 33 deletions(-)

diff --git a/docs/articles/new-expensify/concierge-ai/Concierge-Intelligence.md b/docs/articles/new-expensify/concierge-ai/Concierge-Intelligence.md
index 0d38d4e3b3f4..bbcf10851121 100644
--- a/docs/articles/new-expensify/concierge-ai/Concierge-Intelligence.md
+++ b/docs/articles/new-expensify/concierge-ai/Concierge-Intelligence.md
@@ -4,72 +4,130 @@ description: Learn how Concierge uses context, AI, and automation to understand
 keywords: Concierge Intelligence, how Concierge works, AI context, multi-modal agent, contextual chatbot, Expensify support AI, Concierge automation
 order: 2
 ---
+<div id="new-expensify" markdown="1">
 
-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.
+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 does Concierge work?
+# How Concierge works
 
-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.
+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 it doesn’t know something? It escalates to a real person.
+If Concierge doesn’t know something, it escalates to a real person.
 
-# What makes Concierge intelligent?
+# Key traits of Concierge intelligence
 
-Concierge uses a few smart tricks to figure out how to help:
+Concierge uses a few smart capabilities 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.
+- **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.
 
-# What is contextual behavior?
+# Understanding Concierge's contextual behavior
 
-Concierge adapts based on where and how you ask questions. That means:
+Concierge adapts based on where and how you ask questions:
 
-- 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.
+- 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 have to explain every detail—just speak naturally and Concierge will fill in the blanks.
+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 multiple bots for different things (like one for expenses and another for support), Concierge is **all-in-one**.
+Instead of having different bots for different tasks, Concierge is all-in-one. That means:
 
-That means:
-- You can ask anything—no need to figure out *who* to ask.  
+- 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.
+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 key is being specific. The clearer you are, the better Concierge can help.
+The more specific you are, the better Concierge can help.
 
-# What happens when Concierge doesn’t know something?
+# What if 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.
+If Concierge can’t answer a question, it will escalate to 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.
+You can also type **“Talk to a human”** at any time to request an escalation.
 
 # What powers Concierge behind the scenes?
 
-Here’s what fuels its intelligence:
+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 for live support when needed
+- Escalation paths to live support when needed
+
+# 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.
+
+# 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  
+
+# 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?
 
-# TL;DR — What makes Concierge different?
+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.
 
-- 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
+</div>

From e89798aa4ef24ed06e91de5e6b9eb776db1a6cac Mon Sep 17 00:00:00 2001
From: Stephanie Elliott <31225194+stephanieelliott@users.noreply.github.com>
Date: Mon, 3 Nov 2025 08:22:26 -1000
Subject: [PATCH 13/20] Update Expense-Assistant.md


From ebe1bfc7255fe2490cf8ab0bec74aa2b657c34bf Mon Sep 17 00:00:00 2001
From: Stephanie Elliott <31225194+stephanieelliott@users.noreply.github.com>
Date: Mon, 3 Nov 2025 08:37:41 -1000
Subject: [PATCH 14/20] Update index.html

fix hub linkage
---
 docs/new-expensify/hubs/concierge-ai/index.html | 5 +++++
 1 file changed, 5 insertions(+)

diff --git a/docs/new-expensify/hubs/concierge-ai/index.html b/docs/new-expensify/hubs/concierge-ai/index.html
index 8b137891791f..bef3c05f826b 100644
--- a/docs/new-expensify/hubs/concierge-ai/index.html
+++ b/docs/new-expensify/hubs/concierge-ai/index.html
@@ -1 +1,6 @@
+---
+layout: default
+title: Billing & Subscriptions
+---
 
+{% include hub.html %}

From 9b5b26193260f5051e2066fcd869d8484d6cce23 Mon Sep 17 00:00:00 2001
From: Stephanie Elliott <31225194+stephanieelliott@users.noreply.github.com>
Date: Mon, 3 Nov 2025 08:49:07 -1000
Subject: [PATCH 15/20] Update Concierge-Basics.md

---
 .../concierge-ai/Concierge-Basics.md          | 22 +++++++++----------
 1 file changed, 11 insertions(+), 11 deletions(-)

diff --git a/docs/articles/new-expensify/concierge-ai/Concierge-Basics.md b/docs/articles/new-expensify/concierge-ai/Concierge-Basics.md
index aeee235b2022..2bf8c48dc8a6 100644
--- a/docs/articles/new-expensify/concierge-ai/Concierge-Basics.md
+++ b/docs/articles/new-expensify/concierge-ai/Concierge-Basics.md
@@ -1,14 +1,14 @@
 ---
 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
+keywords: Concierge AI, support chat, contact Concierge, submit expenses, approve reports, AI help, human support, escalate
 order: 1
 ---
 <div id="new-expensify" markdown="1">
 
 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?
+# What is Concierge?
 
 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.
 
@@ -19,12 +19,12 @@ Think of Concierge as your:
 
 All rolled into one!
 
-# Where to find Concierge AI in New Expensify
+# Where to find Concierge
 
 You can chat with Concierge from anywhere in the app:
 
-- **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.
+- **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**  
@@ -40,9 +40,9 @@ Here are a few examples you can type:
 - “Submit my April travel report.”  
 - “Approve Alice’s report with the Uber expense.”
 
-> **Tip:** The more specific you are, the better the response.
+**Tip:** The more specific you are, the better the response.
 
-# What can Concierge AI do?
+# What can Concierge do?
 
 Concierge can help you:
 - Answer questions about Expensify’s features and settings  
@@ -53,13 +53,13 @@ Concierge can help you:
 
 New features are added regularly.
 
-# Can I ask Concierge AI multiple questions at once?
+# Can I ask Concierge multiple questions at once?
 
-Yes! Just be clear in your message. Concierge can understand multi-step instructions like:
+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?”
+“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?
+# Can I talk to a real person instead of Concierge?
 
 Absolutely. Just say you’d like to chat with a human, and we’ll connect you—24/7.
 

From 21ffa95dd5c11f8e8139aaa85ee9ca8ceefbbfff Mon Sep 17 00:00:00 2001
From: Stephanie Elliott <31225194+stephanieelliott@users.noreply.github.com>
Date: Mon, 3 Nov 2025 09:11:55 -1000
Subject: [PATCH 16/20] Update Concierge-Intelligence.md

Applied review bot comments
---
 .../concierge-ai/Concierge-Intelligence.md           | 12 ++++++------
 1 file changed, 6 insertions(+), 6 deletions(-)

diff --git a/docs/articles/new-expensify/concierge-ai/Concierge-Intelligence.md b/docs/articles/new-expensify/concierge-ai/Concierge-Intelligence.md
index bbcf10851121..7d8c163f1d24 100644
--- a/docs/articles/new-expensify/concierge-ai/Concierge-Intelligence.md
+++ b/docs/articles/new-expensify/concierge-ai/Concierge-Intelligence.md
@@ -6,15 +6,15 @@ order: 2
 ---
 <div id="new-expensify" markdown="1">
 
-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.
+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
+# How Concierge Intelligence 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.
+Concierge is a **hybrid AI agent** built with generative AI, 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
+# What makes Concierge intelligent
 
 Concierge uses a few smart capabilities to figure out how to help:
 
@@ -58,7 +58,7 @@ If Concierge can’t answer a question, it will escalate to a real person—ofte
 
 You can also type **“Talk to a human”** at any time to request an escalation.
 
-# What powers Concierge behind the scenes?
+# How Concierge is built
 
 Concierge is powered by a mix of technology and human backup:
 
@@ -98,7 +98,7 @@ Context is inferred using a combination of:
 - 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.
+Concierge uses this context to understand your request and provide a relevant response.
 
 ## What’s the difference between the AI and the rules engine?
 

From 7112ff6f0477a5bbac7b7333531335e466f8f426 Mon Sep 17 00:00:00 2001
From: Stephanie Elliott <31225194+stephanieelliott@users.noreply.github.com>
Date: Mon, 3 Nov 2025 09:12:37 -1000
Subject: [PATCH 17/20] Update Concierge-Intelligence.md

Applied review bot suggestion
---
 .../new-expensify/concierge-ai/Concierge-Intelligence.md        | 2 +-
 1 file changed, 1 insertion(+), 1 deletion(-)

diff --git a/docs/articles/new-expensify/concierge-ai/Concierge-Intelligence.md b/docs/articles/new-expensify/concierge-ai/Concierge-Intelligence.md
index 7d8c163f1d24..4ec3bf338b9e 100644
--- a/docs/articles/new-expensify/concierge-ai/Concierge-Intelligence.md
+++ b/docs/articles/new-expensify/concierge-ai/Concierge-Intelligence.md
@@ -67,7 +67,7 @@ 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
 
-# How does Concierge AI protect my data?
+# How does Concierge protect my data?
 
 Concierge is built with privacy at its core:
 - Your data stays inside Expensify and is only accessed as needed.  

From ac9cc38d8149e66d11fcbb6a0213aa718ffd8a92 Mon Sep 17 00:00:00 2001
From: Stephanie Elliott <31225194+stephanieelliott@users.noreply.github.com>
Date: Mon, 3 Nov 2025 11:08:46 -1000
Subject: [PATCH 18/20] Update Expense-Assistant.md

Applied bot suggestions.
---
 .../new-expensify/concierge-ai/Expense-Assistant.md  | 12 ++++++------
 1 file changed, 6 insertions(+), 6 deletions(-)

diff --git a/docs/articles/new-expensify/concierge-ai/Expense-Assistant.md b/docs/articles/new-expensify/concierge-ai/Expense-Assistant.md
index d3c12a079455..41896fdbb429 100644
--- a/docs/articles/new-expensify/concierge-ai/Expense-Assistant.md
+++ b/docs/articles/new-expensify/concierge-ai/Expense-Assistant.md
@@ -9,9 +9,9 @@ order: 4
 
 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?
+# What is Concierge Expense Assistant?
 
-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.
+Concierge's Expense Assistant is a built-in feature 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.
 
@@ -24,7 +24,7 @@ Concierge handles many expense tasks for you behind the scenes:
 - Adds expenses to the correct report
 - Moves held expenses to a new report when other expenses are submitted
 
-# How to use the Expense Assistant with Concierge
+# How to use Concierge Expense Assistant
 
 You can ask Concierge to take action on expenses directly in chat. Here’s what you can do:
 
@@ -52,7 +52,7 @@ Ask Concierge to:
 - Edit the description
 
 **Example requests:**
-- “Change the merchant to Extracto”
+- “Change the merchant to Taco Tim's”
 - “Change the amount to $6”
 - “Categorize this as Client Meals”
 - “Tag this to Bob’s Bananas”
@@ -94,12 +94,12 @@ Concierge will update the expense and confirm the change.
 
 Some expense actions are not currently supported in chat, but may be added in the future:
 
-- Deleting an expense  
+- 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. 
+If you request these actions, Concierge will notify you that the feature is not yet available."
 
 ---
 

From 2f189f8188590026df2d34a31b88904e73237053 Mon Sep 17 00:00:00 2001
From: Stephanie Elliott <31225194+stephanieelliott@users.noreply.github.com>
Date: Mon, 3 Nov 2025 11:11:55 -1000
Subject: [PATCH 19/20] Update Support-Agent.md

Applied bot comments.
---
 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 c13267d29456..91953714f74c 100644
--- a/docs/articles/new-expensify/concierge-ai/Support-Agent.md
+++ b/docs/articles/new-expensify/concierge-ai/Support-Agent.md
@@ -4,7 +4,6 @@ description: Learn how the Concierge Support Agent can answer questions, trouble
 keywords: Concierge Support, Support Agent, Expensify help, AI support, troubleshoot Expensify, how to contact Concierge, onboarding call, Expensify chat support
 order: 3
 ---
-Account > Help and Feedback > Concierge
 
 <div id="concierge-ai" markdown="1">
 
@@ -29,7 +28,7 @@ You can ask Concierge for help from anywhere in Expensify:
 
 Wherever you reach out, Concierge uses context from your account to tailor a relevant response.
 
-## What kind of help does Concierge Support Agent provide?
+## What Concierge Support can help with
 
 Concierge can help with most common support requests:
 
@@ -57,7 +56,7 @@ If Concierge doesn’t have an immediate answer, it will escalate your request t
 
 # FAQ
 
-## What information helps Concierge Support Agent respond faster?
+## How can I get faster responses from Concierge?
 
 Providing more detail upfront leads to quicker answers. Include:
 
@@ -66,7 +65,7 @@ Providing more detail upfront leads to quicker answers. Include:
 - Exact error message (if any)
 - What you were doing when the issue occurred
 
-## Can Concierge reconfigure my Workspace?
+## Can Concierge update my Workspace settings?
 
 Not yet! Concierge can walk you through how to make changes, but it won’t make updates on your behalf—for now.
 

From 1bac148f472d4a818ac4eb66a3ed2a5fd7f5c8a1 Mon Sep 17 00:00:00 2001
From: Stephanie Elliott <31225194+stephanieelliott@users.noreply.github.com>
Date: Mon, 3 Nov 2025 11:14:13 -1000
Subject: [PATCH 20/20] Update Support-Agent.md

---
 docs/articles/new-expensify/concierge-ai/Support-Agent.md | 4 ----
 1 file changed, 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 91953714f74c..592c1e048941 100644
--- a/docs/articles/new-expensify/concierge-ai/Support-Agent.md
+++ b/docs/articles/new-expensify/concierge-ai/Support-Agent.md
@@ -5,8 +5,6 @@ keywords: Concierge Support, Support Agent, Expensify help, AI support, troubles
 order: 3
 ---
 
-<div id="concierge-ai" markdown="1">
-
 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
@@ -68,5 +66,3 @@ Providing more detail upfront leads to quicker answers. Include:
 ## Can Concierge update my Workspace settings?
 
 Not yet! Concierge can walk you through how to make changes, but it won’t make updates on your behalf—for now.
-
-</div>