Frequently Asked Questions
Everything you need to know about Relay by RazzyTech, from how routing works to what the implementation process looks like.
Jump to a section
General
What is Relay by RazzyTech?
Relay by RazzyTech is an automotive lead management platform for car dealerships. It routes incoming leads from every source (AutoTrader, CarGurus, Facebook, website forms, etc.) directly to your sales reps' phones, handles AI-assisted first responses, provides dedicated dealership phone numbers for SMS and calling, and gives managers a real-time dashboard with response time tracking.
Who is Relay for?
Relay is built for franchised and independent car dealerships of any size. It's especially useful for dealerships that receive leads from multiple sources, have more than two or three sales reps, and want visibility into how quickly and consistently their team responds to incoming leads.
Is Relay a CRM?
Relay is a lead management and communication platform, not a full CRM. It focuses on the moment a lead arrives through the moment a rep makes first contact. Relay works alongside your existing CRM or DMS rather than replacing it: it can push lead assignments into your CRM so your deal-management workflow stays intact.
How is Relay different from VinSolutions, DealerSocket, or other automotive CRMs?
Traditional automotive CRMs are large, expensive, and focused on deal management, desking, and customer lifecycle. Relay is purpose-built for the speed-to-lead problem: getting leads off the internet and into a rep's hands in seconds. It's faster to deploy, significantly less expensive, and focused entirely on lead routing, first response, and communication, not replacing your existing deal management system.
Lead Routing
What routing modes does Relay support?
Relay supports three routing modes: Round Robin (leads rotate evenly through active reps), First to Claim (the first rep to tap the notification claims the lead), and Auto-Assign Rules (Relay assigns automatically and escalates if there's no response within your configured timeout). You can mix modes across departments on the Pro Plan.
What happens if a rep doesn't respond to a lead?
With Auto-Assign Rules, if a rep doesn't respond within your configured timeout (e.g., 10 minutes), Relay automatically reassigns the lead to the next available person. The original rep is notified that they missed it. The manager dashboard shows the full escalation trail.
Can routing rules change based on time of day or day of the week?
Yes. Relay is schedule-aware. You can configure different routing rules for business hours vs. after hours, weekdays vs. weekends, or any time window. Routing switches automatically, with no manual intervention required when shifts change.
Can different departments have different routing rules?
Yes, on the Pro Plan ($999 CAD/month). You can create unlimited teams (New, Used, Finance, Service, Parts) with separate routing modes, rep lists, and timeout settings per department. The Standard Plan ($699 CAD/month) supports a single team with one routing configuration.
AI & Communication
Does Relay have AI auto-reply?
Yes. Relay's AI auto-reply sends a contextual first response when reps are busy or the store is closed. The AI acknowledges the lead, references the vehicle of interest, and lets the customer know a rep will follow up. It buys time without replacing the salesperson.
Can each rep control their own AI settings?
Yes. Every rep has their own AI and auto-reply preferences in the Relay mobile app. They can enable or disable auto-reply, choose when it activates (always, after-hours only, or when busy), and control the tone of the initial response. Managers can set defaults at the team level.
Do reps need to use their personal phones to text leads?
No. Relay provides dedicated dealership phone numbers. All SMS and calls happen inside the Relay app using the dealership's number. Customers never see the rep's personal number. If a rep leaves, the phone number and full conversation history stay with the dealership.
What happens to conversation history when a rep leaves?
All conversations belong to the dealership, not the individual rep. When a rep leaves, their full conversation history remains in Relay and can be reassigned to another rep. Customers never have to repeat themselves, and managers retain full visibility.
Pricing & Setup
How much does Relay cost?
Relay is available on two plans, billed monthly in CAD: Standard at $699/month (single team, core routing and communication features) and Pro at $999/month (unlimited teams, department-specific routing rules). Both plans have usage-based costs for SMS, calls, and phone numbers on top of the monthly fee.
What are the usage-based costs?
Usage costs are billed in addition to your monthly plan: phone numbers at $2/number/month, SMS (mixed profile) at $0.025/text, SMS (outbound profile) at $0.03/text, and voice calls at $0.03/minute. For a dealership with 300 leads/month, typical usage cost is approximately $130 CAD/month.
What does the implementation fee cover?
Implementation is a one-time $2,500 CAD fee that covers: lead source mapping, routing rule configuration, messaging and phone setup, DMS/CRM integration (if applicable), system testing, manager walkthrough, and first-week tuning. Most dealerships are live within 5-7 business days.
How quickly can we go live with Relay?
Most dealerships go live within 5-7 business days of signing up. The timeline depends primarily on connecting your existing lead sources and any DMS/CRM integration. We work with your schedule and handle the technical configuration.
Technical & Data
Which lead sources does Relay integrate with?
Relay integrates with AutoTrader, CarGurus, Cars.com, Facebook Lead Ads, Google Vehicle Ads, dealer website forms (any platform), and any source that delivers leads via ADF/XML email (the automotive industry standard). Custom API integrations are also available through the implementation process.
Does Relay work with my existing DMS or CRM?
Yes. Relay can push lead assignments to CDK, Reynolds & Reynolds (ERA-IGNITE), DealerTrack, VinSolutions, DealerSocket, Activix, AutoRaptor, and other systems. Your deal management workflow stays exactly the same. Relay just handles the lead-to-rep assignment layer.
Who owns the data, the dealership or Relay?
The dealership owns all data. Lead information, conversation history, phone numbers, and customer contacts belong to your dealership. Relay processes this data to operate the platform. If you cancel, your data is not deleted immediately. We provide an export window so you can retain your history.
Is Relay secure?
Yes. Relay is built on secure infrastructure with data encryption in transit and at rest. Phone numbers are provisioned through a carrier-grade telephony platform. Customer data is never shared with third parties. Relay complies with Canadian privacy requirements for businesses operating in Canada.
Learn more about specific features
Lead Routing →
Deep dive on round robin, first-to-claim, auto-assign, and schedule-aware routing.
AI Auto-Reply →
How Relay's AI handles first responses and hands off to your reps seamlessly.
SMS & Calling →
Dedicated dealership numbers, full conversation history, mobile and web.
Manager Dashboard →
Real-time lead visibility, response time tracking, and team performance metrics.
Integrations →
Every lead source Relay connects to, and how DMS/CRM integration works.
Still have questions? →
Book a demo or send us a message. We'll answer anything you need to know.
Ready to see Relay in action?
Book a 30-minute demo. We'll walk through your current lead flow and show you exactly how Relay would work for your store.
Book a Demo