Answers from your approved information
Every answer is based on the information your business approves. When a price or policy changes, you send us the update and we change it, so the answer changes too.
Madar Relay · AI customer service
Your customers ask. Relay answers.
Relay is an AI customer service assistant. It answers your customers on WhatsApp Business, Instagram, Telegram and your website chat, in Arabic and English, from the information your business approves. Requests that need a member of staff go to your team, with the details.
For any business that answers customer questions: shops, clinics, insurers and service providers. Built by Madar in Kuwait.
WhatsApp Business
Replying
تتكلم مع مساعد آلي. تقدر تطلب موظف بأي وقت.
العميلالسلام عليكم، فرعكم في السالمية فاتح يوم السبت؟
ريلايوعليكم السلام. إي نعم، فرع السالمية فاتح يوم السبت من ٩ الصبح إلى ١ الظهر.
أبي عرض سعر لتأمين صحي لموظفي شركتنا، عددهم ٢٠.
أكيد. حوّلت طلبك لفريق مبيعات الشركات مع عدد الموظفين، وبيتواصلون معك على هذا الرقم خلال يوم عمل.
Illustrative example for an insurer. Relay answers from the company's information and passes the quote request to sales. "Within one working day" is that company's own follow-up time, not a commitment Relay makes.
How it works
From the customer's question to the right answer.
-
The customer sends a question
On WhatsApp Business, Instagram, Telegram or your website chat, in Arabic or English, at any hour.
-
Relay answers from your business information
The prices, services, opening hours and policies your business approves. Connected to your systems, it can also answer questions such as order status.
-
Requests that need staff go to your team
Relay gathers the details and passes the request to the responsible team, so staff can follow up without the customer repeating anything.
Reach customers on the channels they use.
- WhatsApp Business Messages to your company's WhatsApp Business number.
-
Instagram
Direct messages and replies to comments.
Guide: Instagram auto-reply - Telegram A Telegram bot in your company's name.
- Website chat A chat window on your company's website.
Choose the channels that suit your business. They all answer from the same information.
Examples
Consistent answers across every channel.
Illustrative examples of how Relay replies to customer questions. Choose one to read the conversation.
WhatsApp Business · Retail
Replying
تتكلم مع مساعد آلي. تقدر تطلب موظف بأي وقت.
العميلعندكم مقاس ٤٢ من الجوتي اللي بالستوري؟
ريلايهلا فيك. إي نعم، مقاس ٤٢ متوفر باللون الأسود والبني، والسعر ١٨ دينار. الأبيض غير متوفر حالياً بهذا المقاس.
أبي الأسود، مقاس ٤٢. وكم التوصيل للفنطاس؟
التوصيل للفنطاس بدينارين، ويوصلك خلال يوم عمل. أرسل لك رابط المنتج عشان تكمل الطلب؟
Illustrative example, in Arabic: a customer asks for the shoes from the story in size 42; Relay confirms black and brown at 18 KD, delivery to Fintas for 2 KD, and offers the product link. Sizes, prices and delivery charges come from the product list the business provides, so they are as current as its latest update. The order is placed only when the customer completes it through the link.
WhatsApp Business · Clinic
Replying
You're chatting with an automated assistant. Ask for a person at any time.
CustomerGood evening, do you have teeth cleaning appointments this week?
RelayGood evening. Teeth cleaning is available at our Salmiya and Jahra branches and costs 25 KD. Appointments are arranged by reception. Shall I send them your request?
Yes, Wednesday afternoon if possible.
Done. I've sent your request to reception: teeth cleaning, Wednesday afternoon. They'll contact you on this number to confirm availability and arrange the appointment.
Illustrative example. Relay does not book the appointment itself here: it collects the details and sends them to reception, who check availability.
Telegram · Order tracking
Replying
You're chatting with an automated assistant. Ask for a person at any time.
CustomerHi, my order 4821 has said processing for 3 days.
RelayHi. According to the order system, your order left the warehouse on Thursday and is with the courier now. Delivery is today between 4 and 8 pm to your registered address in Salmiya.
Can I change it to my office in Sharq?
Address changes after dispatch are reviewed by the delivery team. Send me the new address in Sharq and I'll pass your request to them. They'll contact you to confirm whether the change is possible.
Illustrative example with Relay connected to an order system, which supplies the live status. Relay does not change the address: it passes the request to the delivery team for review. Without that connection, it answers general delivery questions and passes the rest to your team.
Instagram · Direct message
Replying
You're chatting with an automated assistant. Ask for a person at any time.
Customerdo you ship to saudi?
RelayYes, we ship to Riyadh, Jeddah and Dammam. Delivery takes 3–5 working days and costs 6 KD. Orders over 40 KD ship free. Which city are you in?
riyadh. is the price in the post still valid?
Delivery to Riyadh takes 3–4 working days. The offer in that post has ended; the current price for the same item is 22 KD.
Illustrative example in English, showing Relay replying in the customer's language. The first line tells the customer they are talking to an automated assistant.
Capabilities
Answers based on your business information.
Relay works from the information you give us: prices, products and services, opening hours, delivery charges and the returns policy. If it can't find the answer in that information, it tells the customer and passes the request to your team.
Understands your customers. Replies in their language.
It understands Arabic, including Kuwaiti dialect however it is spelled, and English. It replies in the customer's language.
Your files, and your systems once connected
Without any connection, it answers from your company's files. Connected to your order or booking system, it can answer questions such as order status from the order number.
The same information on every channel
WhatsApp Business, Instagram, Telegram and your website chat all work from the same information, so your customer gets the same answer wherever they ask.
Replies after hours
Customer questions don't stop when your business closes. Relay answers what it can, and gathers the details of requests that need follow-up for your team to pick up during working hours.
A conversation report when you ask
Ask Relay for a PDF report of its conversations: what it answered, what it passed to your team, and the questions it couldn't answer, so you know what information to add.
Handover
It knows when a customer needs a person.
Some requests need a member of staff: payment issues and refund requests, complaints, and any customer who is upset. Relay gathers the details first and passes them to the responsible team, so staff can follow up without the customer repeating anything.
- You decide which cases need a person, and which team handles each one
- If a customer asks for a person, Relay passes the request to your team
- Relay tells the customer their request has been passed on, and who will follow it up
- Your team follows up, within your own working hours. We set up and connect Relay; we never answer your customers ourselves
Relay handles repeated questions so your team can focus on the requests that need their attention.
WhatsApp Business · Accounts
Passed to staff
You're chatting with an automated assistant. Ask for a person at any time.
CustomerI was charged twice for order 4821, 12 KD each time.
RelaySorry for the trouble. I've passed your request to the accounts team to review the duplicate charge, with the order number and the amount.
Passed to the accounts team · 9:14 am
Noura from accounts joined the conversation · 10:02 am
Noura · AccountsGood morning, this is Noura from the accounts team. I've checked the order and the second charge is a duplicate. We've started the refund, and the amount will reach your card in 3 to 5 working days, depending on your bank.
Illustrative example. Relay does not decide on refunds: it passes the request and its details to the company's accounts team, and the accounts employee checks the charge and starts the refund.
Before you start
What we need from you to start.
We set up Relay and connect it to your channels and systems. From you, we need accounts in the company's name, your business information, and a team to receive the requests that need staff.
-
Accounts in the company's name
A WhatsApp Business number, an Instagram business account, a Telegram bot or chat on your website, depending on the channels you choose. All of them must be in the company's name.
-
Platform approvals
Some channels, such as WhatsApp Business and Instagram, need business verification and approval from the platform itself. We explain what is required and work through it with you, step by step.
-
Your business information, ready to use
Prices, products and services, delivery charges, opening hours, and return and warranty terms. If some of it isn't written down yet, we sit with your team and prepare it together.
-
Clear handover rules and responsible team members
Decide which topics Relay always passes on, who on your team receives each type, and how soon they reply. Relay works best when a specific person receives every request.
Relay always tells the customer they are talking to an automated assistant, and passes the request to your team if they ask for a person.
Madar is a Kuwaiti company that develops intelligent systems for businesses and organisations. Madar Relay is the part that talks to your customers directly, in your company's name.
Explore Madar →
Request a demo
Send us the 5 questions your customers ask most.
We set Relay up with your business information and show you how it answers those questions in a test conversation, in Arabic or English, depending on your customers. If it can't answer one correctly, we explain why.
- A working session on your business information
- Guidance on the right channels for your business
- You speak directly with the team that builds Relay