Skip to main content

Compliance profiles

Compliance profiles help align your AI Agent with regulatory requirements for outbound campaigns. When a compliance profile is active, the platform applies protections designed to respect legal restrictions, such as blocking contact when regulations require it and respecting time-of-day and frequency limits.

Each campaign is assigned a compliance profile that determines which protections are applied.

Important

Compliance protections take precedence over custom instructions and guidelines.

caution

Compliance profiles are designed to assist with regulatory compliance, but they are not a substitute for legal counsel. You are responsible for ensuring your campaigns comply with all applicable laws and regulations.

note

These profiles are actively evolving. Protections may be added and parameters may change.

How it works​

When a compliance profile is assigned, contact attempts are checked against the profile's protections before they are sent. If a protection is triggered:

  • Contact is stopped when the regulation requires it — for example, if the subscriber has filed for bankruptcy or has requested to cease communications.
  • Contact is delayed when timing or frequency restrictions apply — for example, quiet hours or frequency caps.

Blocked contacts and their reasons are visible in campaign analytics.

Setting a compliance profile​

You select a compliance profile during campaign creation:

  1. Go to Build → Campaigns and click + Create (or edit an existing campaign)
  2. In the campaign setup step, select a Compliance profile from the dropdown
  3. Continue with the rest of the campaign configuration

Available profiles​

Across the debt collection profiles, a phone number or email address identified as not belonging to the consumer is not contacted again. This reflects FDCPA §804 (third party) and TCPA called-party consent (first party).

Default​

Applies no regulatory protections. Suitable for testing or non-regulated campaign use cases.

danger

This profile does not enforce debt collection regulations. Do not use for real subscriber contact in regulated industries.

US debt collection (first party)​

For US first-party debt collection — when the original creditor collects on their own debts.

This profile includes protections for:

  • Bankruptcy Code — Automatic stay protections
  • SCRA — Active-duty military servicemember protections
  • Rosenthal Act (California) — Contact frequency limits for California residents
  • 940 CMR 7.04 (Massachusetts) — Contact frequency limits for Massachusetts residents

State-specific frequency caps are applied based on the subscriber's state of residence.

US debt collection (third party)​

For US third-party debt collection — collection agencies and debt buyers. This profile covers federal FDCPA and Reg F requirements, bankruptcy and military protections, and state-level restrictions for California and Massachusetts.

Federal regulations:

  • FDCPA:
    • Cease and desist (§805(c)) and refusal to pay — permanently stops contact on all channels when a subscriber requests it in writing.
    • Attorney representation (§805(a)(2)) — restricts direct contact when a subscriber is represented by an attorney.
    • Disputes (§809) — stops collection on disputed debts pending verification.
    • Coerced debt (§809) and identity theft (§809, FCRA §1681c-2) — permanently stops contact.
    • Inconvenient contact (§805(a)(1)) — delays contact proposed outside the subscriber's stated preferred times or days.
  • Reg F — Enforces the 7-call-per-7-day frequency cap (§1006.14(b)): no more than 7 voice call attempts per 7 days per debt, and no calls within 7 days of a connected conversation. Enforces quiet hours (§1006.6(b)): contact is delayed if proposed outside 8:00 AM – 9:00 PM in the subscriber's local time. Covers deceased subscribers (§1006.6(a)(4)): contact is permanently stopped when a subscriber is confirmed deceased.
  • Bankruptcy Code — Respects the automatic stay (11 U.S.C. §362). When a subscriber has filed for bankruptcy, all contact is permanently stopped.
  • SCRA — Protects active-duty military servicemembers (50 U.S.C. §3901). When active-duty status has been confirmed, contact is permanently stopped pending review of applicable SCRA protections.

State-specific regulations:

  • California — Enforces the Rosenthal Act's prohibition on unreasonable contact frequency. No more than 7 voice call attempts per 7 days for California residents.
  • Massachusetts — Enforces 940 CMR 7.04(1)(f). No more than 2 communications (voice calls and SMS combined) per 7 days to a personal number for Massachusetts residents. Email is excluded. Unanswered calls count toward the limit.

State-specific frequency caps apply in addition to the federal frequency cap and are automatically enforced based on the subscriber's state of residence.

Brazil debt collection (third party)​

For third-party debt collection in Brazil. This profile covers requirements under the Consumer Defense Code (Código de Defesa do Consumidor) and stricter state-level rules.

National rules:

  • Cease communications: contact is permanently stopped when a consumer asks to stop being contacted.
  • Contact hours: contact is delayed if proposed outside Monday to Friday, 9:00 AM to 7:00 PM, or Saturday, 10:00 AM to 1:00 PM. Sundays are not contacted.
  • Public holidays: contact is delayed on national public holidays.
  • Frequency cap (CDC Art. 71): no more than 3 contact attempts per day, and no contact within 1 day of a connected conversation.

State-specific rules:

Several states enforce stricter contact hours, applied automatically based on the consumer's state of residence:

  • Rio de Janeiro (Lei 7.868/18) and Espírito Santo (Lei 10.626/17): Saturday contact is not allowed.
  • Paraná (Lei 22.130/24) and Amazonas (Lei 4.644/2018): weekday contact ends at 6:00 PM.

Greece debt collection (third party)​

For third-party debt collection in Greece. This profile covers requirements under Greek Law 3758/2009 on debtor-information companies (as amended).

This profile includes protections for:

  • Grace period: contact does not begin until 10 days after a debt becomes overdue.
  • Contact hours: contact is delayed if proposed outside 9:00 AM to 8:00 PM on working days.
  • Public holidays: contact is delayed on national public holidays.
  • Frequency limits: up to 7 voice call attempts per day, and no more than one verified contact with the debtor every 2 days. Reaching the wrong party does not count toward the verified-contact limit.

Conversation-level protections​

Beyond the outbound checks above, the AI agent applies compliance guardrails during live conversations:

  • Stopping collection when the consumer asks to cease communications, disputes the debt, reports identity theft or fraud, indicates the debt was coerced, states they have filed for bankruptcy, says they are represented by an attorney, reports the account holder is deceased, or identifies as an active-duty servicemember.
  • Responding to safety signals: if the consumer expresses self-harm or suicidal thoughts, the agent stops immediately and responds with concern.
  • Avoiding prohibited topics, such as credit reporting, litigation, wage garnishment, or asset seizure.
  • Protecting third parties: the agent does not disclose debt details to anyone who is not the consumer.

In Brazil, the agent also informs consumers who report financial hardship of their right to request consolidated renegotiation under the over-indebtedness law (Lei 14.181/2021).

tip

Additional compliance profiles are being developed. If your use case requires a profile that is not listed, contact your account manager or reach out to support.

Last updated on