Let Relay draft the chase, and send it yourself

Every day Relay walks your clients' open tickets and drafts the step a person would take next: a ticket with no carrier ticket number after a day gets a note asking for one; a ticket with no update after two gets a chase; a ticket still open after that climbs the provider's escalation ladder, rung by rung, to the contact saved on the client's Escalation contacts page; and when an outage ends on a service with an SLA, Relay drafts the credit claim. Each draft rests on the ticket's own records, listed above it with a link, and carries a short code in its subject line so the carrier's reply finds its way back.

1. Find the drafts under My work (kind: Relay draft), or on the ticket itself under Relay drafted. The same card shows what was already sent on that ticket and what came back.
2. Read the draft. Change the To line or the message as you like; the edits are kept, and the version you send is the one on the record.
3. Send it yourself: Copy and mark sent puts the subject and message on your clipboard for the carrier's portal or ticket; Email it opens the message in your own mail app, after which you tap Mark sent. Relay never sends anything.
4. Skip a step that is not needed (already done, wrong timing, wrong contact) with a reason; the next step is drafted on its own schedule. A draft nobody touches expires after a week.
5. See what Relay did under Relay runs: every step across your book, who sent it, whether it went as written, the replies, and an estimate of the hours saved. Each client has the same list under Support & Changes.

Pause Relay runs for every client under Our team; a company with no advisor pauses them for itself beside its renewal flags. Pausing stops new drafts; drafts already open stay where they are. Relay drafts, a person sends: no message leaves without a tap, there is no negotiation and no bill is paid.