FAQ: Who is "Riff"?

When contacting support, you will first be greeted by "Riff", the newest member of our support team. Riff is your personal support agent, ready to assist you 24/7 and in your language, no matter where you are in the world.

Unlike typical AI agents, Riff has been trained by our dedicated support team to provide the best possible customer experience; and has been trained with decades of knowledge and data - specific to our products, and across all of our brands.

With a resolution rate of over 80%, Riff is equipped to handle all manner of enquiries, immediately getting you the resources and support you need.

So what happens if Riff can't help? If you do need to speak to one of our dedicated support agents, Riff will help to put you in touch with our dedicated support team, while making sure our agents have everything they need to move your enquiry forward. 

Here's how it works:

1. Start a chat with Riff by clicking "Contact Support" on our branded support pages, or by clicking on the inMusic widget from within your inMusic profile. 

2. Ask Riff anything inMusic! The more details you can provide, the better. 

3. Riff will run through any necessary troubleshooting, guidance, or may ask some extra questions to get a better understanding of your case.

4. If Riff does not have an answer, or the case requires a member of our dedicated support team, you will be given the option to create a support ticket. Fill out any missing details that Riff needs, and a ticket will be submitted.

5. You can also use Riff to check back on the status of your ticket, or to add extra information which you think may help our agents to help you.