Prepare the knowledge first
Relay is an Alpha feature for website customer conversations. Remy helps with the customer experience. The public bot can use active Brain records and the website’s business and brand fields, so review that material before making chat public.
Do not add confidential internal information to active training on the assumption that it will stay out of customer answers.
Configure the bot
- Select the website.
- Open Relay → Chat Bot Setup with the required product access and settings permission.
- Set the bot identity, greeting, tone and fallback.
- Choose the supported portrait and appearance settings.
- Save.
- Open the private preview and test realistic questions.
Use a greeting that explains the bot’s purpose. A fallback should provide an honest next step when the available knowledge does not answer a question. Do not promise a human handoff, support ticket or action the bot cannot perform.
Test a range of questions
Include a straightforward product question, a policy question with conditions, a vague question and something outside the supplied knowledge. Check whether the response is supported and whether the fallback is useful.
Private preview messages do not enter public visitor history and do not create the same public knowledge-gap recommendations. Use preview for controlled testing, then inspect real conversation evidence after launch.
Publish deliberately
Saving setup does not itself enable public chat. Open Installation Code, review the domain and switch Public chat on when ready. Install the generated snippet using the instructions on that screen.
Disabling public chat stops new public access. Product access, website status and organisation status also affect availability. A configured greeting is not proof that the widget is active on the intended website.