Quick Start Guide

Get Relay up and running in 15 minutes or less. This guide walks you through the essential setup to start managing customer support.

Prerequisites

• A Relay account (sign up at relay.app)
• Access to your support email inbox
• 15 minutes of your time

Step 1: Create Your Organization (2 min)

After signing up, you'll be prompted to create your organization:

1. Enter your organization name (your company name)
2. Choose a slug (used in your help center URL)
3. Click Create Organization

Tip: You can customize branding later in Settings.

Step 2: Invite Your Team (2 min)

Add team members who will handle support:

1. Go to Settings → Users
2. Click Invite User
3. Enter their email address
4. Select their role:
   • Admin: Full access including settings and integrations
   • Agent: Can handle tickets and use AI features
5. Click Send Invite

Step 3: Connect Your Email (5 min)

Email is the most common support channel. Connect it to start receiving tickets:

1. Go to Settings → Integrations
2. Click Email
3. Choose your email provider or enter IMAP settings
4. Authorize the connection
5. Test by sending a test email

What happens next: Incoming emails automatically create tickets in your inbox.

Full email setup guide →

Step 4: Explore the Smart Inbox (3 min)

Your tickets appear in the Smart Inbox with three columns:

Try These Actions

1. Click a ticket to open the detail view
2. View AI insights in the right sidebar (summary, sentiment, suggested replies)
3. Reply using the composer at the bottom
4. Use AI suggestions by clicking a suggested reply

Step 5: Send Your First Reply (3 min)

1. Open any ticket
2. Review the AI Summary to understand the issue quickly
3. Check Suggested Replies for AI-generated response options
4. Click a suggestion to use it, or write your own
5. Click Send to reply

Tip: Use Cmd/Ctrl + Enter to send quickly.

You're Ready!

You've completed the basics. Here's what to explore next:

Recommended Next Steps

1. Set up more integrations - Connect Shopify, Slack, or SMS
2. Create saved views - Organize tickets your way
3. Build your knowledge base - Help customers self-serve
4. Configure SLAs - Set response time expectations
5. Create automations - Automate repetitive tasks

Keyboard Shortcuts

Need Help?

• Check the Common Issues guide
• Contact support at support@relay.app

Next: Onboarding Checklist →