Help for your team.

Each client has its own address ending in @inbound.relayline.io. It’s how RelayLine knows which client an email, meeting, or call belongs to.

• Where to find it. On the client’s page in RelayLine, under the client’s name. After an import, you can also download every address as a spreadsheet.
• Save it as a contact. Add it to your address book as “Client name (RelayLine)” so it autocompletes when you type the client’s name.
• Keep it private. It’s a long, random address for a reason. Use it on your own emails and invites; don’t post it anywhere public.

CC the capture address on client email, the way you’d CC a colleague. Keep it on when you reply.

• Start the thread yourself. For a new client, the first email RelayLine sees should come from your team, with the capture address in CC. That tells it the client’s address is real. After that, the client’s replies count automatically.
• Reply all. When a client replies, use Reply all so the capture address stays on the thread.
• CC, not BCC. RelayLine only uses mail that names the capture address in To or CC, so nobody can re-send a copy of your email into it. A BCC’d copy is held.
• Forgot to CC? Forward the email to the client’s capture address. RelayLine files it as the client’s email, with their name and the date they sent it. Your own note above the forward isn’t counted.
• Forward a client’s email automatically. Set up a rule once and every email from that client is captured, even the ones nobody CC’d. RelayLine checks that the forward came from your firm’s own email system and that the client really sent the original. Only senders already known for that client count; anyone else is held for review.
  Gmail: Settings → Forwarding and POP/IMAP → Add a forwarding address → enter the client’s capture address. Gmail sends a confirmation to RelayLine, which shows you a “Confirm in Gmail” link at the top of your dashboard (and emails it to you). Then create a filter: From @clientdomain.com → Forward it to the capture address.
  Outlook / Microsoft 365: Settings → Mail → Rules → Add new rule: when the sender’s address includes @clientdomain.com, Redirect to the capture address. Some firms block automatic forwarding to outside addresses; your IT admin can allow it for inbound.relayline.io.

Connect your work calendar once, or add the capture address as a guest on client meeting invites. RelayLine never joins the meeting.

• Connect your calendar. In RelayLine, open Security and choose Connect Google Calendar or Connect Microsoft 365, then sign in with the same work account you use for RelayLine. It’s read-only. Only meetings with people at your clients are kept, along with who was invited; internal and personal events are skipped and not stored. A meeting a client sets up counts once you’ve accepted it. New meetings show up within about 15 minutes. Disconnect any time from the same place (for Microsoft 365, you can also remove RelayLine from your account’s app permissions).
• Which client? A meeting is matched by its attendees: people RelayLine already knows at that client, or the client’s email domain. Meetings with someone it doesn’t know yet are skipped. Once that person shows up on an email captured for the client, or an admin adds the client’s domain (on import, or under Edit on the client’s page), their upcoming and recent meetings are picked up on the next sync.

• What it tracks. How often you meet, and every cancellation, reschedule, and decline, including which side made it. New faces on the invite are noted too.
• Meetings the client sets up. Forward their invite to the capture address from your own email. If they later move or cancel it, forward that update too.
• Recurring meetings. Add the address once to the series. A standing meeting the client cancels is one of the strongest warning signs.
• What’s kept. The title, time, attendees, and changes. Passcodes are removed; the meeting link is kept so recaps can be matched to the right meeting.
• Works with Google Calendar, Outlook and Microsoft 365, and any meeting tool: Zoom, Google Meet, Teams, Webex, phone, or in person.

After a client call, forward the AI recap email or attach the transcript file and send it to the client’s capture address, or open the client in RelayLine and choose Add a call to upload or paste it. A full transcript gives the most detail; a recap works too.

• Zoom. If your admin has connected Zoom (Settings → Zoom), recorded client calls come in on their own once Zoom finishes the transcript; there’s nothing to forward. Otherwise, forward the AI Companion meeting summary email, or download the .vtt transcript from the cloud recording and attach it.
• Google Meet and Teams, automatically. When you connect your calendar (Security), choose Import transcripts. After each client meeting you host on Meet or Teams with transcription on, RelayLine reads the transcript; there’s nothing to forward. For Teams, your Microsoft 365 admin approves this once for the firm. Meetings a client hosts still need forwarding, or Add a call on the client’s page.
• Google Meet. Forward the “Notes by Gemini” email. For a full transcript, open the transcript document, download it as Word (.docx) or plain text (.txt), and attach it or add it on the client’s page.
• Microsoft Teams. From the meeting’s recap, download the transcript (.vtt or Word .docx) and attach it, or add it on the client’s page.
• Transcript files. RelayLine reads .vtt, .srt, .txt and Word (.docx) files, attached to the email or added on the client’s page (Add a call, up to 10 MB). Tick “This is a summary” for notes that aren’t word for word.
• Otter, Fathom, Fireflies, Read.ai, tl;dv and others. Forward the summary email they send you. These tools can also email the capture address directly, but RelayLine only accepts that for a Zoom, Meet, or Teams meeting it already saw on an invite, held in the last few days. For recurring meetings and anything else, forward the summary yourself.
• Make it automatic. Set a rule in Gmail or Outlook that forwards recap emails to the capture address. One rule per client, or forward everything and sort it by client yourself.
• Promises. Things your team says they’ll do (“I’ll send it Friday”) are picked up from recaps and transcripts and tracked until a later email or call shows they were delivered.

RelayLine checks that every email really comes from who it says it does. Anything it can’t verify is held for 7 days instead of being used. Admins see held mail, and why, under Setup status.

• “Sender isn’t trusted for this client yet.” The client wrote before anyone on your team did. Send them an email with the capture address in CC, or an admin can accept the held message and trust that person or the client’s whole domain. Their later mail then counts, as long as it passes the sender checks.
• “Sender not authenticated.” The client’s own email isn’t signed in a way RelayLine can verify, so trusting the sender won’t help. Keep the capture address on your own emails to them, and forward their important replies from your email.
• “From your firm’s domain but not authenticated.” Your own domain needs DKIM email signing turned on. In Google Workspace it’s under Apps, Gmail, Authenticate email; in Microsoft 365 it’s in the Defender portal under Email authentication. Your IT person can do it in a few minutes.
• “Notetaker recap doesn’t carry the ID of a meeting.” A notetaker emailed the capture address directly for a meeting RelayLine didn’t see. Forward the recap yourself instead.
• “Invite from someone not trusted for this client.” An invite came from someone RelayLine doesn’t know yet. Forward it yourself from your own email.
• “Capture address isn’t in the signed To/Cc.” The email was BCC’d or redirected. Forward it from your own email instead.
• “The message is more than a week old.” Older emails can’t be added as they are. Forward the thread from your own email instead.
• Nothing at all? Check the address is spelled exactly right; the easiest way is to copy it from the client’s page.

On the Clients list, choose Import a list of clients. Paste rows straight from a spreadsheet, or choose a CSV file.

• Columns. The first row names the columns. Only Name is required. Owner (a teammate’s email), Value (annual), Renewal (date), and Domain (the client’s email domain) are optional.
• Check first. RelayLine shows every row before saving anything: what it read, anything it couldn’t, and clients that are already there.
• Client domain. When an admin lists a client’s domain, mail from anyone at that domain counts for that client, once it passes the sender checks. Personal email services like Gmail can’t be used this way.
• After the import. Download every capture address as a spreadsheet and share each one with the people who work on that client.

An admin can send RelayLine’s scores and alerts to Salesforce, HubSpot, Pipedrive, Slack, a spreadsheet, or anything Zapier or Make connects to. Set it up under Settings, in Connect other tools.

• Webhooks. RelayLine sends a message to an address you choose when a client turns At risk, a score changes, a client says something serious on a call, or a promise your team made goes overdue. In Zapier, start a Zap with “Webhooks by Zapier → Catch Hook”, paste its address into RelayLine, and press Send test.
• Salesforce example. Catch Hook (event: client turns At risk) → Salesforce “Find Record” (Account by name) → “Update Record” (a RelayLine Score field) and “Create Task” for the account owner with the reason.
• API keys. For tools that pull data on a schedule. A key reads clients, scores, reasons, open promises and recent alerts. It can’t change anything. Keys belong to the firm, not the person who made them: revoke one when it’s no longer needed.
• What’s never sent. Restricted clients, email text, and call transcripts. Only scores, reasons, short quotes behind a call alert, and promises.
• For developers. Each webhook is signed (RelayLine-Signature header, HMAC-SHA256 with your signing secret). The API is at https://relayline.io/v1/clients with Authorization: Bearer <key>. Full reference: ask us for the API guide.

Everyone has their own login. Admins invite people, choose who can see what, and can require two-factor sign-in.

• Admins and members. Admins manage the team, settings, and data. Members work their clients.
• Restricted clients. A sensitive client can be limited to named people. Everyone else can’t see it anywhere: not in lists, totals, alerts, or the weekly digest.
• Two-factor sign-in. Under Security, scan the code with an authenticator app and save your recovery codes. Lost your phone? Use a recovery code, or ask an admin to reset it.
• Forgot your password? Use “Forgot your password?” on the sign-in page.

Still stuck? Contact us