AI Features Overview
Relay is built AI-first. Every ticket benefits from intelligent analysis, helping you respond faster and more effectively. This guide introduces all AI capabilities.
What Powers Relay's AI
Relay uses advanced language models from Anthropic (Claude) and OpenAI to provide:
- Natural language understanding
- Contextual analysis
- Semantic search
- Intelligent suggestions
AI Models Used
| Task | Model | Why |
|---|---|---|
| Summaries | Claude Haiku | Fast, accurate |
| Sentiment | Claude Haiku | Nuanced understanding |
| Reply suggestions | Claude Sonnet | High-quality writing |
| Complex analysis | Claude Opus | Deep reasoning |
| Embeddings | OpenAI | Vector search |
AI Feature Overview
Automatic Features
These run automatically on every ticket:
| Feature | What It Does | When |
|---|---|---|
| Smart Summaries | 2-3 sentence ticket overview | On ticket creation |
| Sentiment Analysis | Detect customer mood | On every message |
| Priority Prediction | Suggest urgency level | On ticket creation |
| Tag Suggestions | Recommend relevant tags | On ticket creation |
On-Demand Features
Access these when you need them:
| Feature | What It Does | How to Access |
|---|---|---|
| Reply Suggestions | AI-generated response options | Sidebar or Cmd+R |
| Article Recommendations | Relevant KB articles | Sidebar |
| Similar Tickets | Find related past tickets | Sidebar |
| Comprehensive Analysis | All AI insights at once | "Analyze" button |
The AI Sidebar
When viewing a ticket, the AI sidebar shows:
┌─────────────────────────┐
│ 🤖 AI Insights │
├─────────────────────────┤
│ │
│ 📝 Summary │
│ "Customer is asking │
│ about return policy..." │
│ │
├─────────────────────────┤
│ │
│ 😊 Sentiment: Positive │
│ Confidence: 85% │
│ │
├─────────────────────────┤
│ │
│ 🎯 Suggested Priority │
│ Normal │
│ │
├─────────────────────────┤
│ │
│ 💬 Reply Suggestions │
│ [View 3 options] │
│ │
├─────────────────────────┤
│ │
│ 📚 Related Articles │
│ • Returns & Refunds │
│ • Shipping Policy │
│ │
├─────────────────────────┤
│ │
│ 🔗 Similar Tickets │
│ • #1234 - Return query │
│ • #1189 - Refund help │
│ │
└─────────────────────────┘
Quick Access
Keyboard Shortcuts
| Shortcut | Action |
|---|---|
Cmd/Ctrl + R | Get reply suggestions |
Cmd/Ctrl + Shift + A | Run comprehensive analysis |
From Ticket Actions
Click the ... menu on any ticket for AI options:
- Regenerate summary
- Get reply suggestions
- Find similar tickets
- Run full analysis
How AI Improves Over Time
Per-Ticket Learning
As conversations continue:
- Summaries update with new context
- Sentiment tracks changes
- Suggestions become more relevant
Organization-Wide
Over time, AI learns from:
- Your response patterns
- Successful resolutions
- Knowledge base content
- Common ticket types
Privacy & Data Usage
What AI Can See
- Ticket content (subject, description, messages)
- Customer information (name, email)
- Your knowledge base articles
- Historical ticket data
What AI Cannot See
- Payment/billing details (masked)
- Passwords (never stored)
- Private internal notes (not used for suggestions)
Data Handling
- Data processed securely via AI providers
- Not used to train AI models
- Compliant with privacy regulations
AI Feature Availability
By Plan
| Feature | Free | Pro | Business |
|---|---|---|---|
| Summaries | ✅ | ✅ | ✅ |
| Sentiment | ✅ | ✅ | ✅ |
| Priority prediction | ❌ | ✅ | ✅ |
| Reply suggestions | Limited | ✅ | ✅ |
| Article recommendations | ❌ | ✅ | ✅ |
| Similar tickets | ❌ | ✅ | ✅ |
| Comprehensive analysis | ❌ | ❌ | ✅ |
Usage Limits
AI features have usage limits to manage costs:
- Summaries: Unlimited
- Reply suggestions: Based on plan
- Check Settings → Usage for current limits
Getting Started with AI
Recommended First Steps
- Open a ticket and review the AI summary
- Check the sidebar for sentiment and suggestions
- Try reply suggestions on your next response
- Explore similar tickets for context
Quick Win
When you receive a complex ticket:
- Read the AI summary first (saves time)
- Check sentiment (calibrate your tone)
- Use suggested replies as starting points
- Reference similar tickets for solutions
AI Feature Deep Dives
Explore each feature in detail:
- Smart Summaries - Quick ticket overviews
- Reply Suggestions - AI-generated responses
- Sentiment Analysis - Understanding customer mood
- Priority Prediction - Urgency recommendations
- Tag Suggestions - Auto-categorization
- Article Recommendations - KB matching
- Similar Tickets - Finding related issues
- Comprehensive Analysis - Full AI insights
Troubleshooting AI
"AI features not loading"
- Check internet connection
- Verify AI is enabled in settings
- Check usage limits
"Suggestions seem off"
- AI improves with more context
- Check your KB content is up to date
- Report persistent issues to support
"AI is slow"
- Complex tickets take longer
- Check for service status
- Try refreshing the page