This article explains how to get help with RIKO, RIFT or your account, and what each channel can and cannot do. Every request is answered by email; there is no live chat with a person.
Ask RIKO Help
RIKO Help is the chat bubble in the bottom corner of the hub, the RIKO dashboard, the billing page, RIFT and every help centre page. It is the fastest way to get an answer to a "how do I" question.
What it can do: answer from the help articles you are reading now. Ask it how to do something in RIKO, RIFT or your account and it finds the relevant article and explains it.
What it cannot do: it cannot see your account, your data, your conversations, your settings or your invoices. It does not know who you are or which clinic you belong to. It cannot change anything on your account, and no person joins the chat. When a question is outside these articles, or needs someone to look at your account, it will point you to the support form or to support@rapidintelligence.com.au rather than guess.
Please do not type patient names or any patient details into RIKO Help. It has no need for them and it is not the place for them.
Use the support form in the dashboard
- In the RIKO dashboard at
/app/dashboard, click Support in the header (next to the logo). - In the Contact Support box, choose a Category: Billing, Technical issue, Widget / embed, Knowledge base, Account, Legal - MSA / DPA request or Other.
- Enter a Subject and describe the problem in Message. Say which site it concerns if your account has more than one, and what you have already tried.
- Click Send message. You will see "Message sent - we'll be in touch shortly."
The form emails our support team with your account attached, so we know which clinic you are without you needing to say. You receive a confirmation email titled "Support ticket received" with your subject line; reply to that email to add anything you forgot, including screenshots.
Choosing Legal - MSA / DPA request fills in the subject and message for you. See Privacy and your data for what those documents are.
Email us
Email support@rapidintelligence.com.au from the address your account is registered to, so we can match it to your clinic. This is the right channel if you cannot sign in, if the problem is with the sign-in page itself, or if you would rather write it up outside the dashboard.
For privacy requests specifically (access to or deletion of personal information), contact@rapidintelligence.com.au also reaches us, as set out in the Privacy Policy.
What to expect
All support is by email. After you submit the form or write to us, you get a confirmation, and then a reply from a person as soon as we have looked into it. If a fix needs us to sign in to your account, you will see a "Support session" banner at the top of the hub while we do (see Sites, the hub and the desktop app).
There is no phone line and no live chat with a person. RIKO Help is an automated assistant answering from these articles; the support form and email are how you reach the team.
Before you write in
- Do not include patient names, dates of birth, contact details or appointment details in any message. Describe the record instead and we will confirm details with you securely if needed.
- For a widget that has gone offline, first check the RIKO dashboard for a red banner: a failed payment or missing billing setup takes the widget offline and is fixed from the banner. See Billing and subscriptions.
- For "That email and password don't match an account", try Forgot your password? on the sign-in page before writing in. See Signing in to your account.