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Callers can stop an agent from calling numbers that must not be contacted. You can block numbers in two ways:
  • Account Do Not Call list: your own list of blocked numbers, shared by every agent in the account.
  • US registry checks: compare numbers with the US Federal Do Not Call registry, and optionally state lists, before calling.
Both are turned on per agent, so you choose which agents enforce them.
You’re responsible for complying with the laws that apply to your calls and messages, such as the TCPA, telemarketing rules, and consent requirements in each country you contact. These tools help you enforce your own policy; they don’t guarantee compliance on their own. Check with your legal counsel on what your outreach requires. See Compliance for a practical overview.

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The account Do Not Call list

Go to Contacts and open the Do Not Call List tab. The tab is available to admins. The list shows each number with its Date Added and Reason Added: Use Search DNC List to find a number. Hover over a row to remove it.
Contacts page on the Do Not Call List tab showing a table of phone numbers with their Date Added and Reason Added, a search field, and an Add Phone Numbers button

The Do Not Call List tab on the Contacts page, with the Add Phone Numbers button.

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Add numbers

Click Add Phone Numbers, then choose a tab:
Paste or type phone numbers in international format (for example +15551234567) and click Done.

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Turn on Do Not Call checks for an agent

Open the agent, click Edit, and open Technical Settings.
Turn on both account list settings on every outbound agent. A contact who asks one agent to stop calling is then blocked from all your other agents too.

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What happens to a blocked number

Numbers are checked at two points:
  1. At import. A contact whose number is on the account list (when the agent uses it) or on the registry (when the agent checks it) is rejected. It appears as a failed row in Import History, with the reason.
  2. Before each call. The account list is checked first, then the registry. A match stops the call. The call is marked Do not call and so is the contact, and it’s not dialed again.
Contacts with several phone numbers are checked before each call rather than at import. Numbers that match the registry aren’t added to your account list.

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Requests during a call

When a contact clearly asks not to be called again (“take me off your list”, “never call me again”), the call outcome is Do not call and the contact isn’t called again by that agent. If Update Account Do Not Call (DNC) List Automatically is on, the number is also added to the account list with the reason Asked not to call in a phone call. See Statuses and outcomes.

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Text message opt-outs

For SMS through Twilio, Callers follows Twilio’s opt-out handling. When a contact replies with an opt-out keyword such as STOP, the conversation and contact are marked Unsubscribed and the agent stops messaging them. An opt-in keyword such as START subscribes them again. The keywords themselves are set in your Twilio account. Telnyx handles opt-out keywords on its own numbers; see Telnyx SMS. The agent also marks a conversation Unsubscribed when the contact asks to stop in their own words. Unsubscribing from text messages doesn’t add the number to the Do Not Call list. If a contact who opts out of texts should also not be called, add their number to the list.

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FAQ

No. Test calls skip the federal and state registry checks.
Only if the contact is still eligible. A contact already marked Do not call isn’t dialed again. Use Update Status on the agent to change it if you have consent to call.
No. The registry checks cover US federal and state lists only. Use the account Do Not Call list for other countries.

Statuses and outcomes

How Do not call outcomes are decided.

Add contacts

Import contacts and review failed rows.

Guardrails

Keep agents within your policies during conversations.

Security and privacy

Data retention and access controls.