Skip to main content
Every Relay combines three parts: triggers, conditions, and actions. Use this page as the reference when you build or edit one.

​
Triggers

​
Conditions

Every trigger shares a universal core of seven conditions:
  • My phone number equals
  • Conversation label equals
  • Conversation has label
  • Is anonymous conversation
  • Is new conversation
  • Is unassigned conversation
  • Active hours (with a Trigger outside of business hours invert)
On top of that core, three text conditions are trigger-scoped:
  • Message contains text appears on the message triggers (Message Received and Message Sent).
  • Comment contains text appears only on Comment Created.
  • Message failure contains text appears only on Message Failed. Matches a substring in the carrier/provider error text (for example, unreachable, landline, blocked). See Delivery status and errors.
Conditions combine with AND or OR.
Conversation has label vs Conversation label equals. Both conditions check labels, but they behave differently, so pick the one that matches your intent.
  • Conversation label equals is an operator-based matcher. It exposes an operator selector with contains, equals, notEquals, startsWith, and endsWith. Use it for fuzzy or namespaced matches, for example startsWith "Region:" to match every regional label at once.
  • Conversation has label is a simple presence check. It evaluates true when the conversation is currently labeled with the label you pick, and false otherwise. Use it as a gate (for example, only run when the conversation already has the VIP label).
Relays target a phone line, not a user or an availability status. Conditions like My phone number equals scope a Relay to a connected number, not to a specific teammate. There’s no condition for the assigned teammate or conversation owner. Per-person workflows like out-of-office only work when a teammate has a dedicated line.

​
Actions

  • Reply to message (supports templates, tags, and media, with an optional Delay; available on Message Received, Message Failed, and Conversation Label Removed)
  • Assign teammates to the conversation
  • Assign to sender (Message Sent trigger only)
  • Add labels to the conversation
  • Remove labels from the conversation
  • Remove teammates from the conversation
  • Remove all teammates from the conversation
  • Close the conversation
  • Open the conversation
  • Send webhook
Available actions vary by trigger, so check the Add Action menu in the app for the trigger you’re using.

​
Actions on the new triggers

Message Failed supports the following actions:
  • Reply to message
  • Assign teammates to the conversation
  • Close the conversation
  • Open the conversation
  • Remove all teammates from the conversation
  • Remove teammates from the conversation
  • Add labels to the conversation
  • Remove labels from the conversation
  • Send webhook
Conversation Label Removed supports the same set as Message Failed with one asymmetry: Remove labels from the conversation isn’t available on this trigger. Every other action above is available.