[No QA] Create Concierge AI hub and docs [2]

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/lightbulb.svg
+        description: Learn about Concierge AI and what it can do.
+
       - href: workspaces
         title: Workspaces
         icon: /assets/images/shield.svg

docs/articles/new-expensify/concierge-ai/Concierge-Basics.md

@@ -0,0 +1,94 @@
+---
+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, 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?
+
+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
+
+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.
+
+You can also contact Concierge by:
+- Email: **concierge@expensify.com**  
+- Text: **47777**
+
+# 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 can Concierge 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 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?
+
+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.
+
+# 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.
+
+</div>

docs/articles/new-expensify/concierge-ai/Concierge-Intelligence.md

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+---
+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
+---
+<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.
+
+# How Concierge Intelligence works
+
+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.
+
+# What makes Concierge intelligent
+
+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.
+
+# How Concierge is built
+
+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
+
+# 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.  
+- 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)
+
+Concierge uses this context to understand your request and provide a relevant 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.
+
+</div>

docs/articles/new-expensify/concierge-ai/Expense-Assistant.md

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+---
+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 Concierge Expense Assistant?
+
+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.
+
+# 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 Concierge Expense Assistant
+
+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 Taco Tim's”
+- “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 request these actions, Concierge will notify you that the feature is not yet available."
+
+---
+
+## 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>