The glossary defines feature names and terms you’ll see when using Relay on a day-to-day basis.
A customer is considered “Active” if he/she has sent you a message, and/or made a payment or purchase within the last 30 days (“Active customers” is one of 3 default Segments in Relay.)
This represents all your customers who either created a Relay account using your business’ referral link; had an existing Relay account from a different business, but sent you a payment; or that you “Added” or “Imported” into Relay. You can send personal messages to each customer, or send group messages to all your customers using campaigns.
Auto messages can be sent to Segments you’ve created on your Relay customer dashboard. An example of a segment is; “Customers who made a purchase over 30 days ago”. When customers match this parameter, they automatically receive your message nudging them to take an action.
Campaigns are group messages sent to all your customers or a subset of your customers within a List or Segment. A campaign can be sent to your customers either by SMS, Facebook Messenger, or by Email, and can contain image files.
Each campaign message can be sent out immediately or scheduled to deliver at a later date or time that is most appropriate for your customers. A campaign can also be a one-time message or a recurring message that is automatically sent out at specified dates in the future.
Campaigns are perfect for sending out announcements, marketing new products/services to existing customers, or sending out new promotions and offers.
A chat is a real-time one-to-one conversation between you and a customer or Lead. A customer or lead can initiate a chat with your business using either SMS or Facebook Messenger as a channel. Your responses are automatically defaulted to the channel your customer sent the message from.
A charge is a one-time payment from a customer to your business. You can charge a customer from your Relay dashboard by clicking the “Charge customer” button on the transactions page.
A conversation is a message thread between your business and a customer or lead. A conversation can be initiated by either party at any time. You can view all conversations on your “Messaging dashboard”, and mark each one as done after the customer’s question or issue has been resolved.
A customer is created in Relay when;
- You import an existing database of your existing customers into Relay
- Manually add a single individual as a customer in Relay
- When an individual creates a Relay customer account using your referral link or;
- When a user with an already existing Relay account (i.e. from a different business on Relay) makes a purchase from your business for the first time.
Customer profile contains all the data about your customer; including transaction history, and a timeline of all the interactions you’ve had with the customer since you started using Relay for your business.
Customer reminders are used to send personalized notifications about a future event to a single customer. This is perfect for appointment reminders, or payment due date notifications, etc.
A drip campaign is a sequence of automated messages sent out over a period of time to customers in a list, or customers that belong to a segment. This is ideal for nurturing leads, onboarding new customers, educating customers on new offerings, or upselling.
Relay editor is an interface used to compose campaign messages to a group of customers in a list or segment. The same editor is also available for you to create a Hashtag or Keyword auto-responder.
Relay emoji set allows you to send reactions to customers for immediate feedback.
Filters allow you to further segment your customers based on how much money they’ve spent at your business over a pre-defined timeframe.
A hashtag is a keyword that triggers an automated action when it is sent to you by a customer or lead (via SMS or Messenger). You can create a hashtag in your Relay dashboard to trigger;
- An automated message back to the sender. This is ideal for marketing campaigns, or for educating your customers/leads on new products, promotions or events.
- One-time or recurring payments (subscriptions). Your customers can make simple purchases or sign-up for a subscription by sending the hashtag to you via SMS or messenger.
A customer is “Inactive” if your business has not received a message, or payment from said customer within the last 30 days (“Inactive customers” is one of 3 default Segments in Relay.
Inactive customer segment allows you to view and re-engage customers that are slipping away from your business using targeted messages.
A lead is a person who has messaged you in Relay via SMS or Messenger, but is yet to make a purchase from your business. People you manually add or import as customers via CSV are not considered leads, since they are existing customers of your business.
You can create drip campaigns to nurture leads into paying customers from your Relay dashboard.
A list is used to group your customers in Relay. Unlike segments that automatically update when a customer meets the set parameters; lists are static, and will only change when you manually add or remove people from the group.
Conversations in Relay can be considered as helpdesk tickets. You can mark each conversation with customers or leads as done after your team has responded or resolved the ticket. This action archives the conversation and removes it from the unread/new message list on your Relay messaging dashboard.
However, when the same customer or lead contacts your team in future, their entire conversation history (including conversations marked as done) will always be available for anyone on your team to review for context.
Message Reason (Message Disposition)
Message reason or disposition is a one-line description of the outcome of a conversation your team had with a customer or lead. It’s a simple way to let anyone on your team know why a customer or lead reached out, if the issue was resolved, or if follow-up is required.
A message reason is required before you’re able to mark a conversation as done. Relay provides a list of “default reasons” common to most businesses; however your team can create custom message reasons relevant to your business or industry.
A customer is “new” if he or she was manually created or imported into your Relay dashboard; he or she created a Relay customer account using your referral link, or made a payment to your business using an already existing Relay account for the first time in the last 14 days.
Notes augment “Message reason” by allowing your team provide a more detailed description of why a customer or lead contacted your business, and the subsequent resolution. You can optionally add a note before marking a conversation as done, to provide more context to your team when next the customer starts a new conversation.
Relay can alert you by email, SMS, or via desktop notifications when you receive a message or payment from a customer. You can adjust notification channel or interval by going to your Relay settings page.
People in Relay are company directors, or managers whose information may be required for KYC purposes before enabling payments in your Relay account. KYC requirements vary from country to country.
A plan sets a base cost and billing interval for a service or product your offer to your customers. In Relay, you can create an unlimited number of plans for any product or service that requires recurring payments from your customers, over specified time intervals.
This is perfect for monthly product or service subscriptions, as well as recurring non-profit donations.
When charging a customer in Relay, you have the option to pre-authorize the transaction. This action puts a hold on the customer’s debit/credit card for the amount, pending when you have completed the service or delivered the order to the customer.
Saved replies are used to speed up your team’s response time to commonly asked questions. Selecting the "Saved reply" tab in messaging options populates your saved responses, making it quick and easy for your team to access it during a customer conversation.
A Segment is a group of customers you create based on defined rules. Customers are automatically added to segments as soon as they match the rules you set for each segment.
Segment Rules are filters that help you group customers into segments. Rules include:
- Customer Created: This defines the date when an individual became a customer. See Customer for details.
- Last Message Sent: This defines the date when your most recent one-to-one message or campaign (group) message was sent to a customer or group of customers.
- Last Message Received: This defines the date you last received a message from a customer.
- Last Purchase Made: This defines the date of the most recent purchase by a customer
After you select one of the four parameters, you’ll be required to specify a day count, or day range in order to create a segment.
A subscription is a recurring payment from a customer to your business. To create a subscription, simply add the customer (with saved payment credentials) to an existing plan. Also, customers can directly subscribe to a plan by texting a payment-enabled hashtag to your business via SMS or Messenger.
In Relay, transactions are grouped into 3 categories; Charges, Pre-authorized charges and Subscriptions. You can view the transaction history of each customer, and take actions like issuing refunds on their Relay profile.
After a transaction is complete, a payment receipt is automatically sent to the customer by email and/or text messaging.
Can’t find the definition for a feature on Relay? Send us a message and we’ll add it to the glossary