The guardrails on outbound calls in zlicx

An outbound agent can place far more calls than a team can, including far more calls it should not have placed. These are the limits built into zlicx, followed by the ones that remain yours.

Calling hours

Each agent has a calling window, set by default to 09:00 to 21:00. The window applies in the called person's local time where we can work it out from the country code, and otherwise in the agent's time zone.

For Indian numbers, the window is also held inside 9am to 9pm, whatever the agent is set to. You can narrow it, say to 10:00 to 18:00, but you can't widen it to 22:00.

If a call is requested outside the window, it isn't placed. We report when the next allowed time is.

Your do-not-call list

Each organisation has its own do-not-call list. A number on the list is refused for outbound calls from that organisation, including a quick one-off call made by hand. Add a number as soon as someone asks you to stop, and record why, because the entry has a reason field.

Consent records

Calling a +91 number requires recorded consent:

• A single call asks the person placing it to confirm that the contact agreed. That confirmation is stored.
• A batch campaign requires you to say where the contacts agreed to be called, such as "checkout form, order terms". That source is stored against those contacts.

This is a record of what your team told us. zlicx can't verify that a person really agreed, so the quality of your own consent collection still matters.

What zlicx does not check

Please read this part closely:

• We don't currently check the national DND registry. Our list is yours, not TRAI's. Your scrubbing process has to handle the national registry.
• We don't assess your message. Whether a call counts as promotional or transactional, and which number series or registration it needs, is for you and your carrier to determine.
• This article isn't legal advice. Have someone responsible review TRAI's rules and the DPDP Act against your exact use.

A safer way to start a campaign

1. Begin with transactional calls to customers who just placed an order, such as COD confirmation.
2. Import a small batch, perhaps 50 contacts, and listen to the recordings.
3. Have the agent state who it is and why it's calling in the first sentence.
4. Give it a clear way to honour "don't call me again", and route those requests into your do-not-call list through a tool or your post-call review.
5. Count unanswered attempts and complaints, as well as completed calls.

The agent will only be as careful as your prompt, so test what it does when someone objects. Outbound usage is billed like other calls, so a small batch is also inexpensive; check pricing before scaling up.

If you are working out what applies to your own campaign, tell us about it, and we can walk through what the platform does and doesn't enforce.