R2 Intake Insights
To follow the standard intake process for every R2 concern, you must create these two distinct items in RivOS.
What are a Ticket and Service Request(s)
Rivian Assistant and Wi-Fi hotspot functionality are scheduled to be enabled for R2 owners during this season.
What is summer
To protect customers' privacy when alerting a team about a sensitive DV account, an advisor should never mention a domestic situation in Slack and instead tell teammates to read these.
What are the account notes
(Example: "If you get a call from Terry Customer, please read the account notes and engage with leadership.")
Starting with this model year, R1 vehicles do not include a Portable Charger.
What is the 2026 model year.
(It must be purchased for $400 or bought separately from the Gear Shop).
While anyone can schedule an R2 demo drive without a reservation, Rivian gives scheduling priority to this specific group.
Who are Reservation Holders.
Because the Service Center handles repair planning later, all R2 concerns should be categorized as this, which requires no labor codes or parts.
What is "Direct to Diagnostics"
R2 vehicles delivered before October 1, 2026, get an extended Connect+ trial that lasts until November 30, 2026. But, R2 deliveries on or after October 2, 2026, will not get the extended promo for Connect+, receiving instead a standard trial of this many days.
What is 60-days
You should never give out a car’s live location over the phone. Instead, you must tell the customer to check this.
What is the Rivian App
Starting with the 2026 model year, this is the only configuration that automatically includes a CCS1 DC adapter with purchase.
What is the Quad configuration
If a customer wants to test out a car seat during their demo drive, they are welcome to bring one, but this action must be done entirely by the customer themselves.
What is installing and uninstalling it.
Once an appointment is scheduled, you must resolve the Service Ticket and add notes to the Work Order using this specific snippet.
What is .WOnotes?
While early customers can find their Connect+ trial details in the mobile app, Rivian is intentionally omitting this information from this specific customer-facing support resource.
What is rivian.com/support/article/what-is-connect-plus OR What is rivian.com
To finalize an EDR data pull request in the system, the SSA must resolve the ticket after creating this specific type of ticket workflow and selecting "Legal Escalation."
What is a Support Request Workflow
Regardless of the vehicle model or state of registration, this is the uniform purchase price for a NACS Wall Charger.
What is $800
While customers can choose to take their drive alone, with their crew, or accompanied by a Rivian team member, they are explicitly not allowed to take the R2 for this specific type of extended trial.
What is an overnight demo drive.
These specific appointment types will appear greyed out because this service delivery method is not currently available for R2.
What is Mobile Service
Early R2 owners must look in this specific section of their Rivian app to find their promotional trial date for Connect+.
What is the upgrades section
When an owner asks for an EDR (black box) records pull, you must tell them this process incurs a cost, which will be discussed when that team reaches out. The team will reach out within this many business days.
What is 14 business days
For R2 buyers in non-CARB states, this is the cost to purchase a Portable Charger.
What is $400
Because these appointments are limited each day, Rivian recommends scheduling ahead of time since this type of drive cannot be guaranteed.
What is a walk-in demo drive.
When booking the next available appointment for an R2 customer, you must intentionally ignore this standard lead time requirement.
What is the 3-day lead time.
Although fully functional on the R1, these three specific software and connectivity features will remain locked for R2 owners at launch.
What are Rivian Assistant, Wi-Fi hotspot, and video streaming apps (Google Cast and YouTube)
When law enforcement requests data, subpoenas, or geofence information, an advisor must refer them to this specific portal.
What is the LERT Portal
This is the exact price an R2 customer in a non-CARB state must pay to add a J1772 AC Adapter to their order.
What is $50
Unlike the Rivian Assistant, this premium driving feature is fully available to try during the R2 demo drive, with pointers provided by a team member beforehand.
What is Autonomy+