How it works.

One concierge for each repeat customer

Each repeat customer gets a concierge that serves them for one supplier. It keeps their history and agreements together. It follows the supplier’s policies. The team can read its work and correct it.

What it remembers

Preferences, past agreements and unfinished requests stay with each customer. The team can see what the concierge remembers.

What it checks

Products, stock, prices and orders come from the supplier’s own tools. The concierge checks them for each request.

What it may decide

The concierge keeps to the supplier’s policies. Anything outside them waits for a person.

One request, step by step

Maya asks for 24 of “the usual” seal kits. “The usual” is useful, but it is not enough to promise anything. The concierge has to work out which item she means, what is in stock and what price was agreed.

When the checks pass, the concierge replies within the supplier’s policy. When they do not, the request waits for the team. In early testing, a team can review every reply before it goes out.

Behind the scenes

The customer sees a normal conversation. Behind it, the concierge keeps notes on each request, checks your business tools and asks your team when it needs a decision.

When a request needs a person, the concierge saves its notes and waits. It picks the request up again when something changes, such as a new message, a stock update or a reply from your team.

What it remembers

An answer should still make sense after the conversation moves on. The concierge keeps the customer’s thread and the checks behind each answer.

The team can read any conversation, see what the concierge remembers, and see why it acted or paused. A reply should never invent stock, prices or terms.

Your business tools stay in charge

The concierge reads stock, prices and orders from the tools you already use. That might be an ERP, accounting software or a spreadsheet. Planned ERP connections include SAP, Oracle, Microsoft Dynamics 365, Odoo, Acumatica and QuickBooks. Each connection is set up for your business, with your item names, units, customers and price lists. Stock and prices are checked as current before the concierge uses them.

customer>   24 of the usual seal kits. Same price?
concierge> Item: 40 mm seal kit, code SK-40
            Stock: 16 available, checked 9:13 AM
            Agreed price: $18 per kit, checked 9:13 AM
            Substitute: 42 mm kit, fits the same pump, $18
            Offer ready, within your policy.

Illustrative data, not a live connection. Each connection needs setup for that business, access controls and tests against its own records. A supplier with no system can start with a spreadsheet.

You set policy in plain words

The team tells the concierge how the business works in everyday language. Policy covers prices, discounts, substitutes, delivery and payment terms. The concierge keeps to it, and asks when a request falls outside it.

team>      Keep agreed prices for repeat customers.
            Ask me before any discount over 5%.
concierge> Saved two rules. I will quote the agreed price.
            Discounts over 5% will wait for your approval.

An illustrative exchange. The rules and wording are examples.

Custom asks and decisions that wait

Customers ask for things that are not in the catalog. Suppose Maya wants her seal kits cut to 38 mm, with each box labelled. The concierge can gather the facts, but your team decides. The request stays saved while it waits.

1. Maya makes a custom ask. Cut 24 kits to 38 mm and label each box.
2. The concierge pauses. It sends the ask to your team with the item, the quantity and what it knows about Maya.
3. Your team replies. “Approved, $2 extra per kit, for this order” becomes the decision for this request.
4. The concierge tells Maya. The new price and the approval are attached to her order.
5. The next order starts from the standard offer. One approval does not quietly change what Maya is offered. Your team can choose to make it a standing option.

Exceptions and price changes

A custom ask stays custom

The team can approve a special request, or a special price, for one order. Offering it again is a separate decision.

Confirmed offers stay visible

If a price changes, the team needs to see which offers were already confirmed at the old price and which are still open. The system should not rewrite a promise already made to a customer.

Status and limits

• A prototype exists. It remembers customers, keeps working on a request after a chat ends, can be set up for a business, asks for approvals and has a chat in the browser. It is in testing and has no customers yet.
• Authority comes from the supplier. The concierge acts only within the supplier’s policies. Everything else waits for a person.
• Planned, not yet built or tested. WhatsApp, iMessage and email, live connections to business tools, and price negotiation within policy.
• Not measured yet. We have not measured time saved or sales gained. The screens and examples on this site show the intended experience.