Inbound calls vs outbound follow-up
When a consumer chooses to call a business, that call is consumer-initiated. Consent questions usually arise when a business calls or texts a consumer, for example following up on a web form, retrying a missed call or sending reminders. Each of those outbound contacts needs to be covered by the consent the consumer gave.
What buyers usually ask for
- The exact disclosure language shown next to the submit button
- The page URL and a timestamp of the submission
- A third-party consent certificate or session record where used
- The name of the business the consumer agreed to hear from
- How opt-outs are honored across calls and texts
Rules change
Federal rules and their interpretation have changed several times in recent years, and several states have their own telemarketing laws. Review current FCC guidance and get advice from an attorney who handles telemarketing law before launching outbound programs.