Guide

Quickstart

Relay is a workspace. A workspace has sites, people, and tickets. This walkthrough stands up a single plant and the first order.

1. Create the workspace

From the login screen, open a demo workspace or create one with a company name. The first user is Owner. Nothing in this static site writes to a server.

2. Add a site

A site is a plant, DC, or field crew. Give it a short code — AUS-1, RNO-F — and a local timezone. SLA clocks use that zone, not UTC, so a 16:00 carrier cut means 16:00 on the floor.

3. Invite operators

Owners invite by email. Operators see only the queues for sites they belong to. Dispatchers see the network. Details live in Roles.

4. Create the first ticket

Tickets can be typed in, uploaded as CSV, or posted to the API. Minimum fields:

{
  "external_id": "ORD-1842",
  "site": "AUS-1",
  "type": "same_day_pack",
  "title": "Inbound kit, Dock 2"
}

Relay assigns an SLA window from the order type, starts the clock, and places the ticket on the Incoming column. From here the board on the homepage is the live view.

API

Webhooks

Team and Scale workspaces can subscribe an HTTPS endpoint. Relay posts a signed JSON body when ticket state changes. Retries use exponential backoff for 24 hours.

Events

ticket.created, ticket.assigned, sla.at_risk, sla.breached, handoff.opened, handoff.acknowledged.

Example payload

POST /your/endpoint
X-Relay-Signature: t=1776720000,v1=…
Content-Type: application/json

{
  "id": "evt_8f2c",
  "type": "sla.at_risk",
  "created": "2026-08-21T18:04:11Z",
  "data": {
    "ticket": "ORD-1836",
    "site": "AUS-1",
    "remaining_s": 180,
    "owner": "usr_okonkwo"
  }
}

Signatures

HMAC-SHA256 over t + "." + raw_body with your endpoint secret. Reject if t is older than five minutes. Rotate secrets from workspace settings — in this demo, the settings screen is visual only.

Local testing

Point the endpoint at a tunnel. Relay does not expose a CLI in this static build; treat the payload above as the contract.

Access

Roles

Permissions are role × site. A person can be an Operator on Plant A and a Viewer on Plant B. Team and Scale unlock the full set; Starter is Owner + Operator.

Owner

Billing, SSO, site create/archive, and every ticket. One Owner minimum. Transferable.

Admin

People, routing rules, SLA policies, webhook endpoints. Cannot change billing.

Dispatcher

Assigns owners, moves tickets across sites, pages on-call. Sees the network board.

Operator

Works tickets on assigned sites. Can write handoff notes. Cannot edit SLA policy.

Viewer

Read-only. Intended for the weekly ops review and for finance looking at breach counts. The demo workspace you can open from login is Viewer-equivalent — read-only.

owner > admin > dispatcher > operator > viewer