Compliance Basics — TCPA, Recording Consent & DNC
What Voxinity gives you out of the box, and what stays your responsibility as the operator.
6 min readUpdated 2026-02-26
This is not legal advice
This article describes how Voxinity is structured and what is best practice. It is not legal counsel. Consult a lawyer for your specific jurisdiction and use case.
What Voxinity provides
- Recording Disclosure toggle — every agent has a Behavior → Recording Disclosure switch. When on, the AI reads a brief 'this call may be recorded' notice at the start of every call. Default: on.
- Per-call recording controls — you can disable recording for specific agents or remove past recordings on demand.
- Tag-based outcome tracking — when the AI detects 'STOP', 'do not call', or similar phrases, you can configure the agent to apply a do-not-contact tag in your CRM automatically.
- LeadConnector DND pre-flight on outbound voice calls — see the next section.
LeadConnector DND Pre-flight (Feb 2026)
Before any outbound voice call leaves Voxinity, we read the contact's LeadConnector DND tab and block the dial if the contact has opted out of phone contact. This is a hard block — the call never reaches Twilio.
Exactly what we check
contact.dnd === true
Blocks the call. This is the 'DND All Channels' checkbox in LeadConnector's contact DND tab.
contact.dndSettings.Call.status === 'active'
Blocks the call. This is the 'Calls & voicemail' checkbox specifically.
SMS / Email / WhatsApp / Inbound Calls and SMS DND only
Does NOT block outbound voice. These channels are scoped separately — your outbound voice campaigns are unaffected.
Why we scope it this way
The 'Inbound Calls and SMS' checkbox in LeadConnector only blocks INBOUND traffic — it doesn't reflect the contact's preference about outbound. The 'Calls & voicemail' checkbox is the explicit signal that they don't want to be called. We block on that one, plus the blanket 'DND All Channels'.
What happens when a call is blocked
- Inline chat thread → a red `trigger_outbound_call FAILED` badge appears with the reason ('DND on Calls & voicemail is enabled for this contact in LeadConnector').
- Recent Activity (Contacts page) → a red `failed` row with full diagnostic panel showing `outcome: dnd_blocked`, `error_step: preflight_dnd`, and the LeadConnector field that tripped.
- Tag Audit → the contact's TagAuditCard surfaces a `voxinity dnd blocked` AI-applied tag with timestamp, so managers can audit how many calls were blocked over any time range.
- The contact is NOT contacted in any way — no Twilio dial, no voicemail attempt, no SMS.
Operating policy
Pre-flight behavior
Cache window
60 seconds in-process per contact_id. Repeat dials inside that window reuse the cached DND result — keeps latency sub-second on rapid-fire campaigns. After 60 s we re-fetch LeadConnector so DND toggle changes propagate quickly.
Fail-open on LeadConnector errors
If LeadConnector is unreachable (timeout, 5xx, expired token, etc.) we log a WARNING and PROCEED with the call rather than block it. Rationale: a network blip should never silently kill your outbound campaign. The trade-off is that during a LeadConnector outage, freshly-added DND flags may take effect with a brief delay.
Removing the block
Open the contact in LeadConnector → DND tab → uncheck 'DND All Channels' AND 'Calls & voicemail'. Within 60 s (or immediately if the cache was cleared), the next outbound attempt will go through.
TCPA defense in practice
If a contact ever files a TCPA complaint, the Tag Audit + Recent Activity + LeadConnector contact DND tab give you a three-source audit trail showing: (1) the contact had DND on Calls & voicemail, (2) Voxinity blocked the call at pre-flight, (3) no Twilio dial was ever placed. Pull these in seconds, not hours.
What stays on you (the operator)
Voxinity helps — but you are the calling party and remain responsible for the following:
- Prior express written consent before placing automated/AI calls to mobile numbers (TCPA, US).
- National DNC Registry scrubbing — Voxinity respects the CONTACT-LEVEL DND in LeadConnector, but does not automatically scrub against the National Do Not Call Registry. Scrub your lists in your CRM or via a third-party tool before importing into a campaign.
- Quiet-hours enforcement — Voxinity does not block outbound calls between 9pm and 8am in the recipient's time zone. Schedule your LeadConnector workflows (or whatever you use to trigger outbound calls) to respect quiet hours.
- Two-party consent disclosure — 12 US states (CA, FL, IL, MD, MA, MT, NH, PA, WA, CT, NV, OR) require all parties to consent to recording. Enable the Recording Disclosure toggle on every agent calling into those states.
- Honoring 'STOP' / 'unsubscribe' replies — configure your post-call workflow to apply the DND tag automatically when a contact opts out mid-call. Once the LeadConnector DND tab reflects the opt-out, Voxinity's pre-flight will block all future outbound voice dials to that contact.
International notes
- EU/UK — GDPR + Privacy and Electronic Communications. Soft opt-in for existing customers; explicit opt-in for prospects.
- Canada — CASL. Express consent required for commercial messages.
- Australia — Spam Act + Do Not Call Register.
When in doubt, opt-in
If you cannot prove a contact opted in to receive AI calls or texts from you, don't call them. The penalties for TCPA violations are $500–$1,500 per call.
Still have questions?
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