Fast calls.
Fair rules.
Enquiry handling, quote follow-up and customer reactivation use an AI assistant to call and text your customers. Here is the rulebook it follows, for every client, on every call.
We only call people who asked.
Enquiry handling calls people who enquired through your website form. A notice beside the send button says you may call, text or email them about their enquiry, and sending the form is the consent. We keep the wording they saw, the time and the page. The form tells them which number will call, and a text naming it comes first. Customer reactivation contacts only past customers who gave consent or who you are working with now.
Calls say they’re an AI by default.
By default each call opens by saying it is an AI assistant, naming your business and the reason for the call, giving a recording notice and offering a way to reach a person. You can turn the AI announcement off, as on other calling platforms: the call still names your business, the reason, the recording notice and how to reach a person, never claims to be a person, and says it is an AI whenever asked. If someone does not want to be recorded, the call ends and that recording is deleted.
Calls keep to allowed hours.
Calls follow the hours in the Telemarketing Standard: 9am to 8pm on weekdays and 9am to 5pm on Saturdays, never on Sundays or national public holidays, in the customer’s local time. Follow-ups and reactivation also skip public holidays in the customer’s state or territory. An enquiry that arrives outside those hours is called at the next allowed time.
The Do Not Call Register is checked.
Reactivation call lists are checked against the Do Not Call Register every 30 days. No payment links are sent on any call: the assistant books the next step and you take payment your usual way.
One opt-out stops everything.
A customer who opts out by call, text or email stops hearing from us on every channel, straight away. Texts come from an Australian mobile number with caller ID on, so customers can reply.
No advice, and care with health.
The assistant books and gathers facts; it never gives clinical, credit or legal advice and hands those questions to a licensed person. For clinics, calls and replies never confirm that someone is a patient.
Your customers’ details stay yours.
Customer details stay in your CRM. Recordings are deleted after 90 days by default, our providers may not train on your data, and offshore contractors never handle recordings or customer details. Every add-on client signs a data processing agreement before anything goes live.
Records are kept for checks.
Consent records, call logs and transcripts are kept ready in case the Australian Communications and Media Authority (ACMA) asks for them.
Enquiry handling calls every new enquiry within 2 minutes in allowed hours. The guarantee, prices and minimum terms are in our Terms; how we handle the details you send us is in our privacy policy.
This page describes our own rules. It is general information, not legal advice. Questions? Email hello@arello.com.au.