Calling and texting leads comes with rules. This page lists the protections AI Sync has today, in plain words, and links to the page that explains each one.
You stay responsible for your own compliance. AI Sync gives you tools and safe defaults. It can't know your lead's consent, your industry's rules or every state and country law. This page is not legal advice. Ask your lawyer what applies to your business.
At a glance#
| Rule | What AI Sync does | Where to set it |
|---|---|---|
| Texting opt-out (STOP) | A lead who replies STOP, or another opt-out word, is switched off for texts. Reps, workflows and the AI text assistant can't text them. | Automatic. To see or change it, open the lead's Do not contact switches. Details |
| Texting opt-in (START) | START, UNSTOP or YES turns texts back on, but only if the lead's own STOP turned them off. | Automatic. Details |
| Do not contact, per lead | Switches for All, Calls, Texts and Email (the Inbox panel also has one for inbound calls and texts). Each one blocks that way of reaching the lead. Every change is logged. | Inbox side panel or the dialer contact card. Details |
| Do Not Call list | A number on your list is not called by AI agents or by a rep on the keypad. | DND Numbers, if your role can see it. Details |
| Do Not Call after a call | A rep who picks the DNC outcome marks the lead so the dialer doesn't call them again. | How did it go? after a call. Details |
| Calling hours, rep dialer | Lists skip leads outside their calling hours. The keypad refuses a number outside hours. | Automatic. Details |
| Calling hours, AI calls | AI calls wait for the lead's allowed hours. Do Not Call is checked first. Each AI agent also has its own schedule and allowed states. | Agent's Dialing Compliance tab. Details and agent settings |
| Caller ID | Local presence calls from a number you own that matches the lead's area code. Numbers flagged as spam are skipped when the dialer picks a number to call from. | Dialer's left-hand panel. Details |
| Texting registration (10DLC) | Carriers need your business registered before you text. If a carrier rejects your brand or campaign, AI Sync blocks automated texts until you fix it. | Setup → 10DLC. Profile, Brand, Campaign |
| Recording notice, transfer lines | A caller who dials a transfer line's number hears "This call may be recorded" before anyone rings. It's on by default. | The line's How it rings step. Details |
| Consent records | Lead forms save proof of consent with the page and time. Contact imports ask you to confirm consent first. | Website lead forms and Import contacts |
Texting: STOP and START#
AI Sync reads every reply a lead sends to one of your texting lines.
- STOP words: STOP, STOP ALL, STOPALL, UNSUBSCRIBE, CANCEL, END, QUIT, REVOKE, OPTOUT, OPT-OUT and OPT OUT.
- Whole message only. "Please stop calling me at work, text instead" is not an opt-out. A trailing full stop or exclamation mark is ignored.
- What happens. The lead's Texts switch goes on, so every send path refuses them. The AI text assistant doesn't answer. The change is logged.
- The confirmation reply. The lead gets one confirmation. On Twilio numbers, Twilio sends it. On iMessage lines, AI Sync sends it.
- Calls and email are not affected. STOP turns off texts only. If the lead also doesn't want calls, switch Calls on.
- START words: START, UNSTOP and YES. They lift only an opt-out that the lead's own STOP caused. A block set by your team, an import or the Do Not Call list stays.
Carriers keep their own STOP list too. After you turn texts back on for a lead, the carrier may still block them until the lead replies START.
See Do Not Contact, STOP and START replies for the screens and the "text them again" warning.
Do Not Call#
Do Not Call is checked before calling hours.
- Do not contact switches. All or Calls on a lead stops dialer calls and AI agent calls.
- Do Not Call list. AI agents check it before they call. A rep calling from the keypad is refused too.
- The DNC outcome. Reps can mark a lead after a call.
A call request or a manual keypad call can change the hours rule for one call. Neither lifts Do Not Call.
Calling hours#
AI Sync works out where a lead is from their phone number's area code. It then allows calls only inside the legal calling window there. The usual window is 8am to 9pm in the lead's time. Some states are stricter, so AI Sync uses the tighter rule.
- Rep dialer, lists. Leads outside their hours are skipped, and the dialer moves on to the next lead. A lead whose area code can't be placed is called only while it's daytime across the whole continental US.
- Rep dialer, keypad. A number outside its hours is refused. The rep sees a Call anyway button. It asks them to confirm one manual call outside hours. Do Not Call and opt-outs still apply.
- AI calls. A call outside hours isn't dropped. It waits and goes out at the lead's next allowed time. If a lead asks for a call right now, you can record a call request. It allows one call for a short time. See AI Calling Hours and Call Requests.
- Per AI agent. Each agent has its own calling days, hours and allowed states. See Dialing Compliance.
If a call didn't go out, check the workflow log or the AI campaign page. They say why, for example "Outside calling hours" or "On Do Not Call".
Caller ID and numbers#
Callers see the number you call from. Local presence uses numbers you own in the lead's area code. A number flagged as spam is left out when the dialer picks a number to call from. Watch your Declined and Screened counts for early warning. See Caller ID & Number Health and Spam Protected Numbers.
Texting registration (10DLC)#
US carriers expect businesses that text to register. In AI Sync that's Setup → 10DLC, in three parts: Profile, Brand and Campaign.
- Rejected: AI Sync blocks automated texts, such as workflow texts, until you fix the registration.
- Pending or not started: AI Sync doesn't block sending, but carriers may filter your texts.
Start early. Carrier approval can take from minutes to weeks. See Take a Client Live.
Recording notice#
A transfer line plays "This call may be recorded" to a caller who dials the line's number, before anyone's phone rings. The notice is on by default. You can turn it off with the Recording notice switch in the line's How it rings step.
- The notice doesn't play when an AI agent or a rep transfers a live call to the line. It would cut across the conversation.
- With the notice off, calls are still recorded. Telling callers is then up to you.
See Transfer Lines.
Consent#
AI Sync stores consent details on each contact: whether they agreed to texts, where the consent came from, and the date.
- Website lead forms. When your form shows consent text for calls and texts and the lead submits it, AI Sync saves the proof with the page it came from and the time. See Website lead forms.
- Contact imports. You must confirm you have consent before an import runs. If your file has a consent column, rows marked as not consenting are skipped. See Import contacts.
AI Sync records consent. It can't check that the consent is real or covers calls made with AI or automated technology. That is your responsibility.
Ask your AI assistant#
If your AI assistant is connected to AI Sync, you can ask it to review your setup. For example: "Check my Do not contact and calling hours settings and tell me what a lead can still be reached by."