Why Rachel isn't replying
Four things to check when Rachel stays quiet.
In Salescom: Rachel > Settings
Check these in order:
- Rachel is switched off. Open Rachel > Settings and check the switch at the top.
- The inbox isn't connected. Open Rachel > Inboxes and connect the inbox the customer wrote to.
- A salesperson has the chat and Rachel stepped back. If someone on your team replied and Rachel is set to step back, that's expected. See After a salesperson replies.
- The change was saved but not published. If Rachel isn't using your new wording, press Publish. See Publish changes.
You can also ask Rachel itself. Open the help button in Salescom and ask "why isn't Rachel replying in this chat?". It checks your setup and the chat for you.