Automated Regional Compliance for Outbound Calling

The Business Problem

Running outbound campaigns across multiple regions means navigating a patchwork of regulations — and a single call placed at the wrong time can cost $500–$1,500 in fines per contact under laws like TCPA (US), FTSA (Florida), and CRTC/LPC (Canada). Today, most teams manage this risk manually: segment lists by timezone, build separate campaigns per region, and hope nothing slips.

This feature eliminates that manual overhead entirely. The system automatically enforces the correct calling window for each contact based on their location — across every region, in every campaign.

What Changes for You

How the System Protects You

1. It figures out where each contact is

When you upload your contact list, the system resolves each contact's timezone and jurisdiction automatically — from data you've already provided (timezone column, phone area code, or postal code). Contacts it can't place are quarantined rather than dialled.

2. It knows the rules for each region

Pre-loaded regulatory profiles cover US Federal (TCPA), Florida (FTSA), Canada Federal (CRTC), and Quebec (LPC). Your admin can tighten any window for business preference or add custom holiday blocks. When federal and state rules both apply, the system always uses the stricter one.

3. It blocks out-of-window calls before they happen

At dial time, the system checks the contact's local time against their applicable calling window. A contact in Florida gets Florida's rules; a contact in Quebec gets Quebec's rules — automatically, on every call attempt.

4. It reschedules blocked contacts — nothing is lost

A contact outside their calling window is not removed from the campaign. The system calculates when they next become eligible and re-queues them automatically. No manual follow-up, no lost leads.

5. It generates a compliance audit trail automatically

Every call decision — dialled or suppressed — is logged with the full reasoning: the contact's resolved location, the rule that applied, the local time at the moment of the decision, and the version of the compliance profile in use. Logs are retained for 7 years and can be exported within 24 hours of a regulatory request.

Configuration

Step 1 — Prepare Your Contact List CSV

For best accuracy, include these two columns in your CSV before uploading:

If these columns are absent, the system falls back through the following priority order:

1. CSV columns — timezone and region fields provided by you

2. Phone area code lookup — e.g., +1-415 → America/Los_Angeles, US-CA

3. Postal code lookup — e.g., 37201 → America/Chicago, US-TN

4. Campaign default — a fallback timezone set by your admin (e.g., America/New_York for all unmapped contacts)

5. Quarantine — contact cannot be resolved; flagged as UNRESOLVED_TIMEZONE and excluded from dialling

Step 2 — Configure Calling Windows (Admin)

Go to Admin Portal → Calling Windows. Pre-loaded regulatory profiles are available out of the box:

Admins can also:

• Tighten any window — e.g., stop calls at 7:00 PM even if the regulation allows 9:00 PM

• Add split time slots — e.g., 9:00 AM–12:00 PM and 2:00 PM–8:00 PM to skip lunch hours

• Add holidays — US and Canadian federal holidays are bundled; other dates can be entered manually

• Create custom profiles — for jurisdictions not covered by the pre-loaded set

Step 3 — Add the Check Calling Window Node in Conversation Studio

In your campaign flow, place the Check Calling Window node between the INIT and DIAL nodes:

The node reads each contact's resolved timezone and region, calculates their current local time, and routes to one of two outputs:

• Callable now — proceeds to DIAL

• Outside window — skips and auto-reschedules the contact

Business Outcomes

• Regulatory risk eliminated at the source — non-compliant calls are blocked, not reviewed after the fact

• Operational overhead removed — no more per-region list segmentation or duplicate campaign setup

• Audit-ready by default — no additional logging effort required

• No leads lost to timing — auto-reschedule keeps every contact in play

Limitations

• Covered jurisdictions at launch: Pre-loaded profiles cover US Federal (TCPA), Florida (FTSA), Canada Federal (CRTC), and Quebec (LPC). Campaigns targeting other countries or US states with additional calling laws will require admin-configured custom profiles.

• Timezone resolution depends on data quality: Mobile numbers can cross area codes (a Chicago number carried to California will resolve as Illinois). Where precision matters, provide an explicit timezone column in your CSV.

• Unresolvable contacts are excluded, not rescheduled: Contacts flagged as UNRESOLVED_TIMEZONE will not dial until the data issue is corrected and the contact is re-imported.

• Regulatory profiles do not auto-update: When laws change, an admin must update the relevant calling window profile manually. The system enforces what is configured, not what the latest regulation says.

• Most-restrictive rule applies system-wide: When federal and state rules overlap, the system always applies the stricter window. There is no mechanism to elect a less restrictive rule for a specific campaign.

• Custom holiday entry is manual: The bundled holiday calendar covers US and Canadian federal holidays. Holidays for other jurisdictions must be entered by an admin.

Frequently Asked Questions