The Relay Bot is a Generative AI chatbot that provides Relay customers with instant answers to their questions and solutions for day-to-day issues. The Bot can answer thousands of different questions about Relay and its services, from how to use a Relay card to setting up integrations.
The Relay Bot is not a replacement for our human Customer Experience team but is a tool that helps us help you faster than ever. The Relay Bot has been extensively trained to forward your request to our Customer Experience team when it doesn't know the answer to your question, or when a human is required to help.
Below are some best practices and helpful tips to get the most out of the Relay Bot.
Be clear and specific
Use specific and clear language, and provide enough information for the Relay Bot to understand your question or issue.
❌ Instead of: “Relay Card”
✅ Ask: “How do I issue a Relay Card?”
Ask one question at a time
Ask one question at a time to ensure the Relay Bot can focus on providing a precise response. Avoid bundling multiple queries together when possible.
❌ Instead of: “How do I create a new checking account and fund my accounts?”
✅ Separate this query into two distinct questions
What should I do if the Relay Bot doesn't understand?
If the Relay Bot does not understand your question, or cannot offer a solution, it will ask you if you would like to send an email message to our Customer Experience team.
You’ll be asked to provide more details about the issue you’re experiencing; please be sure to include as many details as possible, as this helps our team quickly identify what the problem may be, and solve it faster for you. Providing information like a transaction ID, the last 4 digits of your card, or other payment details can help resolve the issue much faster1.
1 Never provide sensitive information like full account numbers, personal IDs (e.g., SSNs), or passwords through the Relay Bot or via email. Additionally, Relay will never ask you to provide these details over email.