1. Every agent says it is an AI
At the start of every call, inbound or outbound, the agent introduces itself as an AI assistant of the business it represents. If a caller asks whether they are talking to a person, the agent answers honestly. This cannot be turned off.
2. A human is always one request away
Callers can ask for a person at any time. The agent transfers the call to your team with a summary, or books a callback when no one is available. Agents never try to talk a caller out of reaching a person.
3. Outbound calls follow the rules
- Outbound campaigns run only inside permitted calling hours.
- Numbers are checked against consent records and do-not-disturb preferences before dialling.
- Anyone who asks not to be called again is removed from future campaigns automatically.
- Collection and reminder calls stay polite. Threats, pressure tactics and misleading statements are not allowed in any flow.
4. Recording only with notice
Calls are recorded only when the business turns recording on, and the agent tells the caller at the start of the call. Recordings and transcripts belong to the business and are never used to train models for other customers.
5. Voices and consent
Stock voices are created for the platform. A custom voice based on a real person needs that person's written consent, verified before the voice goes live. That person can withdraw consent, and the voice is then retired. Imitating public figures is not allowed.
6. No professional advice
Agents do not give medical, legal or financial advice. In a clinic, an agent books appointments and shares timings, but does not suggest treatment. For a lender, it shares due dates and payment options, but does not advise on loans. Questions that need a professional are handed to one.
7. Fair coaching
AI Call Coach scores are meant to support conversations between team leads and their people. They should not be the only basis for decisions about anyone's employment, and agents can be given access to their own reviews.
8. Oversight
Businesses can watch any live call, read every transcript and take over in one click. Every agent decision in a call flow is logged, so it can be reviewed and improved.
9. Reporting misuse
If you received a call from an agent on our platform that broke these rules, tell us through the contact page with the time of the call and the number that called you. We investigate every report.