Relay: AV support that doesn't start from zero.
Relay gives integrators one place for Room Help requests, the conversation, the room's context, and the history, so whoever picks up the issue already knows what came before.
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Why we're building it
After 20+ years of programming and supporting rooms, the pattern is familiar. Someone presses a button or sends an email. Support starts a conversation from scratch, asks the same questions, guesses at the room's state, and loses the thread by the next shift. The tools that exist assume a monitoring contract or a single manufacturer. Most real support work happens without either.
One issue, one thread, from request to resolution
The goal is to make the common path short and keep every step on the record.
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Room Help
Someone in the room asks for help. The request arrives with the room already identified.
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Accept
An authorized team member takes ownership, so two people don't chase the same issue.
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Diagnose
Message the user and collect targeted diagnostics from the room, on demand, with the evidence kept on the ticket.
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Resolve or Escalate
Close it out, or hand it to the right person with the full history attached instead of a retelling.
What we're aiming for
Goals for the first release. Scope and timing can still change.
Built for integrators
The integrator owns the customer relationship and runs the workspace. The people in the rooms shouldn't need an account just to ask for help.
Useful without constant monitoring
Not every room is under a monitoring contract. Relay should help on day one of a support request, not only after months of data collection.
Honest about what it knows
A connected device isn't a healthy room. When the evidence is missing or stale, Relay says so instead of showing a green light.
Remote help with consent
Remote assistance requires approval from the room. There is no unrestricted back door into a customer's network.
Platform-agnostic, like the rest of what we do
Rooms are rooms, whatever is inside the rack. The support workflow shouldn't depend on one manufacturer's ecosystem.
A first look
Early concept screens from our working prototype. Everything shown uses made-up sample data, and the final product will differ.
Relay is in development. Screens shown are concept previews using sample data. Features, naming, and release timing are goals, not commitments, and may change before release.