Sooner or later, someone in your company will ask whether this software keeps you within the rules. The honest answer has three parts: what the platform stops by itself, what it can do if you turn it on, and what it does not touch. Knowing all three lets you plan your own process around them. This post is a description of the product and isn't legal advice, so ask your own adviser what applies to your business.
What it stops, on every plan
Your own Do-Not-Call list
A number on your Do-Not-Call list is never dialled. That covers campaigns, workflows, your team's manual dials, and calls placed through the API. A send from WhatsApp is refused too. The contact's own flag is checked, and explicitly refused consent blocks as well. You can view, add, import and export the list.
Note the word “your”. The platform checks your own list. It does not check the national registry.
The calling window
Outbound calls go out only between 9 am and 9 pm IST. A call outside that window is not placed. It waits. You cannot widen this limit. A campaign started late stops ringing at 9 pm without anyone needing to remember.
What it does if you set it up
- Your own calling window. Each agent has its own calling hours, and a narrower window for the whole workspace is a control in the Compliance Cockpit. Agents from collections templates use 9 am to 7 pm.
- Opt-out capture. Off by default. With it on, a caller who asks not to be called again goes on the list, from what callers say in English, Hinglish and Hindi. It only ever adds numbers.
- Recording notice. Recording is off until you turn it on. A recorded call then opens with the notice you set, unless you turn that off, and if you do, your people must say it.
- Number masking. Off until you turn it on. More here.
- Quiet hours for messages. Workflow messages to customers wait out 9 pm to 9 am, unless you turn that off.
- An identity check before the agent discusses anything sensitive.
The Compliance page reports where you stand, including which agents are covered. It is a report: an agent's announcement and identity check are changed on the agent or team. The Cockpit depends on your plan, as the pricing page shows.
What every agent is told
Some rules sit under every script, and your own script cannot remove them.
- An agent doesn't volunteer that it is an AI. If a caller sincerely asks whether it is a real person, it says it is a virtual assistant and carries on helping. It never claims to be human. If you want callers told up front, or your rules require that, write it into the greeting.
- An agent never asks for an OTP, PIN, CVV, full card number or bank password. If a caller starts to give one, it stops them. This is an instruction that lowers a risk, and it is no guarantee, so test it on your own scripts.
- With no hand-over list, an agent tells a caller in an emergency to ring 112.
Stored transcripts have secrets such as card numbers, CVVs, OTPs and PINs removed. A recording, where you have one, still holds what was said aloud.
What stays with you
- Consent. You need a lawful reason to call the people on your list. The platform has no way of knowing how you got a number.
- Registry checks. National Do-Not-Disturb checks are not built in. Do them yourself before you load a list.
- Sender registration, and whatever your telecom provider requires of you.
- Your sector's rules. A lender, an insurer and a hospital have different ones, and we don't track them for you.
- How your own people behave on calls. A supervisor can listen in, and Call QA can flag phrases, but the conduct is yours.
- What your scripts say. Build with AI checks a draft for things like threats and false urgency, and you still approve what goes out.
These controls are not a certificate, and no product can promise that using it makes your calling lawful. It gives you controls that stop a call and records of what happened. Using those well is your side of the arrangement. See our telecom compliance page for the wording we stand behind, and our older note on TRAI and consent for background.
A short checklist for your own process
- Before any list is loaded: who checked consent and the registry, and where is that written down?
- Load your existing opt-outs into the Do-Not-Call list on day one.
- Decide your hours per agent. If collections, start from the template's 9 am to 7 pm.
- Teach your floor what Do not call does: it adds the number for everyone, across every outbound path.
- Allow calls again takes a number off the list at once, and campaigns, the dialer and workflows can ring it from that moment. Restrict who does this, and do it only when the person asked to hear from you.
- Read the go-live guide with whoever is responsible for compliance in your company.