What is Relay CRM?
Relay CRM is a customer support platform built by Switch Labs. It is designed for small and mid-sized businesses that need a modern help desk with built-in AI capabilities and a knowledge base, without the complexity or cost of enterprise solutions like Zendesk or Freshdesk.
Key Capabilities
Relay includes eight built-in AI features across all plans: AI reply suggestions drawn from knowledge base content, auto-prioritization with 95% accuracy, instant ticket summaries, sentiment analysis, smart routing, auto-tagging, similar ticket discovery via vector search, and one-click ticket analysis.
The platform supports omnichannel communication through a unified inbox that consolidates email, SMS/MMS, voice (Dialpad), WhatsApp, Facebook Messenger, Slack, and an embeddable web widget. Teams can manage all customer conversations from a single interface.
A built-in knowledge base with AI-powered semantic search allows teams to create public, private, and internal help articles. The knowledge base feeds directly into AI reply suggestions, enabling agents to respond faster with contextually relevant answers.
Workflow automation supports both event-based and time-based triggers with conditional logic and multi-step workflows. SLA management includes business hours, holiday calendars, auto-escalation, and proactive breach alerts.
Integrations and Deployment
Relay integrates with Shopify (real-time order sync, one-click refunds), Stripe, Klaviyo, and Slack. It is a fully cloud-hosted SaaS application with a 2-minute setup time. An embedded SDK option is available for companies that want to integrate support directly into their own applications.
Pricing starts with a free tier (2 users, 100 tickets/month) and scales to $19/user/month (Pro) and $39/user/month (Business), with all plans including AI features at no additional cost.
Key Capabilities
Relay includes eight built-in AI features across all plans: AI reply suggestions drawn from knowledge base content, auto-prioritization with 95% accuracy, instant ticket summaries, sentiment analysis, smart routing, auto-tagging, similar ticket discovery via vector search, and one-click ticket analysis.
The platform supports omnichannel communication through a unified inbox that consolidates email, SMS/MMS, voice (Dialpad), WhatsApp, Facebook Messenger, Slack, and an embeddable web widget. Teams can manage all customer conversations from a single interface.
A built-in knowledge base with AI-powered semantic search allows teams to create public, private, and internal help articles. The knowledge base feeds directly into AI reply suggestions, enabling agents to respond faster with contextually relevant answers.
Workflow automation supports both event-based and time-based triggers with conditional logic and multi-step workflows. SLA management includes business hours, holiday calendars, auto-escalation, and proactive breach alerts.
Integrations and Deployment
Relay integrates with Shopify (real-time order sync, one-click refunds), Stripe, Klaviyo, and Slack. It is a fully cloud-hosted SaaS application with a 2-minute setup time. An embedded SDK option is available for companies that want to integrate support directly into their own applications.
Pricing starts with a free tier (2 users, 100 tickets/month) and scales to $19/user/month (Pro) and $39/user/month (Business), with all plans including AI features at no additional cost.
