Examples

The following walkthroughs show how the Concierge handles the most common situations: a clean route, a clarification exchange, an out-of-scope request, and a request for a roster overview.

Example 1: Clean Route to a Specialist

An account manager lands in the concierge channel with a campaign question.

Step 1: Request. The account manager types in the concierge channel:

@Agenteous our SaaS client wants a Q4 campaign strategy. Who handles that?

Step 2: The Concierge identifies the domain. Campaign strategy and planning fall within the Marketing Strategist's scope. The Concierge confirms the specialist is active.

Step 3: Handoff. The Concierge posts in the concierge thread:

Routing to Marketing Strategist in the strategy channel. They will pick this up from here.

It also tags Marketing Strategist in the strategy channel with a one-line summary and a link back to the thread.

Step 4: What happens next. The account manager gets a reply from Marketing Strategist in the strategy channel. If they want to stay in the concierge thread, Marketing Strategist may ask them to move there.

Example 2: Clarification Before Routing

A team member's request fits two different specialists, and the Concierge needs one piece of information before routing.

Step 1: Request. In the concierge channel:

@Agenteous I need to work on our retail client's social presence

Step 2: Ambiguity detected. "Social presence" could mean social media content and posting (Marketing Social's scope) or it could mean brand-level positioning and voice (Marketing Strategist's scope). The Concierge cannot route accurately without knowing which.

Step 3: One clarifying question. The Concierge replies:

Are you looking for help with the day-to-day social posts and scheduling, or with the overall brand positioning and strategy behind the presence?

Step 4: Answer and route. The team member replies:

Day-to-day posts and scheduling.

The Concierge routes to Marketing Social and confirms in the thread:

Routing to Marketing Social in the social channel. They will pick this up from here.

Example 3: Out-Of-Scope Request

A request comes in that belongs outside the platform.

Step 1: Request. In the concierge channel:

@Agenteous the platform isn't loading for one of my colleagues. Who do I contact?

Step 2: Scope identified. Platform access issues and service problems are not within any specialist agent's scope. The Concierge recognizes this and does not route it to a marketing agent.

Step 3: Boundary stated. The Concierge replies:

Platform access and service issues go to the platform team rather than to a specialist agent. Contact your administrator or reach out to support@agenteous.com and they will be able to help.

No routing happens. No specialist is tagged.

Example 4: Roster Overview

A new team member wants to understand what the platform can do before making a specific request.

Step 1: Request. In the concierge channel:

@Agenteous what specialists are available and what do they handle?

Step 2: The Concierge answers directly. This is a platform status question the Concierge handles without routing. It replies with the current active roster, for example:

Here is what is active right now:

Marketing Strategist: campaign strategy, ICP definition, positioning, go-to-market planning. Ask in the strategy channel.

Marketing Content: blog posts, articles, and long-form content for your clients. Ask in the content channel.

Marketing Social: social media posts, scheduling, and channel management. Ask in the social channel.

Marketing Brand Guard: brand voice and compliance review for outgoing content. Ask in the brand channel.

If you have a request that does not seem to fit any of these, drop it here and I will help you figure out where it goes.

The team member now knows where to start for their specific request.