Layer 02 · Relay — Messaging

Every message answered. In seconds.

Web chat, SMS, email, and the DMs — Relay replies the moment a lead lands, qualifies the job, and books it to your calendar. Your inbox keeps working while you’re under a sink or on a roof.

Book My Messaging Audit See the channels ↓

The messaging side of the Communication layer — alongside VOX. (205) 831-8876

01The Cost of Being Slow

Leads don’t wait. They text the next guy.

A message sits in your inbox. An hour passes. A day. The customer already hired whoever answered first. Speed is the entire game.

SPEED-TO-LEAD — THE MATH BASIS: INDUSTRY RESPONSE-TIME DATA REGION: US
01 47 hrs typical response The average business takes roughly two days to answer a new web lead. By then the customer has already called the next name on the list.
02 <60s Relay first reply Relay answers a chat, text, email, or DM inside the first minute. Speed-to-lead is the single biggest lever on whether a lead becomes a job.
03 73% vs 31% for slow responders Businesses that reply fast convert markedly better than those that don’t. The lead that hears back first is the lead that books.

The lead that hears back first is the lead that books. Everybody else is just quoting.

02Every Channel Covered

One agent. Every inbox a customer uses.

Customers reach out wherever is easiest for them — chat, text, email, a DM at 11 PM. Relay meets them on all of it, in your voice.

Web Chat
ON YOUR SITE
A chat widget that answers visitors the second they open it — no “we’ll get back to you.”
SMS
TEXTING
Two-way texting that qualifies the lead, answers questions, and books the job.
Email
INBOX
Follow-up on inbound emails before they go cold and the sender moves on.
FB & IG DMs
SOCIAL
Facebook and Instagram messages answered — not left on read for two days.
03The Flow

From a message to a booked job, in under a minute.

It runs itself. The customer feels taken care of instantly — you just see the booked job and the logged thread.

01 Message Lands A web chat, text, email, or DM comes in — wherever the customer reached out.
02 Instant Reply Relay answers in seconds, in your voice, before the lead tabs over to a competitor.
03 Qualify & Capture It figures out what they need, captures the details, and answers their questions.
04 Book or Nurture Books the appointment to your calendar — or follows up on a sequence until they’re ready.
05 Logged & Visible Every thread lands in the CRM with the outcome. You see exactly what came in and what closed.
04What the Customer Sees

A web chat, booked in under a minute.

This is the actual chat a site visitor gets — no contact form, no “we’ll respond in 24–48 hours.” Just an answer, a qualification, and a booked slot.

Web Chat — Sample
BOOKED IN ~44s · ACME HVAC
LIVE
Hi! Thanks for reaching out to Acme HVAC — what can we help with today? +8s
My AC isn’t cooling. House is getting warm. +12s
Sorry to hear that. Is it blowing warm air, or no air at all? And what’s the address? +18s
Warm air. 1820 Birch Lane. +24s
Got it. We have a tech out between 2:00 PM and 4:00 PM today. Want me to lock that in? +31s
Yes please. +37s
Booked for 2:00 PM today — Mike will text when he’s en route. Confirmation sent. Anything else? +44s
05What’s in the Build

The whole messaging system. Built for you, not rented.

Every channel, the speed layer, the follow-up, and the logging — wired together and maintained by us. You see the conversations in your CRM, not a black box.

Channels
C·08 — EVERY INBOX
  • Website chat widget on your site
  • Two-way SMS texting
  • Email follow-up
  • Facebook & Instagram DMs
Speed & Qualify
C·09–10 — REPLY FAST
  • Replies in seconds, not hours
  • Qualifies the job and captures the details
  • Answers in your brand voice
Follow-up & Nurture
C·11–12 — STAY ON IT
  • Nurture sequences until they book or say no
  • AI review responder for new reviews
  • SMS receptionist for routine questions
Booking & Logging
C·13 — CLOSE THE LOOP
  • Live calendar booking from any channel
  • CRM logging — contact, thread, outcome
  • Clean handoff to a human when it’s needed
06How It Fits the Communication Layer

Every call answered. Every message answered.

VOX takes the calls. Relay takes the messages. Recovery catches the slips. One layer, every way a customer reaches you covered.

VOX — The Voice Side
C·01 — ANSWERS EVERY CALL
Answers every call the moment it rings, in your voice, 24/7.
Relay — Every Message
YOU ARE HERE
Chat, SMS, email, and DMs answered in seconds — the messaging side.
  • Speed-to-lead replies and nurture, in your voice.
  • Every thread logged to the CRM with the outcome.
Recovery — The Safety Net
C·03 — CATCHES THE SLIPS
Texts every missed caller within a minute, so the lead doesn’t vanish.
07Questions

Common messaging questions.

Web chat on your site, SMS, email, and Facebook and Instagram DMs. One agent across every place a customer tries to reach you.
In seconds. The first reply goes out inside the first minute, which is where most of the conversion happens. Past an hour, the lead is usually gone.
Yes. It’s trained on your services, your area, and your pricing, and you pick the voice. Customers get your business on the line, not a generic bot.
Yes. It qualifies the job, offers a slot from your live calendar, confirms the booking, and writes it back to your calendar and CRM.
It hands the conversation to a human cleanly — you get a notification with the customer details and the full thread so far. No awkward restart for the customer.
The AI review responder replies to new reviews in your voice, fast, so nothing sits unanswered. It’s part of the same messaging layer.
VOX is the voice side — it answers every call. Relay is the messaging side — every text, chat, email, and DM. Together they cover every way a customer contacts you.
Answer Everything

See how many messages you’re already missing.

Fifteen minutes. We look at where leads come in today, how fast they get answered, and what slips through the cracks.

Book My Messaging Audit
(205) 831-8876 info@stellarisridge.com