I can't log in
- Forgot your password? Choose Forgot password? on the sign-in page and follow the email.
- Invite link expired? Ask your manager to tap Resend next to your name in Settings > Team.
- "No account found with this phone number"? Your cell is not saved on your account. Sign in with your email and password, then add your number in Settings > Account.
- Signed in but see the wrong store? In the app, open Settings and tap Switch Dealership.
- Do not use Sign up. Dealership accounts come from your manager.
I don't see my leads
Try these in order
- In the app, open Settings. Make sure Mark as unavailable is off.
- In the same screen, make sure Show claimable leads on Live is on.
- Look for a red You will not receive leads banner. If you see it, turn on notifications for Relay in your phone settings.
- Check the store name. If you work at two stores, tap Switch Dealership.
- Pull down on the Live tab to refresh.
- Still nothing? Ask your manager to check that your role is Sales and you show as Available.
- Snoozed, sold, and lost leads are hidden from the app Messages list.
- Sales reps only see their own leads. Managers see everyone's.
- If your store uses Sequential routing, new leads go to your Messages, not the Live tab.
My texts aren't sending
Read the message Relay shows. It tells you the reason:
| What you see | What to do |
|---|---|
| No phone number assigned | You need a Relay line. Ask your manager to assign one in Settings > Network. |
| Recipient opted out | The customer texted STOP. You cannot text them unless they text START. Call instead. |
| Your wallet balance is too low to send | Your store is out of credit. Ask an owner to text us at 778-764-1975 to add more. |
| This inquiry is not assigned to you | Another rep owns this lead. Ask a manager to reassign it if it should be yours. |
| Texting US numbers from a Canadian Relay number isn't supported yet | Call this customer instead. |
| This phone number can't receive texts | The number is wrong or not a cell. Check it, or call instead. |
| Daily 250 unique-recipient limit | You texted 250 different people today. You can text again in 24 hours. |
If a text just shows as failed, tap Retry sending this message. A failed text is refunded to your store.
Calls don't ring or won't connect
- Allow notifications and microphone access for Relay in your phone settings.
- Open the Relay app. Each time it opens, it reconnects calling.
- Check Your number in Settings. With no Relay line, you cannot call.
- On a computer, the Call button is hidden until you can see the customer's full number. Call from the app.
The customer's number shows as stars
That is on purpose. Sales reps see the full number once the lead is warm: the customer contacted the store, or you have both called and texted them. You can still call and text through Relay. See privacy.
The AI isn't replying
- Your store must have the AI turned on (Settings > AI Agent, for managers).
- Your AI Cover switch must be on in the app Settings.
- The AI stops as soon as you send a message. Tap Resume AI to hand it back.
- The AI only texts between 8 AM and 9 PM store time. Late messages get answered in the morning.
- If the customer asked about price or asked for a person, the AI hands off to you on purpose.
The automatic first text didn't go out
- It only sends between 8 AM and 9 PM store time. Night leads get it in the morning.
- It does not go to customers who texted STOP.
- It does not send when a manager has picked No Auto-Reply, or while the routing Reassignment timer is on.
- For leads you add by hand, it only sends if you turned on Send the automatic first text.
Common questions
Why am I not getting leads in Relay?
In the app Settings, make sure Mark as unavailable is off, Show claimable leads on Live is on, and notifications are allowed. Then ask your manager to confirm your role is Sales and you are Available.
Why won't my texts send?
Relay shows the reason. The most common are: no Relay phone number assigned to you, the customer texted STOP, or your store is out of wallet credit.
Who do I contact for help?
Text the Relay team at 778-764-1975 or call 1-855-467-2999.
Stuck on something this guide does not cover? Text the Relay team at 778-764-1975, call 1-855-467-2999, or email tej@razzytech.com. Back to all help guides.