Relay Panel is one inbox for every way a customer reaches you, an assistant that answers from your own catalogue and cites it, and a person in charge of everything that matters. Here is what that means on a Tuesday afternoon.
Email, live chat, your contact form and the phone — one list, one history per person, and one screen to learn.
Forward your support address and reply from your own domain, signed with your own DKIM. Several addresses if you have them, each with its own name and department.
The widget reads which product they are looking at, so “is this in stock?” is a question it can answer without asking which one.
Two lines of HTML on your Contact page. Submissions arrive as ordinary conversations — assignable, answerable, closable.
Recordings, voicemail and who rang, filed beside their orders and emails.
Sales, support and quotes as separate doors, each replying from its own address. Moving a thread between them changes the address it leaves from.
Internal notes nobody outside sees, snooze until Monday, and a thread that says whose desk it is on.
Type #shipping and the answer you are tired of typing goes in — greeting them by name, with their order number already in it. What nothing can know is left as a visible blank with the cursor on it, so a half-written reply never goes out reading as a finished one.
Every factual reply rests on something from your own site and carries the link. When it cannot find one it hands over — it does not write a plausible answer more slowly.
The page, product or policy behind an answer is shown on the reply. You can check it in one click, and so can the person who wrote it.
Read at the moment somebody asks, never from a cache. What the warehouse says is what the customer is told.
Lifetime spend, what they bought before, the address on the last order. A returning contractor is answered like one.
Nothing reaches a customer without a person, unless you switch that on — and even then only where the answer is grounded.
Reject a draft with a reason and that sentence becomes an instruction for your company. Visible and removable in Settings.
It never refunds, never cancels, never quotes freight and never claims to be human. Those are missing code paths, not switches on a settings page.
The whole product is built so that the expensive mistakes are impossible rather than unlikely.
Every write to your store is queued: what it will do, to whom, and what it used to decide. Approve, or reject with a reason.
“Talk to a person” works from the first message. No qualifying questions, no form, no hours you have to be inside.
By name, in the customer's own thread. Silence after “someone will take it from here” is indistinguishable from being dropped.
A pallet to a commercial address is quoted by hand, whatever the automation ceiling is set to.
Your week, your timezone and your statutory holidays. Outside them a customer gets a straight answer instead of silence — even with the assistant switched off.
No merchant can delete their own account; closing goes through a person. There is a test that fails if a route for it ever appears.
Not a support department. The screens assume you are answering between other work, and that you will be doing it from a phone about half the time.
Close a conversation a person had to save and the answer becomes knowledge — cited afterwards like a page off your site.
Clustered, so twelve people asking the same thing is one row saying twelve. Answer it once and it is answered forever.
The same application everywhere, with push so a customer waiting reaches somebody while the laptop is shut.
Owner, admin and agent. An owner cannot be removed by accident, because losing the last person who can grant permissions is the one mistake nobody can undo.
How many were handled without a person, median first reply, what is waiting on you, and how many drafts you sent back.
Your server, your database, your backups. Free, and staying that way.
The honest test of an assistant is a question only your store can answer. Join the waitlist and you will get one email when signups open — nothing else.
Everything above is running today. What is next is on the roadmap, including the things that are not going to happen.