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 enabledin 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
The lead has been in a Partially Qualified state for 24 hours without progressing to fully qualified, or
The agent cannot obtain the necessary information after the configured follow-up attempts
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.
How do I report a tone problem with my agent?
If your agent’s tone doesn’t match your brand — too casual, too pushy, using phrasing you don’t want — message support with a specific example: the exact conversation (a link if you have platform access, or a screenshot), what it said, and what you’d rather it say instead. Specific examples let us tighten your Agent Rules directly rather than guessing at the fix.