STOP and START
- If a customer texts STOP (or STOPALL, UNSUBSCRIBE, CANCEL, END, or QUIT), Relay stops texting them.
- Reps then see "Recipient opted out." Automatic texts, follow-ups, and the AI skip them too.
- If they text START (or YES or UNSTOP), they can get texts again.
- If they text HELP, Relay replies with how to stop and restart texts.
- Managers see Manually opt in (requires consent). Only use it if the customer clearly asked to hear from you again.
Why reps see some numbers as stars
To keep leads in the store, sales reps see a new lead's number as stars (like *-*-1234). They see the full number once the lead is warm:
- the customer called or texted the store, or
- the rep dialed the number themselves, or
- the lead has had at least one call and one text.
Reps can always call and text through Relay without the number. Managers and owners always see full numbers. The Calls and Contacts lists still show stars to reps for now.
CASL basics for Canadian dealers
Canada's anti-spam law (CASL) covers business texts and emails. In general, a customer who asks about a car lets you message them for six months. Each message should say who it is from and give a way to stop. Relay helps by handling STOP replies, keeping a record of opt-outs, and holding automatic texts to 8 AM to 9 PM. Relay does not decide consent for you. Check with your own advisor.
See the privacy policy for how Relay handles data.
Common questions
How does Relay handle STOP replies?
When a customer texts STOP, Relay blocks all texts to them, including automatic and AI texts, until they text START.
Why can't a sales rep see a lead's phone number?
Relay hides the number from reps until the lead is warm: the customer contacted the store, or the lead has had both a call and a text. Reps can still call and text through Relay.