The Relay Bot is an AI chatbot in your Relay account that answers common questions in real time and escalates to our Customer Experience team when needed.
Who is the Relay Bot for?
Any Relay customer signed into their Relay account. The Relay Bot is built into the account experience and available whenever you are logged in.
Use it when:
You have a quick question about how a feature works
You need to check where to find something in your account
You want an answer without waiting for a human to reply
How does the Relay Bot work?
The Relay Bot is a generative AI chatbot trained on Relay's help documentation. It reads your question, searches known answers, and replies in the chat window inside your account.
Sits inside your signed-in Relay account so it can point you to the right screens and settings
Handles thousands of inquiries across topics like card usage, transfers, and integrations
Escalates your request to our Customer Experience team the moment it cannot answer
The Relay Bot is a support layer alongside our human Customer Experience team, not a replacement for it. It handles routine questions so our team can focus on the cases that need a person.
What can the Relay Bot help with?
Common topics the Relay Bot handles well:
How to issue and manage a Relay debit card or Relay Visa® Credit Card
How to send an ACH, wire, or internal transfer
How to connect Relay to QuickBooks Online, Xero, or Gusto
How to add team members and set permissions
How to find statements, tax forms, or account details
What is the Relay Bot not built to do?
Some requests always route to a human agent on our Customer Experience team:
Verifying your identity for account changes
Moving money on your behalf
Handling transaction disputes or chargebacks
Reviewing compliance holds or fraud alerts
Looking up specific transaction details tied to your account
If your question involves any of these, ask the Relay Bot to forward the request and a human will pick it up.
How do I ask the Relay Bot a good question?
Two habits get you a useful answer faster.
Be clear and specific. Ask "How do I issue a Relay debit card?" instead of "Relay card." The extra context tells the bot which of many card topics you are asking about.
Ask one question at a time. Bundled questions ("How do I issue a card and set spending limits and add a team member?") get partial answers. Break them into separate messages and each one gets a full response.
What should I never share with the Relay Bot?
Never share sensitive information with the Relay Bot or over email. That includes:
Full account numbers or routing numbers
Full card numbers, CVVs, or PINs
Social Security Numbers or other personal IDs
Passwords, one-time codes, or two-factor authentication codes
Relay will never ask you to send these details by email. If a message asks you to share them, treat it as a phishing attempt and report it.
What happens if the Relay Bot cannot answer my question?
The Relay Bot offers to forward your request to a Customer Experience team member. To help the agent resolve your issue faster, include supporting details in your message:
Transaction ID or reference number
Last four digits of the card involved
Payment amount, date, and recipient
A short description of what you expected versus what happened
Sensitive details like full card numbers or SSNs still stay out of the message. A human agent will request them through a secure channel when required.
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If this article did not fully answer your question, our Customer Experience team is here to help.