Compliance: opt-outs, calling hours and WhatsApp rules

What KonvoLead does automatically to respect people's choices, and what remains your responsibility.

This page describes how the product behaves. It isn't legal advice. You're responsible for having consent to contact the people you import and for following the rules that apply to your business.

Consent

When you import an audience you must confirm that everyone on the list agreed to be contacted and that you're responsible for that consent. You can also say how they agreed. See Preparing and importing an audience.

Opt-outs on WhatsApp

When a lead writes to you on WhatsApp, KonvoLead checks whether they're asking you to stop.

Opt-out — for example "STOP", "unsubscribe", "don't message me", "remove my number", "stop calling", "band karo", "मत भेजो":

• they receive: "You've been unsubscribed and won't receive further messages. Reply anytime if you change your mind.";
• they're added to your opt-out list and every pending campaign message or call for them is cancelled, across all your campaigns;
• they're skipped in future imports and campaigns;
• the agent doesn't reply further to that message.

Not interested — for example "no thanks", "not interested", "nahi chahiye", in reply to a campaign's opening message they haven't answered yet:

• they receive a short note that you won't follow up;
• that campaign's follow-ups to them stop and they're marked Not interested;
• they are not opted out: a future campaign may contact them.

A "no" in the middle of a conversation (for example "no, I don't need parking") is just part of the conversation — it doesn't end it. Ordinary questions that happen to contain the word "stop", such as "Is there a bus stop nearby?", are not treated as opt-outs.

If someone who opted out later messages you themselves, the agent will help them — an opt-out means don't contact me, not don't answer me. You still won't send them campaigns.

Tip: add a footer such as "Reply STOP to opt out" to your marketing templates, and use quick-reply buttons such as "Not right now" and "Stop messages" — they're recognised the same way as typed replies.

Opt-outs on calls

On a call, the words have to clearly refer to future contact:

• "don't call me again", "remove my number", "unsubscribe" → opt-out: the call ends and they're added to the opt-out list, exactly as on WhatsApp;
• "please cut the call", "call band karo" → the agent ends the call; not an opt-out;
• a bare "stop" or "band karo" → the agent stops talking and listens; not an opt-out, and the call carries on;
• a clear "not interested" → marked Not interested, not opted out.

Calling hours

• Automatic dialling only places calls between 9:00 and 21:00 in the campaign's timezone, and inside the campaign's send window if it's narrower.
• A call placed by hand with Call now outside calling hours shows a warning first, and goes through only if you press Call anyway. Please keep to calling hours.
• Every call is checked at the moment of dialling for opt-outs, the contact cooldown, and leads your team has taken over.

See Calling.

Do-not-disturb (DND)

KonvoLead checks your own opt-out list before every message and call. It does not check national do-not-disturb registers. Make sure your imported lists respect any registers that apply to you.

Disclosing that a call is AI-assisted

KonvoLead adds nothing about AI to the start of a call. If you record calls, "This call is recorded for quality purposes." is added after its first sentence. If you want or need callers told the call is AI-assisted, or who is calling, write it into What the agent says first in the campaign form.

The WhatsApp 24-hour window

WhatsApp's rules:

• A business may message someone first only with an approved template. That's why every campaign opening message and follow-up is a template.
• Once the person replies, the agent can chat freely — for 24 hours from their latest message. Every new message from them restarts the 24 hours.
• After 24 hours of silence from them, only a template can reach them again. The agent doesn't message people on its own outside this window; it replies when they write.

Meta also limits how many marketing messages a person receives. When that happens you'll see Throttled by Meta on the campaign: the message wasn't shown, and KonvoLead tries it once more after 48 hours.

Not overwhelming people

• Contact cooldown and the 72-hour conversation hold stop campaigns piling up on the same person. See Contact cooldown.
• Send window, Messages a minute and Daily cap in the campaign form control when and how fast messages go out.
• Leads your team has taken over are skipped by campaigns: a message or call that falls due while the handoff is open isn't sent later.