Setup

This page walks you through the minimum Relay setup in the same order most teams actually use it.

1. Create your product

If you just created the workspace, onboarding already made your first product, a widget, and an inbox — skip to step 3.

Otherwise go to Settings → Products and click New Product. At minimum, fill in:

• Product Name

You can also add:

• Website
• Description — a sentence or two about what the product does; the AI agent uses it
• Ticket Prefix and Start Number — how helpdesk tickets for this product are numbered

Use one product per thing you support. If you support several, create each one now — routing in step 3 needs them.

2. Create a widget if you need one

Go to Settings → Inboxes → Widgets and create a widget if you want the Relay chat widget on your site or in your app.

The minimum useful fields are:

• Name
• Website URL, if you want the destination site tracked in the UI

Then:

• Connect to Product — pick the product this widget serves. This is what routes the widget's conversations.
• Turn on Knowledge Base and choose which one the widget shows.
• Turn on Helpdesk if you want customers to see and raise tickets inside the widget.

Copy the install snippet Relay shows you; the Chat widget page covers the options.

3. Route your inboxes

Go to Settings → Inboxes. The Product routing card lists every inbox — widgets, WhatsApp numbers, Gmail mailboxes — with a product picker. Make sure each one points at a product.

Widgets are usually already routed (they follow Connect to Product). WhatsApp numbers and Gmail mailboxes route themselves in a single-product workspace; if you have several products, pick one here after connecting the channel.

If the card doesn't show, every inbox already routes to your only product and there's nothing to decide. See Products and routing for what routing does.

4. Sign identities for the helpdesk (optional)

If customers should see and raise tickets in the widget, turn on Helpdesk on the widget and have your server sign a short-lived identity token with the product's Relay Secret (Settings → Products → your product → Identity → Generate). Identity verification has the claims and copy-paste examples; it takes about ten lines of server code.

Setup checklist

• A product exists in Settings → Products.
• The widget is created and connected to a product, if you need one.
• Every inbox has a product in Settings → Inboxes → Product routing.
• If you use the widget helpdesk, a Relay Secret exists and your server signs identity tokens with it.

Building a Shopify app? Continue with Building Shopify apps for the embed, signed identity, and Partners. Slack, Shopify, and Shopify Partners are all connected from Settings → Integrations.