Do Not Call

Understand how Volume Reach handles Do Not Call requests and how to ensure your campaigns respect contact opt-outs.

Overview

Do Not Call (DNC) compliance refers to your obligation not to contact people who have asked to be removed from your calling or messaging lists — or who are registered on the National Do Not Call Registry. Ignoring DNC requests is one of the most common causes of TCPA complaints and regulatory fines.

Volume Reach automatically processes opt-out requests and maintains a DNC list for your account. Understanding how this works helps you ensure no contact is ever reached after they have asked to be left alone.

This information is for guidance only and does not constitute legal advice.

How It Works

The National Do Not Call Registry

The Federal Trade Commission (FTC) maintains the National Do Not Call Registry, which allows consumers to register their phone numbers to reduce unwanted sales calls. If you are making calls for commercial purposes, you are generally required to scrub your contact lists against the National DNC Registry before dialing.

You are responsible for obtaining access to the National DNC Registry and scrubbing your lists before importing contacts into Volume Reach. The FTC provides access to the registry for businesses at a fee based on the number of area codes you need to search.

Account-Level DNC List

Volume Reach maintains a DNC list specific to your account. When a contact asks not to be called or opts out of SMS messages, they are automatically added to this list. Volume Reach will not place calls or send messages to contacts on your DNC list, regardless of what campaigns they appear in.

How contacts are added to your DNC list:

Phone opt-out: A contact verbally asks not to be called during a conversation with your AI agent.
SMS opt-out: A contact replies with STOP, UNSUBSCRIBE, CANCEL, or similar keywords. This is processed automatically.
Manual opt-out: You or a team member manually adds a contact to the DNC list through the platform.

Processing Opt-Out Requests

For SMS, opt-out keywords are processed in real time. The moment a contact sends STOP, they will not receive another message from your account. An automatic confirmation reply ("You have been unsubscribed and will receive no further messages") is sent to acknowledge the request.

For voice, if a contact requests to be removed from your calling list during an AI-handled call, the system records the request and adds them to your DNC list immediately. If your team receives a verbal opt-out on a human-handled call, the contact should be added to the DNC list manually as soon as possible — the same day at the latest.

Viewing and Managing Your DNC List

You can view contacts on your DNC list and manually add or remove entries. Exercise caution when removing contacts from the DNC list — only remove a contact if they have actively re-consented to being contacted.

Tips & Best Practices

Scrub your contact lists against the National DNC Registry before every campaign. This is a legal requirement for commercial calling. Do not assume a list you purchased or collected is already scrubbed.
Honor opt-out requests across all channels. If someone opts out of SMS, apply that opt-out to your calling list as well, and vice versa. Respecting a contact's preference on all channels is both the ethical and legally safer approach.
Do not re-add opted-out contacts without fresh consent. Removing a contact from your DNC list without their explicit re-consent and then contacting them again is a violation of their opt-out request.
Act on verbal opt-outs immediately. A verbal "please don't call me again" carries the same legal weight as a written request. Add the contact to your DNC list the same day.
Keep records of opt-out requests. Document when an opt-out was received, through what channel, and when it was processed. This documentation is your protection in a dispute.
Audit your DNC list periodically. Review your list regularly to confirm that opt-out processing is working correctly and that no opted-out contacts are slipping through.