Part of Engage Members & Equip Teams
Keep the conversation connected to care.
Relay keeps every text and call with a member in the member's record. Staff text and call from Relay, inbound messages are matched to the right member, and consent and opt-out rules are checked before anything is sent.
Texting & Calling
- Text and call from the member record
- Bring replies into your team's workflow
- Honor consent and opt-outs at every send
What your team can accomplish
Make each conversation part of the member's story.
Who it serves
- Care coordinators and community health workers
- Supervisors
- Compliance teams approving consent wording
Supported workflows
Text members from their record
Every outbound text passes one server-side check: recorded consent, opt-out status and, for outreach, quiet hours.
Honor STOP, HELP and START
Replies are handled in English and Spanish, and a STOP opts the number out immediately.
Work the inbox
Inbound texts are matched to a member or land in a shared inbox, where staff link them and set their status; a text can become a task.
Record consent properly
Staff record texting consent under your organization's own versioned English and Spanish wording. Consent is never inferred.
Take inbound calls
Calls ring the assigned coordinator, then the backup, the supervisor and queues, with business hours, voicemail and a one-key callback request. The person answering verifies the caller before seeing member details.
Call members from Relay
Place a browser-based call to the member's phone on file. Recording is opt-in for each call, with a consent step.
Channels and what each one uses
Each channel is switched on per organization.
| Channel | What it does | What you connect |
|---|---|---|
| Two-way SMS | Texts from the member record, an inbox for replies, STOP/HELP/START | A Telnyx or Twilio number and approved consent wording |
| Inbound calls | Routing plan, queues, voicemail, callback requests, caller verification | A Twilio voice number, with calling switched on |
| Outbound calls | Browser calls to the member's phone, opt-in recording | The same Twilio voice account |
| System notifications and surveys only | An email delivery service |
Each channel turns on when your organization connects it.
Texting & Calling
Your questions, answered
How does our organization get started?
Texting works with your organization's Telnyx or Twilio number and approved consent wording. Calling works with your Twilio voice account.
Which communication workflows does Relay support?
Every text and call lands in the member's record, so care teams share one conversation history.
How does call recording work?
Recording and transcription stay off unless you turn them on, and recording asks for the member's consent on every call.
Which service powers voice calling?
Calling runs on your organization's own Twilio account and carrier agreements, including your business associate agreement.
When are calling workflows enabled?
We set up and test calling with your voice account before your team goes live; staff-to-staff consults and transfers turn on after that live test.
Who sets our consent and texting policies?
Your organization approves its consent wording and texting policy, and Relay applies them to every message.
How it connects to the rest of Relay
- Outreach & Campaign Management
Outreach attempts and campaigns use the same consent checks.
- Identity & consent
The consent ledger behind every send.
- AI Assistance & Workflow Automation
Suggested replies and call summaries never send on their own.
See member communications in Relay
Tell us how your team reaches members today, and we'll walk through texting and calling in Relay.
Request a demo