Rainmaker is an AI-powered tool, designed to enhance customer engagement across chat, text, and email channels. It facilitates efficient handling of customer inquiries by providing accurate account information and automating responses, especially during times when human agents are unavailable.
AI Transparency
Rainmaker does not automatically disclose that it is an AI bot. You can rename the Auto Attendant in Chat Vendor Preferences to a more transparent name like:
Your Company Name Virtual Assistant
Key Features of Rainmaker in ACE
Multichannel Support: Rainmaker operates across various communication channels, including VA 2.0, chat, text, and email platforms.
Automated Workflows: By evaluating inbound messages, Rainmaker can trigger specific workflows based on predefined conditions.
Continuous Availability: Rainmaker ensures 24/7 customer support by responding to inquiries even when human agents are not available .
Enabling Rainmaker in ACE
Setting up Rainmaker is a straightforward process. To activate Rainmaker, follow these steps:
For Chat:
Go to Setup → Vendors → Chat.
Check the box next to "Enable Rainmaker."
(Optional) Check the box next to “Enable Rainmaker even when agents are available.”
For Text:
Navigate to Setup → Vendors → Text.
Check the box next to "Enable Rainmaker."
(Optional) Check the box next to “Enable Rainmaker auto-responses when agents are available.”
For VA 2.0:
Access Setup → Virtual Agent → Profiles.
Check the box next to "Enable Rainmaker."
For Email:
Go to Setup → Emails → Vendors.
Check the box next to "Enable Rainmaker."
Rainmaker Workflow Tools for Text and Email
Rainmaker can be configured to:
Detect specific language or confirmation in inbound email or text messages
Trigger custom workflows based on message content
Automate updates to accounts or send predefined replies
Where Rainmaker Prompts Are Managed in ACE
Rainmaker’s ability to evaluate and respond to messages relies on well-defined prompts, which can be managed in two key areas within ACE:
Rainmaker Condition Flow Actions – Used to define prompts that evaluate inbound text, email, or Virtual Agent messages and determine which workflow path (true or false) should execute.
Rainmaker Preferences – Used to upload a global prompt file (rainmaker_custom_prompt.txt) that guides Rainmaker’s responses across all enabled communication channels and can initiate workflows through Action Paths.
These two configuration points work together—Condition Flow Actions handle specific, event-based message logic, while Rainmaker Preferences define Rainmaker’s broader conversational behavior and AI instructions.
For more details on configuration and best practices, see:
Configuring Rainmaker Condition Flow Actions for Inbound Messages
Optimizing Rainmaker Prompts: Best Practices for AI Message Handling
Rainmaker Condition Flow Actions: Evaluating Inbound Messages
Rainmaker Chatbot
The Rainmaker Chatbot supports specific actions and triggered workflow associated with disputes, escalations, settlements, document requests, and do-not-contact requests. For details, see: