DialSwarm / Terms / Privacy / Compliance
Compliance: what DialSwarm enforces
The calls DialSwarm places are artificial voice calls. In the United States the FCC treats those under the Telephone Consumer Protection Act (TCPA), and many states add their own telemarketing rules. The business using DialSwarm is the caller and is responsible for its calling program. DialSwarm is built so that the basic safeguards are not optional: they run in our servers on every call, whatever the customer types into the product, and no setting turns them off.
What the platform checks before every call
- Written consent on every lead. A lead can only be added with a consent record: where and how the person agreed to be called, the date, and the name of the business they agreed to hear from. That business has to match the customer's company, or the customer must explain in writing why it still applies. Every upload also needs a tick on this confirmation, which is stored with who ticked it, when, and from where: "I confirm every number in this list gave prior express written consent to be called by [company] using an automated or AI voice, and I accept responsibility for that consent." A lead with no consent record cannot be dialed, by the campaign scheduler or by hand.
- Do Not Call. Every account has its own Do Not Call list, checked before every dial. The platform also checks the federal registry data DialSwarm has loaded. A number on either list is skipped and logged as
dnc_blocked. Numbers added because a person asked on a call cannot be removed by the customer. - Calling hours. Calls go out only between 8:00 am and 9:00 pm in the time zone of the person being called, worked out from their area code. The customer's own time zone is never used. If an area code spans two time zones, both must be inside the window. If we cannot tell the time zone, the call is not placed. Calls held back are logged as
outside_hours. - Caller ID. The number shown to the person must be a real, voice capable number on the telephone carrier account. Anything else is refused.
What the agent does on the call
- It never claims to be human. The agent introduces itself as an assistant or agent. The customer picks the wording in Settings, including an option that says "AI assistant" at the start of the call for states that require it. If anyone asks whether it is an AI, a bot or a real person, it says yes, it is an AI, and offers to connect them with the real person it works for. Anything a customer writes that tells the agent to claim to be human or to deny being an AI is removed before the agent sees it.
- Stop means stop. If a person says anything like "stop calling me", "take me off your list" or "do not call again", the agent confirms in one sentence, the call ends, and the number goes on that account's Do Not Call list. This is done by our servers, not left to the AI model.
- Recording and transcription notice. Calls are transcribed. The opening line says so ("This call is transcribed and may be recorded"). It is on by default. A customer can turn it off for their own account, and doing so shows a warning about states that require every person on the call to know. The setting in force is saved with every call.
The record
Every call stores a compliance record: the consent details and who attested to them, the Do Not Call results, the calling hours check, the caller ID check, how the agent introduced itself, whether it said it was an AI, whether the recording notice was given, and whether the person asked not to be called again. Attempts that were blocked are logged too. A customer can export all of it as a CSV from the Compliance screen in their workspace, which is what you would hand to a lawyer or a regulator.
What DialSwarm cannot do
- We cannot confirm that the consent a customer records is true. The customer takes responsibility for that, in the confirmation they tick and in our Terms.
- State rules differ and change. Some states have extra registration, bonding, time or frequency limits. Customers should take legal advice for the states they call.
- Federal Do Not Call registry checks are only as good as the files loaded. Data older than 31 days is flagged as stale.
- Calls to numbers outside the United States are not supported.
- Call authentication (STIR/SHAKEN) is handled by the telephone carrier.
Blocked states
Calls to Washington numbers (area codes 206, 253, 360, 425, 509 and 564) are blocked. Washington law (RCW 80.36.400) bans sales calls made with an automated voice, with no consent exception. The block stays until we have legal advice that a lawful path exists. Other states have their own rules, including on telling people a call is automated or AI (for example California and Maine). Customers are responsible for the rules of every state they call.
Health information (HIPAA)
DialSwarm isn't built for medical work, and we don't sign HIPAA business associate agreements today. Please don't use agents or reception to collect health details such as symptoms, diagnoses, treatment, prescriptions or insurance member IDs. Keep calls to general questions, scheduling requests and messages.
If your business is covered by HIPAA, email [email protected] before you start. We'll go through what you need and tell you plainly whether DialSwarm fits. In the meantime: turn call recordings off, keep your agent's instructions to non-health topics, and have the agent tell callers that medical questions go to your staff.
If you received a call
If a DialSwarm agent called you and you do not want more calls, tell the agent and it will end the call and add your number to the caller's list. You can also email [email protected] with your number and the company that called, and we will act on it. See also Privacy and Voice and recording consent.
Contact: [email protected]