Calling and do-not-disturb policy
Who gets called, when, how often, and how somebody makes it stop.
What we have not finished
Our position under Indian telecom regulation, including registration requirements and permitted calling windows, is currently with legal counsel. Until that review is complete this page describes what we do, and makes no claim about what we are certified to do. If a vendor gives you a confident one-line answer on this, ask them for the document.
Who we call
Only people who have an active relationship with the brand whose orders we are calling about: someone who has placed an order, reached a checkout, or has a delivery in progress. We do not make cold calls, we do not call purchased lists, and we do not call on behalf of a brand a person has never bought from.
When we call
- Inside the calling window the brand sets, which cannot be set to overnight hours.
- Within a delay of the triggering event that the brand sets, and never before it.
- Up to a retry limit the brand sets. Once it is reached, the call stops and a person picks it up.
How a call starts
The agent identifies itself, names the brand it is calling for, and states the order or delivery it is calling about, in the first sentence. It does not claim to be a person, and if a customer asks whether they are speaking to a human, it tells them the truth.
How somebody stops the calls
A customer can say so on the call, in any of the languages we support, in any phrasing that means it. The suppression is immediate, permanent, and applies to every future campaign for that brand rather than only the one that called. It also applies to the phone number rather than the customer account, because a number is what actually rings.
Brands can also upload their own do-not-call list, and it is checked before every single call rather than nightly.
Recordings
Calls are recorded so they can be measured, and because a customer who says they corrected their address needs to be able to prove it. Recordings belong to the brand, are retained for a period the brand chooses, and can be deleted on request. What we do with them otherwise is set out in our privacy policy, and the measurement itself is described on the proof page.
What we will not do
- Call a number that has asked not to be called, for any reason, including a different brand.
- Pass the agent off as a human being.
- Keep calling past the retry limit because an order is valuable.
- Sell, share, or train third-party models on a customer’s call.