Opt-outs

A shopper can say no on any call: "Don't call me again", "Stop calling", or the same in their language. RowCall honours it at once, across every flow in your org.

What happens

1. The assistant confirms, then ends the call

   "Understood, we won't call you again about your orders. Goodbye." It does not argue or try to keep the shopper on the line.

2. The number is added to your org's opt-out list

   From that moment, every run for that number in your org is refused with the reason CONTACT_OPTED_OUT.

3. Your systems are told

   RowCall sends an optout.received webhook event so your store stops sending runs for that contact.

Scope

An opt-out covers every flow in the org where it was given. If you are a platform with many merchants, each merchant is a separate org, so an opt-out for one store doesn't stop calls from another store.

RowCall's rule: don't ask a shopper who opted out for consent again for at least 90 days.

Other ways in

• Opt-out list upload. Upload a CSV of numbers that must never be called, such as your own do-not-call list.
• By hand. Add or remove a number in Settings → Opt-outs. Removing one needs a new consent from the shopper, and is recorded in the audit log.
• By API. Partners can add numbers to a merchant's opt-out list.

Your part

• Stop sending runs for contacts after an optout.received event.
• Don't ask for consent again for at least 90 days.
• If the shopper also wants their data removed, follow Recordings and data.

Next stepCalling hours

When RowCall may call.