Relay
Handle 3x more support — with the same team.
Relay triages every incoming ticket, suggests context-aware responses, and auto-resolves issues your team handles a hundred times a week. Higher ticket capacity, faster resolution, and CSAT scores that go up as volume goes up.
Capabilities
Everything you need. Nothing you don't.
Every feature is built around how teams actually operate — not how a product roadmap assumed they would.
Smart Routing
Relay reads every incoming ticket and routes it to the right agent based on skill match, availability, and priority — no rule engine to maintain manually.
AI Response Suggestions
Context-aware draft responses generated from your knowledge base and past resolutions. One click to send or edit — your choice.
Sentiment Analysis
Relay reads customer emotion in real time. At-risk conversations get escalation flags before a frustrated customer asks for a manager.
Self-Building Knowledge Base
Relay analyzes resolved tickets to automatically identify gaps and draft new articles. Your knowledge base improves with every ticket closed.
Multi-Channel Inbox
Email, live chat, phone transcripts, and social DMs — all unified with full customer history regardless of which channel the message came through.
24/7 Coverage
Relay's AI handles off-hours tickets autonomously — resolving what it can, queuing the rest with full context. No overnight staffing required.
Real-world impact
What teams accomplish with Relay
Not theoretical benefits — concrete outcomes from teams who replaced legacy tools with Relay.
“We scaled from 500 to 2,000 customers without hiring a single additional support agent. Relay handles the volume. Our team handles the relationships.”
Amara Johansson
Head of Customer Experience, Lattice Financial Technologies
Handle 3x ticket volume without adding headcount
Reduce first response time from hours to under 2 minutes
Auto-generate knowledge base articles from top recurring issues
Flag churning customers based on support sentiment patterns
Onboard new agents faster with AI-suggested best-practice responses
Run 24/7 support for global customers without follow-the-sun staffing
Maintain HIPAA and SOC 2 compliance for regulated industries
Generate weekly support analytics with CSAT drivers automatically
Our edge
Why teams choose Relay
The details that separate a tool you use from a tool you depend on.
AI that actually understands support context
Relay understands ticket intent, customer history, and resolution paths before an agent even opens it.
Every channel in one inbox
Email, chat, phone, and social unified with full conversation history. No more tab-switching.
HIPAA and SOC 2 compliant
Built for regulated industries from day one. Healthcare, fintech, and legal customers trust Relay with sensitive data.
Knowledge base that builds itself
Relay learns from every resolved ticket. Your support content stays current without a dedicated team.
99.9% uptime with enterprise SLA
Multi-region redundancy and 24/7 monitoring back every enterprise deployment.
Measurable CSAT impact
Customers report 40% average CSAT improvement within 90 days — faster responses, more accurate resolutions.
Ready to get started?
Included in Pro and Business plans. Volume-based enterprise pricing for high-ticket operations.
Product Suite
Explore the full suite
Every Ricochet product is built to work better alongside the others.