Quick Answer
Get help with Rivvi through multiple channels: in-app messenger (fastest), email help@rivvi.ai, phone support, this help center, or the community forum. Response times vary by channel and plan level.
Who This Is For
Anyone who needs assistance with Rivvi
Users encountering technical issues
Teams looking for training resources
Admins who need urgent support
What You'll Learn
All available support channels
When to use each channel
Expected response times
How to get the fastest help
Self-service resources
Support Channels Overview
Channel | Best For | Response Time | Hours |
š¬ In-App Messenger | Quick questions, urgent issues | 5-30 min | 24/7 |
š§ Email | Detailed questions, non-urgent | 2-4 hours | Business hours |
š Phone | Urgent issues, complex problems | Immediate | Business hours |
š Help Center | Self-service, how-to guides | Instant | 24/7 |
š„ Community | Tips, best practices, networking | Varies | 24/7 |
š¬ In-App Messenger (Fastest)
The messenger is your fastest way to get help.
How to Access
Look for the messenger icon in the bottom right corner of any Rivvi page.
[INSERT IMAGE: Messenger icon highlighted in bottom right corner]
Click the messenger icon
Type your question
Send your message
A support agent responds (usually within 5-30 minutes)
What the Messenger is Great For
Quick questions - "How do I do X?"
Urgent issues - "My campaign won't launch"
Technical problems - "I'm seeing an error"
Account issues - "Can't log in"
Real-time help - Get answers while you work
Tips for Better Messenger Support
Include these details:
What you're trying to do - "I'm trying to upload patients"
What's happening - "I see an error message"
Error messages - Copy exact text
Screenshots - Attach if relevant
Your browser - Chrome, Safari, etc.
Example good message:
"Hi! I'm trying to upload a CSV file to my run but getting error 'Invalid format'. I'm using Chrome on Mac. File has 200 rows. Can you help?"
[INSERT IMAGE: Messenger conversation showing good support request]
Messenger Features
Attach files - Send screenshots or CSVs
Conversation history - Review past chats
Notifications - Get alerted when support responds
Mobile-friendly - Works on phone browsers
Email Support
For detailed questions or when you need to include lots of information.
How to Reach Us
Email: help@rivvi.ai
When to use email:
Detailed technical questions
Feature requests
Account setup assistance
Non-urgent issues
When you need to attach multiple files
Response Time
Priority | Response Time |
Urgent | Within 2 hours |
High | Within 4 hours |
Normal | Within 8 hours |
Low | Within 24 hours |
Note
Response times are during business hours: Monday-Friday, 9am-5pm EST. Emails sent after hours will be answered the next business day.
Email Template
Use this template for best results:
Subject: [Brief description of issue]
Hi Rivvi Support,
**Issue:** [Describe what's not working or what you need help with]
**Steps I've tried:**
1. [What you already attempted]
2. [Any troubleshooting you did]
**Account info:**
- Organization: [Your org name]
- Email: [Your email]
- Browser: [Chrome/Safari/Firefox]
**Attachments:** [Include screenshots, error logs, or files if relevant]
Thanks!
[Your name]
[INSERT IMAGE: Example support email formatted correctly]
Phone Support
For urgent issues or when you need real-time problem-solving.
Contact Information
Phone: [Your support phone number]
āHours: Monday-Friday, 9am-5pm EST
When to Call
Urgent production issues - Campaign down, critical errors
Account lockouts - Can't access your account
Complex technical problems - Need screen sharing
Time-sensitive matters - Launch deadline approaching
Security concerns - Suspected breach or unauthorized access
Before You Call
Have this information ready:
Your organization name
Your email address
Description of the issue
Error messages (if any)
Steps to reproduce the problem
What you've already tried
š” Tip
Be at your computer when you call so support can walk you through solutions in real-time.
Help Center (This Site!)
You're here now! The help center has comprehensive guides for every feature.
How to Use the Help Center
Search for topics
Use the search bar at the top
Type keywords like "upload patients" or "create campaign"
Browse results
Click article to read
[INSERT IMAGE: Help center search bar with example search]
Browse by category
Look at the collections in the sidebar:
Getting Started
Campaigns
Patients
Tasks
Calls
Settings
Troubleshooting
Click any collection to see articles
Popular Articles
Most helpful articles for new users:
Help Center Features
Search across all articles
Step-by-step guides with screenshots
Video tutorials (where available)
Related articles at the bottom
"Was this helpful?" feedback (help us improve!)
24/7 availability
š” Tip
Bookmark frequently-used articles for quick access!
Training Resources
Live Training Sessions
[INSERT IMAGE: Training calendar or registration page]
We offer live training webinars:
New User Onboarding - Every Tuesday at 2pm EST
Advanced Features - Every Thursday at 2pm EST
Q&A Sessions - First Friday of each month at 11am EST
To register: [Training registration link]
Video Library
Watch on-demand video tutorials:
Getting Started (5 videos, 20 min total)
Campaign Management (8 videos, 45 min total)
Task Workflows (4 videos, 15 min total)
Analytics & Reporting (6 videos, 30 min total)
Access videos: [Video library link]
Emergency Support
For critical issues outside business hours.
What Qualifies as an Emergency
System down - Rivvi is completely inaccessible
Data breach suspected - Security incident
Critical campaign failure - Time-sensitive campaign down
Patient safety concern - Issue affecting patient care
Emergency Contact
Emergency Hotline: [Emergency phone number]
āAvailable: 24/7 for critical issues only
ā ļø Important
Emergency support is for critical issues only. Non-urgent matters should use regular support channels.
Support Plans
Support availability may vary by plan.
Plan | Messenger | Phone | Emergency | |
Starter | Business hours | 24-hour response | Not included | Emergency only |
Professional | 24/7 | 4-hour response | Business hours | Yes |
Enterprise | 24/7 | 2-hour response | 24/7 | Yes + dedicated contact |
š Note
Check your plan details in Settings ā Organization ā Billing.
Getting the Fastest Help
Before Contacting Support
Try these steps first:
Search the help center - Your answer might already be documented
Check recent announcements - Known issues are posted here
Try basic troubleshooting - Refresh page, clear cache, try different browser
Review error messages - Error text often explains the problem
Provide Good Information
The more details you provide, the faster we can help:
Always include:
What you were trying to do
What you expected to happen
What actually happened
Error messages (exact text)
Screenshots or screen recordings
Steps to reproduce
Your browser and OS
When the issue started
[INSERT IMAGE: Example of well-documented support request with all details]
Feedback & Feature Requests
Share Your Ideas
We love hearing from users! Share suggestions:
In-App Feedback
Click the messenger
Select "Feature Request"
Describe your idea
Email:
What Happens to Feedback
We review every suggestion
Popular requests get prioritized
You get notified when implemented
Community votes influence roadmap
Common Questions
Q: What's the fastest way to get help?
A: In-app messenger during business hours. After hours, email is best.
Q: Do you offer phone support?
A: Yes, for Professional and Enterprise plans during business hours: Monday-Friday, 9am-5pm EST.
Q: How do I report a bug?
A: Use the messenger or email help@rivvi.ai with steps to reproduce.
Q: Can I request a feature?
A: Yes! Use the messenger, community forum, or email feedback@rivvi.ai.
Q: Is there a knowledge base?
A: Yes, this help center! Search using the bar at the top.
Q: Do you offer training?
A: Yes, we offer live webinars, video tutorials, and on-site training (Enterprise plans).
Q: What if I need help outside business hours?
A: Use the messenger to leave a message. We'll respond first thing next business day. For emergencies, call the emergency hotline.
Q: Can I schedule a call with support?
A: Yes! Enterprise customers can schedule calls. Professional customers can request scheduled calls for complex issues.
Support Best Practices
For Users
Search help center first before contacting support
Provide detailed information in your requests
Include screenshots when describing problems
Be patient during peak support times
Provide feedback on support interactions
For Admins
Designate a primary contact for support issues
Train team on basic troubleshooting
Document internal processes to reduce support needs
Stay updated on product announcements
Escalate appropriately (don't use emergency for non-emergencies)
Support Satisfaction
We track support quality and aim for:
95%+ satisfaction rate
<30 min average response time (messenger)
<4 hour average response time (email)
First-contact resolution: 80%+
Rate Your Experience
After every support interaction:
You'll receive a "How was your support experience?" message
Rate 1-5 stars
Leave optional feedback
Help us improve!
We're Here to Help!
Remember: There's no such thing as a dumb question. Whether you're stuck on something simple or tackling a complex challenge, we're here to help you succeed with Rivvi.
Don't hesitate to reach out - that's what we're here for! š