Concierge AI and the Support Desk

Expensify support has two parts, and you choose which one you want:

• Concierge is AI. Every reply is generated in real time, giving you lightning-fast support for most everyday questions, troubleshooting, and tasks. For most things, Concierge is the quickest way to get the help you need.
• The Support Desk is human. If something is more complex, or you simply want some extra support and guidance, select Talk to a human and a member of our Support Team will pick up your conversation. They’ll investigate your issue and work with you to get it resolved. Naturally, that takes a little longer than an instant AI response, but you’ll have a real person looking into your specific situation and making sure you get the right support.

You always know which one you’re talking to.

How to get support

From your account:

1. Go to Account > Help.
2. Select one of the following options:
   • Concierge: Connect with AI for lightning-fast support.
   • Talk to a human: Our human-managed Support Desk for more complex issues.
   • Expensify HelpSite: Navigate to our extensive self-help resources.

Depending on your account, you may also see the following:

• Your account manager: Opens a DM with your dedicated Account Manager. Not everyone has an Account Manager — if you don’t see this option, you can use Talk to a human for world-class one-to-one support.
• Your onboarding specialist: Opens a DM with your onboarding specialist if you are a new client still in the setup stage.
• Talk to [name] again: Coming soon. Reopens with the support rep you worked with last time.
• Talk to someone new: Coming soon. Matches you with the next available rep.

From Expensify Classic, when you select Support, you will see the same options appear.

What Concierge does and when to use it

Concierge is an AI agent that answers questions, troubleshoots problems, and takes actions in your account, at your request, such as creating expenses, submitting reports, updating Workspace settings, and more. It’s available 24/7 and replies in seconds.

It is the fastest way to get support, so this is a great tool to start with.

When Concierge isn’t confident it can solve your problem, it says so and offers you a link to Talk to a human instead of guessing.

What Talk to a human (Support Desk) does and when to use it

The Support Desk is our team of human support representatives. You reach them by selecting Talk to a human from the Help menu, or by selecting this option from within your Concierge chat. You never have to convince Concierge to hand you over.

When you Talk to a human, we open a support ticket — a conversation in your Concierge chat that belongs to you and a dedicated support rep.

Here’s what that means for you:

• ✅ You know who you’re talking to. Your rep’s name and avatar are on every message.
• ✅ Admins can schedule a call, any time. All admins on a paid Workspace will see the option on an open ticket to Book a Call with your rep. If they don’t have a suitable time available for you, you can request a different rep so you can ensure you have phone support at a time that suits you.
• ✅ You can ask for them again. Next time you select Talk to a human, that rep appears as an option.
• ✅ Guaranteed Resolution. Where your problem is more complex and cannot be resolved by the Support Desk, they will escalate to a manager to ensure you get the best support. If that happens, this will be communicated to you directly.

When your ticket is resolved

Your support rep marks the ticket resolved only when your issue is sorted. You’ll see:

• A message confirming the ticket is complete.
• A quick rating prompt: How was your support experience? 👍 / 👎
  • This is your chance to tell us how things went and what we can do better.
• The option to reopen your ticket. You can use this if you feel the issue was not resolved.

Can Concierge help with bank accounts and identity verification?

Concierge can’t help with business bank account setup or identity verification (KYC) requests.

FAQ

Is Concierge a real person?

No. Concierge is entirely AI. To reach a person, select Talk to a human.

Do I have to ask Concierge before I can Talk to a human?

No. Talk to a human is always available from Account > Help, whether or not you’ve chatted with Concierge first.

Will a human answer inside my Concierge chat?

No. Human support happens in a separate support ticket. Concierge AI does not reply there, and humans do not reply as Concierge.

Can I get the same support rep again?

This feature is coming soon. If you’ve worked with a rep before and they’re still on the team, they’ll appear as Talk to [name] again when you select Talk to a human.

How do I reach a human on mobile?

The same way: tap Account > Help > Talk to a human.

What if I have a new question after my ticket is resolved?

Select Open new support ticket. Your new ticket links back to the previous conversation so your rep has the history.

Can I still talk to my account manager directly?

Yes. If you have an account manager or onboarding specialist, they’re listed as options under Talk to a human, and you can keep messaging them in your existing direct message.