Help center
How to register an account on the Rillo platform?
1. Proceed to app.rillo.co
2. Enter your email
3. Press "Continue"
2. Enter your email
3. Press "Continue"
Check your email address to find 4-digits login code.
Please note that all the notifications will be sent to the email you entered during registration, so it's better to use a shared email or email alias for your support team.
Please note that all the notifications will be sent to the email you entered during registration, so it's better to use a shared email or email alias for your support team.
Enter your 4-digits code into the input field and press Submit button.
If you don't receive the email from Rillo, check your spam folder or try another email.
If you don't receive the email from Rillo, check your spam folder or try another email.
How to create an interactive self-service guide?
To create a new guide click on the tile with "+" sign.
All the settings for self-service support flow and the widget are defined in tabs.
All the settings for self-service support flow and the widget are defined in tabs.
Guide details tab
In this tab you can define a name for the guide and short guide description
Guide name is shown as a name in the widget.
Guide name is shown as a name in the widget.
Tour builder tab
Tour builder is the most important tab where the logic of your self-help flow is defined and all the media is added.
The self-help flow flow is created from cards connected between each other in the sequence.
You can preview the current state of your guide by pressing the "Preview" button.
To create a new card press the "New card" button.
The self-help flow flow is created from cards connected between each other in the sequence.
You can preview the current state of your guide by pressing the "Preview" button.
To create a new card press the "New card" button.
Each card contains 4 parts:
a) Card name. By default it is created with a system defined name. You can change this name by clicking on it. Card name is not shown to guide viewers.
b) Media. You can add a video link to your card.
We suggest adding a link to video hosting (youtube f.e) if you're using a hosted plan of Rillo.
The media will be shown to the guide viewers upon they reach the card in the self-help flow.
c) Question. The question, or just some text is shown to a guide viewers upon they reach the card in the self-help flow..
d) User reaction. The type of the reaction available for guide viewers upon they reach the card in the self-help flow. Viewers must interact with the card actions to move further to the self-help flow.
a) Card name. By default it is created with a system defined name. You can change this name by clicking on it. Card name is not shown to guide viewers.
b) Media. You can add a video link to your card.
We suggest adding a link to video hosting (youtube f.e) if you're using a hosted plan of Rillo.
The media will be shown to the guide viewers upon they reach the card in the self-help flow.
c) Question. The question, or just some text is shown to a guide viewers upon they reach the card in the self-help flow..
d) User reaction. The type of the reaction available for guide viewers upon they reach the card in the self-help flow. Viewers must interact with the card actions to move further to the self-help flow.
Types of user reactions
Radio. If you want to ask guide viewer a question with one or more possible answers, then choose Radio.
To add an answer option for guide viewers, click "Add an option button"
Use "Label" field to specify the answer option for a user.
You can add as many options as you want, but we recommend to limit it to 3-5 options.
To delete the option, press the bucket button.
To add an answer option for guide viewers, click "Add an option button"
Use "Label" field to specify the answer option for a user.
You can add as many options as you want, but we recommend to limit it to 3-5 options.
To delete the option, press the bucket button.
Input. If you want to ask guide viewer to write you something, use the Input reaction.
Placeholder filed can be used to help user to fill the input in the way you expect it
Placeholder filed can be used to help user to fill the input in the way you expect it
Live chat. Choosing "Live chat" user reaction will make this card contain a button "Start a live chat".
Guide viewer could press it and start the live chat with you or your support agents
See How does live chat work?
Important. After starting a live chat user can't get back into the self-help flow, so this card has no option to make connection from it.
It is recommended to place cards with live chat user reactions at the "dead end" of the self-help flow.
For example, one can place this card after "I have a questions" radio option of the previous card.
Guide viewer could press it and start the live chat with you or your support agents
See How does live chat work?
Important. After starting a live chat user can't get back into the self-help flow, so this card has no option to make connection from it.
It is recommended to place cards with live chat user reactions at the "dead end" of the self-help flow.
For example, one can place this card after "I have a questions" radio option of the previous card.
Start again. Choosing "Start again" user reaction will make this card contain a button "Start again".
Clicking on it, guide viewers will restart the guide from the beginning, so this card has no option to make connection from it.
Clicking on it, guide viewers will restart the guide from the beginning, so this card has no option to make connection from it.
Moving cards over the screen
You can drag-n-drop each card at the random place of the screen.
It is handy to visually aggange cards with connections to see the structure and consequences of cards in the self-help flow.
To drag a card, hover over a "burger" pictogram, press the mouse button and drag the card across the screen
It is handy to visually aggange cards with connections to see the structure and consequences of cards in the self-help flow.
To drag a card, hover over a "burger" pictogram, press the mouse button and drag the card across the screen
Connecting cards in a flow
After you create two or more cards, it's time to connect it between each other.
Connections are important part of setting up the self-help flow logic.
Each card that could contain other cards after it in a flow, has a little circles near the user action options.
For example, if you have a card with two Radio options, you will have two circles near it
Connections are important part of setting up the self-help flow logic.
Each card that could contain other cards after it in a flow, has a little circles near the user action options.
For example, if you have a card with two Radio options, you will have two circles near it
Click on the circle and drag the arrow to the card that should follow if the guide viewer chooses the option with that circle.
Voila, you have just created a connection between this cards.
In the example above, a connection has been made between the "First Card" and the "Second Card".
This means that if the guide viewer chooses "Option #1" when interacting with the First card, he will be shown the Second card.
This means that if the guide viewer chooses "Option #1" when interacting with the First card, he will be shown the Second card.
To change the connection, you need repeat that simple procedure:
1. Click on the circle.
2. Drag the arrow to the card you want viewver to go to.
1. Click on the circle.
2. Drag the arrow to the card you want viewver to go to.
Table of contents
There may be many cards on the screen in one interactive self-service guide. To make it easy to navigate to a specific card, you can use a table of contents.
Table of contents creates a list of cards in the order they are linked together on the screen.
You can click on the name of a card to move to it.
Table of contents creates a list of cards in the order they are linked together on the screen.
You can click on the name of a card to move to it.
Preview
This is handy for seeing what the guide will look like for end users.
To see this, click the Preview button, and the guide will run for you as it will be seen by users who open the widget
To see this, click the Preview button, and the guide will run for you as it will be seen by users who open the widget
Widget tab
Widget tab contains widget visual settings and widget script.
Widget script should be pasted into the web page where it is expected to see it.
Widget script should be pasted into the web page where it is expected to see it.
You can adjust the widget button colors and text to better match your product's color palette.
Primary color refers to the background color of the buttons in the guide
To change color press on hex code and pick new color using a color picker
Primary color refers to the background color of the buttons in the guide
To change color press on hex code and pick new color using a color picker
Dialogs tab
All the interactions with widget by viewers are saved in dialogs tab
You can download all the iterations in *.csv by pressing "Download dialogs" button
You can download all the iterations in *.csv by pressing "Download dialogs" button
How to embed an interactive product demo on my landing page?
Let's describe how to embed a widget script on the example of the service for landing pages creation Tilda.cc
1. Before embedding the widget must create a demo flow and set all widget settings
See How to create a interactive self-help guide? for details.
2. Open a Widget tab and click on "Widget script" field.
Script will be copied to the clipboard
3. Move to Tilda and add an element "Embed html code". Open content of the element and paste widget script code
1. Before embedding the widget must create a demo flow and set all widget settings
See How to create a interactive self-help guide? for details.
2. Open a Widget tab and click on "Widget script" field.
Script will be copied to the clipboard
3. Move to Tilda and add an element "Embed html code". Open content of the element and paste widget script code
3. Click " Save and close" and Publish the page
4. Set "Button Link" value to #show-rillo-widget for each button that should turn the interactive self-help guide on
4. Done, the widget will be visible for your page visitors.
4. Set "Button Link" value to #show-rillo-widget for each button that should turn the interactive self-help guide on
4. Done, the widget will be visible for your page visitors.
How does live chat work?
Guide viewers can natively start a live chat with your support agents .
It is handy to transfer viewers to a chat when they are still having problems, even if they have passed all the steps in the guide.
Live chats starts natively in the guide widget after viewer press "Start live chat" button.
It is handy to transfer viewers to a chat when they are still having problems, even if they have passed all the steps in the guide.
Live chats starts natively in the guide widget after viewer press "Start live chat" button.
Right after viewers starts live chat, the link to a chat is sent to your email.
Once a representative of your product joins the chat, he or she will be able to communicate with the viewer of the demo in real time.
All previous communication between the guide viewer and the widget is saved and available to your support agent in chat for quickly grasp the context. Also, all the communications with guide viewers are saved in Dialogs tab and available for downloading.
Privacy policy for Rillo.co
At Rillo.co, accessible from Rillo.co, one of our main priorities is the privacy of our visitors. This Privacy Policy document contains types of information that is collected and recorded by Rillo.co and how we use it.
If you have additional questions or require more information about our Privacy Policy, do not hesitate to contact us (hi@rillo.co)
This Privacy Policy applies only to our online activities and is valid for visitors to our website with regards to the information that they shared and/or collect in Rillo.co. This policy is not applicable to any information collected offline or via channels other than this website.
Consent
By using our website, you hereby consent to our Privacy Policy and agree to its terms.
Information we collect
The personal information that you are asked to provide, and the reasons why you are asked to provide it, will be made clear to you at the point we ask you to provide your personal information.
If you contact us directly, we may receive additional information about you such as your name, email address, phone number, the contents of the message and/or attachments you may send us, and any other information you may choose to provide.
When you register for an Account, we may ask for your contact information, including items such as name, company name, email address.
How we use your information
We use the information we collect in various ways, including to:
1.Provide, operate, and maintain our website
2. Improve, personalize, and expand our website
3. Understand and analyze how you use our website
4. Develop new products, services, features, and functionality for Rillo.co.
5. Communicate with you, either directly or through one of our partners, including for customer service, to provide you with updates and other information relating to the website, and for marketing and promotional purposes.
6. Send you emails
7. Find and prevent fraud
Log Files
Rillo.co follows a standard procedure of using log files. These files log visitors when they visit websites. All hosting companies do this and a part of hosting services' analytics. The information collected by log files include internet protocol (IP) addresses, browser type, Internet Service Provider (ISP), date and time stamp, referring/exit pages, and possibly the number of clicks. These are not linked to any information that is personally identifiable. The purpose of the information is for analyzing trends, administering the site, tracking users' movement on the website, and gathering demographic information.
Advertising Partners Privacy Policies
You may consult this list to find the Privacy Policy for each of the advertising partners of Rillo.co.
Third-party ad servers or ad networks uses technologies like cookies, JavaScript, or Web Beacons that are used in their respective advertisements and links that appear on Rillo.co, which are sent directly to users' browser. They automatically receive your IP address when this occurs. These technologies are used to measure the effectiveness of their advertising campaigns and/or to personalize the advertising content that you see on websites that you visit.</p>
Note that Rillo.co has no access to or control over these cookies that are used by third-party advertisers.
Third Party Privacy Policies
Rillo.co's Privacy Policy does not apply to other advertisers or websites. Thus, we are advising you to consult the respective Privacy Policies of these third-party ad servers for more detailed information. It may include their practices and instructions about how to opt-out of certain options.
You can choose to disable cookies through your individual browser options. To know more detailed information about cookie management with specific web browsers, it can be found at the browsers' respective websites.
CCPA Privacy Rights (Do Not Sell My Personal Information)
Under the CCPA, among other rights, California consumers have the right to:
1. Request that a business that collects a consumer's personal data disclose the categories and specific pieces of personal data that a business has collected about consumers.
2. Request that a business delete any personal data about the consumer that a business has collected.
3. Request that a business that sells a consumer's personal data, not sell the consumer's personal data.
If you make a request, we have one month to respond to you. If you would like to exercise any of these rights, please contact us (hi@rillo.co)
GDPR Data Protection Rights
We would like to make sure you are fully aware of all of your data protection rights. Every user is entitled to the following:
1. The right to access – You have the right to request copies of your personal data. We may charge you a small fee for this service.
2. The right to rectification – You have the right to request that we correct any information you believe is inaccurate. You also have the right to request that we complete the information you believe is incomplete.
3. he right to erasure – You have the right to request that we erase your personal data, under certain conditions.
4. The right to restrict processing – You have the right to request that we restrict the processing of your personal data, under certain conditions.
5. The right to object to processing – You have the right to object to our processing of your personal data, under certain conditions.
6. The right to data portability – You have the right to request that we transfer the data that we have collected to another organization, or directly to you, under certain conditions.
If you make a request, we have one month to respond to you. If you would like to exercise any of these rights, please contact us (hi@rillo.co)
If you have additional questions or require more information about our Privacy Policy, do not hesitate to contact us (hi@rillo.co)
This Privacy Policy applies only to our online activities and is valid for visitors to our website with regards to the information that they shared and/or collect in Rillo.co. This policy is not applicable to any information collected offline or via channels other than this website.
Consent
By using our website, you hereby consent to our Privacy Policy and agree to its terms.
Information we collect
The personal information that you are asked to provide, and the reasons why you are asked to provide it, will be made clear to you at the point we ask you to provide your personal information.
If you contact us directly, we may receive additional information about you such as your name, email address, phone number, the contents of the message and/or attachments you may send us, and any other information you may choose to provide.
When you register for an Account, we may ask for your contact information, including items such as name, company name, email address.
How we use your information
We use the information we collect in various ways, including to:
1.Provide, operate, and maintain our website
2. Improve, personalize, and expand our website
3. Understand and analyze how you use our website
4. Develop new products, services, features, and functionality for Rillo.co.
5. Communicate with you, either directly or through one of our partners, including for customer service, to provide you with updates and other information relating to the website, and for marketing and promotional purposes.
6. Send you emails
7. Find and prevent fraud
Log Files
Rillo.co follows a standard procedure of using log files. These files log visitors when they visit websites. All hosting companies do this and a part of hosting services' analytics. The information collected by log files include internet protocol (IP) addresses, browser type, Internet Service Provider (ISP), date and time stamp, referring/exit pages, and possibly the number of clicks. These are not linked to any information that is personally identifiable. The purpose of the information is for analyzing trends, administering the site, tracking users' movement on the website, and gathering demographic information.
Advertising Partners Privacy Policies
You may consult this list to find the Privacy Policy for each of the advertising partners of Rillo.co.
Third-party ad servers or ad networks uses technologies like cookies, JavaScript, or Web Beacons that are used in their respective advertisements and links that appear on Rillo.co, which are sent directly to users' browser. They automatically receive your IP address when this occurs. These technologies are used to measure the effectiveness of their advertising campaigns and/or to personalize the advertising content that you see on websites that you visit.</p>
Note that Rillo.co has no access to or control over these cookies that are used by third-party advertisers.
Third Party Privacy Policies
Rillo.co's Privacy Policy does not apply to other advertisers or websites. Thus, we are advising you to consult the respective Privacy Policies of these third-party ad servers for more detailed information. It may include their practices and instructions about how to opt-out of certain options.
You can choose to disable cookies through your individual browser options. To know more detailed information about cookie management with specific web browsers, it can be found at the browsers' respective websites.
CCPA Privacy Rights (Do Not Sell My Personal Information)
Under the CCPA, among other rights, California consumers have the right to:
1. Request that a business that collects a consumer's personal data disclose the categories and specific pieces of personal data that a business has collected about consumers.
2. Request that a business delete any personal data about the consumer that a business has collected.
3. Request that a business that sells a consumer's personal data, not sell the consumer's personal data.
If you make a request, we have one month to respond to you. If you would like to exercise any of these rights, please contact us (hi@rillo.co)
GDPR Data Protection Rights
We would like to make sure you are fully aware of all of your data protection rights. Every user is entitled to the following:
1. The right to access – You have the right to request copies of your personal data. We may charge you a small fee for this service.
2. The right to rectification – You have the right to request that we correct any information you believe is inaccurate. You also have the right to request that we complete the information you believe is incomplete.
3. he right to erasure – You have the right to request that we erase your personal data, under certain conditions.
4. The right to restrict processing – You have the right to request that we restrict the processing of your personal data, under certain conditions.
5. The right to object to processing – You have the right to object to our processing of your personal data, under certain conditions.
6. The right to data portability – You have the right to request that we transfer the data that we have collected to another organization, or directly to you, under certain conditions.
If you make a request, we have one month to respond to you. If you would like to exercise any of these rights, please contact us (hi@rillo.co)
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