Rivo integration

Connect Rivo to see a customer's loyalty points, VIP tier, rewards and membership right next to the conversation. Your team can adjust points, redeem rewards and cancel memberships without leaving Commslayer. Your AI agent can answer loyalty questions and redeem subscription rewards for customers.

Connecting Rivo#

1. Go to Settings → Integrations → Rivo
2. Click Connect with Rivo and approve access, or paste a Rivo API key
3. Click connect

The Rivo store must be the same store as the Shopify store connected to Commslayer.

Only Administrators and Managers can connect or disconnect Rivo.

The Loyalty panel#

Open a conversation and expand Loyalty in the sidebar. Commslayer finds the customer in Rivo using the contact's email.

Everyone on your team can see:

• Points: current balance and lifetime points
• Status: member, guest or excluded
• VIP tier: current tier and the next one
• Referral link: click to copy
• Membership: tier, status, paid or manual enrollment, next billing date and any pending cancellation
• Rewards: the rewards the customer can afford right now, marked one-time, subscription or both
• Unused codes: reward codes the customer hasn't used yet, click to copy
• Recent activity: the last 10 points changes

Guests can earn points but can't redeem rewards. Excluded customers can't earn or redeem.

Managing loyalty from the sidebar#

Administrators and Managers can make changes from the Loyalty panel. Agents can see the data but can't change it yet.

• Adjust points: add or remove points. A reason is required and stays internal. You can add a note the customer sees, or skip Rivo's email to the customer
• Redeem reward: spend the customer's points on a reward. The discount code shows up right away so you can paste it into your reply. Redeeming can't be undone
• Cancel membership: end it at the end of the billing period or right away. You can add an internal reason

Every change adds a private note to the conversation with who made it and why.

If Rivo doesn't confirm a change, Commslayer shows a warning and leaves a private note. Check the customer in Rivo before trying again so you don't make the change twice.

AI loyalty actions#

Your AI agent can answer questions like "how many points do I have?" and "what can I get with them?".

Available actions:

• Look up Rivo loyalty points: checks points, VIP tier, subscription rewards the customer can afford and unused codes. This is on automatically when Rivo is connected
• Redeem Rivo reward: spends points on a subscription reward. Rivo then applies it to the customer's next subscription order. This is off by default

Enable redeeming#

1. Go to AI agent → Actions
2. Find Redeem Rivo reward
3. Toggle it on
4. Turn on Ask a human before running if you want to approve each redemption (optional)

Connected Rivo before the AI actions were available? Contact support and we'll add them to your account.

How redeeming works#

• The AI tells the customer which reward they'll get and what it costs, then waits for them to say yes
• If the reward's cost changes before the customer confirms, the AI stops
• The AI redeems at most one reward per conversation. This includes rewards the customer redeems themselves in your store during the conversation
• If Rivo doesn't confirm a redemption, the AI doesn't try again. It hands the conversation to your team with a private note
• Every redemption adds a private note and shows up in the AI activity log

For now the AI can't adjust points, cancel memberships or redeem one-time rewards. It hands those requests to your team.

How customer verification works#

The AI only looks up or redeems for a verified customer.

Email inbox: Verified automatically when the sender's email matches the contact's email.

Other channels (chat, SMS, WhatsApp): The customer verifies with one of their orders first.

Coming soon#

For your team:

• Every agent can manage loyalty: adjust points, redeem rewards and cancel memberships, the same way they manage Shopify orders. Not just Administrators and Managers
• Easier point adjustments: type the new balance or use +/- buttons, instead of entering a difference
• Loyalty badge: the sidebar icon shows when the customer has loyalty data

For your AI agent:

• Cancel memberships: at the end of the billing period by default. The AI checks whether the customer means their membership or their subscription first
• Adjust points: for things like missing order points or goodwill. You set the most points the AI can give in one conversation
• Redeem one-time rewards: not just subscription rewards. The AI shares the discount code in its reply

Troubleshooting#

Loyalty panel is empty or says the customer isn't found?

• Check that the contact's email matches the email in Rivo
• Check that Rivo is connected in Settings → Integrations

Can't adjust points or redeem?

• Only Administrators and Managers can make changes for now
• Excluded customers can't have points adjusted
• Guests can't redeem rewards
• The customer needs enough points for the reward

AI actions not showing?

• Check that Rivo is connected in Settings → Integrations
• Only Administrators can see and configure actions