> ## Documentation Index > Fetch the complete documentation index at: https://docs.callers.ai/llms.txt > Use this file to discover all available pages before exploring further. # Calling and messaging compliance > An overview of consent, calling hours, Do Not Call, opt-outs, 10DLC, WhatsApp rules, recording notices, and data handling for Callers agents. Automated calls, texts, and emails are regulated in most countries. Callers gives you controls for Do Not Call lists, calling hours, opt-outs, recording, and data handling. This page explains what each control does and the practices that keep outreach compliant. > [!WARNING] > > This page is general information, not legal advice. You are responsible for complying with the laws that apply to your outreach, such as the TCPA and Telemarketing Sales Rule in the US, state telemarketing laws, GDPR in the EU and UK, and carrier and platform policies. Consult your legal counsel before you launch outbound calling or messaging. ## Shared responsibility | Callers provides | You are responsible for | | - | - | | Tools to check the US federal and state DNC registries and your own DNC list | Having the consent required to contact each person on each channel | | An account DNC list that can update itself when contacts opt out | Choosing which checks to turn on for each agent | | Calling windows that can follow each contact's time zone | Setting calling hours that meet the rules where your contacts live | | Opt-out detection on text channels | Honoring opt-outs across all your systems, not only Callers | | Recording controls, a recording notice for inbound calls, and retention settings | Disclosing recording and AI use where required | | Sensitive data masking and deletion options | Deciding what data you collect and how long you keep it | Security, privacy, and certification details are available at [trust.callers.ai](https://trust.callers.ai). ## Consent In the US, the TCPA generally requires prior express consent for calls and texts to mobile numbers that use an automated system or an artificial or prerecorded voice. Marketing calls and texts generally need prior express **written** consent. Other countries have their own consent rules. * Collect and store proof of consent for every contact you upload (when, how, and for what). * Make sure consent covers each channel you use: voice, SMS, WhatsApp, and email. * Don't upload purchased lists without verified consent. * When a contact revokes consent in any way, stop contacting them. ## Calling hours US federal rules generally limit telemarketing calls to between 8 a.m. and 9 p.m. in the recipient's local time, and some states are stricter. Other countries have their own limits. In the agent's **Availability** settings: * Add time slots that stay within the strictest hours that apply to your list. * Turn on **Use Contact's Time Zone** so windows apply in each contact's local time, estimated from the phone number's country and area code. * Be careful with **Allow calling outside working hours** in pre-call chat. It lets the agent call right away when a contact agrees by text, even outside your windows. See [Scheduling and retries](https://docs.callers.ai/documentation/contacts/scheduling-and-retries.md). ## Do Not Call Callers checks Do Not Call lists before it dials. Configure these in the agent's settings: | Setting | What it does | | - | - | | **Enable Account Do Not Call (DNC) List** | Blocks calls to numbers on your account's own Do Not Call list. | | **Update Account Do Not Call (DNC) List Automatically** | When a contact asks not to be called, adds their number to your account list. | | **Check US Federal Do Not Call (DNC) Registry** | Blocks calls to numbers on the US Federal Do Not Call registry. Test calls are excluded from this check. | | **Include State Do Not Call (DNC) Lists** | Also blocks numbers on US state Do Not Call lists. Available when the federal check is on. | Manage your account list under **Contacts → Do Not Call**. Each entry shows a reason, such as **Asked not to call in a phone call**, **Asked not to call via SMS**, **Found in DNC registry**, or **Manually uploaded**. You can add numbers manually or import a CSV, for example to sync a suppression list from your CRM. > [!TIP] > > Turn on both account DNC settings for every outbound agent. That way a request to stop made to one agent is honored by all of them. See [Do Not Call](https://docs.callers.ai/documentation/contacts/do-not-call.md). ## Opt-outs on text channels * **SMS**: When a contact replies with a standard opt-out keyword such as STOP to a Twilio number, Callers marks them as unsubscribed and stops messaging them. A START reply resubscribes them. * **SMS and WhatsApp**: After each conversation, Callers analyzes the replies and marks contacts who ask to stop as **Unsubscribed**. * **Email**: Replies asking to stop are detected the same way, and unsubscribed contacts aren't emailed again. Include clear opt-out wording in your email template. Tell contacts how to opt out in your first message, for example "Reply STOP to opt out." ### A2P 10DLC for US SMS US carriers require businesses that send SMS from standard 10-digit local numbers to register a brand and campaign (A2P 10DLC). Unregistered traffic may be filtered or blocked. Toll-free numbers have their own verification process. * [Twilio SMS](https://docs.callers.ai/documentation/text-agents/twilio-sms.md): register in your Twilio account. * [Telnyx SMS](https://docs.callers.ai/documentation/text-agents/telnyx-sms.md): register in your Telnyx account. ### WhatsApp rules * Business-initiated conversations must start with a **template** approved by Meta. See [WhatsApp](https://docs.callers.ai/documentation/text-agents/whatsapp.md). * Free-form messages are allowed only within 24 hours of the contact's last message. After that, you need an approved template to re-engage. * Choose the right template category (for example, Marketing or Utility). Mis-categorized templates are a common reason for rejection. * You need the contact's opt-in to receive WhatsApp messages from your business. ## Recording disclosure Calls are recorded by default. Many jurisdictions require you to tell the other party, and some require consent from everyone on the call. | Setting | Where | What it does | | - | - | - | | **Record Calls** | Agent settings | Turns call recording on or off. On by default. | | **Play a message that calls are being recorded** | Agent settings, inbound agents | Plays a recording notice at the start of inbound calls. | | **Stop Recording When Call Is Transferred** | Agent settings | Stops recording once the call is transferred to another number. | For outbound agents, add a short disclosure to your first step and turn on **Speak with no interruptions** for that step so it is always heard in full: > Hi, this is Sam, a virtual assistant calling from Acme. This call is recorded for quality purposes. See [Call recording and limits](https://docs.callers.ai/documentation/voice/call-recording-and-limits.md). ## Disclose that the agent is AI Some laws require callers to disclose the use of artificial or AI-generated voices, and more are being introduced. Even where it isn't required, disclosing builds trust and reduces complaints. * Say that the contact is speaking with a virtual or AI assistant in the greeting. * Add an instruction or scenario so the agent answers honestly if asked "Am I talking to a robot?" * Offer a way to reach a person, such as a [transfer](https://docs.callers.ai/documentation/voice/call-transfers.md) to your team or a [human operator](https://docs.callers.ai/documentation/human-operators/overview.md) queue. ## Data retention and sensitive data | Setting | Where | What it does | | - | - | - | | **Retention period** | Settings → General | Days to keep call recordings and transcriptions: 90 days, 180 days, or 1–5 years, or a custom value. | | **Sensitive data detection** | Agent settings | Detects sensitive data (credit card numbers, CVVs, PINs) in call transcripts. | | **Mask sensitive messages** | Agent settings, under sensitive data detection | Permanently replaces transcript messages that contain sensitive data with a mask. Cannot be undone. | | **Delete transcripts with sensitive data** | Agent settings, under sensitive data detection | Permanently deletes the whole transcript of a call with sensitive data. Cannot be undone. | | **Delete recordings with sensitive data** | Agent settings, under sensitive data detection | Permanently deletes the whole recording of a call with sensitive data. Cannot be undone. | | **Restrict Support Access** | Settings → General | Limits Callers support access to your account. | | Member access | Settings → Team | Controls who can see contact phone numbers, transcripts and recordings, and who can export data. | > [!TIP] > > If your agent takes payments, avoid collecting card details by voice where you can. Send a secure payment link by SMS instead, and turn on sensitive data detection as a safety net. See [Security and privacy](https://docs.callers.ai/documentation/account/security-and-privacy.md) and [Team and permissions](https://docs.callers.ai/documentation/account/team-and-permissions.md). ## Checklist > [!TIP] > > You have documented consent for every contact and channel. > [!TIP] > > Calling windows follow the contact's time zone and the strictest applicable hours. > [!TIP] > > Account DNC is on and updates automatically; federal and state registry checks are set as required. > [!TIP] > > Your existing suppression lists are imported into the account DNC list. > [!TIP] > > First text messages explain how to opt out; US SMS numbers are 10DLC-registered. > [!TIP] > > WhatsApp agents use approved templates. > [!TIP] > > Recording and AI disclosures are in place. > [!TIP] > > Retention and sensitive data settings match your policies. ## Related > **[Do Not Call](https://docs.callers.ai/documentation/contacts/do-not-call.md)** > > Manage your account DNC list and registry checks. > **[Security and privacy](https://docs.callers.ai/documentation/account/security-and-privacy.md)** > > Retention, masking, and access controls. > **[Go-live checklist](https://docs.callers.ai/documentation/best-practices/path-to-production.md)** > > Everything to check before launch. > **[Trust center](https://trust.callers.ai)** > > Security and compliance documentation. 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