Compliance.

Emergency numbers

The dialer does not provide emergency calling. Numbers such as 911, 933, 112 and 999 (and other national emergency numbers) are blocked everywhere a number can be dialled: the dialpad, click-to-call, the API, transfers and IVR routes. Agents who type one see the notice straight away, and the call is refused with a message to use a mobile or landline phone instead. The softphone footer always reads "No emergency calling (911) · Use a mobile or landline". Keep a mobile or landline phone on your floor.

Terms before the first outbound call

Before anyone in a workspace can place an outbound call, an owner must accept the Terms of Service and the Acceptable Use Policy. Signup records it; owners of workspaces created for them by the operator accept at first sign-in, and every owner is asked again when the terms change. The acceptance is recorded with the terms version, time, IP address and user. Until then, outbound calls stop with "Your workspace owner must accept the Terms of Service before calls can be placed." Inbound calls are never blocked by this.

Calling hours

By default, calls are allowed only between 08:00 and 21:00 local time, and the check passes only when it's inside that window in every time zone the contact could be in. A contact whose number spans two zones must be inside the window in both.

How the time zone is resolved

1. 01

   /04
   Explicit time zone

   If the contact has a time zone set, that one zone is used.

2. 02

   /04
   US state

   Otherwise, if the contact has a US state (region), the state's time zone or zones are used.

3. 03

   /04
   Phone number

   Otherwise, the zones are looked up from the number's country and area-code prefix.

4. 04

   /04
   Fallback

   If none of that gives an answer, the workspace timezone (or the campaign's fallback zone) is used.

Setting a time zone on your contacts, or a state for US contacts, gives the most precise result. Import them with the timezone and region columns: see Lead lists.

State rules

Some US states are stricter than the default window. The dialer applies a state's own window and attempt limits when the contact's state is known, for example a 20:00 end and at most 3 attempts per 24 hours in Florida, Oklahoma and Maryland. Settings → Compliance shows the state rules table, read-only, with the date it was last reviewed. Rules change: check them with your counsel.

What happens outside the window

Every override is stored on the call with who made it and why, and written to the audit log.

Do-not-call lists

Two kinds of DNC list apply to every workspace:

• The platform list, maintained by the operator. You can see its entries in DNC, read-only.
• Your workspace list, managed in DNC by owners, admins and supervisors.

Numbers get onto your list when you add them one by one, paste them in bulk or import a CSV; when an agent picks the Do not call disposition or ticks Add to DNC at wrap-up; when a caller presses 9 on the safe-harbor message; from the API (POST /api/v1/dnc); or from the DNC toggle on a contact. Entries can have an expiry date.

When DNC is checked

• At import: numbers on a DNC list are counted separately in the import report.
• When a lead is picked: campaign leads on a DNC list are closed with status dnc and never dialled.
• At dial: every manual, click-to-call, callback and API call is checked against both lists.

For manual dials, the default policy is Block. Admins can switch it to Warn, which lets the agent continue with a reason (audited). API calls are always blocked with 409 DNC.

Consent requirements

Each contact records the consent you hold: none, express or express written, with the date and source. Each campaign sets the consent it requires:

Contacts that don't meet the requirement get the lead status no_consent and are never dialled. The check runs again on every lead sync: add consent to a contact later and its lead reopens; raise a campaign's requirement and leads without it close.

Voicemail drops

A pre-recorded message left on an answering machine (by the campaign's answering-machine detection or the agent's Drop VM button) plays only when:

• the contact has express written consent, or
• your workspace has recorded the voicemail-drop attestation in Settings → Compliance: "We have prior express written consent for every number we drop voicemail messages to." The attestation is audited with who made it and when.

Otherwise a detected machine means a plain hang-up, and the Drop VM button is disabled with the reason.

Abandonment and safe harbor

Power and predictive dialing can connect a person when no agent is free. The dialer holds this down:

• Limit: at most 3 % of answered calls abandoned over 30 days, per campaign. The predictive controller targets 2.5 %, and switches the campaign to progressive dialing (which never abandons) if the 30-day rate reaches 2.8 %. Power dialing uses a fixed ratio, so watch its abandon rate on the campaign dashboard and lower the lines per agent if it climbs.
• Counts as abandoned: no agent free when the person answers, or an agent connecting more than 2 seconds after the answer.
• Ring time: campaign calls ring for at least 20 seconds before giving up.
• Safe-harbor message: an abandoned caller hears "Hello, this is [seller name] calling. Sorry we missed you. Please call us back at [callback number]." followed by "To be added to our do not call list, press 9 now." Pressing 9 adds the number to your DNC list.

Power and predictive campaigns can't start until Settings → General has a seller name and a callback number (or the campaign has its own safe-harbor text).

Campaign attestation

The first time a campaign starts, the person starting it confirms that its lists were obtained lawfully, that you hold the consent configured for the campaign, that you scrub against DNC, and that you're responsible for calling hours. The attestation is stored on the campaign and in the audit log.

Caller ID and verification

Outbound calls only use your own numbers or verified caller IDs, and there's no caller-ID rotation. Verify your business so carriers can sign your calls with a strong SHAKEN/STIR attestation: see Business verification.

Destinations and abuse controls

• Countries. Calls go only to the countries allowed for your workspace, shown read-only in Settings → Compliance. Premium-rate and shared-cost numbers are always blocked. A trial without a card calls its home country only.
• Velocity monitoring. Unusual outbound patterns (for example very high call volume per seat, many failed or very short calls) can pause outbound calling automatically. Calls then stop with "Outbound calling is paused for this workspace. Contact support." Inbound keeps working.

Data-subject requests

Owners and admins can erase a contact from its page (type ERASE to confirm) or with DELETE /api/v1/contacts/{id}?erase=1. Erasure removes the contact's personal data and the recordings and voicemails of their calls; the calls stay in your reports without the phone numbers, and any DNC entry for the number is kept so they aren't called again.