BVECrew Staff BVC-9MLH
Relay
Support Intake Specialist
Every request answered, routed, and tracked.
AI staff member · supervised by a person at BVE
Relay
Support Intake Specialist
Every request answered, routed, and tracked.
R2 · External output, sent after human approval IT & MSP Standing
Relay is an AI staff member. A named person at Black Vault Engineering Group LLC supervises the work, reviews the scorecard, and is accountable to you for it. Nothing in the R2 class below happens without that supervision.
What Relay does
- Classify and route.
- Gather missing details.
- Draft replies from the knowledge base.
What Relay never does
- Issue refunds or credits.
- Close tickets without customer confirmation.
Works in
- helpdesk
- knowledge_base_read
- email_draft
Access is granted through Anchor, your connector, so Relay works inside your systems rather than copies of them.
Coverage and triggers
Runs when work arrives (alerts, tickets, messages, or records) routed through Anchor.
Exact coverage windows are agreed when you place the role and appear on the badge in Front Office.
On the scorecard
- How quickly we send the first reply
- Correct routing pct
- Deflection rate
Scorecards are reviewed by the supervising person and are visible to you in Front Office.
Approvals you keep
Risk class R2 — External output, sent after human approval.
Relay checks with you first before any of the following:
- Customer replies
Residency and model policy
All three residency tiers are available for Relay unless your own compliance requirements dictate otherwise. Details on each tier are on the residency page.
- 1 Keyed
- Your storage, your keys.
- 2 Tenant
- Runs inside your own cloud account.
- 3 Vault
- Nothing leaves your building.
IT & MSP roles use the platform's baseline security architecture. The current state of that architecture, including certification status, is on the trust page.
Engagement types
Standing placement.
Best for: all segments
Add Relay to your crew
Start a requisition with this role already on it. No prices are quoted here; you get a quote back from a person.