Brand Concierge help
Learn how to configure and use key features of Brand Concierge. Find answers to common questions about setup, data integration, privacy, customization, performance measurement, and technical requirements.
Key features key-features
Brand Concierge has a number of key features including:
- Guided onboarding: Follow a step-by-step setup for knowledge, skills, and brand expression.
- Knowledge integration: Upload and manage sources like CSV files with website links.
- Configure skills Integrate skills such as product advisory.
- Control branding: Adjust the voice, tone, and response length to meet your particular brand’s standard and approach.
- Preview and iterate: Use a comprehensive preview interface to simulate conversations and conduct live adjustments.
- Feedback system: Use a feedback system that allows users to provide thumbs up or down ratings, along with detailed feedback forms covering response coverage, tone, quality, and features.
- Analytics dashboard: Take advantage of an analytics dashboard powered by Customer Journey Analytics for metrics like conversations, sentiment, and engagement.
Get started getting-started
You can access Brand Concierge from the Adobe Experience Cloud dashboard. At a high level, you perform these tasks:
- Create a concierge from a website URL. A starting knowledge source, brand expression, and baseline skill are generated automatically.
- Review and refine knowledge sources as needed.
- Configure additional skills beyond the baseline skill.
- Adjust your Brand Expression if the generated defaults need changes.
For a video tutorial, see Create your first concierge
The following sections describe each task and the interface options in detail.
Create a concierge homepage
Creating a concierge from a single website URL is the recommended starting point for a first-time user. The Brand Concierge Homepage reads the site and builds a working baseline automatically: no manual configuration is required to get started.
As setup completes, a configuration summary provides a comprehensive view of your details, organized with tabs to facilitate ongoing adjustments and refinements. The Homepage also features an inspirational section with videos and demonstrations of concierge capabilities, such as product recommendations, and quick access to Experience League documentation for more in-depth technical insights.
Key elements
- One-click creation: Enter a website URL to automatically generate a starting brand expression, brand profile, instructions, guardrails, knowledge source, and baseline skill.
- Guided review: Each generated element is presented for review before it is saved, so nothing goes live without a chance to adjust it first.
- Inspirational Section: Videos and demos showcasing concierge capabilities (for example, product recommendations).
- Documentation Links: Quick access to Experience League resources for deeper tech insights.
- Configuration Summary: Post-setup view of all details, with tabs for refinement.
To create a concierge
- Enter the brand’s website URL and select Create.
- Review the generated brand expression (such as formality, warmth, playfulness, and energy) and adjust as needed.
- Review the generated brand profile, including goals, products and services, target audience, and differentiators, and adjust as needed.
- Review the generated instructions, guardrails, and suggestions, and adjust as needed.
- Select Save. The concierge is ready to test in preview.
For complete details on this flow, including what is configured automatically, see Manage a concierge.
Knowledge Sources knowledge-sources
Knowledge Sources help you manage the data sources that power your concierge’s answers. A starting knowledge source is created automatically when you create a concierge from a website URL; use this area to review it or add more. Knowledge Sources has a number of key elements to consider, such as:
- Source List: Displays all uploaded items, such as CSV files with website links, and indicates their status as either processed or pending.
- Upload Interface: Allows you to drag and drop or browse for CSV files that contain URLs, which the system will crawl to extract knowledge.
- Connection Options: Enable you to link specific knowledge sources to relevant skills for more targeted use.
To add a knowledge source
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From the Homepage, click Knowledge Sources.
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Name the knowledge source.
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Click Add to upload a CSV file.
Ensure that it includes a column for website URLs.
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Allow for a few moments for processing.
This step resolves fairly quickly as status updates in real-time.
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Once added, return to the Homepage.
By this point, you should see the new source added to the Homepage.
Use the Homepage to edit or delete your knowledge sources as needed. You can also reconnect a knowledge source if any changes occur.
For the full set of knowledge source types and troubleshooting steps, see Create and manage knowledge sources for Brand Concierge.
Configure skills skills-configuration
Skills determine what a concierge can do for visitors, such as Product Advisory for product recommendations or Site Advisory for general brand questions. Select Browse Skills to view the available skill catalog and turn on the skills your concierge needs.
- Skill catalog: Choose from available skills, such as Site Advisory, Product Advisory, and skills that support meeting booking or live chat with a sales representative.
- Configuration: For each skill, set its name, description, and the intents (trigger phrases or topics) that should invoke it.
- Integrations: Attach the integration a skill needs to do its job, or select Use recommended to have Composer select one automatically.
- Preview: Test changes immediately in the live preview.
To configure skills
- From the concierge, select Browse Skills.
- Select a skill to turn on (for example, Product Advisory).
- Set the skill’s name, description, and intents.
- Attach the required integration, or select Use recommended.
- Select Save and test the change in the live preview.
For the full skill and integration catalog, see Skills and Integrations Framework.
Brand expression brand-expression
Brand expression controls the personality and style of your concierge’s responses. It is drafted automatically when you create a concierge, and you can access it afterward from the concierge’s Tone & Voice settings for ongoing changes.
Brand expression is set using attributes such as formality, warmth, playfulness, and energy, rather than a single named style. You can also configure response length (short, medium, or long) to match your brand’s preference.
To customize your brand expression
- From the concierge, open Tone & Voice.
- Adjust formality, warmth, playfulness, energy, and preferred response length.
- Select Save to ensure that the changes are reflected in future responses.
Preview and test preview-and-test
Test your concierge before launching to customers using the Preview and Tester View modes.
Use the Preview mode to simulate conversations while making real-time adjustments.
- After your setup, navigate back to the Homepage and click Preview.
- Use the chat interface to input your query (for example, Recommend a laptop under $1000).
- Review concierge responses.
- Use the right-hand panel to adjust your brand expression settings.
- Click Share to generate link for team feedback.
Use the Tester view to gather structured feedback on concierge performance and simulate the end-user experience.
- From preview, click Tester View.
- Use the Tester view to simulate end-user conversations.
- Use the thumbs up and down mechanism to rate each response that you receive.
- Complete feedback form for thumbs down:
Response coverage: Did it address the intent?
Brand tone: Aligned with personality?
Response quality: Clear and structured?
Response features: Helpful follow-ups? - Add comments and specific observations.
- Submit feedback for dashboard review.
Feedback feedback
After testing, you can use the feedback tab in the Homepage to provide feedback and detailed reviews.
The feedback section provides several important features to help you monitor and evaluate your Brand Concierge’s performance. The following elements are available:
- Performance Snapshot: Displays cards summarizing key metrics, including total conversations, unique users, sentiment trends, and engagement rate.
- View Report Button: Allows you to open a dashboard powered by Customer Journey Analytics for in-depth access to advanced analytics and performance metrics.
- Feedback List: Presents a table of feedback sessions. You can click on individual rows to view the full chat transcript for each session.
- Feedback Panel: Shows rating cards on the right side of the interface. Hovering over or clicking these cards will highlight the relevant portions of the chat transcript for easy reference.
To submit feedback
- Navigate to the Brand Concierge Homepage and select Feedback.
- Use the provided snapshot to view information on high-level trends.
- To access a deep dive powered by Customer Journey Analytics, select View Report.
- You can also inspect the panel for additional connected feedback.
- When finished, you can export the insights to use later and refine your workflow.
Configurations configurations
The Configurations tab is a read-only summary view that you can use to review your concierge’s full setup. This directly mirrors the Homepage after completion of the initial setup and provides summaries of your details, knowledge sources, skills, and configured Brand Expression. You can use this feature as a reference prior to previewing or sharing your concierge.
What you can do with Brand Concierge
Learn about the customer features, business capabilities, and use cases for Brand Concierge.
Customer features
Brand Concierge offers a conversational interface that lets customers find products, compare options, and get answers using natural language. With personalized recommendations, rich product comparisons, and the ability to escalate to a live agent, customers enjoy a seamless, intuitive experience. Interaction is flexible - customers can use text, voice, or images—and every answer is based on your brand’s trusted documentation and customer context.
- Ask questions in natural language and get personalized recommendations.
- Compare products side-by-side with visual displays.
- Get answers sourced from your brand documentation.
- Switch to a live agent with full conversation history.
Business capabilities
Brand Concierge empowers businesses with advanced conversational AI capabilities for customer engagement. It helps brands drive conversion by guiding customers to the right products, reduces support costs through instant, accurate answers, and ensures consistent brand voice and compliance. With robust analytics, seamless AI-to-human handoff, and deep Adobe integrations, Brand Concierge optimizes both customer experience and business performance.
- Guide customers to the right products to increase conversion.
- Reduce support costs with instant, accurate answers.
- Control brand voice, tone, and compliance requirements.
- Track performance with Customer Journey Analytics dashboard.
- Enable seamless AI-to-human handoff including meeting scheduling.
- Integrate with Adobe Experience Platform, and Experience Manager.
Use cases
Brand Concierge supports both B2C and B2B use cases across multiple industries.
Conversational AI disclosure disclosure
To provide a transparent and trustworthy experience, Adobe Brand Concierge users are responsible for adding a short disclosure within their conversation experience. This disclosure helps the end users understand how the conversation works and how their information may be used.
What the disclosure should cover
Your in-conversation disclosure should clearly communicate three things to end users.
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The conversation uses generative AI
Let users know that responses are generated by AI, so they understand they’re interacting with an automated system.
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Conversations may be reviewed to improve the experience
Users should be informed that the conversations may be accessed by you (the customer) and your service providers to help personalize responses and improve the quality and performance of the conversation.
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Using the conversational AI means agreeing to this use
Make it clear that by continuing to use the conversational AI, users are agreeing to this processing of their conversation data.
Example (for reference purposes only)
"This conversational AI uses generative AI to help respond to you. Conversations may be recorded by [customer] and/or our service provider and used to help operate and improve services, make your interactions with us better, and provide a more personalized experience. By continuing to conversational AI you agree to this processing of data."
You’re free to adapt the wording to fit your brand voice and user experience, as long as the key points above are clearly communicated.
Why This Matters
Being upfront about how the conversational AI works helps set the right expectations for users and builds trust in AI-powered experiences.