RELAYDESK HELP GUIDES
Find your next step.
Plain-language instructions for getting started, serving customers, and keeping your workspace running smoothly.
New to RelayDesk?
Start with your invitation and a short launch checklist.
01
Get started
Set up a workspace, invite your team, and launch the first conversation.
Accept your workspace invitationJoin the workspace your RelayDesk operator created for your company.Complete the launch guideFollow the short setup path before placing the widget on a live website.Find your workspace settingsFind team, billing, security, and setup controls in one place.Invite a teammateAdd an agent, supervisor, analyst, or administrator with the right access.Understand roles and permissionsKeep access appropriate for owners, administrators, supervisors, agents, and analysts.Read Workspace healthSee exactly which launch and service settings still need attention.
02
Chat & inbox
Serve visitors, route work, and keep conversations moving.
See live visitors and offer helpMonitor connected website visitors, enable arrival alerts, and offer an optional chat invitation.Handle your first conversationFollow a visitor message from the website widget into a human reply.Use Team inbox filters and queuesFind the work that needs a reply without losing track of older conversations.Assign and transfer a conversationSend a customer to the teammate or team best equipped to help.Use private notes and saved repliesCollaborate internally and reuse answers while keeping the visitor message clear.Set availability and business hoursSet accurate expectations for online and outside-hours visitors.Configure teams and routingCreate departments, teams, skills, and ordered rules for incoming work.Find and update a contactKeep a useful record of the person behind each support conversation.Review service analyticsRead conversation activity, response trends, and customer feedback in context.Monitor team workloadSee who is available and help a queue before customers wait too long.Collect and review conversation feedbackLearn whether customers felt helped after a conversation closes.Manage message sounds and alertsGet useful notifications while respecting quiet work and browser permission.
03
Knowledge & AI
Publish approved answers and configure safe automation.
Write and publish a knowledge articleTurn an approved answer into a public help result and a source for automation.Import and review knowledgeBring a document or public page into the review workflow safely.Use your public help centerGive customers a searchable home for your published answers.Set up the knowledge assistantStart with approved answers and decide when a human should take over.Review an AI to human handoffTake over when the visitor asks for a person or an answer is uncertain.Use AI draft suggestionsGet a starting point for a reply while the human agent keeps control.
04
Brand & channels
Bring RelayDesk to your site and connect the ways customers reach you.
Install the website widgetAdd the isolated chat launcher to an approved customer website.Website buttons and widget controlsConnect your own support button, control visibility, and clean up the widget in a single-page application.Set allowed websitesAuthorize the site origins that are allowed to load your widget.Preview and publish widget changesCheck appearance, mobile behavior, and actual message delivery before going live.Customize branding and white label settingsMake the visitor experience feel consistent with your company.Connect a custom help center domainServe your public articles from a domain you control when your plan permits.Connect supported channelsBring configured email and messaging channels into your team workflow.Create an API key or webhookConnect a trusted internal tool without sharing a staff password.Build a visitor flowGuide a visitor to the right answer or team before a conversation begins.
05
Account & billing
Control access, plans, payments, and customer data.
Check your plan and usageUnderstand the limits applied to your workspace.Change a plan or view invoicesUse the billing controls available to your workspace owner.Resolve a failed paymentRestore a healthy billing state without losing customer conversations.Sign in or reset your passwordRecover access without asking a teammate to share credentials.Protect your account and sessionsSet up MFA, review connected devices, and apply your workspace sign-in policy.Manage exports and retentionReview how long workspace data is kept and request a portable copy.Review workspace legal termsUnderstand why an owner may be asked to accept updated terms before continuing.
06
Troubleshooting
Find the cause of the most common setup and delivery issues.
The widget does not appearCheck the embed, allowed origin, and saved visitor chat settings.A message or reply is missingTrace the conversation without guessing whether a visitor received a reply.The assistant is not answeringCheck whether automation should answer or hand the visitor to a person.You cannot sign inResolve a workspace ID, password, invitation, or MFA issue.Billing status has not updatedDistinguish a pending provider event from a workspace problem.Use chat with a phone keyboard openKeep the composer and Send control in view on a small screen.
Still stuck?
Browse troubleshooting Check the troubleshooting guides or ask your workspace owner for help with account and plan settings.