Relay
AI support chat for operators without a support team. Relay drops in with one script tag, learns your docs and past conversations, and answers in your tone. Escalates to you on Slack when it should. The widget in the corner of this page is running Relay against the Merkava knowledge base.
Support that answers before it escalates.
- One-line install. A script tag with a tenant token. Works on any site — Webster, WordPress, Shopify, rolled-your-own.
- Knowledge-aware answers. Point Relay at your docs, your FAQ, your Quillsly articles. Answers cite the source; operators see which doc got used.
- Escalation to human. Relay routes to Slack, email, or a phone ring when the confidence threshold drops or the visitor asks for a human.
- Conversation memory. Every thread becomes a searchable record in your Merkava workspace. Patterns in questions surface as doc gaps.
- Multi-tenant by design. Run twenty ventures on one Relay. Each venture gets its own tenant token, its own knowledge base, its own branding.
One line, any page.
Tenant tokens provision through the Merkava admin console. Rotating a token takes five seconds and doesn't invalidate live conversations — the widget re-auths transparently.
From install to first answer.
Provision the tenant.
One-click in the Merkava admin. Relay creates the tenant, the token, and an empty knowledge base.
Point at your knowledge.
URL list, sitemap, or Markdown directory. Relay indexes in under a minute and begins answering from the corpus it trusts.
Drop the script.
Paste the script tag on your site. Conversations start. You see every thread in Merkava, rated and categorized.
Support inbox, ranked.
Composite of the Relay inbox. Live in the product today.
Support feeds the rest of Merkava.
The questions support operators actually ask.
How is Relay different from Intercom, Zendesk, or HelpScout?
Intercom and Zendesk are enterprise support platforms priced per agent — the seat tax makes them brutal for solo operators. HelpScout is closer to the right shape but still a separate tool. Relay is a Drive inside Merkava: the chat widget on your site + email triage + escalation rules all live in Merkava alongside your contacts (Prospector), customers (Crew), and KB (Atlas). One platform, one source of truth.
How does Relay decide what to answer vs. escalate?
Three gates. Scope check: is this a question about your product? KB retrieval: is the answer in your ingested knowledge? Confidence threshold: is the retrieved answer good enough to ship? If all three pass, Relay drafts a tier-1 response (autosend optional) or routes to your dashboard for review. If any gate fails, escalate to a human — no fabrication.
Does Relay learn from my docs?
Yes — Relay ingests your KB (markdown files committed to the relay repo, or auto-pulled from Atlas customer-public entries). Embeddings are generated; queries find the most relevant chunks; the bot answers from those chunks with citations. The bot only knows what's in the ingested KB — no general-knowledge fabrication.
Can I customize the widget?
Yes. Color, position, greeting, response style. Multi-tenant: each venture's widget has its own KB scope, its own escalation routing, its own brand. White-label is the default — visitors don't see "Relay" branding unless you opt in.
What about email — does Relay handle inbound support email?
Yes. Relay polls IMAP inboxes per tenant (one mailbox per venture is typical). New emails get the same gate-based pipeline as widget messages: scope, KB retrieval, confidence — drafted reply or human escalation. Replies thread back into the customer's email inbox naturally.
What about safety guarantees on auto-replies?
Multi-layer. Per-tenant kill switch (one env flag, every tenant's bot stops cold). Per-message escalation triggers (legal threats, refund requests over $20, BAA / compliance / SSO inquiries — all hard-routed to human). Confidence floors that escalate when retrieval is weak. Auto-resolve is OFF by default for new tenants for the first week of live traffic; operator reviews every draft in the dashboard before enabling auto-send.
What does Relay cost?
Relay is part of the OPS executive bundle at $299/mo — COO + 7 specialists, Relay included alongside Crew, Onramp, Centerline, Cohort, Gauge, and Ignition. Or hire the whole C-Suite at $599/mo. Relay also runs as a standalone SaaS for non-Merkava operators (free during beta, paid tiers post-launch).
Provision a Relay tenant.
Relay is live. External Drive · free in Merkava (usage-billed later). Get a tenant token from the Garage in under a minute. Try it on one venture; scale to twenty on the portfolio tier.