Opt-outs, consent and AI disclosure
Outbound campaigns respect the people you contact. When someone says “stop” on a call, replies STOP on WhatsApp or unsubscribes from an email, the portal marks them Do not call for every campaign and every channel of that client. Before each launch, your client confirms the contacts agreed to be contacted, and your AI disclosure reaches the agent on every call. This page explains each safeguard and what you set.
How are opt-outs detected?
Section titled “How are opt-outs detected?”| Where the contact says it | How the portal sees it | When |
|---|---|---|
| On a call (phone or WhatsApp call) | Reads what the contact said in the conversation | As soon as the call ends |
| In a WhatsApp reply | Reads the contact’s replies in the chat | 3 hours after sending, then every 30 minutes while the chat is still open, for up to 3 days |
| From an email | The contact selects Unsubscribe on the link in the email | Straight away |
Only what the contact says counts, never the agent. The portal recognises:
- A reply that is just a keyword: STOP, STOP ALL, UNSUBSCRIBE, OPT OUT or REMOVE ME.
- Phrases anywhere in what they say, such as “don’t call me”, “do not contact me”, “stop calling”, “stop messaging”, “remove me from your list”, “take me off”, “put me on your do not call list”, “unsubscribe me” or “no more calls”.
Ordinary uses of “stop”, such as “can I stop by on Tuesday?” or “don’t stop, this is useful”, don’t count.
What happens when someone opts out?
Section titled “What happens when someone opts out?”- Every contact of that client with the same phone number (and, for email, the same address) becomes Do not call, on every list.
- Open campaign rows for them close, and any waiting retry or next step is cancelled, so no campaign contacts them again by phone, WhatsApp, SMS or email.
- The attempt shows the outcome opted out, and an audit entry records it.
- Imports show them under Opted out if they appear in a new file. See Manage lead lists.
Your agency can let a contact be called again with Allow calls on the lead list, for example after a contact asks to hear from the client again. Client users can mark contacts do not call, but only your agency can allow calls again.
Consent at launch
Section titled “Consent at launch”Each campaign playbook has Clients confirm their contacts agreed to be contacted before launching, on by default. The person launching then ticks These contacts agreed to be contacted this way. before Launch is available, and the portal records who confirmed and when, on the campaign. Without the tick, the launch is refused: “Confirm that these contacts agreed to be contacted.”
AI disclosure
Section titled “AI disclosure”Telling people up front that they are speaking with an AI builds trust, and some places require it. Write your disclosure once on the playbook under AI disclosure, for example “This call is from an AI assistant on behalf of Acme Dental.” The portal passes it to the agent on every call and message as {{ai_disclosure}}.
Put {{ai_disclosure}} in the agent’s first message in ElevenLabs, Retell AI or Vapi. The playbook’s readiness check reads the agent’s first message and warns “The agent’s first message doesn’t include {{ai_disclosure}}” if it is missing; the warning doesn’t block launches.
Calling hours and daily limits
Section titled “Calling hours and daily limits”Two more settings on every playbook protect contacts from being called at the wrong time or too often:
- Calling hours in each contact’s time zone, worked out from the phone number, so nobody is called at night because the client is in another country.
- Tries per contact per day, across the client’s other campaigns, 1 by default, so one person isn’t called by several campaigns on the same day.
See Campaign playbooks.