How Rachel gets better every week

Rachel learns from your own chats. It doesn't count how often something happened. It looks at what each problem cost you, the way you would if you read through a week of chats yourself.

Rachel reads every finished chat

Once a chat is resolved, or has been quiet for a day, Rachel writes a short private note about it:

• what the customer wanted and how far they got
• where Rachel handed over or struggled
• what your team said
• how the chat ended

Chats with nothing to learn from, like spam or a lone "hi", are skipped. Notes leave out names and contact details, stay in your workspace, and are deleted after 90 days.

The weekly review

Every Monday morning, Rachel reads the week's notes and picks up to 5 things worth fixing, most important first. It weighs what each one cost (buyers who left, long waits, angry customers) and how sure it is. It leaves out things you already covered or set aside before.

You'll find the review in Rachel > Improve. The top items also show on the Dashboard. Each finding comes with the chats that show it, and a suggested fix:

• Missing answer: something your team answered that Rachel didn't know. Press Teach Rachel, or Edit first.
• For your team: how the team works, like slow replies at weekends.
• Catalog: products customers asked for that are missing or unclear.

Press Got it when you've dealt with one, or Not now to set it aside. The next review checks whether last week's fixes worked, and tells you either way.

Can't wait until Monday? Press Review now. It works once a day.

If a buyer is lost over a question

When a customer who was ready to buy leaves because Rachel had to hand a question over, and your team has since answered it, Rachel doesn't wait for Monday. It leaves a card in that chat with the answer and a Teach Rachel button. Admins get a notification, and the top of Notifications shows how many answers are waiting.

Answers your team gave

Under the review in Rachel > Improve, Answers your team gave lists every answer Rachel kept from your team's replies.

1. Check the answer. Use Edit to fix the wording, and Open the latest chat to see where it came from.
2. Press Teach Rachel. Rachel uses the answer from then on, for every customer.

To teach everything waiting at once, press Teach all.

When a member teaches

Only admins can make an answer live. When a member (not an admin) presses Suggest to an admin, the answer waits in the list marked Waiting for an admin, with the member's name. Admins get a notification, and the top of Notifications shows how many answers are waiting. An admin checks the answer and presses Teach Rachel. Until then, Rachel keeps handing the question to your team. Teach all is for admins only.

Changed your mind? Press Withdraw on your suggestion before an admin approves it. Nothing changes for customers.

What teaching does

Teaching doesn't retrain the AI. The answer is saved next to your FAQs. On every chat, Rachel looks for a saved answer that matches the customer's question and replies from it instead of handing over. Rachel only uses answers you teach. Until then, it keeps handing the question to your team.

Rachel keeps answers about how your business works: delivery, payment, opening hours, warranty, services and so on. It leaves out anything that only fits one customer, like a price you agreed, a discount, stock of one product or a delivery time for one order. Prices and stock always come from the Catalog.

Change your mind

• Not this one sets an answer aside, and Rachel won't suggest that question again.
• Stop using takes back an answer you taught.
• Pick Not used in the list to see answers you set aside, and Put back to bring one back.

For answers you want to write yourself, use FAQs.