Relay assigns every lead automatically: no manual dispatch, no cherry-picking, no “I thought Dave had it.” You pick the mode, set the timeouts, and the engine enforces the rules 24/7.
Every eligible rep gets the push simultaneously; the first to tap Claim owns it. Urgency built in: your hungriest reps eat first, and time-to-contact collapses.
Leads rotate through your rep order with weights you control. A timeout (30 to 600 seconds) advances the lead if a rep doesn't respond. Fair, predictable, no racing.
The first rep in the queue gets it; no response within your window and it moves to the next, leaving a full escalation trail. Coverage without a manager watching.
This is the actual routing screen managers use: pick a delivery mode, set the claim window and sequential timeout, and drag reps into rotation order. Weights from 10 to 100 set how big a share of the rotation each rep gets; availability flags bench a rep without touching the config.
Set hours per day. After close, leads either race to phones immediately or queue until opening, your call, and the AI keeps answering either way.
Optionally reclaim leads that were claimed but never worked (1 to 60 minutes). Claimed doesn't mean parked.
Every lead carries a timer from the second it lands. Miss the window and it moves on: a push to the next rep, a mark on the missed rep's record, and a full trail for the manager. The customer, meanwhile, already got the AI's first reply.
Three. Blast mode notifies every eligible rep at once and the first to tap Claim owns the lead. Sequential mode rotates leads through your rep order one at a time with a timeout before advancing. Auto-assign rules send the lead to the first rep in the queue and escalate automatically on no response. Pro mixes modes across teams.
The timeout you configure fires (say, 60 seconds) and the lead advances to the next rep automatically. The original rep sees the miss, the manager sees the full escalation trail, and the AI has usually already sent the first reply so the customer never felt the gap.
Relay knows your store hours, set per day. After close, you pick whether leads still race to phones immediately or queue until opening, the AI keeps answering within its active hours, and after-hours calls are handled instead of ringing an empty showroom. Switching is automatic.
On Pro ($999 CAD/month), yes: unlimited teams, like New and Used or separate rooftops, each with its own mode, rep order, and weights, and team-tagged lead sources route to the right team automatically. Standard ($699 CAD/month) runs a single team.
More in the full FAQ, or see AI auto-reply and the manager dashboard.