Introduction
The shortest path to getting Relay working.
This page gives you the quickest mental model for how Relay is structured and what you need to configure first.
How Relay is organized
- A workspace is your team. It holds your agents, settings, and API keys.
- A product is something you support — a SaaS product, a website, an app. A workspace can have several. Products decide which knowledge base and AI context apply, and they're how you filter and report.
- An inbox is a channel customers reach you on: the web widget, a WhatsApp number, or a Gmail mailbox. Every inbox routes to one product, so new conversations arrive already tagged.
Read Products and routing once — it's the one concept the rest of the setup leans on.
Quick start
- Create your workspace. Onboarding asks for a name and your first product.
- Go to Settings → Products to add more products, or to open a product and adjust its details.
- Go to Settings → Inboxes → Widgets, create a widget, connect it to a product, and copy its install snippet.
- Go to Settings → Inboxes and check Product routing — every inbox should point at a product.
What you need to fill in
For a product, in Settings → Products, the minimum is:
- Product Name
These are optional, but useful:
- Website: shown in the dashboard and used to suggest a widget name.
- Description: gives the AI agent context about what the product does.
- Ticket Prefix: how helpdesk ticket ids for this product are numbered.
Keeping users on the same conversation
Prefer support pages inside your own product instead of a floating widget? The embed renders the helpdesk, feature requests, changelog and campaign banners into your pages with one script.
Widget chat needs no identity. To keep a signed-in user on the same conversation across browsers and devices, pass a per-user customer token — a value your backend generates, no signing required. To let signed-in users see and raise tickets in the widget, have your server sign a short-lived identity token with the product's Relay Secret.
Use cases
Some kinds of product come with extra surfaces and settings. Turn them on in Settings → Workspace → Use Cases; the rest of the dashboard stays the same.
- Building Shopify apps — the embed, signed shop identity, Partners.
Third-party services (Slack, Shopify, Shopify Partners) are connected from Settings → Integrations; Shopify is switched on per product.
If you have not configured a product yet, continue to Setup.