Calling

DNC and calling hours

The rules that stop a good floor becoming a complaint. Most of this is automatic; the part that is not is worth understanding.

Do not call

Every workspace has its own do-not-call list. A number on it cannot be dialled, from the queue or by hand, and the dialer says so rather than failing quietly.

Numbers get onto it two ways: a rep dispositions a call as do-not-call, which adds it immediately, or you import a list. The list is per workspace, so one client's suppressions never leak into another's.

Calling hours

Each workspace has a business timezone, and that is what decides what "today" means for every report and every daily limit. It is also the anchor for calling windows, so a limit does not reset in the middle of your afternoon.

Texting is a separate consent

Somebody who does not want to be called has not necessarily refused a text, and the reverse is truer still. Messaging opt-outs are held separately from the DNC list, and a text opt-out blocks messages without touching the dialer. See Texts and fax.

Recording

Calls are recorded by default. Whether you have to announce that depends on where you and the person you are calling are, and it is your call to make, not ours. Recording can be turned off per workspace.