A support service built layer by layer, and delivered by people.
The PeerSupport page tells you what we do. This is the how — the working parts beneath every conversation, from the advocates on shift to the way each chat is trained, matched, and protected. Every layer below exists to do one thing: put a real, trained human on the other end, any hour of any day.
The part that matters most
Who's on the other end
Trust comes down to three things: who's in the conversation, how they're trained, and how the conversation is protected. PeerSupport is built so the answer is the same every time — a real, trained person, in a space that keeps the participant safe.
Confidential & human by design
Real people. Purpose-built training. Protected conversations.
No chatbots, no scripts, no AI-generated replies in a support conversation — ever. That's a core tenet of how we operate, not a feature we toggle.
Real humans, not bots
Every conversation connects a participant with a trained Support Advocate. No chatbots, no automated scripts, no AI-generated responses.
Purpose-built training
Advocates are trained specifically in open discourse, empathy, and well-being support — so conversations stay grounded and genuinely helpful.
Confidential by design
Conversations are anonymous and judgment-free, with no login required. People can reach out without worrying about who finds out.
Quality assurance, daily
A quality assurance analyst reviews interactions every day to confirm Advocates are holding to the training and certification they earned.
Matching
Always two advocates deep — and reinforced when a room gets busy
Our advocate crew runs two advocates deep at every hour of every day. Through our nonprofit and volunteer partners, we add two more trained advocates on top of that. When a topic room fills up, the platform sends dynamic advocate invitations — advocates already in the room can pull in others so no advocate is ever over-taxed, and every person in the room stays well served.
Consistency you can count on
How we keep quality high
Great support isn't a one-time hire — it's maintained. Two layers keep every advocate sharp: ongoing quality checks in the flow of real work, and a full certification program behind them.
Assurance
Coaching that happens in the moment, not once a quarter
Our Edu-bot sends short training prompts and practice conversations to advocates two or three times an hour — a private tool for the advocate team, never something a participant sees.
- Brief, roughly three-minute check-in interactions that fit between real conversations
- Structured advocate evaluations returned after each check
- Results shared with the advocate and their team so growth is constructive, not punitive
Center
A certification program, open around the clock
Advocates train and certify through our custom learning platform, the Online Advocate Learning Center — the same certification the daily quality checks hold them to.
- The "Online Wellness Advocate" certification path
- Self-paced courses available 24/7
- Client-specific training programs when a partner needs them
- Training-bot integration directly into existing PeerSupport channels
Designed around your community
What the experience feels like
A participant should land somewhere that feels made for them. Two layers shape that: how the space is organized, and the resources an advocate can hand over inside a conversation.
Management
One shared space by default — or as many topic rooms as you need
PeerSupport opens into a single shared peer space. From there, every account can add any number of topic rooms, titled for whatever matters to your community. Rooms let visitors self-segment, and they give advocates a topical lead for how to open a conversation.
- Name rooms for any area of interest your peer group cares about
- Participants find their people instead of one undifferentiated feed
- Topics can be updated or changed at any time, on request
Cards
The right resource, dropped into the chat at the right moment
Advocates can share resource cards directly in a conversation. They search dynamic card libraries — your organization's own, or national and global resources — and thread the right card into the chat whenever it helps. Cards are fully customizable to your organization.
Your title goes here
A short summary that tells the participant exactly what this resource offers and why it's worth a look.
Your call to actionThe engine behind 24/7/365
How it stays staffed and ready
"Always on" only works if the people behind it are supported too. The workforce layer is how advocates manage their time, cover for each other, and get paid for what they give.
Management
One dashboard that keeps advocates — and coverage — organized
Every advocate works from a dashboard built as the focal point for their PeerSupport workflow, keeping several threads in view at once.
- Schedule on-call times and interaction times
- Request time off, with shift coverage handled so a room is never left empty
- Track volunteered hours and time cards for payment
Wherever your people are
Available everywhere, in their own language
Support shouldn't stop at a border or a language. The globalization layer makes PeerSupport accessible worldwide — while keeping every conversation inside our systems.
24 languages, translated in real time
The whole PeerSupport platform is accessible globally, with real-time translation across 24 languages — each participant reads and writes only in their own language, with the translation handled invisibly.
Where AI fits — and where it never does
Translation and advocate training run on our own RivaraAI stack: an internal small language model with fully configurable, directed LLM tooling. Conversations never leave our company's control or systems, and chat data is purged regularly to keep every participant anonymous. One rule holds across everything we build: we never put a participant in direct contact with AI. AI only ever powers team education and productivity tooling behind the scenes. Every service we offer is centered on human-delivered support.
See the layers at work
The fastest way to understand PeerSupport is to experience a live conversation — or talk through how the layers would map to your community.