> For the complete documentation index, see [llms.txt](https://docs.shopperos.stackline.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.shopperos.stackline.com/concierge/concierge.md). # AI concierge The concierge is an AI shopping assistant that answers your shoppers in a chat. It answers from your catalog, your knowledge, and your rules. When a shopper needs a person, it hands the shopper to your support team. ```mermaid flowchart LR Cat[Your catalog] --> C[Concierge] K[Your knowledge and rules] --> C S[Shopper asks in the chat] --> C C -->|recommends and compares| P[Your products] C -->|answers| Q[Product, policy, shipping and return questions] C -->|looks up| O[Orders and support cases] C -->|hands off| T[Your support team] ``` The concierge can: * recommend and compare your products, * answer product, policy, shipping, and return questions, * look up orders and help with support cases, * hand a shopper off to your support team. ## Three more pages go deeper This page sets up the concierge. After setup, read **Knowledge and guardrails**, then **Live Assist**, then **Insights**.
Knowledge and guardrailsGive the concierge your facts and policies. Block topics, and write marketing rules.Knowledge and guardrails
Live AssistYour team takes over a concierge chat and talks to the shopper in person.Live Assist
InsightsSee conversations, sales, support results, and shopper sentiment.Insights
## You set up the concierge in two places Settings turns the concierge on for shoppers. The Concierge studio sets how it looks and what it does. | Place | What you do there | | ------------------------------ | -------------------------------------------------------------------------------------------------------- | | **Settings → Concierge** | Turn the concierge on or off for shoppers. See where shoppers chat, and launch it on your Shopify store. | | **Concierge** (top navigation) | The Concierge studio. Edit its branding, channels, support, knowledge, and rules, and see its results. | ## Before you start * Your catalog has products. See [Your catalog](/catalog/catalog.md). * To show the chat on your Shopify store, your [Shopify store is connected](/selling-and-checkout/shopify-integration.md). ## Step 1: Turn on the concierge One switch in **Settings → Concierge** makes the concierge visible to shoppers. {% stepper %} {% step %} ### Open the settings Open **Settings → Concierge**. {% endstep %} {% step %} ### Turn on Concierge Under **Concierge for shoppers**, turn on **Concierge**. The row reads **On. Shoppers can chat with the concierge on your site and on your Shopify store.** {% endstep %} {% endstepper %}
Settings → Concierge

Settings → Concierge. The Setup row shows if the first-time setup is done.

The first time you turn it on, ShopperOS also runs **Concierge setup**. Setup adds the studio settings, default rules, and guardrails. The **Setup** row shows its status: | Status | Meaning | | -------------------------------------------------------------------------------------------- | ---------------------------------------------- | | **Ready** | Setup is done. | | **Working…** or **Queued** | Setup is running. The page updates on its own. | | **Incomplete** | Setup finished, but something is missing. | | **Needs attention** | Setup failed. The row shows the reason. | If the row shows **Run concierge setup**, click it to run the setup again. **View on Overview** opens the [onboarding checklist](/getting-started/onboarding-checklist.md). Done. Shoppers can chat with the concierge. Next, [check where shoppers chat](#step-2-check-where-shoppers-chat). ### More concierge settings **Settings → Concierge** also has these rows: | Row | What it does | | ----------------------------------------------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **Show a family until a variant is chosen** (under **Product display**) | When on, the next search shows a product family with no size selected until the shopper picks one. When off, the concierge picks a representative variant. Product cards already in a chat do not change. The switch saves at once. | | **Rule search index** (under **Setup**) | The concierge uses this index to find the rules that fit a question. It shows **Up to date**, or how many rules are out of date. Click **Update search index** to update the out-of-date rules. | | **Rules per lookup** (under **Setup**) | How many store rules the concierge reads for one question. Enter a number from 1 to 500, and click **Save**. Leave it empty to use the default. | ### Turn off the concierge Turning off hides the chat from shoppers and keeps your setup. 1. In **Settings → Concierge**, turn off **Concierge**. The **Turn off the concierge?** dialog opens. 2. Click **Turn off**. Done. In about a minute, shoppers stop seeing the chat bubble and the chat page on your site and Shopify store. Your Concierge studio setup is kept. ### A banner shows when shoppers cannot see the concierge The Concierge studio shows a banner while the concierge is hidden from shoppers. You can still edit everything in the studio. | Banner | Meaning | Link | | ----------------------------------------------------------------------------------------------------------- | ---------------------------------- | ----------------------- | | **The concierge is off. Shoppers do not see the chat bubble or the chat page. You can still edit it here.** | The concierge was turned off. | **Turn on in Settings** | | **The concierge is not set up yet. Shoppers do not see it.** | The concierge was never turned on. | **Set up in Settings** | ## Step 2: Check where shoppers chat **Settings → Concierge → Where shoppers chat** lists the addresses of the chat page. One is on your ShopperOS domain. One can be on your Shopify store. | Address | When shoppers chat there | | -------------------- | ---------------------------------------------- | | **ShopperOS domain** | Always, while the concierge is on. | | **Shopify store** | Only when the main link is your Shopify store. | The main link shows **· Main link** beside its name. Click **Open** to open the chat page. To change the main link, click **Change it in Hosting**. See [Connect your Shopify store, Step 3](/selling-and-checkout/shopify-integration.md#step-3-choose-where-shoppers-land). Next, if you have a Shopify store, [launch the chat on it](#step-3-launch-on-your-shopify-store). ## Step 3: Launch on your Shopify store The **Launch on Shopify** card checks that the chat is ready on your store. It shows when a Shopify store is connected. The store goes live when the test theme is published. ### Pass every check before hand-over Each check shows **✓** (passed), **✗** (not yet), or **?** (cannot tell). A check that has not passed shows what to do. The heading counts the required checks that are done, for example **4 of 8 done**. When all required checks pass, it reads **Ready. Send the preview link.** | Check | What to do if it does not pass | | --------------------------------------------------- | ------------------------------------------------------------------------------------------------- | | **Store authorized, token fresh** | Authorize the store again: **Catalog → Connect Shopify**. | | **Catalog has products** | Wait for the import to finish. If it failed, open **Catalog** to see the error and retry. | | **Concierge is on** | Turn the concierge on in **Settings → Concierge**. | | **The main link is the Shopify store** | Click **Serve on Shopify**, or choose **Shopify store** under **Settings → Hosting → Main link**. | | **Ask-us embed on in a theme** | Ask your Stackline team to click **Make test theme**. | | **No old Ask-us block from another app** (optional) | In the Shopify theme editor, under **App embeds**, switch off the old app embed. | | **Web pixel installed** | Click **Install pixel**. | | **Storefront has no password page** | Remove the storefront password in Shopify admin → **Online Store → Preferences**. | | **… /concierge answers through the App Proxy** | Check that the concierge is on. If the check still fails, contact your Stackline team. | | **Theme published** (merchant step) | Preview the test theme. When you agree, publish it. | Click **Refresh** to run the checks again. ### Each theme shows its chat embed state The **Theme embed** table lists your store's themes. Each theme shows **Live theme** or **Unpublished**, and the state of the chat embed: **Embed on**, **Embed off**, **No embed**, or **Cannot read**. A theme with a test copy shows a **Preview:** link. **Open editor** opens the theme in the Shopify theme editor. {% hint style="warning" %} **Stackline team step.** Only your Stackline team can click **Make test theme**, **Turn on embed**, and **Publish** on this card. **Make test theme** copies your live theme and turns the chat on in the copy only. Your live theme does not change. Your Stackline team then sends you the preview link. {% endhint %} ### Go live on Shopify You go live when the test theme is published. {% stepper %} {% step %} ### Test the preview Open the preview link, and test the chat on your store. {% endstep %} {% step %} ### Publish the test theme Tell your Stackline team that you agree, or publish the test theme yourself in Shopify admin. {% endstep %} {% endstepper %} Done. Every shopper sees the published theme at once, with the chat. Your old live theme stays in your Shopify theme library. Next, shape the concierge in [the Concierge studio](#the-concierge-studio-has-one-section-per-job). ## The Concierge studio has one section per job Click **Concierge** in the top navigation to open the studio. The left menu has these sections: | Section | What you do there | Page | | --------------- | --------------------------------------------------------------------------------------------------------------- | ----------------------------------------------------------------- | | **Insights** | See conversations, sales, support, and sentiment. | [Insights](/concierge/insights.md) | | **Knowledge** | Add knowledge, guardrails, and responses to reviews. | [Knowledge and guardrails](/concierge/knowledge.md) | | **Support** | Set how the concierge hands shoppers to your support team. | [Support](#set-how-shoppers-reach-your-team-in-support) | | **Marketing** | Add marketing rules, and choose marketing skills. | [Knowledge and guardrails](/concierge/knowledge.md#marketing) | | **Branding** | Set the name, look, voice, and consent notice. | [Branding](#set-the-look-and-voice-in-branding) | | **Channels** | Choose where the concierge shows on your website, and set up a ChatGPT app. | [Channels](#choose-where-shoppers-meet-the-concierge-in-channels) | | **Live Assist** | Let your team chat with shoppers in person. See its results, settings, and quick replies, and open the console. | [Live Assist](/concierge/live-assist.md) | | **Evals** | Test the concierge's answers with sets of sample questions. | — | Each tab with edits has **Save** at the top right. Click it to keep your changes. ## Set the look and voice in Branding Branding sets how the concierge looks and sounds to shoppers. Open **Concierge → Branding**.
Concierge → Branding → Identity

Concierge → Branding → Identity. Each section sets one part of the look.

### Set the identity, colors, and fonts On **Identity**, fill in the sections, then click **Save**. Click **Cancel** to undo your changes. | Section | What you set | | ---------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **Concierge Identity** | **Concierge Name**, **Concierge Icon**, and the display text: **Search Bar Text (Default)**, **Search Bar Text (Follow-Up Response)**, **Homepage Greeting (User Logged In)**, **Homepage Greeting (User Logged Out)**, **Homepage Subtext**, and **Concierge Icon Prompt**. | | **Voice and Tone** | **Concierge Voice** and **Concierge Tone**: how your concierge speaks. | | **Logo Usage** | **Homepage Logo**, **Homepage Logo Light**, and **Brand Icon**. Each upload shows its size rules. | | **Brand Colors** | **Primary Text**, **Homepage Background**, **Primary Button Background**, **Primary Button Text**, **Secondary Button Background**, and **Secondary Button Text**. | | **Typography** | Font files for **Regular (400)**, **Medium (500)**, **Semibold (600)**, and **Bold (700)**. Use OTF, TTF, or WOFF2 files. | In **Homepage Greeting (User Logged In)**, `{name}` shows the shopper's name. ### Choose a homepage template On **Homepage**, choose a template for the chat page, then click **Save**. | Template | What it shows | | ------------------------------- | --------------------------------------------------------- | | **Simple Start** | Logo and input only. | | **Quick Introduction** | Logo with a short assistant greeting. | | **Inline Motion and Prompts** | In-line greeting with animated icon and starter prompts. | | **Centered Motion and Prompts** | Centered greeting with animated icon and starter prompts. | ### Style your team in the chat The **Support** settings set what the shopper sees when your support team takes over the chat. | Section | What you set | | ------------------------- | ------------------------------------------------------------------------------ | | **Support Team Identity** | **Team Label**, **Paused Footer Caption**, and **Delivery Confirmation**. | | **Fallback Avatar** | The picture to show when your support tool does not send one for the teammate. | | **Support Colors** | **Soft Background**, **Accent Border**, **Accent Dot**, and **Accent Text**. | ### Turn on voice mode **Voice mode** lets shoppers start a voice conversation with your concierge. Turn it on, then: {% stepper %} {% step %} ### Choose a voice Under **Audio voice**, choose a voice. Click play on a voice to hear a sample. {% endstep %} {% step %} ### Choose an animation Optional: turn on **Voice animation**, and choose a style: **Aurora**, **Organic**, **Particle**, **Waveform**, **Ripple**, or **Metaball**. {% endstep %} {% step %} ### Set the colors Under **Voice animation colors**, set the colors of the animation. {% endstep %} {% step %} ### Save Click **Save**. {% endstep %} {% endstepper %} ### Show a consent notice On **Legal**, turn on **Agreement** to show shoppers a consent notice before their first message. The **Template** sets how the notice shows: | Template | How it shows | | ------------------ | ------------------------------------------------------------------------------------------------------------ | | **Inline** | In the chat, under the shopper's question. | | **Centered Modal** | A centered card with a backdrop. More formal. | | **Bottom Banner** | A slim banner at the bottom of the chat. Least intrusive. | | **Auto Accept** | An information banner. The shopper accepts when they send their first message, and closes it with **Close**. | {% stepper %} {% step %} ### Choose a template Under **Template**, choose how the notice shows. {% endstep %} {% step %} ### Write the notice Enter a **Title** and the **Body**. **Preview** shows the result. In the body, put `{termsOfUse}`, `{privacyPolicy}`, `{consumerHealth}`, or `{contactEmail}` where you want the matching link. A token with no link shows as plain text. {% endstep %} {% step %} ### Enter the links Enter the links that the body uses: **Terms of Use URL**, **Privacy Policy URL**, **Consumer Health Data URL**, and **Contact Email**. {% endstep %} {% step %} ### Name the button Optional: change **Agree Button Label**. Leave it blank to use **I agree**. {% endstep %} {% step %} ### Save Click **Save**. {% endstep %} {% endstepper %} {% hint style="danger" %} **Reset Acceptance** asks every shopper to agree to the notice again on their next message. You cannot undo it. {% endhint %} ## Choose where shoppers meet the concierge in Channels Channels set where shoppers meet the concierge. Open **Concierge → Channels**. ### Choose where it shows on your website On **Web**, turn on each place where the concierge shows, then click **Save**. | Option | Where it shows | | ---------------------------------- | ------------------------------------------------------------------------------------------------------------------- | | **Concierge Icon** | In the bottom-right corner of the web page. | | **Concierge Icon Feature Prompts** | A text prompt above the concierge icon. | | **Product Page Feature Prompts** | Featured prompts on your product pages. | | **Search Prompts** | Default questions in search. When on, enter the prompts, for example "What products have the longest battery life?" | ### Set up a ChatGPT app On **ChatGPT App**, enter the details needed to create a ChatGPT app for your concierge. {% stepper %} {% step %} ### Turn it on Turn on **ChatGPT Enablement**. {% endstep %} {% step %} ### Upload the icons Upload **App Icon for Light Backgrounds (Dark Version)** and **App Icon for Dark Backgrounds (Light Version)**. Use a 64x64px SVG without rounded corners. {% endstep %} {% step %} ### Fill in the details Fill in **App Name**, **Subtitle** (30 characters or fewer), **App Description**, **Website URL**, **Customer Support URL**, **Privacy Policy URL**, **Terms of Service URL**, and **Product Catalog**. {% endstep %} {% step %} ### Save Click **Save**. {% endstep %} {% endstepper %} ## Set how shoppers reach your team in Support Support sets what the concierge does when a shopper needs your team. Open **Concierge → Support**. ### Handoffs A handoff is what the concierge does when a shopper needs your support team. Each support category has its own card: **Product**, **Returns**, **Orders**, **Payments**, **Rewards**, **Shipping**, **Account**, and **Other**. Each card shows its handoff type: | Type | Meaning | | -------------------- | -------------------------------------------------------------------------------------------------------- | | **Contact Referral** | The concierge gives the shopper your contact details. | | **Case Submission** | The concierge collects the details and emails a case to your support inbox. | | **Live Assist** | The concierge hands the chat to your team in the Live Assist Console, or to your connected support tool. | | **Not Configured** | No handoff is set for this category. | To set a handoff, click a category card. Choose **Ticket handoff** or **Live assist handoff**, and fill in the details: {% tabs %} {% tab title="Ticket handoff" %} Choose one: * **Refer the customer**: enter at least one of **Email Address**, **Phone Number**, or **Web Link**. * **Submit a case**: enter the email address under **Submission Destination**. **Collected Information** shows what the concierge asks the shopper for. Edit **Next Steps** to change what the concierge tells the shopper after it sends the case. Click **Save**. {% endtab %} {% tab title="Live assist handoff" %} Choose the **Live Assist** integration: * Choose **Live Assist: ShopperOS** to send the chat to your team in the [Live Assist Console](/concierge/live-assist.md). * For Intercom or Zendesk, also choose the **Team** and, optionally, the **Ticket Type**. If you have no integration yet, click **Add an integration →**. Click **Save**. {% endtab %} {% endtabs %} ### Turn on support skills On **Skills**, turn on the support actions the concierge can do, then click **Save**. | Skill | What the concierge does | | ---------------------- | ------------------------------------------------------------------------------------ | | **Customer Login** | Helps the shopper sign in to their account. | | **Order Lookup** | Looks up the shopper's order history. | | **Order Cancellation** | Cancels an order if it meets your policy. | | **Ticket Lookup** | Looks up the shopper's open tickets, and reads out the latest update from your team. | | **Live Agent** | Hands the chat to a live teammate in your connected support inbox. | Skills marked **Coming soon** cannot be turned on yet. ### Connect Intercom or Zendesk An integration connects your support tool. It only delivers the chat or the ticket. **Handoffs** decides the route. {% stepper %} {% step %} ### Add an integration On **Integrations**, click **Add integration**. Choose **Intercom** or **Zendesk**, and click **Next**. {% endstep %} {% step %} ### Enter the credentials Enter an **Integration Name** and the credentials from your support tool. The tabs below list them for each tool. {% endstep %} {% step %} ### Test the connection Click **Test Connection**. If it reads **Connection failed**, click **Back**, check the credentials, and test again. {% endstep %} {% step %} ### Connect When you see **Connection successful**, click **Save & Connect**. {% endstep %} {% endstepper %} {% tabs %} {% tab title="Intercom" %} Enter the **Access Token** and the **Webhook Signing Secret**. {% endtab %} {% tab title="Zendesk" %} Enter the **Subdomain**, **Admin Email**, and **API Token**. To let your team reply live in the chat, also tick **Enable** under **Live chat (Sunshine Conversations)**. Then enter the **Conversations App ID**, **Conversations Key ID**, and **Conversations Key Secret**. {% endtab %} {% endtabs %} Done. The table shows each integration's **Status** (**Connected**, **Disconnected**, or **Error**) and the categories that use it (**Used by**). Next, pick it in a [handoff](#handoffs). You can also: * click **Set default** to make an integration the default, * turn an integration on or off under **Enabled**, * click **Edit** in the row menu to change its name, **Default Team** (Intercom) or **Default Group** and **Default Ticket Form** (Zendesk), * click **Delete** in the row menu to remove it. Any handoff that uses it then falls back to the default. ### Business hours Business hours set when your team can take Live Assist chats. With no hours set, Live Assist is always on. Outside your hours, shoppers leave a message for your team. {% stepper %} {% step %} ### Open Business hours Open **Concierge → Support → Business hours**, and click **Set business hours**. {% endstep %} {% step %} ### Set the weekly hours Under **Weekly hours**, set the hours of each day. To use the same hours on each weekday, click **Copy Monday's hours to all weekdays**. {% endstep %} {% step %} ### Add holidays Under **Holidays**, add the dates when your team is closed. A holiday is closed all day, unless you set hours for that date. {% endstep %} {% step %} ### Edit the off-hours message Optional: edit the **Off-hours message**. Shoppers see it outside business hours in the other support channels. Live Assist uses its own messages. See [Messages to shoppers](/concierge/live-assist.md#messages-to-shoppers). {% endstep %} {% step %} ### Save Click **Save**. {% endstep %} {% endstepper %} Done. The **Weekly hours** card shows the state now, for example **Now: Open · closes 5:00 PM PDT**. Click **Clear hours** to make Live Assist always on again. ## Troubleshooting | Message | What to do | | ---------------------------------------------------------- | --------------------------------------------------------------------------------------------------- | | **Connection failed** (when you add an integration) | Click **Back**, check the credentials, and test again. | | **Add at least one destination.** | Enter an email address, phone number, or web link for the handoff. | | **Enter a valid email address** or **Enter a valid URL** | Correct the value, and save again. | | **Couldn't read the store's themes. Try Refresh.** | Click **Refresh**. If it continues, contact your Stackline team. | | **Another app's embed is on: …** | In the Shopify theme editor, under **App embeds**, turn off the other app's embed. | | **No Shopify store is connected. See Settings → Shopify.** | Connect your store. See [Connect your Shopify store](/selling-and-checkout/shopify-integration.md). | | **Failed to save** | Try again. If it continues, contact your Stackline team. | ## Next step Give the concierge your facts, policies, and rules. {% content-ref url="/pages/4J0oYqLxOSsYs0aGRCpF" %} [Knowledge and guardrails](/concierge/knowledge.md) {% endcontent-ref %}