Platform

Four surfaces. One record.

Relay is built around the work that actually crosses a site boundary: intake, the clock, the pass, and the view from HQ.

01 / Intake

Orders land once, then route.

Inbound work becomes a ticket with a site, type, and promised window. Dispatchers assign an owner; operators see only the queue that belongs to their floor.

CSV, webhook, or manual create
Site + order-type routing rules
Idempotent ticket keys so reprints don’t duplicate

When	Then	Owner
type = kit	Plant A · Dock 2	Incoming
type = replenish	Plant B · Pick	L. Park
hazmat = true	Hold + SDS	Compliance
sla < 30m	Page dispatcher	On-call

Ticket	Route	Age
ORD-2401	Kit → Plant A	4m
ORD-2400	Replenish → Plant B	9m
ORD-2397	Hazmat hold	21m

02 / Clocks

SLAs that change color before they fail.

Each order type has a window. Relay computes remaining time against the site’s local clock, then moves the ticket from on-track to at-risk to breached.

Per-type windows, pauses on customer hold
At-risk threshold you set (default 20%)
Escalation to the next role, not a group inbox

Type	Window	Left	State
Same-day pack	45m	14m	On track
Exception	20m	3m	At risk
Carrier cut	30m	0	Breached

Type	Window	At-risk	Escalate
Same-day pack	45m	9m left	Dispatcher
Exception	20m	4m left	Site lead
Carrier cut	30m	6m left	On-call

03 / Pass

Handoffs you can audit.

A handoff is a first-class object: from-shift, to-shift, blockers, and the tickets that still own the floor. Close it only when the incoming lead acknowledges.

Required fields per site
Open tickets attach automatically
Acknowledgement timestamp on the record

Field	Value
From	Nights · A. Ruiz
To	Days · M. Chen
Open	ORD-2398 at risk, HAN-882 QC
Blocker	Label printer 4 down — parts AM
Ack	pending

Field	Value
From	Days · M. Chen
To	Swing · J. Okonkwo
Open	ORD-2401 inbound, ORD-2388 pickup
Blocker	None. Dock 2 clear.
Ack	16:02 local

04 / Sites

The same table, a different floor.

HQ sees every site. A supervisor sees one. Switch plants and the queue, owners, and clocks update — not a new login, not a copied sheet.

Plant-level filters on every list
Shared ticket IDs across the network
Read-only HQ role for the weekly review

Plant A · Austin Assembly

ID	Work	SLA	Owner	State