Sales Concierge

The PRIVATE tier of the AI concierge system. A guided journey that happens to be conversational, not an open chat window.

Deployed, Not Launched

Sales Concierge is the PRIVATE tier of the three-tier concierge system: PUBLIC (the help assistant, the Bex Concierge pattern), PRIVATE (this doc), PAID (the expert team member they’re paying for, see Expert Brain). “Concierge Close” is a retired name, plain words won on 7/9.

The core reframe

Level 1 was a chatbot that sells. Level 2 is a guided journey that happens to be conversational: tap-first, typing optional, one question per screen, progress always visible, personalized reveal in the middle, dynamic close at the end. Chat is the escape hatch, never the spine. The bot carries the conversation, not the visitor.

The Seven Moves

Every session runs the same skeleton. Modes change the skin, never the bones.

Recognize

Greet by name, from a real human face. Prove we remember them in one specific line. Progress bar already shows step 1 done.

Diagnose

Max 3-4 questions, one per screen, tap-to-answer cards with the most likely answer pre-highlighted. This IS the quiz funnel, disguised as a conversation.

The Aha

Before any pitch: a scored snapshot of where they stand, computed from their answers. The moment they’d screenshot. If they leave now, they still got value.

Prescribe

One recommended path, visually elevated, honestly earned. Never a menu of seven options. Built FROM their answers so it feels co-authored.

Prove

One real testimonial matched to their situation, real numbers only, the guarantee said out loud before they ask.

The dynamic CTA, chosen by the decision tree below. Objection chips answered honestly, one screen deep.

Reassure

The ten seconds after the action are peak anxiety. Confirm what just happened, what arrives when, hour by hour.

The close decision tree

The bot computes three variables at close time, then routes:

In-chat checkout

Trust ≥ warm, heat = hot, offer has a checkout link and needs no custom scoping. The $47-$1,500 zone.

Book the human

Weight is high (DWY $7,500, anything custom-scoped), trust is thin on a big ask, or the pack marks the topic human-only.

Low heat means nurture: email the plan, tag the profile, exit warm with the door open. No dead ends, ever, every exit lands somewhere with a next step.

Modes

One engine, swappable skin. Each mode is 20 lines in the Bot Pack: goal, opening frame, diagnosis set, CTA priority.

Mode	Trigger	Close priority
Win-back	Email to past client/buyer	Book call > buy now > email plan
New-lead	Post-optin thank-you page	Buy now (entry offer) > book > nurture
Pre-call	Booked-call confirmation page	Prep them, feed the closer’s brief
Rescue	Abandoned checkout link	Buy now > human > nurture
Upsell	Post-purchase page/email	Buy now > nurture

The data contract

Eight blocks live in one Bot Pack, cached from Notion + the D1 ledger: identity/history, offer catalog, brand voice pack, rules (per tier), objection bank, proof bank, handoff targets, journey definitions. A new client = fill the pack, pick modes, done.

The Coach

A nightly job grades each conversation on the Seven Moves, guardrail integrity, and outcome (bought / booked / nurtured / lost). Weekly it proposes fixes: question sets that stall, missing objections, weak aha scores, modes with weak close rates. A human reviews and edits the pack. Ethics gate stands: no fake scarcity, no fake counts, honest anchors only.

Status (2026-07-10 snapshot)

Worker live at bbe-sales-concierge.designhacker.workers.dev, pack served from share.designhacker.com/concierge-packs/design-hacker.json. Verified end to end: real Claude replies in Stefi’s voice, refused a discount probe, magic-link identity greeted “Sarah” by name with real history, widget renders in a real browser.

Blocker 1: placeholder testimonials

“Marissa K.” and “Dana R.” in the pack are demo placeholders written during prototyping. Ethics gate bans fabricated proof, swap for real ones or remove the proof block before any real send.

Blocker 2: refund policy unconfirmed

The pack’s objection answers claim a refund window on the $1,500 Club offer. The 7/6 UX scoring pass flagged the Club offer for missing refund language. Needs Andrew’s ruling, then exact wording (e.g. “14-day full refund”) in both the pack and the offer page.

Blocker 3: demo quiz copy

The guided flow still runs the “Sarah” demo script. Needs final DH diagnosis-question copy before real traffic.

Next build steps

Real DH quiz copy + real testimonials + refund ruling, then first real send: Stefi’s win-back email to a 20-person slice, per-recipient minted links.
Nightly Coach scheduled task grading concierge_log against pack rules.
v1.1: email-gate before score reveal for cold visitors, coded offers with honest countdown.
Bex stylist re-theme (pack swap + retheme).