Outbound call

Typical cases are appointment reminders, callbacks in response to enquiries, status updates on orders and qualifying prospects. The call is triggered manually, on a schedule or by an event in another system, for example a new entry in the CRM.

Legally, outbound is regulated more strictly than answering calls, and the rules depend on the country. In Germany, marketing calls to consumers require prior express consent; for business customers, presumed consent may be sufficient (section 7 of the Act against Unfair Competition, UWG). On top of that comes the notice that an AI is speaking. Service calls to existing customers, such as an appointment reminder, are assessed differently from cold calling. Before starting, it should therefore be settled whom the assistant may call and on what basis.