Relay

The idea

One queue for every enquiry, wherever it arrives — and an answer before the person gets bored.

Enquiries turn up on WhatsApp, on Instagram, through the website form, and sometimes by SMS. They sit in four different inboxes owned by three different people, and the fastest of them is checked twice a day. Relay is the idea that all of it should land in one place, get an instant acknowledgement that is actually useful, and only involve a human when a human is needed.

How we are building it

Channel adapters normalise every message into one shape, so adding a channel later does not mean rewriting the logic. Replies are drafted against the business's own catalogue and policies and are deliberately short — the goal is to hold attention until a person arrives, not to fake a full conversation.

What is being built

• A single queue fed by WhatsApp, web forms and social DMs
• Instant, context-aware first replies rather than an autoresponder
• Routing rules by topic, so the right person sees it
• Two-way CRM sync, so the record is never in only one place
• Escalation when a thread goes quiet or turns sour