Quick answers. If yours isn’t here, check the page for that feature: each one ends with its own troubleshooting notes.
General#
Do I need both the widget and the feedback board?#
No. They are separate components with separate installs. Use either one on its own, or both.
Is Relay hosted for me?#
Yes. Relay is a hosted service: we run the servers, updates and email delivery. You add a script tag to your app and work from the inbox in your browser.
How much does Relay cost? Is there a free plan?#
Relay is paid: Pro is $19 a month and Team is $49 a month, or two months free if you pay yearly. There is no free plan and no free trial. See Plans & billing.
Is Relay open source? Can I self-host it?#
No. Relay is proprietary and only available as a hosted service. There is no self-hosted edition and no source code download.
How do I get started? Is there a waiting list?#
There’s no waiting list. Sign up, name your workspace, pick a plan and pay, and you’re live in a few minutes. Follow the Quickstart.
Can I use Relay for several products?#
Yes: each product gets its own workspace, with its own inbox, widget key, articles, team and plan. You can own up to three, and switch between the ones you belong to from the sidebar.
Can my teammates have their own logins?#
Yes. Add them under Inbox → Team and they sign in with their own Google account or an emailed magic link. Pro includes three seats and Team is unlimited. They share one inbox; assigning conversations to a person and @mentions in internal notes are planned.
My payment failed. What happens to my data?#
You get a short grace period while Relay retries, then your workspace is switched off: the inbox goes to the Billing page and the widget disappears from your site. Nothing is deleted. Update your card from Billing → Manage billing and everything comes back. See If a payment fails or you cancel.
Where are my invoices, and who handles tax?#
Payments go through Dodo Payments, our merchant of record, which collects any sales tax or VAT and issues invoices. Download them from Billing → Manage billing.
Support widget#
The chat bubble doesn’t show up#
Check the browser console for a failed widget.js request, a Content Security Policy error, or a warning that the script has no workspace key (add your data-key). Allow the Relay address in script-src and frame-src. If your subscription has lapsed the widget hides itself until you renew. See Install the widget.
Replies don’t appear live#
A browser extension or a corporate network may be blocking live updates. The widget falls back to polling, so replies still arrive within seconds.
Why does the widget ask customers for their email?#
Only when handing off to a human and only if Relay doesn’t know it yet, so you can reply after they leave. Pass email in RelaySettings and it never asks.
Bot#
The bot gave a wrong or weak answer#
The bot only uses your published articles. Improve or add the article, and use your customers’ words in the title. See Writing for the bot.
The AI answers switch is greyed out#
AI answers may be temporarily unavailable. Refresh the page, and if it stays greyed out, contact Relay support.
Feedback board#
The embedded board doesn’t appear#
The console says which selector it couldn’t find. Add <div id="relay-feedback"></div>, or set target. In single-page apps, call RelayFeedback("mount") after re-rendering.
Someone voted twice#
Anonymous votes are tied to the browser, so a new browser can vote again. Pass userId in the embed (or a user-based x-visitor-id in your own UI) to tie votes to accounts.
Can I see who voted for an idea?#
Not in this version: you see counts, authors’ names and comments. Voter lists are kept private.
Email#
Emails aren’t being sent#
Open Settings → Email. The recent emails list shows each send with its status and the reason for any failure. If nothing is listed, check that Relay has the customer’s email address.
Emails land in spam#
Ask the customer to check their spam folder and add the sender to their contacts. If it keeps happening, contact Relay support.
Customers don’t get unread-reply emails#
Relay needs the customer’s email, and notifications must be on in Settings → Automation.