Riovis Support
Sivoir AI for customer support
Resolve cases faster with AI suggestions, 4-tier escalation, full Customer 360, and workflow automation. Replace Gorgias, Zendesk, and Intercom with a platform that actually connects support to the rest of your business.
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Sivoir AI
Smart reply suggestions
AI drafts reply suggestions based on case context, customer history, and your knowledge base. Agents review and send in one click.
Case summarization
Instant summaries of long case threads for agent handoffs, escalations, and manager review.
Next-action recommendations
AI suggests the next best action based on case type, customer sentiment, and SLA status.
Automatic classification
Cases are auto-tagged by category, priority, and sentiment with confidence scores. Manual override always available.
Knowledge base search
AI searches your knowledge base in real-time and surfaces relevant articles inline while agents compose replies.
Case Management
Full lifecycle workflow
New to active to pending to resolved to closed. Custom statuses on Professional tier and above.
Priority queues
SLA-aware priority queues with live timers, bulk operations, and saved views for each agent or team.
Custom fields and macros
Add custom fields to capture case-specific data. Build macros to automate repetitive multi-step actions.
Threaded notes and activity timeline
Internal notes, activity logs, and full case history in a threaded timeline view.
4-Tier Escalation Engine
L1 through Executive escalation
Four escalation tiers with configurable routing rules, notification channels, and SLA targets per tier.
10+ auto-triggers
SLA breach, VIP status, negative sentiment, keyword detection, repeat contact, idle timeout, medical safety, and more.
Skills-based routing
Route cases to agents based on language, product expertise, case type, or custom skills.
Capacity-aware assignment
Auto-assign cases based on agent availability, current workload, and shift schedules.
Customer 360
Unified customer profile
Orders, subscriptions, disputes, refunds, chat transcripts, loyalty status, and lifetime value in one view.
Sentiment-coded journey map
Visual timeline of every customer touchpoint color-coded by sentiment - see patterns before they become problems.
Payment provider integration
Dispute sync from Stripe, PayPal, and more. Auto-case creation on chargebacks, evidence submission, and dispute tracking without leaving the case view.
Live Chat and Email
Real-time chat console
Live chat with typing indicators, file sharing, and escalation bridge to convert chats into full cases.
Threaded email
Inbound and outbound email with threading, attachments, and smart routing based on content.
Chat widget
Embeddable chat widget for your site with customizable branding, pre-chat forms, and business hours.
Canned responses
Template library for common replies with variable insertion for customer name, order number, and case details.
Workflow Automation
Visual workflow builder
Drag-and-drop workflow builder with conditional logic, time-based triggers, and multi-step actions.
SLA management
Define SLA targets per priority, category, or customer tier. Live timers and breach alerts for agents and managers.
Audit logging
Full audit trail for every case action, assignment change, and escalation event. Exportable for compliance.
CSAT surveys
Post-resolution satisfaction surveys with trend dashboards and per-agent scoring.
Cross-module
Better with Marketing, Warehousing, and Influencers
- Support agents see which marketing campaigns a customer engaged with before they filed a ticket
- Low CSAT on campaign-related tickets feeds back as a signal to the marketing intelligence dashboard
- Real-time stock, batch, and restock ETA visible in the ticket view without leaving Support (Warehousing)
- Low stock and out-of-stock statuses automatically adjust AI-generated customer responses (Warehousing)
- When a product is out, Support surfaces the closest in-stock alternative automatically (Warehousing)
- Backorder ETA pulled from open POs and surfaced to customers in real time (Warehousing)
- Influencer-reported issues are escalated as support cases with full influencer profile context (Influencers)
Built for
E-commerce support teams
Handle order issues, returns, and disputes with full Customer 360 and payment provider integration built in.
Scaling from 3 to 25 agents
Start on Starter and grow to Business without migrating. Skills-based routing and workflow automation scale with you.
High-touch brands
VIP detection, sentiment-triggered escalation, and customer journey mapping for brands where every interaction matters.
Multilingual teams
Native English and Spanish interface with Sivoir AI that generates suggestions in the customer's language.
Compliance-sensitive industries
Medical safety triggers, full audit logging, data retention controls, and RBAC for regulated environments.
Teams replacing Zendesk or Gorgias
Full migration support with done-for-you onboarding available on Business and Enterprise tiers.
Ready to upgrade your support?
Start a 14-day free trial with every feature unlocked. No credit card required.
This module isn't available yet. Get in touch and we'll let you know the moment it launches.