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For the complete documentation index, see llms.txt. This page is also available as Markdown.

Do Not Call List Management

Introduction

The blacklist system allows you to manage phone numbers that must not be contacted, protecting your organization and respecting the wishes of people who request not to receive any more calls.

Main 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 an explicit request

  • Action: Evaluate case by case

How It Works

1. Automatic Detection

When a call ends:

  1. The system analyzes the full transcript

  2. The AI detects whether there is a do-not-contact request

  3. If detected, a record is automatically created in the blacklist

  4. The phone number is blocked for future calls

2. Manual Flagging

Users can manually mark a phone number as "Do Not Call":

  1. From the details of any call

  2. From the blacklist management page

  3. 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 phone numbers with:

    • Phone number

    • Reason for blocking

    • Risk level

    • Detection method (automatic/manual)

    • Blocking date

Add Manually

  1. Click on "Add Phone Number"

  2. Enter:

    • Phone number

    • Detailed reason (minimum 10 characters)

    • Risk level

  3. Click on "Add to Blacklist"

Remove from the List

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

  1. Find the phone number in the list

  2. Click the trash 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 flagged and not called

  • Public API: A 400 error is returned with a descriptive message

Visual Indicators

Blacklisted phone numbers are displayed with:

  • Red badge: "Do Not Call" in call lists

  • Visual alert: In contact details

  • Informational tooltip: With reason and blocking date

Best Practices

✅ Do

  • Regularly review the blacklist

  • Document well the reasons when adding manually

  • Always respect high-risk requests

  • Train the team on the importance of the system

❌ Avoid

  • Do not remove records without investigating first

  • Do not ignore blacklist alerts

  • Do not call manually blacklisted numbers

  • Do not disable the automatic detection system

Use Cases

Example 1: Automatic High-Risk Detection

Transcript:

Result:

  • ✅ Automatic detection: Yes

  • 🔴 Risk level: High

  • 📝 Reason: "Explicit legal threat and deletion request"

  • 🚫 Action: Phone number blocked immediately

Example 2: Polite Request (Medium Risk)

Transcript:

Result:

  • ✅ Automatic detection: Yes

  • 🟠 Risk level: Medium

  • 📝 Reason: "Clear do-not-contact request"

  • 🚫 Action: Phone number blocked

Example 3: It Is Not Blacklist

Transcript:

Result:

  • ❌ Automatic detection: No

  • ℹ️ Reason: Only expressed lack of interest in the product, did not request not to be contacted

  • ✅ Action: The phone number is not blocked

Integration with Voice Agents

Settings

The system works automatically with all Voice Agents:

  1. Each completed call is analyzed

  2. Detection occurs in the background

  3. No additional configuration required

Automatic Retries

If a Voice Agent tries 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 blocking dates

Legal Recommendations

  1. Keep records: Maintain evidence of the requests

  2. Response time: Block immediately after the request

  3. Documentation: Clearly record the reasons

  4. Audit: Review the list periodically

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 is better to prevent mistakes by being careful when marking manually.

Can automatic detection fail?

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

Can I see which call originated the blacklist?

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

Are blacklists synchronized across teams?

Yes, the blacklist is organization-level (tenant). All teams follow 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

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