# Berlay

> Berlay is a customer support platform that unifies email, live chat, Slack, Discord,
> and custom integrations into a single shared team inbox.

## Product

Berlay gives support teams:
- A shared inbox for all customer conversations, across every channel
- Multi-channel sources: email, live chat, Slack, Discord, custom webhooks, and more
- Workspace management with roles: owner, admin, agent, viewer
- Conversation lifecycle: open → assign → resolve → close → reopen
- Custom conversation categories and structured field data per conversation
- Saved reply templates (with /shortcut support) and conversation tags
- Custom inbox views with filter rules (status, channel, category, assignment)
- AI agent configuration and automation rules
- Alerting rules for SLA breach and volume spikes
- REST API v1 for full programmatic access
- Custom webhook integration for external bots and apps (Discord bots, Zapier, etc.)

## Documentation

Full API and integration docs: https://docs.berlay.io

Recommended for LLM consumption (pick one):

- Complete context (single file): https://docs.berlay.io/llms-full.md
- Index only (this style):        https://docs.berlay.io/llms.md
- Quick start guide:              https://docs.berlay.io/quickstart.md
- Custom webhook integration:     https://docs.berlay.io/webhooks.md
- REST API reference:             https://docs.berlay.io/api.md
- For AI agents (structured):     https://docs.berlay.io/for-agents

## Changelog and versioning

- Current API version:       https://docs.berlay.io/api/changelog (JSON)
- What changed since vX.Y.Z: https://docs.berlay.io/api/since?version=X.Y.Z (JSON)
- Human changelog:           https://docs.berlay.io/changelog

## Custom integration quickstart

External apps (Discord bots, scripts, Zapier) integrate via a custom channel:

  1. Create a workspace at https://berlay.app
  2. Go to Admin → Integrations → Custom / API → Connect
  3. Copy the API key (shown once; always retrievable from the manage page)
  4. POST messages to: https://api.berlay.app/api/webhooks/custom/{channelId}
     Header: x-berlay-api-key: brly_...
  5. Configure an outbound webhook URL to receive agent replies as JSON events
  6. Query available categories and fields: GET .../fields (same header)

Full integration docs: https://docs.berlay.io/webhooks.md

## Coverage

Covered: custom integration setup, API key auth, inbound/outbound webhooks, outbound events,
inbound actions, per-integration permission toggles, conversations, messages, contacts, CSAT
ratings, conversation categories, custom fields, API keys, SSRF security model.

Not yet documented: helpdesk/ticketing API, knowledge base API, AI agent configuration API,
alerting rules API, automation rules API.

## Links

- App:         https://berlay.app
- Marketing:   https://berlay.io
- Docs:        https://docs.berlay.io
- API base:    https://api.berlay.app/api/v1/{orgSlug}/
- Contact:     hi@berlay.io