Rentvine Support Experience — FAQ
Starting August 26th, Rentvine is rolling out a new in-product support experience. Property managers will be able to chat 24/7 with Vinnie, an AI support agent, right inside Rentvine — and can escalate to a human at any time. Inbound phone support is also launching for the first time (M–F, 10 AM–5 PM EST), giving quick triage on urgent questions.
What's changing about Rentvine support? We're launching a new support experience built right into the product. You'll be able to chat with Vinnie, our AI support agent, anytime — 24/7 — without leaving Rentvine. Phone support is also new: call in for quick triage on your most pressing questions. Email and Help Center chat will remain available as always.
How do I chat? On August 26th, you'll see a button inside Rentvine that says "Support." Click it to launch a conversation with Vinnie. Then ask to speak to a human if Vinnie doesn't answer your question.
Who is Vinnie? Vinnie is our AI support agent. He'll be able to answer most common questions instantly using our full knowledge base and help troubleshoot day-to-day issues. If he can't solve something, he'll automatically hand you off to a member of our human support team — no extra step on your end.
Do I have to use Vinnie? Can I still reach a human? Yes, you'll always be able to reach a human. Vinnie will be your first stop, not your only stop. If he can't answer your question, he'll route you to our team. You'll also be able to request a human directly at any time, whether you're chatting, calling, or emailing.
Is phone support new? Yes. Inbound phone support will be a brand-new channel for quick, time-sensitive questions. Call in and get triaged straight to the right help. If your issue needs more digging, our team will take it from there and work it behind the scenes, so you're not stuck on hold.
How can I use the phone line? On August 26th, we'll send the phone number out to all customers. Please be aware that we may get a high volume of calls on launch day, as folks are excited to try it out — we'll do our best to keep wait times down! Our phone line is a triage line meant for quick questions. If your call turns out to need something more technical or in-depth, we'll triage it during the call and open a case if it requires more time to resolve.
Why should I add my phone number to my profile? Adding your phone number under My Profile → Edit Profile will mean we recognize you the instant you call — no need to spell out your account details first. It's optional, but it'll make phone support faster.
Data, Migration & Open Conversations
What happens to tickets or conversations I have open before launch? Any ticket or case that's already open before launch will continue to be handled by our team through to resolution — you won't need to resubmit anything or start over. You might notice a new email thread or a different style in the email thread as you continue engaging with our team, but the conversation itself will pick up right where it left off.
Will you lose any of my past support history? No. Your past support history isn't going anywhere. Anything you've submitted through our previous channels will remain on file, and our team can pull it up for you if you need to reference it. Going forward, new conversations started after launch will be viewable directly in your in-app history in Rentvine.
How the New Experience Works
What if Vinnie gives me an answer that doesn't fully solve my problem? Just let him know — you'll be able to ask to be connected with a human at any point, and your conversation history will carry over so you won't have to start from scratch.
Will I get updates by email if I chat with Vinnie in-app? Yes. If your conversation is handed off to a human team member, you'll receive updates both in-app and by email, so you're covered no matter where you check back in.
Is support available outside business hours? In-app chat with Vinnie will be available 24/7. Phone support will be available Monday–Friday, 10 AM–5 PM EST. Vinnie may also answer phone calls after hours or during high-volume periods to help with common troubleshooting.
What if something isn't working right after launch? We've tested this thoroughly, but as with any new system, there may be a few rough edges to smooth out as real conversations start coming in. If something doesn't feel right, let us know — we'll be watching closely and will adjust quickly.
Will this change how much it costs to get support, or affect my plan? No. This is a change to how you access support, not a change to your plan or pricing.
Who do I talk to if I have feedback on the new experience? We'd love to hear it. Reach out through any of our support channels — in-app chat, phone, or email at support@rentvine.com — and let us know what's working and what isn't.
Tenants, Owners & Applicants
Does this change impact support for tenants, owners, or applicants? No — this change is focused on property manager support. For account-specific questions (like rent payments, maintenance requests, or owner statements), the best first point of contact will always be the property management company directly, as they manage those account details.
If a tenant, owner, or applicant does reach out to us over email or Help Center chat, we'll be happy to assist as best we can. The phone line, however, will be reserved for property managers using Rentvine — it won't be a support channel for tenants, owners, or applicants, and calls from these personas will be redirected back to their property management company.