Relay

Relay brings two different communication models into one organization-scoped workspace: shared, organization-scoped Email for organization administrators and the current user’s own WhatsApp connection for non-guest organization members. Those channels appear together in navigation, but they do not share the same ownership or permissions.

Relay runs at relay.infra.one. It currently ships Email and WhatsApp. It does not currently offer Telegram, even though older product copy can say otherwise.

A completed account profile with both first and last name is required before Relay opens. The platform onboarding gate redirects a signed-in account that is missing either name to finish the account profile first.

The Relay model

Part	What it does	Ownership boundary
Overview	Selects the current organization and shows the channels and settings the signed-in user may open.	One trusted non-guest organization membership is required.
Email	Lists assigned active mailboxes, synced threads, shared workflow state, drafts, attachments, and an outbound queue.	Mailboxes and most thread workflow state belong to the organization. Only organization administrators receive Relay Email read, send, and attachment-download capability.
WhatsApp	Shows conversations and messages imported through a connected WhatsApp account and supports direct messages, groups, replies, and reactions.	WhatsApp inbox and chat routes load only connections owned by the signed-in user inside the selected organization. They are not a shared organization inbox.
WhatsApp settings	Exposes pairing, connection status, history-sync status, and destructive recovery controls to organization administrators and qualifying system administrators.	The current settings implementation does not consistently preserve the inbox’s user-ownership boundary. Treat it as unsafe for a documented setup or recovery procedure until IO-11440 is resolved.

Choose an organization

Relay builds its workspace list from the signed-in account’s current organization memberships and excludes guest memberships.

• With one available organization, Relay selects it and moves to the canonical organization path.
• With more than one, the root page shows Select an organization and Open organization selector. Choose the workspace explicitly before opening a channel.
• With no non-guest organization, the account has no Relay workspace capability.
• A path, query parameter, mailbox, connection, or chat from another organization does not grant access to it.

The selected organization controls which shared Email mailboxes are available. For WhatsApp, it narrows the current user’s own connections and conversations to that organization.

Shared Email

Relay Email is an administrator workspace over active mailboxes assigned to the organization. The mailbox selector can include an organization default and vehicle-specific mailboxes. The interface offers Inbox, Sent, Drafts, Failed, Archived, Done, Unread, and With attachments views.

Opening a thread marks it read for the current administrator and records open and view activity. Read state is per user; archive, done, assignment, and custom labels affect the shared thread workflow. An authorized administrator can compose, reply, reply all, forward, add attachments, and queue outbound delivery when the selected mailbox is verified for sending.

Queued delivery is not delivery confirmation. Relay records a durable draft and outbox item first, then a background worker attempts provider delivery. Read Use Relay Email and WhatsApp before sending or changing shared thread state.

User-owned WhatsApp

Relay WhatsApp is available to ordinary organization members and administrators, but its inbox is not shared. The inbox queries connections owned by the signed-in user, and a chat route accepts only a conversation from one of those connections. The connected account supplies the identity used to send messages and reactions.

A connected user can search and filter conversations, open a known chat or phone number, create a group from candidates shown by Relay, send text, reply, react, and link an eligible non-group conversation other than the connected account’s self-chat to a Contacts person. The group-candidate query is scoped to the current user’s owned connections and excludes existing group conversations and the connected account’s self-chat; it does not promise that every other conversation kind is a direct chat. Group submission still needs at least one selected candidate that resolves to a valid direct-user JID, and a displayed candidate can still be rejected at submission. Provider delivery and synchronization remain separate from the local persisted conversation state.

Opening the WhatsApp inbox is not a passive evidence action. It can resume a resumable connection and synchronize stale avatar or group metadata. Selecting a conversation clears its local unread count, activates receipts, and can trigger another metadata synchronization.

Do not use WhatsApp settings, Reset connection, Retry history sync, or Delete all WhatsApp data as a public recovery procedure. IO-11440 tracks conflicting ownership and destructive behavior between the user-owned inbox and the organization-scoped settings/runtime path.

Current product limitations

Three tracked issues define the safe documentation boundary:

• IO-11439 tracks Relay copy that incorrectly describes Email, WhatsApp, and Telegram as shared inboxes. Only Email is organization-shared, WhatsApp is current-user-owned, and Telegram is not shipped.
• IO-11440 tracks inconsistent WhatsApp ownership and recovery behavior. The inbox enforces current-user ownership, while settings can resolve another connection from the organization and uses organization-keyed runtime and deletion paths.
• IO-11441 tracks the Email Drafts view. Drafts autosave durably, but the current thread query and count keep that view empty, so it is not a supported recovery surface.

These limitations do not change the documented Email read, triage, compose, and queue behavior or the normal operation of an already connected user-owned WhatsApp inbox. They do rule out promises that Relay is one fully shared multi-channel inbox.

Start using Relay

Organization administrators can begin with Review a shared Relay Email inbox. Continue with Use Relay Email and WhatsApp for actions that write shared Email or send through an already connected WhatsApp account.

Review Relay permissions and states for the exact role, ownership, state, and limit boundaries. If a channel, mailbox, draft, send, attachment, or connection does not behave as expected, open Troubleshoot Relay.