Email Setup & Deliverability

How do I connect a Rackspace email to Revscale?

Rackspace email is hosted by Microsoft.

Best practice is to log in using the Microsoft login screen with the Rackspace email credentials.

What does the Email Deliverability Score mean?

The Email Deliverability Score measures the health and reputation of your email domain. Scores above 80 indicate:

• A stable sending domain
• Low spam risk
• Safe conditions for automated outreach

Web Pixel Agent – FAQs

What does the Web Pixel Agent do?

The Web Pixel Agent:

• Identifies anonymous website visitors
• Reaches out if an email address can be identified
• Engages visitors using dynamic outreach templates based on the website behavior

This allows you to start conversations earlier in the buyer journey.

Should “Manage Visitor Outreach” be turned on?

Yes, in most cases.

Turning this on allows the Web Pixel Agent to proactively reach out to identified visitors who haven’t yet submitted an inquiry.

Can pages be removed from Web Pixel tracking?

Yes. Pages can be removed from tracking at any time by deselecting the page toggle in the Web Pixel tracking settings.

Do Web Pixel leads go to my CRM automatically?

Not automatically however they can if the Web Pixel CRM toggle is enabled in the "Preferences" settings.

Inquiry Qualifier Agent – FAQs

What does the Inquiry Qualifier Agent do?

The Inquiry Qualifier Agent responds to visitors who submit a “Get a Quote” or inquiry form on your website.

It:

• Follows up automatically
• Asks qualifying questions
• Gathers key information before handing off to your team

How is the Inquiry Qualifier Agent different from the Web Pixel Agent?

• Web Pixel Agent → engages anonymous visitors who have not submitted a form
• Inquiry Qualifier Agent → engages confirmed leads who submitted a form

They serve different stages of intent and work best together.

Can I customize the qualifying questions?

Yes. The Inquiry Qualifier Agent comes with pre-filled qualifying questions, but you can:

• Edit them
• Remove questions
• Keep only what aligns with your sales or service process

Once enabled, the agent handles follow-up automatically.

Should the Inquiry Qualifier Agent run 24/7?

It depends on your team’s workflow.

Most customers:

• Enable the agent after-hours
• Allow internal teams to handle inquiries during business hours

This prevents leads from going cold when your team is offline.

When does the agent hand off the lead to a human?

The agent hands off when:

• All qualifying questions are answered, or
• Partial qualification is completed

At that point, the prospect is informed that a team member will follow up.

How do I take over a conversation from the agent?

You can take over by:

• Replying directly in the email thread, or
• Selecting “Take Over Conversation” in the Revscale platform

You do not need to be logged into Revscale to take over via email.

Business Hours, Holidays & Rules

How does Revscale know when we’re open or closed?

You define business hours directly in the platform.

How do holidays work?

Holidays and special hours can be added as context in the Knowledge Base, allowing agents to:

• Adjust messaging
• Set expectations accurately
• Avoid confusion during closures

Agent Tone, Brand Values & Team Management

How detailed does “Agent Tone” need to be?

Short and descriptive is ideal.

You do not need to use all 600 characters — clarity matters more than length.

Why should I add team members in Revscale?

Adding team members allows:

• Visibility into agent activity
• Conversation takeovers
• Metric and performance review
• Shared management across teams

If inquiries route to a specific Customer Service Rep, adding them as a team member is recommended.

Updated on: 13/01/2026