AI communications
Consent & transparency guide for intelligent voice systems
This page is informational and not legal advice. It describes practical patterns to keep automated outreach transparent, respectful, and compliant when using real-time transcription, large language models, and natural speech to conduct human-quality conversations and take action.
Overview
Core principles
Be explicit that an AI assistant is speaking. Match consent strength to channel and purpose. Offer a fast human path. Provide easy opt-out everywhere. Keep an auditable consent record. Separate transactional and promotional content.
Clear disclosure
Introduce the agent as an AI assistant from your company at the start of the interaction. Keep the statement short and natural.
Right tier of consent
Automated voice is strictest; promotional content requires stronger consent than informational updates. Text/email are lower friction but still need opt-in.
Human handoff
Always provide an immediate way to reach a person (e.g., say “human” or press 0). In chat/SMS, display a clear handoff option.
Opt-out hygiene
Support STOP for SMS, unsubscribe in email, and a spoken/keypress stop in voice. Confirm opt-outs right away.
Content separation
Do not mix offers into transactional notices. If a message includes promotion, treat it as marketing and use higher consent.
Audit trail
Store consent text/version, timestamp, IP, method, and opt-out events. Be able to retrieve a user’s record on request.
Direction
Inbound and outbound intelligence
These are not IVRs. Agents use live transcription and LLMs to parse speech, reason about intent, and act in real time with natural two-way conversation and sub-second turn-taking.
Inbound: Caller initiates. The agent listens, understands context, and executes tasks (scheduling, CRM updates, lookups) while speaking naturally. It escalates when human input adds value, not by necessity.
Outbound: Agent initiates. It adapts mid-conversation, follows consent and frequency rules, and completes follow-ups (texts, emails, records) without breaking flow.
Natural two-way speech
Handles interruptions, back-channel cues, and timing like a human. Latency tuned for fluid dialogue.
Real-time reasoning
Every turn passes through transcription → LLM reasoning → action planner to decide the next best move.
Connected actions
Update CRMs, book meetings, send SMS, trigger workflows during or immediately after the call.
Context & memory
Recall prior interactions and preferences to personalize each conversation across sessions.
Ethical defaults
Transparent disclosure, logged consent, respectful cadence, and fast human access.
Unified experience
Inbound and outbound share the same knowledge and rules so users get continuity across channels.
Channels
Voice, SMS, email, chat
Choose the lightest channel that fits the goal. Voice automation needs the strongest consent; SMS and email are lower friction but still require clear opt-in and easy opt-out.
Voice (strict)
Identify automation and brand early, offer human path, provide stop option, and keep scripts purpose-specific.
SMS (pragmatic)
Brand in first line, concise copy, STOP/HELP keywords, and sensible quiet hours for your audience.
Email (clear)
Transparent subject, recognizable sender, visible unsubscribe. Split transactional from marketing streams.
Chat (contextual)
Ask for consent inline, show exactly what users will receive, and link to preferences to refine choices.
Cadence
Define default limits per channel (e.g., one promo SMS/week; transactional as needed). Display cadence in preferences.
Accessibility
Use clear language and appropriate pacing. Offer alternatives on request and respect language preferences.
Consent
Low-friction capture patterns
Keep the ask short and visible. Use unchecked checkboxes, confirmations where helpful, and a preferences page so users can adjust later.
Signup checkbox
“I agree to receive automated or AI-assisted calls, SMS, and emails from [Company]. Message frequency may vary. Reply STOP to opt out.”
Double opt-in (SMS)
[Company]: Reply YES to confirm texts about your account and updates. Msg & data rates may apply. Reply STOP to unsubscribe.Email confirm
Send a link the user clicks to confirm outreach. Log the click with timestamp and the consent text/version.
In-widget prompt
Before starting chat, show a one-line disclosure and capture an explicit Yes. Link to full terms for details.
Phone consent
If provided during a human call, record the statement and follow up with written confirmation.
Transactional vs promo
Keep streams separate. If any promotional content is included, treat as marketing and use higher consent.
Snippets
Language you can adapt
Short, readable phrases increase comprehension and reduce friction. Adjust tone to fit your brand voice.
Voice intro
“Hi, this is the automated assistant for [Company]. I’m calling about [reason]. Say ‘human’ or press 0 to talk to a person.”
Consent clause (TOS)
“By providing your phone number and agreeing to the Terms, you consent to receive automated or AI-assisted calls, prerecorded messages, SMS, and emails from [Company] for account updates and offers. Consent is not a condition of purchase. Opt out anytime by replying STOP or contacting support.”
SMS opt-in
[Company]: Reply YES to confirm you want texts about your account and updates. Msg & data rates may apply. Reply STOP to unsubscribe.Email confirm
“Confirm your communication preferences with [Company]: [link]. You can update or opt out anytime.”
Opt-out confirm
[Company]: You are unsubscribed and will no longer receive messages. To rejoin later, update preferences at [link].Human handoff
“Need a person? Say ‘human’ or press 0 and we’ll connect you right away.”
Records
Audit & data hygiene
Keep consent logs secure and searchable. Test unsubscribe and handoff flows regularly. Remove contacts that bounce, complain, or opt out.
What to store
User identifier, contact method, exact consent text or terms version, timestamp, IP, user agent, consent method, and opt-out events.
Verification
Be able to export a single user’s consent history on request. Redact nonessential data before sharing internally.
Security
Restrict access, encrypt where feasible, and monitor for spikes or unusual outreach patterns.
Review cadence
Schedule periodic reviews of templates, logs, and opt-out handling. Update language as regulations or practices evolve.
Team playbook
Document who can send what, to whom, how often, and through which channels. Train teams on consent and opt-outs.
Escalation
Provide a clear route for complaints or confusion and prioritize fast human intervention when needed.
Closing
Transparency builds better conversations
Clear disclosures, simple choices, easy opt-outs, and reliable records make automation work for everyone. Keep it honest, useful, and human-centric.