Resolve Tickets Before an Agent Ever Opens Them
When Relay's AI fully understands an issue and has the verified answer, it replies and resolves the ticket automatically. When it's missing a fact, it asks the customer for exactly that. When the topic is sensitive, it hands off to a human. Opt-in, category by category, with hard safety gates.
Why Teams Love AI Autopilot
Real Answers in Minutes, 24/7
Customers get a complete, grounded resolution on first touch — not an autoresponder that says "we received your message."
Confidence-Gated Sending
A reply only auto-sends when it clears a strict confidence bar — 90% to 98% depending on the reply type. Anything below the bar is held as a draft for human review.
Asks Instead of Guessing
When information is missing, autopilot sends one targeted question for the exact facts it needs — then waits or hands off.
Automation That Earns Trust
Reply categories that involve judgment must prove themselves on measured historical outcomes before they're allowed to automate; the rest are gated by hard deterministic rules. You enable categories one at a time.
What You Can Do
First-Touch Resolution
Confident, complete answers grounded in your knowledge base and live order data send automatically and resolve the ticket.
Targeted Info Requests
Instead of a generic holding reply, the AI asks for the specific missing detail, with one bounded follow-up before human handoff.
Sensitive-Topic Handoff
Chargebacks, legal threats, injuries, press, and negotiations never auto-send. These always route to a human.
Outcome Calibration
Judgment-based categories unlock automation only after statistical proof from past outcomes, with per-customer daily send caps.
Common Use Cases
Frequently Asked Questions
Will the AI send replies without approval?
Only if you turn it on. Autopilot is opt-in per category, and a reply must clear a strict confidence bar — 90% to 98% depending on the reply type — to send. Everything below the bar becomes a draft for human review, and sensitive topics always go to a person.
What happens when the AI isn't sure?
It never guesses. If it can resolve the issue with one more fact, it asks the customer a targeted question. Otherwise the reply is held as a draft and the ticket routes to your team with full context.
Can I limit how much autopilot sends?
Yes. You control which categories are allowed to automate, per-customer daily caps apply, and every auto-sent reply is logged on the ticket. You can disable it with one click.
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