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Tutorial: lead qualifier

This walks through the Lead Qualifier quick-start template: it replies to anyone who mentions pricing, gives them a few minutes to answer a follow-up question, then hands the conversation to an agent.

  1. Go to Automations and open the Lead Qualifier template (or build it from scratch with the trigger and steps below).

  2. Check the trigger. It's Keyword Match with three keywords — pricing, quote, buy — and Match type set to Contains.

    The lead qualifier builder showing the Keyword Match trigger followed by Send Message, Wait and Assign Conversation stepsThe lead qualifier builder showing the Keyword Match trigger followed by Send Message, Wait and Assign Conversation steps
    Keyword Match, then a message, a wait, and a round-robin assignment.

    Keyword matching is case-insensitive by default and, with Contains, matches the keyword anywhere in the message — so "What's your pricing look like?" matches pricing. Switch to Exact only if you want the whole message to equal one of the keywords, nothing more.

  3. The first step is Send Message — a reply that asks how many seats the lead needs. Edit the wording to match what you actually want to ask.

  4. The second step is Wait, set to 10 minutes. This just pauses the automation — it does not check whether the contact replied, and it does not read their answer. Whatever they type back is a normal inbox message, not something this automation acts on. See Conditions and waits for exactly what a wait step does and doesn't do.

  5. The last step is Assign Conversation, set to Round-robin, which hands the conversation to the next agent in rotation via the same round-robin logic used elsewhere in Relay. Switch Mode to Specific agent if you'd rather route every match to one person.

  6. Save the automation as a draft, then review and activate it from the list page when you're ready.

Reading a run afterward

Once the automation has run for a real contact, open View Logs from the automations list to see what happened step by step:

An expanded log row for the lead qualifier automation, showing a partial status and a step result reading waiting 10 minutesAn expanded log row for the lead qualifier automation, showing a partial status and a step result reading waiting 10 minutes
A run captured mid-wait shows partial status — the wait step hadn't finished when this log was recorded.