How Rachel answers customers
What Rachel knows, what it does, and when it passes a chat to your team.
In Salescom: Rachel
Rachel answers customers in the inboxes it's connected to. For each message, it uses:
- Your Catalog for products, prices, stock and photos.
- Your approved FAQs for policies like delivery, payment and returns.
- Your business profile for who you are and what you sell.
- Your settings for its name, reply style and instructions.
What Rachel does
- Answers questions and recommends products.
- Sends product photos.
- Negotiates the price within the rule you set on each product.
- Hands the chat to a salesperson when the customer is ready to buy, asks for a person, or asks something it can't answer.
Rachel never takes orders or payments.
Photos and voice notes
- When a customer sends a photo, Rachel looks at it and matches it to your Catalog. If it can't open the photo, it tells the customer so, and the second time it asks for the product's name. It never asks them to resend the photo.
- Voice notes are written out and answered like typed messages. Rachel listens for your business name and your Catalog's category names, so product names come through more clearly, even when customers mix languages. A voice note it can't make out goes to your team with no reply, so a salesperson can listen to it.
When it hands over
Rachel saves the reason each time it hands over, so you can see why on the Dashboard. What Rachel does after a salesperson replies is up to you. See After a salesperson replies.
There's one Rachel per workspace. If you run a second business, create another workspace for it.