Introducing Argus Relay: A Unified Customer Support Platform

Most support teams operate across multiple disconnected systems. Live chat runs in one tool. Email tickets live in another. Customer context is split between them, and agents spend time switching between interfaces instead of resolving issues. The result is slower response times, duplicated effort, and a fragmented view of each customer's history.

Argus Relay addresses this by bringing live chat and email into a single unified inbox. When a customer starts a chat and later follows up by email, the agent sees one continuous conversation thread rather than two separate records. Contact profiles, conversation history, and internal notes are shared across both channels.

The Relay chat widget can be deployed by adding a single script tag to any website. There is no API key configuration, no build step, and no additional dependencies. The widget renders inside a Shadow DOM, which provides complete CSS isolation from the host page. It will not affect existing page styles and existing styles will not affect the widget.

Widget appearance, positioning, branding, pre-chat forms, and welcome messages are configurable from the Relay dashboard. A JavaScript API is also available for programmatic control, including visitor identification, triggered messages, and custom attribute passing.

Email integration is handled through SendGrid with full thread tracking. Inbound emails are parsed, associated with existing contacts where applicable, and surfaced alongside chat conversations in the same inbox. Agents do not need to switch between tools to manage both channels.

From the inbox, agents can assign conversations to teammates, leave internal notes that are not visible to the customer, insert canned responses, and attach files. The interface updates in real time over WebSockets, so the inbox reflects the current state without requiring manual refresh.

Relay includes a visual workflow builder that allows teams to automate routing, assignment, and escalation without writing code. Conversations can be routed by channel, customer segment, or message content. Assignment can be configured for round-robin, load-balanced, or skills-based distribution.

SLA policies are configurable by priority level and customer segment, with business hours taken into account. The system issues breach warnings before deadlines are missed rather than after. Workflows can also auto-tag, auto-prioritize, and trigger notifications based on configurable conditions.

Relay includes a knowledge base that supports article collections, nested categories, rich content editing, and scheduled publishing. Articles can be served on a custom subdomain and are structured for search engine visibility. Feedback ratings and search analytics provide insight into which articles are effective and where documentation gaps exist.

When agents are working a conversation, relevant knowledge base articles are surfaced in the interface. Customers interacting with the chat widget see search results from the knowledge base before initiating a conversation. The intent is to resolve common questions through self-service and reduce the volume of issues that require agent involvement.

Argus Relay is delivered as a managed service. Tesseract handles hosting, infrastructure operations, updates, and availability monitoring. Customers do not need to provision servers, manage databases, or maintain deployment pipelines. The platform is ready to use on signup.

Security controls include role-based access, team-based data isolation, encrypted data in transit and at rest, brute-force protection, and comprehensive audit logging. A REST API and webhook system are available for teams that need to integrate Relay with existing internal tools and processes.