Compliance

Compliance covers the rules that touch a recorded, texted, booked phone call. Call recording: the agent announces at the start of every call that it may be recorded whenever recording is on, and that announcement cannot be switched off separately, though recording can be turned off entirely in the portal. The state-by-state article explains why the announcement is there: some states require consent from everyone on the line and most require consent from one party, and a business that takes calls from across a state line has to plan for the stricter rule. Texting: the TCPA rules on consent, the STOP instruction every text carries, why the agent asks permission before texting in words the caller can refuse, and the toll-free verification the shared messaging number needed, and has passed, before any account could text. Data: where recordings, transcripts and summaries are stored, who on your team can see them, and how to request deletion. Read the recording article first if you serve more than one state.