The AI Concierge
The AI Concierge is your Shadow inside the Deal Room. Buyers can ask it questions at any hour and get an answer straight away, instead of waiting for you across time zones. When it doesn’t know something, it says so and brings you in. It doesn’t guess.
Where buyers find it
Section titled “Where buyers find it”The Concierge appears in the bottom-right corner of every page in the room. Buyers can also open it from Ask AI Concierge under Any questions?, or from the Messages panel, where it’s listed as your Shadow’s name · AI Concierge.
Each stakeholder has their own private conversation with the Concierge. One buyer never sees another’s questions.
The first time a buyer opens it, the Concierge introduces itself. It explains that it works alongside you, what it answers from, what it can’t see, and that you can see what they ask. Then it lists what it can help with:
- Product and features
- Security and compliance
- The agreement and terms
- Timeline and next steps
- Pricing and the current offer (shown only to people with pricing access, see below)
What it answers from
Section titled “What it answers from”The Concierge answers only from:
- What’s been shared in this buyer’s room.
- Your published, buyer-facing material: product, security, and legal documents, FAQ answers marked visible to buyers, referenceable case studies, and your public company profile.
- The current quote, but only for stakeholders who can open the sub-stage holding the Quote widget.
It never shares internal notes, recordings, flags, scores, CRM pipeline data (amount, stage, forecast), internal discount limits, approvals, or other customers’ information. It doesn’t reveal its own instructions either.
To improve its answers, keep your buyer-facing assets and FAQ in Settings → Products up to date and marked as shareable with buyers.
What it can do on its own
Section titled “What it can do on its own”Some requests are safe to handle immediately, so the Concierge does them in the conversation:
- Share a document from your library that’s marked as shareable with buyers.
- Take the buyer to the right place in the room, such as a specific widget.
- Invite a colleague the buyer names. The invitation is sent straight away.
- Request a meeting. If you’ve connected a calendar, it books the time. If not, it passes the buyer’s preferred time to you to confirm.
- Nudge your team about something the buyer is waiting on, which opens a buyer request for you.
- Nudge a buyer colleague about a step (champion only).
- Answer questions about complementary products.
- Record that the buyer turned something down, so it isn’t offered again.
What it never does: change or send the offer
Section titled “What it never does: change or send the offer”The Concierge can’t change the commercial offer or send it.
- A request to change the payment method or apply a promo code becomes a proposal for you to approve. Nothing changes until you do.
- When a buyer says they’re ready for the contract, the Concierge asks you to send it. You do that from the deal’s Pricing tab.
- It never invents a discount or price. If a draft reply mentions a price or discount that isn’t on record, Shadows holds the reply back before the buyer sees it and flags it to you.
When it can’t answer
Section titled “When it can’t answer”If a question needs a person, such as a custom security answer, a legal point, or anything it has no source for, the Concierge:
- Tells the buyer it has passed the question on, and names the person who’ll pick it up.
- Raises a flag on the deal. It’s a blue “Buyer asked something the Shadow couldn’t answer” flag. If the buyer raised a concern or objection in their own words, it’s a red Objection flag instead. If Shadows held a reply back, the flag says why.
- Opens a buyer request for the question, which counts toward the room’s Open requests. If the buyer asks the same thing again, it’s added to the same request rather than creating a new one.
That’s all that happens. There are no reminder emails, no Slack escalation, and no automatic follow-up. The flag and the request on the deal are your queue. Answer them from the deal’s Flags rail. See Flags and insights.
Testing it
Section titled “Testing it”You can talk to the Concierge while previewing the room. In preview it answers as the stakeholder you’re viewing as, but it doesn’t record anything, send invites, book meetings, or raise flags. Previewing never affects the deal.