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How to Create, Edit & Delete Relays

Build reliable automations with a clear flow: Trigger → Conditions → Actions. This guide shows you how to configure, test, and troubleshoot Relays.
Permissions required: By default, only Admin users can access Relays. If you don’t see the Relays module, ask your workspace admin to grant you Relay Management permissions via Settings → Team Management. Learn more: Team Management.

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How to Create or Edit a Relay

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1. Visit the Relays module

When you first visit Relays, you’ll see templates you can use as a starting point, just click Add Relay to start building. Relays Templates Pn All Relays appear in the Relays tab with an On/Off toggle. You can delete Relays from the same view.
By default, new Relays are paused. Toggle them On when you’re ready.
Relays Tab Pn

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2. Name and describe your Relay

Click the vertical ⋯ (three dots) next to a Relay to Rename, Edit description, or Delete.
Add an emoji (e.g., 💤 for after-hours) to make Relays easy to scan.
Relay Name Description Pn

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3. Set a Trigger

Current supported trigger: Message Received (fires when a new inbound SMS arrives).
Note: Templates include the message received trigger by default.
Relay Message Received Trigger Pn

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4. Add Conditions

Conditions control where/when a Relay runs. You can combine multiple conditions with AND or OR. Available conditions:
  • Message contains text — match keywords like SUPPORT, HELP
  • My phone number equals — run only on a specific outbound line
  • Is anonymous conversation — no saved contact yet
  • Is new conversation — first inbound in a thread
  • Active hours — restrict to a daily time window
Tip: Turn on “Trigger outside of business hours” to invert the time window for after-hours replies.
Relay Condition Pn

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5. Add Actions

Actions run when the conditions match. You can add one or many in the order you want them to execute.
  • Reply to message — send an SMS/MMS (supports templates, tags, and media)
  • Assign teammates to the conversation — pick one or more users
  • Add labels to the conversation — apply one or more labels
Tip: You can chain multiple actions together—e.g., Reply, Assign, and Label in a single Relay.
Delays (optional)
  • Add a Delay to Reply to message to wait minutes/hours before sending.
  • Delays help prevent duplicate auto-replies if a message was sent recently.
Relay Action Pn

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6. Activate your Relay

Use the toggle to turn the Relay On. You can pause anytime without losing your setup. Relay Toggle Pn

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Managing Relays

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Pause / resume

  • From the list: toggle On/Off
  • From details: use the status toggle at the top
Paused Relays do not evaluate triggers or run actions.

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Delete

Open the Relay → ⋯ → Delete.
Warning: Deleting is permanent. If you might reuse the automation, pause instead.

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Starter Relay Templates (Copy & Adapt)

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Keyword responder

Trigger: Message Received
Conditions: Message contains SUPPORT
Actions: Reply →
“Thanks for reaching out to support. Please share any extra details, and we’ll jump in.”
Tip: Keep keywords short and memorable (e.g., JOIN, BOOK, SUPPORT).

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Identify unknown contacts

Trigger: Message Received
Conditions: Is anonymous conversation
Actions: Reply →
“Thanks for texting us! What’s your first and last name so we know who to help?”

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Assign new conversations

Trigger: Message Received
Conditions: Is new conversation
Actions: Assign teammates → pick your queue owner(s)

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Auto-label new threads

Trigger: Message Received
Conditions: Is new conversation
Actions: Add labels → e.g., Support, Lead, Region: West

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After-hours auto-reply

Trigger: Message Received
Conditions: Active hours (inverted for after-hours)
Actions: Reply →
“Thanks for texting! We’re away right now. We’ll reply at 8am PT. Reply STOP to opt out.”

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Technical Notes & Behavior

  • Action order: Actions execute top-to-bottom in the order you add them.
  • Delays: Units include minutes/hours. Use to prevent duplicate “fast follow” replies.
  • Active hours: Configure daily windows; invert to run only outside business hours.
  • Permissions aware: Assign/Label actions respect Roles & Permissions.
  • Testing tip: Start with a single condition/action, confirm it fires, then layer on complexity.

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Frequetly Asked Relay Questions

Do Relays respect roles & permissions?
Yes. Assign/Label actions follow your Roles & Permissions settings. Can multiple Relays run on one inbound message?
Yes. If conditions match for more than one Relay, each eligible Relay can run. Can I include media in auto-replies?
Yes. Keep each file ≤ 10 MB (files > 500 KB are sent as links). See Media. Can I pause without losing my setup?
Yes—toggle Off to pause. Toggle On to resume. How do I avoid duplicate automated replies?
Add a Delay to the Reply action, or narrow conditions (e.g., “Is new conversation”).

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Troubleshooting

A Relay didn’t fire
  • Confirm it’s On (not paused).
  • Verify the Trigger is “Message Received”.
  • Temporarily loosen Conditions (switch AND to OR, remove a filter) to test.
Auto-reply sent multiple times
  • Add a Delay to your Reply action so back-to-back messages don’t both trigger an instant response.
Assign/Label didn’t apply
  • Check the target user/label permissions.
  • Remove long Delays while testing to see results immediately.
Unexpected timing
  • Review Active hours and the invert setting.
  • Check your workspace timezone.

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Best Practices

  • Be explicit: Name Relays clearly (e.g., “After-hours reply — Support line”).
  • Document ownership: Add who maintains the Relay to the description.
  • Start simple: One trigger → one condition → one action. Expand gradually.
  • Stay compliant: Include opt-out language (e.g., “Reply STOP to opt out”) where appropriate.