Replace your phone system with one that knows every job.

Relay is a complete restoration phone system (routing, IVR, ring groups, business hours, SMS, voicemail, and recording) with every call tied to the contact, lead, and job it belongs to.

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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, IVR, and ring groups
  • Business hours and after-hours coverage
  • SMS and MMS tied to contacts and jobs
  • Tracking numbers that tie every call to its source
  • Voicemail, call recording, and blocked numbers
  • Click-to-call softphone (rolling out)
Capabilities

Inside the communications module.

The capabilities that make Relay a real restoration phone system.

Call record

Every call, tied to a customer record.

Calls and SMS attach to the contact and the account automatically. The activity timeline is one place, across calls, messages, jobs, and invoices.

  • Calls attached to contact and account on connect
  • SMS threads on the customer record
  • Timeline visible to sales, operations, and accounting
Connects to CRMWhere contacts and accounts live.
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.

Calls and SMS land on the job they belong to. Operations sees the conversation history without leaving the job.

  • Inbound and outbound calls linked to the job
  • SMS threads attached to the job
  • Voicemails and recordings on the timeline
Connects to JobsWhere the job record lives.
Call tracking

Tracking numbers that tie the ad to the job.

Relay swaps in a unique tracking number for each web visitor and captures the ad click, campaign, and source of the call. That attribution follows the call to the job it becomes, and powers automatic Google Ads conversion upload.

  • Per-session tracking numbers capture the ad click and source
  • Source attributed from the ad to the call to the job
  • Feeds automatic Google Ads offline conversions
Connects to Google AdsThe closed loop from spend to closed revenue.
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.

The 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

The teams on the same conversation.

Each role uses communications differently.

Works with

Connected to leads, CRM, jobs, and marketing.

Calls and SMS feed leads, attach to CRM contacts, live on the job, and trace back to the ad spend that drove them.

Communications FAQ

Questions about the communications module.

More on the FAQ page.

Does Relay replace my existing phone system?

Yes. Relay is your phone system (call routing, IVR, ring groups, business hours, SMS, voicemail, and recording) with the added advantage that every call is tied to the contact, lead, and job it belongs to.

What powers the calling?

Relay runs the calls, SMS, and recording on enterprise-grade carrier infrastructure behind the scenes, so quality and deliverability are reliable and there is nothing for you to set up or maintain.

Is there a softphone?

Click-to-call on web and iOS is rolling out: dial from the Calls list, voicemail, and the CRM call queue. Ask us about availability for your setup.

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

See Communications in your operation.

About an hour with a restoration specialist. We'll walk through routing, after-hours coverage, and the job-linked conversation history.

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