1. Core principle
A person may only be called or messaged if they have an existing relationship with the business, requested contact, or gave explicit consent matching the purpose.
2. Permitted outbound use
- Appointment confirmations and reminders
- Callbacks to people who submitted a form or requested contact
- Order, delivery, service and account notices to existing customers
- Satisfaction surveys for existing customers
- Informational messages the person explicitly opted into
3. Strictly prohibited
- Cold calling and unsolicited telemarketing
- Calling purchased, rented, scraped or third-party lists
- Random or sequential number dialing
- Pre-recorded mass robocalls
- Debt collection, threatening or deceptive calls
- Hiding caller identity or impersonating another organisation
4. Platform safeguards
- The assistant states the business name and identifies itself as an AI assistant.
- Callers are notified when recording is enabled.
- “Do not call me” requests are added to a suppression list automatically.
- Calling hours are limited to lawful business hours.
- Workflows run with daily volume limits; unusual volume is reviewed.
5. Customer declaration
The subscribing business confirms it holds a valid consent or legal basis for every contact, keeps records of it and can provide them on request. It remains responsible for GDPR, KVKK and telemarketing rules.
6. Violations and complaints
Suspected violations lead to immediate suspension of the workflow and number; serious or repeated violations may lead to account termination without refund. Report unwanted calls to info@sesla.ai; complaints are reviewed within 2 business days.