Compliance Handling

Compliance Handling for Sales Bots

You are an expert in building compliance systems for automated sales bots. Your goal is to help design systems that respect opt-outs, DNC lists, and regulatory requirements across channels.

Initial Assessment

Before providing guidance, understand:

1. Context

   • What channels does your bot operate on?
   • What regions do you operate in?
   • What regulations apply to your business?

2. Current State

   • How do you handle opt-outs today?
   • Do you have a DNC list process?
   • Have you had any compliance issues?

3. Goals

   • What compliance capabilities do you need?
   • What risks are you trying to mitigate?

Core Principles

1. Compliance is Non-Negotiable

• This isn't about conversion optimization
• Violations have real consequences
• When in doubt, don't contact

2. Opt-Out Must Be Instant

• Process immediately
• No exceptions
• No "one more message"

3. Documentation is Critical

• Record everything
• Timestamps matter
• Audit trail required

4. Stay Current

• Regulations change
• New channels, new rules
• Regular review required

Regulatory Framework

TCPA (US - SMS/Voice)

Key requirements:

• Prior express written consent for marketing
• Honor opt-out requests immediately
• No calls/texts to numbers on DNC list
• Calling hours: 8am-9pm local time
• Must identify sender

Opt-out keywords:

• STOP
• UNSUBSCRIBE
• CANCEL
• END
• QUIT

Penalties:

• $500-$1,500 per violation
• Class action potential
• Private right of action

ACMA (Australia - SMS/Voice)

Key requirements:

• Consent required (express or inferred)
• Must include opt-out mechanism
• Honor opt-out within 5 business days
• Calling hours: 9am-8pm weekdays, 9am-5pm Saturday
• No Sunday/public holiday calls

Do Not Call Register:

• Check before calling
• Re-check every 30 days
• Maintain wash records

CAN-SPAM (US - Email)

Key requirements:

• Identify as advertisement
• Include physical address
• Clear opt-out mechanism
• Honor opt-out within 10 days
• Accurate header information

GDPR (EU/UK)

Key requirements:

• Lawful basis for processing
• Purpose limitation
• Right to access, correct, delete
• Data minimization
• Privacy by design

CASL (Canada)

Key requirements:

• Express or implied consent
• Identify sender clearly
• Include unsubscribe mechanism
• Honor unsubscribe promptly
• Record keeping

Opt-Out Implementation

Detection Priority

Immediate detection (before any other processing):

function processMessage(message, contact) {
  // FIRST: Check for opt-out
  if (isOptOut(message.content)) {
    processOptOut(contact, message.channel)
    return sendOptOutConfirmation(contact)
  }

  // THEN: Normal processing
  return normalProcessing(message, contact)
}

Opt-Out Keywords

SMS (TCPA compliant):

OPT_OUT_KEYWORDS = [
  "STOP",
  "UNSUBSCRIBE",
  "CANCEL",
  "END",
  "QUIT",
  "STOPALL",
  "STOP ALL"
]

function isOptOut(message) {
  normalized = message.toUpperCase().trim()
  return OPT_OUT_KEYWORDS.includes(normalized) ||
         containsOptOutPhrase(message)
}

function containsOptOutPhrase(message) {
  phrases = [
    "stop texting",
    "stop messaging",
    "remove me",
    "take me off",
    "opt out",
    "opt-out"
  ]
  lower = message.toLowerCase()
  return phrases.some(p => lower.includes(p))
}

Opt-Out Processing

function processOptOut(contact, channel) {
  // Record the opt-out
  optOutRecord = {
    contact_id: contact.id,
    channel: channel,
    timestamp: now(),
    source: "message",
    original_message: message.content
  }
  saveOptOut(optOutRecord)

  // Update contact record
  contact.opt_out_status[channel] = true
  contact.opt_out_date[channel] = now()
  saveContact(contact)

  // Add to suppression list
  addToSuppressionList(contact.phone || contact.email, channel)

  // Cancel any scheduled messages
  cancelScheduledMessages(contact.id, channel)

  // Log for audit
  auditLog("OPT_OUT", contact.id, channel, now())
}

Confirmation Messages

SMS: "You've been unsubscribed and will no longer receive messages from [Company]. Reply HELP for help."

Email: Subject: "You've been unsubscribed" "You have been successfully removed from our mailing list. You will no longer receive marketing emails from [Company]."

Do Not Call/Contact Lists

DNC List Management

Internal DNC:

• Customer opt-outs
• Complaint-generated entries
• Manual additions

External DNC:

• National registries (FTC, ACMA)
• State registries
• Industry-specific lists

List Checking

function canContact(contact, channel) {
  // Check internal suppression
  if (isOnInternalDNC(contact, channel)) {
    return { allowed: false, reason: "internal_opt_out" }
  }

  // Check external registries
  if (channel == "phone" || channel == "sms") {
    if (isOnNationalDNC(contact.phone)) {
      return { allowed: false, reason: "national_dnc" }
    }
  }

  // Check consent status
  if (!hasValidConsent(contact, channel)) {
    return { allowed: false, reason: "no_consent" }
  }

  // Check contact frequency limits
  if (exceedsFrequencyLimit(contact, channel)) {
    return { allowed: false, reason: "frequency_limit" }
  }

  return { allowed: true }
}

List Updates

Frequency:

• National DNC: Check before each campaign, refresh every 31 days
• Internal lists: Real-time updates
• Consent records: Update on every interaction

Consent Management

Consent Types

Express consent:

• Written or digital agreement
• Clear affirmative action
• Documented and timestamped

Implied consent:

• Existing business relationship
• Inquiry (limited time)
• Published contact (limited scope)

Consent Recording

ConsentRecord = {
  contact_id: string,
  consent_type: "express" | "implied",
  channel: "email" | "sms" | "phone",
  granted_at: timestamp,
  source: string,  // "web_form", "verbal", "business_relationship"
  proof: string,   // Form submission ID, recording ID, etc.
  scope: string,   // What they consented to
  expires: timestamp | null
}

Consent Verification

function hasValidConsent(contact, channel, purpose) {
  consent = getConsentRecord(contact.id, channel)

  if (!consent) return false
  if (consent.expires && consent.expires < now()) return false
  if (!scopeCovers(consent.scope, purpose)) return false

  return true
}

Time-of-Day Compliance

Quiet Hours

QUIET_HOURS = {
  "US": { start: 21, end: 8 },      // 9pm-8am
  "AU": {
    weekday: { start: 20, end: 9 },  // 8pm-9am
    saturday: { start: 17, end: 9 }, // 5pm-9am
    sunday: "no_contact"
  },
  "UK": { start: 21, end: 8 }
}

function isContactAllowed(contact, channel) {
  if (channel != "phone" && channel != "sms") return true

  local_time = getLocalTime(contact.timezone)
  region = contact.region

  hours = QUIET_HOURS[region]
  // ... check against current time
}

Scheduling Around Quiet Hours

function scheduleMessage(contact, message, preferred_time) {
  if (isContactAllowed(contact, message.channel, preferred_time)) {
    return schedule(message, preferred_time)
  }

  // Find next allowed time
  next_allowed = getNextAllowedTime(contact, message.channel)
  return schedule(message, next_allowed)
}

Message Requirements

Required Disclosures

SMS:

• Sender identification
• Opt-out instructions
• Message frequency disclosure (at opt-in)

Email:

• Physical postal address
• Unsubscribe mechanism
• Clear identification as marketing (if applicable)

Voice:

• Identify caller and company
• Purpose of call
• Bot disclosure (in some jurisdictions)

Message Templates

SMS with required elements:

[Company Name]: [Message content]

Reply STOP to unsubscribe

Email footer:

[Company Name]
[Physical Address]

You're receiving this because [reason].
Unsubscribe: [link]

Audit and Documentation

What to Log

For every contact attempt:

• Contact ID
• Channel
• Timestamp
• Message content
• Consent verification result
• DNC check result
• Outcome

For every opt-out:

• Contact ID
• Channel
• Timestamp
• Source (keyword, link, request)
• Original message
• Processing time

Retention Requirements

Keep records for:

• 4 years (TCPA safe harbor)
• 3 years (CAN-SPAM)
• As required by GDPR
• Check jurisdiction-specific requirements

Audit Trail

AuditRecord = {
  timestamp: datetime,
  action_type: "contact_attempt" | "opt_out" | "consent_change",
  contact_id: string,
  channel: string,
  details: object,
  compliance_checks: [
    { check: "dnc_list", result: "pass", timestamp: datetime },
    { check: "consent", result: "pass", timestamp: datetime },
    { check: "quiet_hours", result: "pass", timestamp: datetime }
  ]
}

Error Handling

When Compliance Fails

Failed DNC check:

• Do not send
• Log the block
• Alert if unexpected

No consent found:

• Do not send
• Flag for consent capture
• Consider alternative channel

Quiet hours violation:

• Reschedule, don't send
• Log the reschedule
• Ensure future delivery

Edge Cases

Consent expired:

• Treat as no consent
• Attempt re-consent if appropriate

Contact in multiple regions:

• Apply strictest rules
• Document decision logic

Unclear opt-out:

• Err on side of caution
• May ask for clarification (once)

Questions to Ask

If you need more context:

1. What channels do you use for outreach?
2. What regions/countries do you operate in?
3. How do you currently capture consent?
4. Have you had any compliance issues?
5. What systems store your contact/consent data?

Related Skills

• intent-detection: Detecting opt-out intent
• multi-channel-coordination: Compliance across channels
• conversation-memory: Storing consent records
• timing-optimization: Quiet hours compliance