Call record
A restoration phone system inside the platform you already run.
Call routing, ring groups, business hours, SMS, and after-hours coverage — every conversation tied to the job and contact it belongs to.
What it does
Every conversation, on the same record.
Calls and SMS don't live in a separate system from the rest of the work. Every conversation attaches to the job, the customer, and the activity timeline — without an answering service in the middle.
- Call routing with rules and ring groups
- Business hours and after-hours coverage
- SMS tied to contacts and jobs
- Activity timeline on every account
- Voicemail and call recording
- Reporting on response time and volume
Capabilities
Inside the communications module.
Four capabilities that make Relay a real restoration phone system.
Call routing
Call routing by team, schedule, and rule.
Ring groups, business hours, after-hours rules, and team-by-team routing — configured once, applied to every inbound call. No third-party answering service required.
- Ring groups by team or office
- Business hours and holiday rules
- After-hours coverage without a vendor
On the job
Every conversation on the job record.
Reporting
Reporting on volume, response, and coverage.
Inbound volume, response time, and coverage health visible to ownership. After-hours performance is a metric, not a guess.
- Inbound volume and response time
- Coverage health across business hours
- Per-team reporting visible to ownership
Built for restoration
Restoration phones aren't generic business phones.
Five things that make Relay's communications restoration-specific.
Calls happen during a loss, not during business hours
Restoration intake happens 24/7. The phone system has to work outside the office.
Every call belongs to a job or a lead
Calls that don't tie to a record get lost. Relay attaches every call.
Routing is by loss type and division, not generic queue
Water mitigation crews answer water calls. Routing matches the work.
After-hours is the work, not a fallback
A significant percentage of restoration intake is overnight or weekend. After-hours coverage is built in.
The conversation history lives where the work lives
Operations doesn't open a phone app to see what was said. The conversation is on the job.
Who uses it
Three teams on the same conversation.
Each role uses communications differently. Dedicated role pages are on the way.
Operations
Hear what the customer said.
Calls and SMS on the job — without switching apps.
Coming soonBusiness Development
Reach customers when they call.
Routing rules direct intake to the rep who can respond.
Coming soonOwners
Know that calls are getting answered.
Volume, response time, and after-hours coverage reported beside operations.
Coming soon
Works with
Connected to leads, CRM, and jobs.
Calls and SMS feed leads, attach to CRM contacts, and live on the job.
Does Relay replace my existing phone system?
Yes. Relay includes call routing, ring groups, business hours, SMS, and after-hours coverage — the workflows a separate phone system would provide.
How does after-hours coverage work?
Routing rules apply outside business hours. Calls can ring an on-call rep, route to voicemail with notification, or convert to SMS — without a third-party answering service.
Are calls recorded?
Voicemail and call recording are available. Recordings attach to the conversation on the contact and job.
Can SMS conversations tie to a specific job?
Yes. SMS threads attach to the contact and, when linked, to the job. The thread is visible to whoever is working the record.
How is response time measured?
Inbound call response time, time-to-first-response, and after-hours pickup are tracked per team and per rep. Reporting sits beside operational metrics.
See it run
Book DemoSee Communications in your operation.
Thirty minutes with a restoration specialist. We'll walk through routing, after-hours coverage, and the job-linked conversation history.