Do Not Call List Management

Introduction

The blacklist system allows you to manage phone numbers that should not be contacted, protecting your organization and respecting the wishes of people who request not to receive further 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 no-contact request

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

4. The phone is blocked for future calls

2. Manual Marking

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

1. From the detail of any call

2. From the blacklist management page

3. Providing a reason and risk level

Managing the Blacklist

View the List

1. Navigate to Settings > Do Not Call List

2. You will see all blocked phones with:

   • Phone number

   • Reason for the block

   • Risk level

   • Detection method (automatic/manual)

   • Block date

Add Manually

1. Click "Add Phone"

2. Enter:

   • Phone number

   • Detailed reason (minimum 10 characters)

   • Risk level

3. Click "Add to Blacklist"

Remove from the List

⚠️ Caution: Only remove phones if you are sure it was an error.

1. Find the phone 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 phones are shown with:

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

• Visual alert: In the contact detail

• Informative tooltip: With reason and block 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 manually call blacklisted numbers

• Do not disable the automatic detection system

Use Cases

Example 1: Automatic Detection of High Risk

Transcript:

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

Result:

• ✅ Automatic detection: Yes

• 🔴 Risk level: High

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

• 🚫 Action: Phone blocked immediately

Example 2: Polite Request (Medium Risk)

Transcript:

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

Result:

• ✅ Automatic detection: Yes

• 🟠 Risk level: Medium

• 📝 Reason: "Clear request not to be contacted"

• 🚫 Action: Phone blocked

Example 3: Not Blacklist

Transcript:

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

Result:

• ❌ Automatic detection: No

• ℹ️ Reason: They only expressed disinterest in the product, they did not request not to be contacted

• ✅ Action: The phone 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 starting

• 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 no-contact requests

• Consent: Documents when consent is withdrawn

• Transparency: Records reasons and block dates

Legal Recommendations

1. Keep records: Keep evidence of the 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 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?

AI is very accurate, but not perfect. That is why the manual marking option also exists. 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 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: [email protected]

• 💬 Live chat: Available on the platform

• 📚 Documentation: docs.salescaling.com