The bots dial through your own dialer and your own carrier, on your own caller ID, so in law you are the caller. These rules exist because the consequences of breaking them, TCPA exposure, number blocking, carrier filtering, a campaign pulled by the client, land on you, and on us as the vendor that supplied the bots.
1. Consent to contact
You must have a lawful basis for contacting every person you call or message, and you must be able to evidence it. You may not upload a list you did not collect or licence, or one whose consent does not cover automated or AI-assisted contact.
- In the UK, unsolicited direct marketing calls to a person who has registered with the Telephone Preference Service, or to a business on the Corporate TPS, are prohibited unless they have told you otherwise. Screen your lists against the relevant register before you dial.
- Marketing by SMS to individuals requires prior consent under PECR, with a narrow soft opt-in for your own existing customers about similar products. Every marketing message must carry a working opt-out.
- If you call the United States, the TCPA applies and prior express written consent is generally required for automated calls to mobiles. Statutory damages are per call.
2. Identify yourself, and say what the call is
Your agent must identify the organisation on whose behalf it is calling, and must provide a way to opt out of further calls. Present valid, accurate caller ID that can be called back, spoofing a number you do not control is prohibited.
Do not configure an agent to claim to be a specific named human, to deny being an automated system when asked directly, or to impersonate another organisation, a public body or an emergency service.
3. Calling hours, pacing and silent calls
Set a calling window appropriate to the recipient’s local time and keep to it. Campaign windows and time zones exist for this; do not work around them.
Ofcom treats abandoned and silent calls as a serious harm and enforces against them. Do not configure campaigns that connect a call and then leave the recipient with silence, and do not dial a volume your concurrency and agent capacity cannot answer. Where a call is abandoned, a brief recorded message identifying you must be played.
4. Honour opt-outs immediately
When someone asks not to be contacted again, that request must be honoured across every campaign you run, not only the one they were called on. A bot writes an in-call opt-out back to the suppression file you maintain; keeping that file accurate and scrubbing against it before the dial is your responsibility. Suppression must persist. Removing someone from the list to call them again is a breach of this policy.
5. Call recording and transcripts
Recording is on by default because the product turns calls into leads. Where you record, tell people at the start of the call, explain why, and hold the recordings under a lawful basis. Do not use the platform to record covertly. See our privacy policy and data processing addendum.
6. Prohibited uses
You must not use B3 Voice to:
- deceive, defraud or pressure anyone, including debt-collection practices that misstate what is owed or the consequences of not paying;
- impersonate a bank, a government body, a delivery company, an emergency service or any organisation you are not;
- give medical, legal or financial advice, or present automated output as though it came from a qualified professional;
- harass, threaten, or repeatedly call someone who has asked you to stop;
- contact emergency numbers, or place test calls to numbers you do not control;
- distribute malware, run phishing or smishing campaigns, or collect credentials or payment details under false pretences;
- process special-category data, health, biometrics, political or religious views, sexual orientation, without a lawful basis and appropriate safeguards;
- call or message anyone you know or suspect to be a child, except where you have a lawful basis and appropriate protections;
- probe, load-test or reverse-engineer the platform, or resell access to it without our written agreement.
7. How we enforce this
We may investigate suspected breaches and may suspend individual bots, a campaign or the whole account, immediately and without notice where the breach is serious, unlawful, or is causing harm to recipients or to carrier reputation. We will tell you what we have done and why, and will work with you to put it right where that is possible.
Report a suspected breach, including a call you received that you believe came from this platform, to [email protected]. Include the number that called, the date and time, and anything the caller said.
Other policies