relay lead protection for service teams

One accountable owner for every inbound lead, a visible deadline, and automatic escalation — with WhatsApp, payments and calendars on the same record.

WhatsApp • Stripe • Google Calendar • Telegram

New lead · WhatsApp

SK

Sara Khan

“Need a 10kW rooftop quote before Friday.”

0:45

to acknowledge before it escalates

Leads, timers, escalations, WhatsApp, payments and appointments — one screen, live.

Folded. Handled.

0

accountable owner per lead — never zero, never two

0

escalation levels by default: next available, backup, manager

0

real integrations: WhatsApp, Stripe, Google Calendar, Telegram

0%

of assignments, escalations and config changes audited

Real estate agenciesSolar installersClinic patient teamsHome servicesEducation counsellorsCar dealershipsInsurance brokersInterior studiosReal estate agenciesSolar installersClinic patient teamsHome servicesEducation counsellorsCar dealershipsInsurance brokersInterior studios

Why Relay

What goes wrong today, and what changes.

  1. Leads are assigned informally — nobody is clearly responsible.
    Exactly one accountable owner per lead, recorded with every hand-off.
  2. Absence, leave and overload are ignored when leads are handed out.
    Only Available employees under their open-lead limit receive leads.
  3. Nobody is alerted when a lead waits too long.
    A visible countdown, then automatic escalation and a Telegram alert.
  4. The CRM forces one fixed structure, so teams keep side spreadsheets.
    Custom fields, per-pipeline field sets and stage gates — no code.
  5. Conversations, payments and appointments live in other apps.
    WhatsApp, Stripe and Google Calendar land on the same customer record.
  6. Managers can't see response times or missed opportunities.
    A live dashboard with drill-down, and an audit log nobody can edit.

How it works

Five steps. Zero blind spots.

Timers live in the database, so a restart never loses a deadline — and two timers firing together never escalate the same lead twice.

01

Capture

Web form, WhatsApp message or manual entry — every lead is born with a source label and a contact record.

02

Assign

Round-robin across employees who are Available and under their open-lead limit. Nobody on leave ever gets one.

03

Acknowledge

The owner sees a live countdown. A note, reply, call or stage change counts as acknowledgement.

04

Escalate

Window expires → next employee → backup → manager. Levels and timers are yours to configure.

05

Recover

Anything that slipped lands in the recovery queue with the reason — and the audit trail proves who held it.

Built for service teams

Shaped to how your team sells.

Real estate agency

Portal and WhatsApp enquiries routed to the agent on duty; viewings booked straight onto their calendar.

Example setup

0
agents
0s
acknowledge window
0
pipelines: rent, sale, commercial

Solar installer

Roof type and system size are required before a deal can enter Proposal. Deposits collected by Stripe link.

Example setup

0
staff
0s
acknowledge window
0
custom fields

Clinic patient team

Web-form enquiries escalate to the front-desk lead, then the practice manager. Every hand-off is audited.

Example setup

0
coordinators
0s
acknowledge window
0
escalation levels

Home services

Technicians on leave never receive jobs; their open requests move the moment they switch to Offline.

Example setup

0
technicians
0s
acknowledge window
0
service pipelines

One platform

Everything about a customer, on one page.

Conversations, opportunities, payments, appointments, the owner and the full history — no more tab-switching, no side spreadsheets.

A CRM shaped like your business

Custom fields, per-pipeline field sets, and stage gates that block a move until required fields are filled.

New3

10kW rooftop

$7.8k

Hybrid + battery

$9.2k

5kW starter

$3.9k

Site survey2

15kW net-metered

$11.4k

Villa 20kW

$15.6k

Proposal2

Needs survey date

Warehouse 250kW

$185k

Clinic roof

$22k

Won1

8kW rooftop

$6.1k

WhatsApp, in the record

Signed webhooks, delivery receipts, retries, opt-outs.

Is Saturday possible for the visit?

Yes — 11:00 works. Booking it now.

Sent · Delivered · Read ✓✓

Signature verified · duplicate webhooks ignored · STOP honoured

Get paid from the deal

Stripe checkout links; status flips the moment the webhook lands.

Deposit · INV-2041

$0.00

Paid
Requested by Bilal K.pi_3Q…8fK
PendingPaidRefunded

Real calendars

Google OAuth, free/busy conflict checks, time-zone safe.

MonTueWedThuFri
09:00Busy
12:00Busy
16:00VisitBusy

Thu 16:00 Asia/Karachi · 15:00 for Bilal in Dubai

Tamper-proof audit

Append-only at the database level. Who, what, when, before and after.

  • 10:41 lead.escalated · system
  • 10:39 role.updated · Owner
  • 10:12 stage.deleted · Admin
  • 09:58 integration.connected · Admin
  • UPDATE / DELETE → rejected by trigger

Permissions, not job titles

Roles are bundles of permissions. Deal values are masked for whoever shouldn't see them — in lists, details and exports.

crm.viewcrm.editcrm.exportcrm.view_valueleads.manageaudit.viewintegrations.manage

Numbers that never disagree

Every figure follows one definition and drills down to the records behind it.

New0k
Survey0k
Proposal0k
Won0k

Click any figure → the exact records behind it

Complete customer view

One page per customer. Nothing in another tab.

  • WhatsApp thread with delivery receipts and failure reasons
  • Every lead, its owner and the time it took to respond
  • Payment requests, who sent them, and Stripe's reference
  • Appointments on the employee's real Google Calendar
  • A timeline of notes, stage changes, escalations and edits
AA

Ahmed Ali

+92 300 111 0002 · Karachi

WhatsApp

15kW ka kitna kharcha?

3.1–3.4M PKR. Survey Thu 4pm?

15kW net-metered

Site survey · $11,400 · Bilal K.

Deposit

$1,250

Paid

Visit

Thu 16:00

Google

Lead Acknowledged

WhatsApp · owner Bilal K. · first response 38s

AI triage

Wants 15kW with net metering · urgency 82/100 · Roman Urdu

Activity

• Escalated → manager

• Escalated → backup

• Note: prefers Urdu

Relay AI

The teammate that never misses a notification.

Instant first response

When nobody acknowledges in time, Relay's AI replies on WhatsApp in the customer's language — clearly labelled, and the human owner still owns the lead.

Lead triage

Every inbound message is scored for urgency, summarised, and its details (budget, location, timeline) filled into your custom fields.

Reply copilot

Drafts the next message from the whole record — stage, payments, appointments. A human always presses send.

Team briefing

One paragraph on who's overloaded and what's slipping, built only from live numbers.

Security

Built like it holds other people's customers.

Password storage

0

Argon2id iterations per hash, with a unique salt per password

Secrets at rest

0-bit

AES-GCM encryption for every integration secret and OAuth token

Brute-force guard

0

failed sign-ins per 15 minutes before an email or IP is locked

Authorization

0%

of reads and writes checked for workspace and permission on the server

Webhook authenticity

0

webhook signature schemes verified: Twilio, Stripe, Telegram

Tamper resistance

0

ways to edit or delete audit history — blocked by a database trigger

Integrations

Real services. Real failure handling.

Every webhook is signature-verified and idempotent. Every outbound call is logged, retried with back-off, and explained in plain language when it can't succeed.

Twilio WhatsApp

Live

Messaging & lead capture

Stripe

Live

Checkout, webhooks, refunds

Google Calendar

Live

OAuth 2.0, free/busy

Telegram

Live

Escalation alerts

A Telegram alert reaches the new owner within the minute of every escalation.

Questions

Things teams ask before switching.

When the window expires the lead moves to the next available employee, then the designated backup, then the manager. Each new owner gets a Telegram alert, and the lead appears in the recovery queue if it escalates twice.

Your next customer is messaging right now.

Set up a workspace in under a minute. Invite your team, connect WhatsApp, and never wonder who dropped the ball again.