The Rival platform now enables all participants—including community members and ad hoc participants—to easily raise support requests through SMS, Email, or Chat.
This feature provides a quick and structured way for participants to flag technical issues or submit incentive-related queries, helping your team resolve concerns more efficiently.
1. Member Support Form Overview
When participants access the support form, they’ll see the following fields:
Field | Description |
Request Type | Dropdown menu where Technical is selected by default. Participants can choose between: |
Request Details | Free-text field where participants describe the issue they’re experiencing. |
Email Address | Collected if not already available—for example, with SMS subscribers or one-time (ad hoc) participants who may not have provided their email previously. |
Attachments | Option to upload screenshots or short videos to help describe the issue more clearly. |
📝 Tip: Encouraging participants to attach screenshots often helps support teams resolve issues more quickly.
2. Accessing the Support Form
Participants can reach the support form through three different channels:
📱 SMS
Participants can reply to the community’s Twilio number with “help” or any keyword.
They’ll receive an automated SMS containing a Support URL.
Clicking the link opens the support form where they can submit their request.
✉️ Email
All distribution emails sent from the platform now include a Support link in the footer.
Clicking this link directs participants to the support form where they can provide details about their issue.
💬 Chat
Within a chat, participants can open the hamburger menu (☰).
A Support option is available here.
Selecting it opens an in-chat support form, allowing participants to submit their request without leaving the conversation.
3. How Support Requests Are Routed
When a participant submits the support form, the platform automatically sends the request to the appropriate inbox:
Technical support requests → Sent to the Technical Support Email configured in the research domain.
Incentive support requests → Sent to the Incentive Support Email set in Brand Settings.
This routing ensures that each request reaches the right team for faster follow-up.
4. Support Request Email Format
Each support request generates an email with the following details:
Subject line:
Support RequestEmail body: A structured table summarizing the participant’s submission, including:
Request type
Support email address
Research domain details
Participant ID and contact information
Chat information (if applicable)
Number of attachments
This format provides support teams with all necessary context upfront to begin troubleshooting quickly.
5. Best Practices
To make the most of the participant support feature:
✅ Configure both technical and incentive support email addresses so requests are routed correctly.
📥 Monitor support inboxes regularly to ensure timely responses.
🌍 Maintain accurate branding and locale settings to deliver a seamless support experience for participants in different regions.