Relay Knowledge Base

Welcome to the Relay documentation. This knowledge base contains everything you need to get started with Relay, manage your support operations, and get the most out of our AI-powered features.

Quick Navigation

Getting Started

• Quick Start Guide - Get up and running in 15 minutes
• Onboarding Checklist - Complete setup walkthrough
• Core Concepts - Understanding tickets, customers, and organizations
• Navigation Overview - Dashboard layout and keyboard shortcuts
• User Roles & Permissions - Admin vs Agent capabilities

Ticket Management

• Smart Inbox - AI-triaged ticket columns
• Creating Tickets - Manual and automatic ticket creation
• Ticket Views & Filters - Organizing your workflow
• Saved Views - Custom view management
• Bulk Operations - Mass actions on tickets
• Ticket Lifecycle - Status transitions and archiving

Conversations

• Threaded Conversations - How conversation threading works
• Reply Types - Public replies vs internal notes
• Rich Text Editor - Formatting and mentions
• Attachments - File uploads and management
• Multi-Channel Replies - Replying across channels

AI Features

• AI Overview - What AI powers and how it works
• Smart Summaries - Automatic ticket summaries
• Reply Suggestions - AI-generated responses
• Sentiment Analysis - Understanding customer mood
• Priority Prediction - AI-suggested urgency
• Tag Suggestions - Auto-generated tags
• Article Recommendations - KB suggestions
• Similar Tickets - Finding related issues
• Comprehensive Analysis - One-click full analysis

Knowledge Base Management

• Creating Articles - Writing and publishing
• Collections - Organizing articles
• Search Optimization - How search works
• Article Feedback - Tracking usefulness
• Public Help Center - Customer-facing setup

Integrations

• Integration Overview - Available integrations
• Email
  • Email Setup - Connecting email
  • Email Routing - How emails become tickets
  • Outbound Email - Sending emails
• Shopify
  • Shopify Connection - OAuth setup
  • Customer Sync - Syncing customer data
  • Order Context - Order data in tickets
• Stripe
  • Stripe Setup - Connecting Stripe
  • Payment Data - Viewing payment info
  • Refunds - Processing refunds
• Slack
  • Slack Setup - OAuth installation
  • Message Routing - Slack to tickets
  • Slash Commands - Available commands
• SMS
  • SMS Setup - Twilio configuration
  • SMS Routing - Inbound/outbound SMS
• WhatsApp
  • WhatsApp Setup - Meta Cloud API
  • Templates - Message templates
  • Conversation Windows - 24-hour rules
• Widget
  • Widget Installation - Adding to your site
  • Widget Customization - Styling options
  • Pre-Chat Forms - Collecting info upfront
• Migrations
  • Zendesk Migration - Importing from Zendesk
  • Freshdesk Migration - Importing from Freshdesk

Automations

• Automation Overview - Triggers, conditions, actions
• Event-Based Automations - Ticket events
• Time-Based Automations - Scheduled actions
• Building Conditions - AND/OR logic
• Automation Recipes - Common workflows

Macros

• Creating Macros - Building saved actions
• Using Macros - One-click application
• Variables - Dynamic data insertion

SLAs

• SLA Policies - Creating response time rules
• Business Hours - Working hours setup
• SLA Tracking - Monitoring compliance
• Breach Alerts - Notification configuration

Analytics & Reporting

• Dashboard Overview - Key metrics explained
• Ticket Trends - Volume analysis
• Agent Performance - Productivity metrics
• Response Time Analysis - Performance metrics
• Customer Satisfaction - Rating aggregation
• Custom Reports - Building reports

Administration

• Organization Settings - Branding and domain
• User Management - Team members and roles
• Business Hours - Timezone configuration
• Widget Configuration - Widget settings
• Notifications - Alert configuration

API & Developers

• API Overview - Architecture and access
• Authentication - API keys for REST access
• Webhooks - Inbound webhook setup
• REST Endpoints - Direct API access
• Code Examples - Common use cases

Troubleshooting

• Common Issues - FAQ-style solutions
• Integration Issues - Channel-specific problems
• Error Messages - What they mean
• Contact Support - Getting help

Best Practices

• Inbox Zero - Managing ticket volume
• Effective AI Usage - When to use which feature
• Team Collaboration - Working together
• Automation Strategy - Building workflows
• Knowledge Base Tips - Writing great articles

Need Help?

• In-App Support: Click the help icon in the bottom right corner
• Email: support@relay.app
• Community: Join our Discord community

Last updated: January 2026