Skip to main content

​
What are opt-outs?

An opt-out is a contact who has asked not to be called again. Once a contact is flagged opted out, they’re added to your account’s opt-out list and excluded from future batch dialling by the Opt-out screening gate — no separate suppression list to maintain by hand. Opt-outs are a different check from the Do Not Call Register (DNCR): DNCR is Australia’s national register, checked against ACMA’s data; your opt-out list is account-level and built entirely from what contacts tell your AI agent on their own calls. See How opt-outs interact with DNCR below.

​
How a contact is flagged

Flagging is automatic — there’s no button to click. It comes from Post-Call Analysis, which runs on every completed call and produces a Classification section covering fifteen standard fields, one of which is opt_out: whether the contact asked to be removed from the call list. When the analysis marks that field Yes for a call, the contact is flagged opted out and stays flagged for every batch afterwards. You can see the result for any individual call on its Analysis tab, in the Classification section alongside Outcome, sentiment and the rest of the standard fields — see Call Details. There’s no extra step for the contact to end up on your opt-out list beyond the AI correctly recognising the request during the call.

​
The opt-out screening gate

Opted-out contacts are kept out of future calls by the Opt-out screening gate, one of three screening gates configured per batch on the Screening gates card under Calling rules in a batch’s Settings tab. The card describes it plainly: “Blocks contacts who opted out on a previous call.” It’s on by default for every batch. Two things worth knowing about how it runs:
  • It runs automatically, and on demand. Like the other screening gates, it screens queued contacts ahead of their scheduled dial time and re-screens on the same schedule as the rest of the queue, and you can force an immediate check with the Screen button on the batch’s Queue tab. The fail-closed rules, verdicts and timing are shared across all three gates — see Batch Screening Gates for the full mechanics.
  • It runs the same way DNCR does. Both the Opt-out and DNCR gates run automatically whenever their per-batch toggle is on — see Batch Screening Gates for the full mechanics.
  • It’s a Batch Scheduler check. It screens contacts queued through the Batch Scheduler. Scheduling a single outbound call from the New Call modal checks the number against the DNCR only — it does not check your opt-out list.

​
Manual management

There’s currently no screen in Contacts or Lists for browsing, searching or manually setting a contact’s opt-out status — coming soon.

​
How opt-outs interact with DNCR

Opt-out and DNCR are independent, separately-enforced checks:
  • A contact can be opted out, on the DNCR register, both, or neither — the two flags don’t affect each other.
  • DNCR Override on a contact only affects the DNCR gate. It has no effect on the Opt-out gate — an overridden, DNCR-registered contact who has also opted out is still blocked from batch dialling until the opt-out is resolved.
  • On a batch’s Queue tab, a contact blocked by opting out and a contact blocked by the DNCR register both show as Blocked, with the reason recorded per contact — see Batch Screening Gates.
  • Both checks sit inside the same legal picture: DNCR compliance is a statutory obligation under the Do Not Call Register Act, while honouring an opt-out is both good practice and expected under related telemarketing conduct rules. See DNCR & Opt-Out Compliance for the full legal framing and shared-responsibility model.

​
Next Steps

  • Batch Screening Gates — fail-closed semantics, verdict lifetimes and the Screen button shared by all three gates.
  • Post-Call Analysis — the Classification framework that produces the opt_out field.
  • DNCR Washing — the parallel, register-based check and its status badges and overrides.
  • DNCR & Opt-Out Compliance — the legal framing for both checks and where responsibility sits.