Onboarding Checklist
A comprehensive checklist to fully set up your Relay workspace. Complete these steps to unlock the full power of AI-native support.
Phase 1: Foundation (Day 1)
Account Setup
- Create your organization
- Upload your company logo
- Set your timezone
- Configure business hours
Team Setup
- Invite all team members
- Assign appropriate roles (Admin/Agent)
- Have team members complete their profiles
Primary Channel
- Connect your main support email
- Send a test email to verify
- Verify tickets are being created
Phase 2: Channels & Integrations (Day 2-3)
Communication Channels
- Email: Configure additional email addresses if needed
- Widget: Install chat widget on your website
- Slack: Connect Slack for internal team notifications
- SMS: Set up Twilio for SMS support (optional)
- WhatsApp: Connect WhatsApp Business (optional)
Business Integrations
- Shopify: Connect for customer/order context
- Stripe: Connect for payment information
- Other integrations as needed
Migration (if applicable)
- Import from Zendesk
- Import from Freshdesk
- Verify imported data
Phase 3: Knowledge Base (Day 4-5)
Content Creation
- Create your first collection (e.g., "Getting Started")
- Write 5-10 foundational articles
- Add articles addressing top FAQs
- Review and publish articles
Help Center Setup
- Configure help center appearance
- Set up custom domain (optional)
- Test public help center access
Phase 4: Workflow Optimization (Week 2)
Ticket Management
- Create saved views for common filters
- Set up ticket tags taxonomy
- Configure ticket types (question, bug, feature, task)
SLAs
- Define SLA policies by priority
- Configure business hours for SLA calculations
- Set up breach notifications
Automations
- Create auto-assignment rules
- Set up auto-tagging automations
- Configure escalation workflows
- Build notification automations
Macros
- Create macros for common responses
- Build macros for common actions
- Share macros with team
Phase 5: AI Optimization (Week 2-3)
AI Features
- Review AI summary quality on sample tickets
- Test reply suggestions and refine expectations
- Verify sentiment analysis accuracy
- Check article recommendations relevance
Fine-Tuning
- Add more KB articles to improve recommendations
- Tag tickets consistently for better AI learning
- Review and adjust priority predictions
Phase 6: Analytics & Reporting (Week 3-4)
Dashboard Setup
- Review default dashboard metrics
- Identify key KPIs for your team
- Create custom reports as needed
Performance Tracking
- Set baseline metrics for response times
- Configure agent performance tracking
- Set up customer satisfaction tracking
Phase 7: Go Live Checklist
Pre-Launch
- Test all channels end-to-end
- Verify integrations are syncing correctly
- Ensure team is trained on the platform
- Review and publish knowledge base
- Test widget on production site
Launch Day
- Monitor first batch of tickets
- Address any configuration issues
- Gather team feedback
- Document any needed adjustments
Post-Launch (Week 1)
- Review analytics for trends
- Adjust automations as needed
- Add more KB articles based on common questions
- Refine saved views based on actual usage
Success Metrics
Track these metrics to measure your Relay implementation success:
| Metric | Target | How to Measure |
|---|---|---|
| First Response Time | < 4 hours | Analytics → Response Times |
| Resolution Time | < 24 hours | Analytics → Resolution |
| Customer Satisfaction | > 90% | Analytics → Satisfaction |
| AI Suggestion Usage | > 50% | Usage metrics |
| KB Article Coverage | > 80% of FAQs | Manual review |