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.")
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
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
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
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