Operations
The SOP that finally got read
Why most operating procedures rot in shared drives — and the structural changes (length, hierarchy, ack flow) that flip the read rate.
Blog
Notes from the front of the operations world.
We're drafting our first set of posts now. The blog is going to cover what we're learning building Relay — and what our customers are learning building their teams. No SEO bait, no growth-hack listicles. Real notes on real work.
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Drop us your email and we'll send the first piece when it's live. No drip campaign, no marketing nonsense.
In the pipeline
Working titles for the posts we're finishing now.
Training
The first 90 days, designed
A blueprint for new-hire onboarding that doesn't depend on a single senior person being available. Works for hourly + salaried roles.
AI
When the assistant cites the wrong page
Diagnosing retrieval misses in a citation-first AI assistant. What it tells you about your SOP hierarchy, not your model choice.
Operations
Why workflows beat checklists
Some processes are sequential — checklists are fine. Some have branches. We argue (with diagrams) for visual workflows in the second case.
Building Relay
Three weeks with Anthropic Opus 4.7 in production
Notes from rebuilding our AI assistant on Opus. Prompt caching, citations, latency, cost. What surprised us.
Operations
Tracking acknowledgement without nagging
How to design an ack flow that gets compliance without breeding resentment. (Yes, employees know when you're padding policy.)