Meet Sage!

Your AI assistant in the Reltio Support Portal

Sage is the new AI chat experience inside the Reltio Support Portal.

Where to find Sage

1. Log into the Reltio Support Portal.
2. Click the messaging widget (chat bubble) in the bottom-right.
3. Sage will greet you and show quick actions based on your portal permissions.
    

What Sage can help with

Depending on your access level, Sage can help you:

• Ask a product question (how-to, troubleshooting, guidance)
• Find the right support content (Support Articles and docs portal)
• Check the status of an Enhancement Request
• Start support workflows
  • For eligible users, this includes options like Create a Task Ticket or Report a problem
     

Why do the options look different for different users

Sage reads your Support Portal role and only shows actions you’re allowed to run.

If you are a Designated Contact

You’ll see a broader set of actions, including ticket-related options:

• Report a Problem
• Create a Task Ticket
• Ask a product question
• Designated Contact Information
  • List Designated Contacts
  • List Designated Contact Admins
• Check the status of an Enhancement Request

This aligns with the permission model: Designated Contacts can do what Regular Users can do, plus open new support tickets. 

If you are not a Designated Contact (Regular User)

Sage will explicitly tell you you’re not permitted to open a ticket and will instead guide you to options like:

• List Designated Contacts
• List Designated Contact Admins
• Ask a product question
• Check the status of an Enhancement Request
   

That matches the portal permissions: Regular Users can log in and participate (ex: be CC’d), but cannot open new tickets. 

Support Portal roles (quick definitions)

Here’s the practical breakdown of roles and what they can do:

• Regular User
  • Can log in, participate, and be CC’d on tickets
  • Cannot open new tickets 
• Designated Contact
  • Can do everything a Regular User can do
  • Can also open new support tickets 
• Designated Contact Admin
  • Can manage the organization’s Designated Contacts list
  • Cannot open tickets unless they are also a Designated Contact 
  • Does not count toward your Designated Contact allotment 
     

How to get access if you need to open tickets

If Sage says you’re not a Designated Contact:

1. In Sage, choose List Designated Contact Admins.
2. Contact one of your Designated Contact Admins and request to be added as a Designated Contact.

Operational notes that matter:

• For new customers, the primary customer contact is typically assigned the Designated Contact Admin permission. 
• For existing customers, your organization may need to tell Reltio who should be the Designated Contact Admin. 
• If you need to add/remove people from the Regular Users list, that currently requires opening a support ticket with the user details. 
  
   

Privacy and safe usage

The widget indicates the chat is recorded and subject to the portal's privacy notice. Treat Sage like any support channel:

• Don’t paste secrets (passwords, tokens, private keys).
• If the issue involves sensitive data, use the appropriate support workflow instead of sharing details in chat.
  
   

Troubleshooting

• “Sage says I can’t open a ticket.”
  You’re likely a Regular User. Use List Designated Contact Admins and request Designated Contact access. 
   
• “I don’t see the widget.”
  Refresh the page, try an incognito window, and disable ad/script blockers for the Support Portal domain.
  
   

Related documentation

Reltio Support Portal Roles and What You Can Do: https://support.reltio.com/hc/en-us/articles/42094963663629-Reltio-Support-Portal-Roles-and-What-You-Can-Do

Configure designated contacts in the Support Portal: https://docs.reltio.com/en/reltio/whats-in-the-box/whats-in-the-box-at-a-glance/technical-assistance-at-a-glance/technical-assistance-operations/get-help-in-support-portal/support-portal-designated-contacts/configure-designated-contacts-in-the-support-portal

Sage - Reltio's support AI assistant: https://docs.reltio.com/en/reltio/whats-in-the-box/whats-in-the-box-at-a-glance/technical-assistance-at-a-glance/technical-assistance-operations/get-help-in-support-portal/sage---reltios-support-ai-assistant