Relay
Live demo
Live demoFully clickable, running on sample data→

Support that answers in minutes, not hours.

Relay reads every ticket, drafts a reply from your own help center and checks it against your rules. Your team approves in one click, and autopilot handles the easy ones.

Open the live demoChat as a customer

No sign-up. The demo runs in your browser with tickets from Fernway Outdoor, a fictional store.

41%

of tickets resolved by AI in the demo workspace

3

languages answered natively: English, Spanish and German

4h 12m → 13m

average first response, before and after Relay

11

help-center articles behind every answer, always cited

Numbers from the Fernway demo workspace. Fictional store, working product.

How it works

From new ticket to resolved, in four steps.

Relay sits between your inbox and your team. It does the reading, the looking up and the first draft. People keep the judgment calls.

  1. Step 01

    Every ticket, sorted on arrival

    Relay detects the language, the intent and the mood, matches the order and starts the SLA timer. The queue is sorted before anyone opens it.

    LH

    Lucas Hoffmann

    Germany · Email · Zelt beschädigt angekommen

    Hallo, mein Alpenglow Zelt (Bestellung FW-20455) ist beschädigt angekommen. Eine Stange ist gebrochen und die Verpackung war eingedrückt. Ich habe Fotos gemacht. Was kann ich tun?

    Triage

    Language
    German
    Intent
    Damaged itemalso: where is order
    Mood
    Calm
    Order
    FW-20455 · Alpenglow 2P Tent
    SLA
    3h 22m left

  2. Step 02

    A reply drafted from your facts

    Drafts use only what is in your help center, with the sources cited, a confidence score and the next step: a refund, a replacement, a return label or an apology code.

    EL

    Emma Laurent

    France · Live chat · Quelle taille ?

    Hello, sorry for my English. I want to buy the Trailhead boots, I am usually size 39. Which size do you recommend?

    AI draft98% confident

    Our hiking boots run a little small, so we recommend going half a size up1: if you're usually a 39, the 39.5 or 40 will fit best with hiking socks.

    1 Sizing guide

    Boot advice = half a size up

    Other drafts suggest Refund $349 Ship free replacement Return label 10% apology code

  3. Step 03

    Checked against your rules

    Legal or chargeback language goes straight to a person. Large refunds wait for approval. Upset customers lower the confidence, so they get a closer look.

    DP

    Daniel Price

    United States · Live chat · Charged twice??

    I just checked my bank and I was charged TWICE for order FW-20466. This is ridiculous, I've been a customer for years. Fix this now or I'm filing a chargeback.

    Escalated to a person
    • Risk word chargebackLegal and payment disputes always go to a human
    • Customer is upsetConfidence lowered by 12 points, apology added
    • Draft kept for the agentOne payment captured, the other is a pending hold

  4. Step 04

    Autopilot for the easy ones

    Pick the topics Relay may resolve on its own and how sure it has to be. Preview the effect on last month before you switch it on.

    AutopilotOn
    • Where is my order
    • Return
    • Refund status
    • Sizing
    • Damaged item
    • Billing
    Send on its own above72%
    Preview on last month41% resolved alone

Multilingual

Your customers write in their language. Relay answers in it.

Write your help center once, in English. Relay detects English, Spanish and German and replies in the language the customer used, with the same facts and the same rules.

  • Language, intent and mood detected per message
  • Policies and facts shared across every language
  • Greeting and sign-off adapted to each language and tone
LH

Lucas Hoffmann

Germany · Email

Hallo, mein Alpenglow Zelt (Bestellung FW-20455) ist beschädigt angekommen. Eine Stange ist gebrochen und die Verpackung war eingedrückt. Ich habe Fotos gemacht. Was kann ich tun?

Damaged itemDetected: German
Reply in GermanSource: Damaged or defective items (English)79%

Hallo Lucas, es tut mir leid, dass Ihr Zelt beschädigt angekommen ist. Ich habe für FW-20455 einen kostenlosen Ersatz per Express veranlasst. Sie müssen das beschädigte Teil nicht zurückschicken. Falls Sie lieber eine Erstattung möchten, sagen Sie einfach Bescheid. Viele Grüße Fernway Support

Ship free replacement Waits for review: damaged items are off autopilot

The product

Everything a support lead needs. Nothing they have to babysit.

An inbox, a knowledge base, autopilot rules, analytics and a customer chat widget. All of it works in the demo.

Knowledge

Answers come from facts you control. Change the return window once and every future draft, in every language, uses the new value.

Returns and exchanges

Return window (days)
Return shippingfree

Next draft

No problem. You have 30 days to return or exchange, and return shipping is on us. I've emailed a prepaid label for FW-20502.

Knowledge gaps

When Relay can't find an answer, it says so, hands the ticket to a person and logs the question.

  • Do you ship to Norway?7x
  • Can I rent a tent for a weekend?4x
  • Is the rain jacket PFAS-free?3x
Your team stays in charge

Approve, edit, switch the tone or escalate. Every draft is a suggestion until someone you trust sends it.

Hi Megan, I checked FW-20418: the parcel is with UPS and was held at a regional hub, so tracking paused. I've flagged it with the carrier as time-sensitive. Happy trails, Fernway Support
SLA timers

Every ticket carries a countdown, so the urgent ones surface before they turn into complaints.

  • DEAdresse ändern
  • ENJacket still hasn't arrived
  • ESDevolver botas
Try it as a customer

Play the customer in a chat widget, ask anything, and watch the inbox react in real time.

Do I pay customs in Austria?

Nothing extra to pay: prices for EU addresses already include VAT and import duties.

Open the chat widget

Guardrails

Fast where it's safe. Human where it matters.

The AI writes the draft. Your rules decide whether it ships. Every decision comes with the reason, so nobody has to guess why a ticket landed on their desk.

  • always

    Legal and chargeback words go to a person

    Lawyer, lawsuit, chargeback, dispute, complaint, fraud. Caught in Spanish and German too, like abogado or Anwalt.

  • > $150

    Refunds over your limit need approval

    Relay can suggest a refund of any size, but above the limit (150 dollars in the demo) a human signs off.

  • -12 pts

    Upset customers get a closer look

    Anger lowers confidence by 12 points and adds an apology line, so borderline cases fall back to review.

  • opt-in

    Autopilot only on topics you pick

    Everything else is drafted for review and never sent on its own.

  • 72%

    A confidence bar it has to clear

    Drafts below your threshold wait for an agent, with the reason spelled out.

  • no guessing

    No facts, no answer

    If the help center doesn't cover it, Relay hands over to a teammate instead of guessing.

Refund for sleeping bag

Ava Thompson · T-1037

  • No legal or chargeback words
  • No refund over the $150 limit
  • Customer mood: calm
  • Refund status is on autopilot
  • Confidence 85%, threshold 72%

Sent by autopilot

Answered in seconds, logged in the activity feed

Results · demo data

Same team, same ticket volume. Very different month.

Fernway switched Relay on 18 days ago. These numbers come from the demo workspace's 30-day history, before and after.

Resolved by AI
41%Share of tickets closed by autopilot once fully on
First response
13 minDown from 4h 12m before Relay
Customer satisfaction
4.6/5Up from 4.0
Agent time saved
88 hAbout $2,100 at $24 an hour, in 18 days

Tickets per day, last 30 days

Resolved by AI Handled by the team
Relay switched on
30 days agoToday

Demo data generated for the fictional Fernway workspace. Time saved assumes 6.5 minutes per ticket.

Try it on a full inbox.

The demo is the product. Approve a draft, change a policy, switch on autopilot, then chat as a customer and watch the inbox react.

Open the live demoChat as a customer