Understand Issue source icons
Issue source icons Relay displays Issue source icons in Issue List and Task view and User inboxes. It allows agents...
Manually add Issues for new and existing Customers
How do I manually add a new Issue for an existing Customer? NOTE: an existing Customer is a Customer that...
Limit the number of simultaneous open tickets for agents
How do I limit the number of simultaneous open Issues for agents? Go to your Organization’s Profile and select Additional Settings...
Redact sensitive information in Customer conversations and transcripts
How can I redact sensitive information in Public Chats and their transcripts? On the left navigation bar, select Organizations → Profiles. Open...
Create and use Canned Responses in Relay Chats
What are canned responses? Canned Responses allow support agents to respond to customers quicker by selecting pre-made response templates from...