Do Not Call List (Blacklist) Management

Introduction

The blacklist system allows you to manage phones that should not be contacted, protecting your organization and respecting the wishes of individuals who request not to receive further calls.

Key Features

Automatic Detection with AI

The system automatically analyzes all phone conversations to detect when a person expresses their wish not to be called:

• Real-time analysis: Each completed call is analyzed by AI
• Risk classification: The explicitness of the request is evaluated
• Intelligent detection: Identifies legal threats, polite requests, or indirect mentions

Risk Levels

High Risk (Red)

• Explicit and direct request
• Legal threats or mentions of lawsuits
• Strong or angry language
• Action: Do not contact under any circumstances

Medium Risk (Orange)

• Clear but polite request
• Direct request not to be contacted
• Action: Respect the request immediately

Low Risk (Yellow)

• Indirect mention
• Expression of annoyance without explicit request
• Action: Evaluate on a case-by-case basis

How It Works

1. Automatic Detection

When a call ends:

1. The system analyzes the complete transcription
2. The AI detects if there is a do-not-contact request
3. If detected, a blacklist entry is automatically created
4. The phone is blocked for future calls

2. Manual Tagging

Users can manually tag a phone as "Do Not Call":

1. From the details of any call
2. From the blacklist management page
3. By providing a reason and risk level

Blacklist Management

View the List

1. Navigate to Settings > Do Not Call List
2. You will see all blocked phones with:
   • Phone number
   • Reason for blocking
   • Risk level
   • Detection method (automatic/manual)
   • Block date

Add Manually

1. Click on "Add Phone"
2. Enter:
   • Phone number
   • Detailed reason (minimum 10 characters)
   • Risk level
3. Click on "Add to Blacklist"

Remove from List

⚠️ Caution: Only remove phones if you are sure it was a mistake.

1. Find the phone in the list
2. Click the trash can icon
3. Confirm the action

Call Prevention

Automatic Blocking

When you try to create a call to a blacklisted number:

• Voice Agent Calls: The call is not created, and you receive an error
• Bulk import: Blacklisted contacts are marked and not called
• Public API: A 400 error with a descriptive message is returned

Visual Indicators

Blacklisted phones are displayed with:

• Red badge: "Do Not Call" in call lists
• Visual alert: In contact details
• Informative tooltip: With reason and block date

Best Practices

✅ Do's

• Regularly review the blacklist
• Thoroughly document reasons when adding manually
• Always respect high-risk requests
• Train the team on the system's importance

❌ Don'ts

• Do not remove entries without investigating first
• Do not ignore blacklist alerts
• Do not manually call blacklisted numbers
• Do not disable the automatic detection system

Use Cases

Example 1: High-Risk Automatic Detection

Transcription:

Agent: "Good morning, how are you?"
Customer: "Stop calling me! If you contact me again, 
         I will report you for harassment. Delete my number 
         from your database NOW."

Result:

• ✅ Automatic detection: Yes
• 🔴 Risk level: High
• 📝 Reason: "Explicit legal threat and request for deletion"
• 🚫 Action: Phone blocked immediately

Example 2: Polite Request (Medium Risk)

Transcription:

Agent: "I'm calling to offer you..."
Customer: "Excuse me, but I would prefer not to be contacted anymore. 
         I am not interested and do not wish to receive further calls."

Result:

• ✅ Automatic detection: Yes
• 🟠 Risk level: Medium
• 📝 Reason: "Clear do-not-contact request"
• 🚫 Action: Phone blocked

Example 3: Not Blacklist

Transcription:

Agent: "Are you interested in our product?"
Customer: "No, thank you. I'm not interested at this time."

Result:

• ❌ Automatic detection: No
• ℹ️ Reason: Only expressed disinterest in the product, did not request not to be contacted
• ✅ Action: Phone not blocked

Integration with Voice Agents

Configuration

The system works automatically with all Voice Agents:

1. Each completed call is analyzed
2. Detection occurs in the background
3. No additional configuration is required

Automatic Retries

If a Voice Agent attempts to call a blacklisted number:

• The call is rejected before it starts
• The attempt is logged
• The call batch continues with the next contact

Legal Compliance

GDPR and Data Protection

The blacklist system helps comply with:

• Right to be forgotten: Respects do-not-contact requests
• Consent: Documents when consent is withdrawn
• Transparency: Records reasons and block dates

Legal Recommendations

1. Retain records: Keep evidence of requests
2. Response time: Block immediately after the request
3. Documentation: Clearly record the reasons
4. Audit: Periodically review the list

Frequently Asked Questions

What happens if I mark a number by mistake?

You can remove it from the blacklist from the management page. However, it's better to prevent errors by being careful when marking manually.

Can automatic detection fail?

AI is very accurate, but not perfect. That's why there's also the option for manual marking. If you notice a false positive, you can remove it.

Can I see which call originated the blacklist?

Yes, each blacklist entry includes a link to the originating call (if it was automatic detection).

Are blacklists synchronized between teams?

Yes, the blacklist is at the organization (tenant) level. All teams respect the same list.

What about international numbers?

The system automatically normalizes phone numbers to avoid duplicates due to formatting differences.

Support

If you have questions or problems with the blacklist system:

• 📧 Email: support@salescaling.com
• 💬 Live chat: Available on the platform
• 📚 Documentation: docs.salescaling.com