Tailoring the Concierge

What You Are Customizing

Two plain-text documents that travel with every Concierge conversation.

When a member replies to an Engage message and lands in a Concierge chat, the Concierge answers using whatever it knows about your organization. That knowledge comes from two context prompts stored in your environment — ordinary text you write and edit yourself.

Configured well, the Concierge can answer questions accurately, point members at the right page on your website, recommend the events and programs you actually run, and reply in the right language.

Prompt	What it shapes
General Context	How the Concierge should think and speak — who you are, your tone, your vocabulary, your language rules, and where to send people.
Services Offered	What the Concierge can recommend — membership types and fees, programs, events, and member resources.

Small edits, large effect

These prompts are read on every conversation. Adding a single line — a correct event date, an official French name, the URL of your events page — changes every answer that touches it from then on.

Opening the Context Page

1. Go to Datascout Engage and log in with the credentials provided by the Datascout team.
2. In the left sidebar, click Settings, then Context.

You need an administrator or manager account

Settings and Context are only shown to administrators and managers. If neither appears in your sidebar, your account does not have the access this guide needs — ask whoever administers Engage for your organization.

Context Management. Every prompt in your environment is listed here, each with a chevron to expand it and buttons to edit or delete it.

The Two Prompts

Both are named after your environment, so the names differ from account to account.

Prompt key	Shapes
[environment]-general-context	How the Concierge thinks and communicates
[environment]-services-offered	What the Concierge can recommend

In an environment called demo42 they appear as demo42-general-context and demo42-services-offered. Yours will carry your own environment name in place of demo42.

Both are written in Markdown

Headings (##), bullets (- or *) and bold (**text**) are all understood. You don’t have to use them — but structure helps the Concierge find the right passage, and helps whoever edits the prompt next.

Viewing a Prompt

Click the chevron beside a prompt’s name to read it without opening the editor.

A General Context prompt, expanded. This is a read-only view — the Markdown is shown exactly as written, so ## appears literally rather than as a styled heading.

Use this whenever you just want to check what the Concierge currently knows. Nothing can be changed by accident from here. Click the chevron again to collapse it.

Editing a Prompt

1. Click Edit on the prompt you want to change.
2. Edit the text in the editor. It has line numbers and highlights Markdown as you type.
3. Click Save Changes. Clicking Cancel discards everything since you opened it.

The editor. The small icon at the top-right expands it to a larger writing area — useful for the longer Services Offered prompt.

Draft somewhere else first

There’s no version history and no undo once you’ve saved. For anything more than a small correction, keep your prompts in a shared document, edit there, and paste the finished text in. That also gives your team a record of what changed and why.

Writing General Context

The Concierge’s briefing about your organization: who you are, how you speak, and where to point people.

Three additions make the biggest difference.

1. Language Preferences

If you operate in more than one language, spell out the rules — your official name in each language, and exactly when each should be used.

## Language Preferences

English name:
Canadian Association of Architects

French name:
Association canadienne des architectes

Language rules:
If a member writes in French, respond fully in French.
If a member's preferred language in their profile is French, default to French communication.
Otherwise respond in English.
When responding in French, use the official French name of the organization.

2. Your Terminology

Add the words your organization actually uses, so the Concierge sounds like your website and your emails rather than a generic assistant.

## Organizational Terminology

Use the following terminology when communicating with members:
Member – individuals who belong to the association.
Chapter – regional member groups that organize local networking and learning opportunities.
Certification – professional credentials offered by the association.
Continuing Education – courses and training that support ongoing professional development.
Congress – the association's annual conference and flagship event.
Committee – volunteer leadership groups that support programs and governance.

Use these terms when describing programs, services, and opportunities so messaging
remains consistent with the organization's language.

3. Website Pages It Can Reference

Give the URLs and say when each applies. Without the “when”, the Concierge has a list of links and no idea which one answers the question in front of it.

## Website Resources

Events Page
URL: https://yourassociation.org/events
Use this page when members ask about: upcoming events, conferences, webinars, training opportunities

Membership Benefits Page
URL: https://yourassociation.org/membership-benefits
Use this page when members ask about: the benefits of membership, what members receive, reasons to join

Professional Development Page
URL: https://yourassociation.org/professional-development
Use this page when members ask about: certifications, courses, continuing education programs

When answering member questions related to events, membership benefits, or training,
reference the relevant page and include the link so the member can access it directly.

Mission statements are optional

Many environments open General Context with a paragraph or two about purpose and values. That’s useful for tone, but it is not what makes answers accurate. If you only have time for one thing, add the language rules and the website URLs first.

Writing Services Offered

The catalog the Concierge recommends from. Specificity is everything here.

A worked example. Membership tiers with fees, then programs, then real dated events — each with a location and a one-line focus.

Include	Why it matters
Membership types & fees	Lets the Concierge answer pricing and eligibility questions instead of deflecting them.
Programs and services	Grouped under your own headings, so recommendations use your language.
Events	Name, date, location and a one-line focus each — so it recommends real events, not vague ones.
Member resources	Reports, toolkits, publications, directories, job boards.

Membership Types

List each category with its fee, so the Concierge can answer questions about options and pricing rather than deflecting them.

## Membership Types

Regular Member
Annual membership for working professionals in the industry.
Fee: $295 per year

Student Member
Available to full-time students enrolled in an accredited program related to the profession.
Fee: $75 per year

Corporate Member
Designed for organizations that want to provide membership access to multiple employees.
Fee: $1,200 per year

If a member asks about membership options, eligibility, or pricing, reference these
membership categories and explain the differences.

Include your iMIS member type codes

Adding member_type_code alongside each tier ties what the Concierge says to the codes on the member’s own record. It can then answer about the tier the member actually holds, rather than describing all of them and hoping.

- Regular Member (member_type_code: M): $200 / yearly
- Professional Member (member_type_code: PRO): $299 / yearly
- Student Member (member_type_code: S): $100 / yearly

Programs, Events and Resources

Group programs under your own headings — Professional Development, Networking, Advocacy, Research, Publications, Chapters — with a line on what each offers.

For resources, list what members can actually reach: research reports, toolkits, publications, member directories, job boards.

Events need more structure than the rest, because the Concierge has to be able to answer “when” and “where” and not just “what”:

### 1. Northern California Teacher Networking Retreat
- **Date:** May 24–25, 2026
- **Location:** Oakland
- **Focus:** Wellness and resilience for teachers in rural communities.

Events go stale

This is the one section with an expiry date. A Concierge confidently recommending last year’s conference is worse than one that says nothing. Put a recurring reminder in your calendar to review this section each term.

Adding a Prompt

You can create additional prompts — but they need switching on before they do anything.

1. Click Add New Prompt.
2. Enter a Prompt Key, beginning with your environment name — the field shows the expected shape, e.g. demo42-your_key.
3. Write the prompt text.
4. Click Create Prompt. It stays greyed out until both a key and some content are present.

Adding a prompt. The key must be unique and is conventionally prefixed with your environment name.

A new prompt isn’t live on its own

As the page itself says: “If you add new prompts contact the Datascout team to add them to the system.” Creating a prompt here stores the text, but it won’t reach the Concierge until Datascout wires it in. The two standard prompts are already wired — for most organizations, editing those is all that’s needed.

Deleting a Prompt

Delete is immediate — there is no confirmation

Clicking the red Delete button removes the prompt straight away. There is no “are you sure?”, no undo, and no version history to restore from. Deleting general-context or services-offered strips the Concierge of everything it knows about your organization, and the only way back is to write it again. Before deleting anything, expand it and copy the text somewhere safe.

In practice there is rarely a reason to delete either standard prompt. If a section is wrong, edit it out; if a prompt is unused, leaving it costs nothing.

How the Two Work Together

General Context governs how the Concierge speaks — the language it replies in, the words it chooses, the pages it points to. Services Offered governs what it can offer — the tiers, programs, events and resources that actually exist.

A member asking “are there any events for me this spring?” is answered by both at once: Services Offered supplies the events, General Context decides which language to answer in, what to call them, and which page to link for registration.

Test it like a member

After editing, use the campaign Preview to click a response that leads to a Concierge chat, and ask the question a member would ask. It’s the quickest way to see whether an edit actually landed.

Troubleshooting

Symptom	Cause & fix
The Concierge gives generic answers	The prompts are probably still close to their defaults. Add your terminology, your website URLs, and your real programs — generic in, generic out.
It recommends the wrong or an outdated event	The events list in Services Offered is out of date. It has no other source for what’s coming up.
It replies in the wrong language	Add explicit language rules to General Context — both the trigger (what the member wrote, or their profile’s preferred language) and the expected response.
It doesn’t link to your website	Add the URLs to General Context, each with a line saying when to use it. A URL with no “when” rarely gets used.
Create Prompt stays greyed out	Both the Prompt Key and some prompt text are required.
A new prompt has no effect	New prompts must be enabled by the Datascout team before the Concierge reads them.
An edit doesn’t seem to have applied	Confirm you clicked Save Changes rather than Cancel, then reload the page and expand the prompt to check the saved text.
Part of the page fails to load	Reload the page. A browser tab left open across an update can hold on to stale files.

Note

Screenshots use sample data; the organization, prompts and events shown are illustrative and will differ from your own account.

Questions about your Concierge configuration? Contact support@datascout.ai.