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Frequently Asked Questions
What is a Rake workspace?

Workspaces are a collection of users focused on building, growing, or supporting a common goal. A workspace could be any organization, business, community, or group. Rake helps all of the workspace's stakeholders (internal and external) connect, engage, and manage all forms of messsaging in an organized way. A new workspace starts with the workspace owner, this is a role that allows that user management control to invite other users, create focused channels, build out task types, knowledge base articles, and workflows. Workspaces connect to external conversational platforms as well, providing a common inbox for 2-way, managed messaging across Live Chat, Facebook Messenger, Google My Business, and SMS.

Do I need a Rake workspace to use Rake Live Chat?

Yes, you'll answer the inquiries your website visitors submit in real-time using the Rake workspace app. You can get started with up to 10 users for free on the Rake 10 plan. Try it, then grow into a plan that fits your organization’s needs. Get started HERE.

Are all the features really included in a FREE plan?

Yes, while we grow, all of our features are included in all plans. The size of your team is the only determining factor of the price you pay for Rake. For small teams, up to 10 users, Rake is FREE forever. Rake 25 plan is just $50/month for teams of up to 25. The Rake Unlimited plan is for larger organizations, and, at just $75 it is our best value to lock into a super low price no matter how large you grow. Get started today.

Is it possible to track on-site visitors through the Rake Live Chat widget on my site?

Yes, the Rake Live Chat widget sends notifications to your Rake workspace when visitors land on your site or landing pages. Alll Rake plans includes live website visitor monitoring thatprovides valuable visitor information such as the visitor's location, referring page url, the page name they are currently viewing, are they new to your site or a repeat visitor, and more.

Can I proactively reach out to my website visitors and offer help?

Yes, you can! All Rake plans include features like proactive messages, and visitor invitations.

Can I live chat with customers on my mobile?

Yes, our FREE mobile apps for iOS and Android devices offer full messaging functionality. With Rake, you can keep chatting on the go, anywhere with internet connection.

Can live chat agents help one another when chatting with customers?

Chats can be transferred to another agent, or a Channel (e.g. Sales or Service). Administrators can monitor conversations agents are having and join the conversation as needed to assist the guest for the best service or support experience.

Is the chat window customizable?

Yes, 100% customizable, even on our free plan.

Can I add live chat to Facebook?

Yes, Rake is an omnichannel 2-way messaging platform. We offer a complete integration to Facebook Messenger for real-time, integrated chat in the same inbox as your live chats. Don't forget Two-way SMS is also available too!

Can I receive SMS messages in Rake?

Yes, Rake is an omnichannel 2-way messaging platform. We offer a complete integration to Facebook Messenger for real-time, integrated chat in the same inbox as your live chats. Don't forget Two-way SMS is also available too!

Is it required to install any additional software to use Rake?

Rake Live Chat is activated on your website using a small javascript code snippet (2 lines of code) that you copy and paste to apply to most websites or landing pages. The Rake workspace application is cloud based and accessible from any browser. If you opt to use our highly recommended Rake Mobile app, that is a native mobile application avaialble for free on the app stores, search "Rake Mobile".

Can I use this live chat service on any type of website?

Yes, you can add the Rake Live Chat widget to any website using a single line of JavaScript code. It's as simple as copy/paste. For popular content management platforms like Wordpress, we have plugins available to make things even easier.

How many website visitors can contact me on Rake Live Chat in real time?

There is no limit to how many simultaneous connections you can have. Typically, a single agent can engage with about four (4) visitors at the same time and still provide a great customer experience.

How does the live chat widget work after hours?

When your offices are closed or all your agents are offline, your live chat widget may be hidden before the page loads. Optionally, you may keep the widget visible and when opened it will ask the visitor to post their question and provide contact information for a follow-up the next business day - according to the hours you have set for your workspace. Finally, Rake also integrates with contact centers if you prefer to outsource your after-hours chat.

How can I get notified of incoming live chats?

Rake offers four (4) ways to be notified as soon as a message is waiting from a live chat visitor.1. Audible sound on your device (browser or mobile device).2. Visual push-notification pop-over to operating system or mobile device.3. SMS notification4. Email notification

Can I personalize my live chat widget?

You may update your brand logo, color-schemes, agent profile image/avatar, and location of the widget on the screen. Navigate to the “My Account” section to update your avatar. Navigate to the Workspace Editor section to update other widget assets.

Does Rake support chat across multiple websites?

Yes, you can create multiple variations of your chat widget to match different branded comains you support.

I’m not technically inclined, can I get help getting started with Rake?

Rake is invested in your success. Every plan includes a complimentary onboarding walkthrough and demo with a Rake Account Manager (reservation required), this short session guarantees a successful activation for any technology concerns. For common support issues, feel free to start a chat with a Rake expert at anytime within the app, or on the rake.ai website Contact Us page.

I have activated my Rake workspace. How do I start?

Contact our Rake onboarding team for a complimentary walk-through. In less than the time it takes to grab lunch, we'll have you fully operational. Optionally, you can always refer to our Getting Started Guide.

Is it possible to specify a user role to my live chat operators?

Yes, workspace users in Rake can have defined roles of Owner, Administrator, or Member.

How to view chat transcripts?

You can find and share chat transcripts in several ways, the most convenient method is using Rake's search feature. Simply type the customer's name, or the Rake users name, or any word sent during a chat and get a quick list of matches. Another common method is to simply view your recent chats lists. If you created a task during a conversation the message transcript is automatically attached to that Task. Finally, you can navigate to Reports/Conversations and filter to view the message transcripts there.

I can’t seem to remember a password to my rake workspace.

Use Rake's password recovery tool here. Just enter your verified email address and you’ll be back online before you know it.

Can I deactivate my live chat widget momentarily without having to remove the code from my website or remove the plugin I used?

Yes, there are a number of methods to temporarily hide the widget on a site without modifying your code or plugins. See our Live Chat User Guide for complete details. (need a link to docs.rake.ai/user-guide)

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