How agents behave on a live call

Recording follows a defined consent state and does not start where it is not permitted.

1. 01not required
2. 02disclosure pending
3. 03consent requested
4. 04consent granted or declined
5. 05recording started
6. 06recording stopped

• Each call tracks a recording state: not required, disclosure pending, consent requested, consent granted or declined, recording started, recording stopped.
• Recording does not proceed when platform controls determine it is not permitted.
• Customers configure recording for their use case and obtain the notices and consents their jurisdiction requires.

Requests to stop communications are honored and carried into future campaigns.

• Requests to stop communications must be honored.
• Agents are not configured to work around opt-out or do-not-contact requirements.
• Opt-out status is recorded against the contact so later outreach respects it.

Calls present accurate caller identity; origin is never misrepresented.

• Appropriate caller identification is used for every calling configuration.
• The identity or origin of a communication must not be misrepresented.
• Numbers and routing are set up with the telecommunications provider for your regions.

A caller who needs a person reaches one, with the conversation summary attached.

• Transfer rules are part of every call and chat flow.
• The person receiving the hand-off gets a summary of the conversation so far.
• Out-of-scope or sensitive requests are escalated rather than answered by the agent.

Agents identify themselves as automated where disclosure is required.

• Voice agents can state at the start of a call that the interaction is automated.
• Disclosure wording is set per market and reviewed with your team.
• Customers are responsible for meeting the disclosure rules that apply to them.

AI voice services are not a substitute for traditional emergency calling.

• Unless service documentation states otherwise, voice functionality does not replace emergency calling services.
• Agents are configured to direct callers to the appropriate emergency number.
• Voice availability can depend on third-party carriers and their coverage.