Concierge is a storefront assistant that answers shoppers in your brand's voice, recommends the right product, and hands off cleanly to a human when needed. This guide covers setup and tuning.
Getting started
Concierge runs on your storefront. The most important setup step is its voice: give it your brand voice settings so its answers sound like your store, not a generic bot. Once the voice is set, Concierge starts answering common shopper questions automatically.
How it works
On-brand answers
Concierge replies in your store's tone, using your product and policy information, so the experience feels like part of your brand.
Context-aware recommendations
It reads what the shopper is looking at and asking about, and suggests the product that actually fits — not a random upsell.
Clean human hand-off
When a question needs a person, Concierge escalates with the context attached, so whoever picks it up isn't starting from scratch.
Tuning it
Revisit the brand voice settings as your range and tone evolve. The clearer your voice configuration and product information, the better Concierge's answers and recommendations get.
Tips
- Set the brand voice before going live — it's what separates Concierge from a generic chatbot.
- Keep product and policy details current so answers stay accurate.
- Review escalated conversations to spot gaps you can answer automatically next time.
Frequently asked
Will it sound like a robot?
Not if you set the brand voice. That configuration is what makes it answer like your store.
What happens to questions it can't answer?
They're handed to a human with the full context, so nothing is dropped.
Still stuck? Reach the team from the Contact page, or head back to the Help Centre for guides to the rest of the Vastura apps.