Question 1

Why my own telecom provider?

Accepted Answer

To pay telecom at real cost, with no middleman — the markup disappears. You connect Twilio, SignalWire or Telnyx (the last two ≈ half price). And the software is billed per team, not per seat: your bill doesn’t climb with every hire.

Question 2

What’s the total cost, including telecom?

Accepted Answer

Software runs $17–97/mo (included seats + a small per-seat amount beyond), plus your telecom bill at your provider’s rate. Example: a team of 10 ≈ $57 software on Business. Use the calculator for your case.

Question 3

Is the total cheaper than OpenPhone?

Accepted Answer

Once you have a team or volume, yes — Relay is billed per team while OpenPhone bills per seat. At 10 people, ~$57 software vs ~$190. Solo with light usage, it can cost the same; we’d rather tell you.

Question 4

Is connecting a provider hard?

Accepted Answer

Five minutes. We guide you step by step for Twilio, SignalWire or Telnyx, and you pick/buy your number right from Relay.

Question 5

What about US business SMS (A2P 10DLC)?

Accepted Answer

Sending business SMS in the US requires A2P 10DLC registration, which you manage on your provider account. We guide you step by step, but plan for that step.

Question 6

Can I cancel anytime?

Accepted Answer

Yes, anytime, from your workspace. No commitment, no penalty.

Question 7

What’s the catch with Free?

Accepted Answer

No catch: 1 workspace, calls only (no SMS). Enough to truly test before paying.

Question 8

Is AI included?

Accepted Answer

The AI layer is in the Business and Scale plans; you bring your own OpenAI or Claude key, so you keep control of cost and data.

Question 9

What does the AI actually do?

Accepted Answer

After every recorded call, it writes a summary and lists action items. In texts, it suggests the best reply. And it can auto-reply outside business hours.

Question 10

Are my conversations used to train a model?

Accepted Answer

No. You bring your key, calls go through your provider, and no data is resold or used to train anything.

Question 11

Are my telecom credentials safe?

Accepted Answer

Encrypted with AES-256-GCM, never exposed to the browser, never in clear on the server. It’s your account (Twilio, SignalWire or Telnyx): revoke your keys anytime.

Question 12

Are you GDPR compliant?

Accepted Answer

Yes, GDPR and Law 25. Deleting your account fully purges your data.

Question 13

How do you handle payments?

Accepted Answer

Via Stripe. We never store your card.

Question 14

Do I need to install an app?

Accepted Answer

No. Relay runs entirely in the browser, on desktop and mobile (PWA).

Question 15

Can I keep my current number?

Accepted Answer

Yes. Connect your Twilio credentials and keep your existing numbers, or buy a new one in two clicks.

Question 16

Can my team share a number?

Accepted Answer

Yes, from the Business plan: shared inbox, conversation assignment, and you see who replies.

Question 17

Is there a native mobile app?

Accepted Answer

A PWA works on mobile today; a native app is on the roadmap. We’d rather be honest about that.

The questions people actually ask.

Telecom account & pricing

Intelligence (AI)

Security

Product & setup

Still have a question?