Whether you're just getting started with Rachel or looking to sharpen her up, the key is giving her the right information in the right format. Here are the best practices to get her working at her best.
1. Start With Your Workspace Description
Think of the Workspace description as Rachel's brain. Before anything else, make sure it includes:
A simple summary of your company and what you do.
Details about your services, programs, and products.
Pricing information and common FAQs.
Your target customers and whether you're a B2B or B2C business.
This information is shared across all your AI employees, so the more complete it is, the better every agent, including Rachel, will represent your business.
2. Know What Rachel Can (and Can't) Handle
Setting the right expectations in her instructions starts with knowing her limits. Here's a quick breakdown:
✅ Rachel CAN | ❌ Rachel CANNOT (yet) |
Answer FAQs | Handle complex technical troubleshooting |
Screen for spam calls | Make outbound calls |
Take notes and messages |
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Summarize every phone call |
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Book appointments (when enabled) |
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Transfer calls (when enabled) |
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💡 Call transfers and appointment booking are configurable: head to Rachel's Settings to enable them and link the necessary accounts.
3. Booking Appointments
Once you enable the booking option in Rachel's settings and link it to a calendar, she can offer available slots to interested callers and book them in directly. Just make sure your calendar is connected and up to date so she's always working from accurate availability.
4. Handling Multiple Types of Requests
Rachel doesn't have a "press 1 for sales" style phone menu, but you can get a similar result by giving her a routing guide in her instructions. For example:
"If a caller wants to speak with sales, direct them to call [number]."
"If a caller needs technical support, direct them to email [address]."
Once these instructions are set, Rachel will route callers to the right place based on what they ask for.
When there are multiple phone numbers available for the business, remember to use the multiple transfer option.
5. Making the Most of the 3,000 Character Limit
Rachel's instructions have a 3,000 character limit, so every word counts. The best approach is to use bullet points and if/then logic to keep things short and clear:
❌ Too long: "Rachel, I would really appreciate it if whenever a person calls and asks about pricing, you could please tell them it starts at $50."
✅ Just right: " · Pricing starts at $50."
Short, punchy instructions are not only easier to write, they're also easier for Rachel to follow consistently.
⭐ Pro tip: Have a long list of instructions and not sure how to trim them down? Paste them directly into the chat with Rachel. She can rewrite and simplify them so they fit perfectly into the guidelines.
Need More Help?
For more tips on configuring Rachel for your specific business, reach out to our support team via the chat bubble. We're always happy to help you get her dialled in! 💬