The checks
Before any of the checks on a person, RuleInside checks your whole account:- Your store has confirmed it may contact its customers. An owner confirms, under Settings, Calling consent, that the store has a lawful basis to have an automated AI voice agent contact the people it asks RuleInside to contact, in the country it trades in. Until this is confirmed, no calls and no WhatsApp messages are sent.
1
They have not asked to stop
Someone who opted out on a channel is never contacted again on that channel. People opt out by telling your
assistant during a call, by replying STOP on WhatsApp, through your own system, or when someone in your team uses
Opt out on the Contacts page (which stops both calls and WhatsApp). Only the customer can
reverse an opt-out, and only on WhatsApp, by replying START (see WhatsApp).On WhatsApp there is also a marketing-only stop: someone who told WhatsApp to stop marketing messages from your
business is sent no more Marketing templates from your store, until they turn your marketing messages back
on in WhatsApp. See Why a send is suppressed.
2
They are not on your do-not-call list
Numbers on your do-not-call list are never contacted on that channel. Every opt-out is added to the list
automatically, so it stays in force even if the person is imported again later. Calls and WhatsApp are listed
separately: a STOP on WhatsApp stops both, while a “do not call me” on the phone does not stop WhatsApp.
3
They agreed to be contacted on this channel
A person is called only when your contact list records a lawful basis to call them, and is sent a WhatsApp message
only when it records a lawful basis to message them on WhatsApp. One channel never implies the other. A newly
imported contact has no consent until you record it (see Importing contacts).
4
It is a reasonable hour where they are (calls only)
Calls are placed between 8:00 and 21:00 in the person’s own time zone, on any day, unless you set other calling
hours or days for your account or for one campaign. Hours outside 8:00 to 21:00 must be confirmed by an owner.
The time zone comes from the contact’s details or their phone number; when neither gives one, the person is not
called unless you have set a Timezone for customers we cannot place. See
Calling hours. WhatsApp Marketing templates and a campaign’s
after-call WhatsApp message also wait for the person’s calling hours; other WhatsApp messages do not. A Marketing
follow-up in a chat the shopper started goes at once only within 24 hours of that chat.
5
They have not been contacted too often
RuleInside limits how often one person can be contacted, and each account has a maximum number of calls per day.
The numbers are on Plans, limits and what happens at the limit.
When a check cannot be completed
If a check cannot be completed at that moment, for example because a list could not be read, the person is not contacted. RuleInside never contacts someone because a check failed to answer. In the same way, if your saved calling hours or days could not be read, nobody is called. When calls and messages are held back only because your store has not confirmed calling consent yet, they are not cancelled at once: they are tried again a limited number of times. Confirm before you launch a campaign so that nothing is held back.Campaigns with their own hours
A campaign can use its own calling hours, its own calling days, or both, instead of the account’s. They can be changed only while the campaign is a draft. Each person in the campaign is still checked against every other rule above. See Campaigns.These rules are the minimum RuleInside applies. You remain responsible for the consent you record and for the
rules of the countries you call. RuleInside does not check that the lawful basis you record is true.