Rules for calling customers: a compliance checklist before you launch
Sado AI team · · 4 min read
In short
Before launching calls, check four areas. Whom: every number has a basis (an enquiry, consent or an existing customer) and an opt-out list is kept. What is said: company name and reason in the first sentence, an honest “yes, it’s an AI” when asked, no card numbers or codes. Data: only the fields you need, a clear retention period, who sees it and who handles deletion requests. Control: hours, a daily limit, a stop button and reading calls every week. This isn’t legal advice: ask a lawyer about exact requirements.
Why this checklist
With incoming and outgoing calls, mistakes usually hide where things “just run by themselves”: a person who opted out is still on the list, recordings sit for years, a former employee’s login is still open. Go through the whole list once before launch, then repeat it every quarter.
This isn’t legal advice. Uzbekistan has a law on personal data; ask a lawyer about the exact requirements for your field (medicine, finance, education).
1. Whom you call
- Every number has a basis: the person enquired, gave consent or is already your customer.
- The basis is written down: where and when. For example: “website form, 3 November”.
- No bought or third-party lists.
- An opt-out list exists and is applied before every campaign.
- The consent text on your form is clear: who will call and about what.
A written basis pays off later: when a customer asks “where did you get my number?”, you can answer exactly: “you left a request on our website on 3 November”. That answer ends the argument.
2. What is said on the call
- The first sentence gives the company name and the reason for the call.
- Callers hear that the call is recorded, if you decided so.
- When asked, the AI operator doesn’t hide what it is.
- No card numbers, SMS codes or passwords are asked for.
- Prices and terms come only from company facts, with no extra promises.
- No medical, legal or financial advice: such questions go to a specialist.
3. Data: what you collect and how long you keep it
| Check | Answer needed | Owner |
|---|---|---|
| Which answers are collected | Only what the work needs | Owner of the business |
| How long recordings and transcripts are kept | A clear period | Owner and the vendor |
| Who sees them | A role list, one login per person | Owner of the business |
| Deletion requests | Who takes them, how many days it takes | A named employee |
| API keys | One per system, only the scopes it needs | Developer |
| Copies in Excel and Telegram | Known who holds them | Owner of the business |
4. Control: every week and every quarter
- Calling hours and a daily limit are set.
- At least two people have the stop button.
- Some transcripts are read every week, for example 10 to 20.
- Complaints are logged, and each gets an answer.
- Every quarter, logins, API keys and calling lists are reviewed.
Which part of the list Sado handles
Sado calls only people the company may call, and every lead sent by API must carry a consent basis. A number that opted out is not dialled again. The operator answers only from your company’s facts, says it isn’t human when asked and, if you want, tells callers at the start that the call is recorded. Hours, the daily limit and the stop button are yours. Keys are stored encrypted, data is kept for a limited time, and you can ask for it to be deleted.
What stays with you: the basis for your lists, the script’s content, who sees what, and the legal check. More: ethical AI calls, security questions for a vendor. Short answers are in the FAQ. Outbound calls: AI outbound calls; inbound: the AI operator.
Questions
Do we need consent to call customers?
If the person enquired, gave consent or is already your customer, there is a basis for the call. Write it down. Ask a lawyer about the exact requirements in your field.
Is this checklist legal advice?
No, it’s a practical list. Uzbekistan has a law on personal data; check the requirements that apply to your company with a lawyer.
How often should we go through it?
In full before launch, then every quarter. And straight away when there’s a new campaign, a new list or a new employee.