I think I might have redirected you here from Republic’s Community. Candidly, I was hoping someone more experienced with Relay than me would chime in. I’m also not entirely certain about your question, however, I’ll take a shot based on what I think it might be.
Are you saying someone with a Relay hardware device is unable to reach you via the Relay app on your phone? If so, to some extent, your experience is expected when you’re phone is sleeping or if any other app besides the Relay app is running on your phone’s screen. To get your phone’s attention, the Relay user needs to first press the volume button on their Relay for 2 seconds. This results in your phone receiving a channel alert notification. If your phone is sleeping that notification would wake it much as an email notification does. Once aware of the notification, you’d bring up the Relay app and respond to the Relay user letting them know they have your attention. More here: