Rilo escalates account, billing, and security actions
Rilo will not perform the following actions. If you ask for one, Rilo responds right away with a pointer to support@riloworks.com (or your customer portal) instead of attempting it:- Billing — resolving billing issues
- Payments — making or changing payments
- Refunds — issuing refunds
- Subscription or plan changes — changing what you pay for
- Account security — security settings or incidents on your account
- Credentials — resetting or changing passwords, keys, or logins
- Admin access — granting, changing, or escalating account access
Rilo gates the action, not the topic
The boundary is about the action you’re asking Rilo to take, not the subject you mention. Asking Rilo to read, summarize, draft about, or analyze billing, accounts, or security information is ordinary knowledge work and Rilo will do it. Asking Rilo to change your account, billing, or security is what gets escalated.| Request | What Rilo does |
|---|---|
| ”Summarize our invoices from last quarter.” | Completes it — reading and summarizing is information work. |
| ”Summarize the payment terms in this vendor contract.” | Completes it — reading and summarizing is information work. |
| ”Find the invoice for order 1182.” | Completes it — searching your tools is fine. |
| ”Change our billing details.” | Escalates to support@riloworks.com — Rilo doesn’t make billing or plan changes. |
| ”Refund this customer.” | Escalates to support@riloworks.com — Rilo doesn’t process refunds. |
| ”Reset my password.” / “Add this person as an admin.” | Escalates to support@riloworks.com — Rilo doesn’t change account security or access. |