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Calling people who did not ask to be called is regulated nearly everywhere, and the rules turn on where your contacts are rather than where you are. This page covers the parts that come up in practice and what Brilo does and does not do for you.
This is a plain language guide, not legal advice. The rules vary by country and by state, they change, and the penalties are real. If you are running outbound at any scale, get advice specific to where you are calling.

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The three questions that matter

Before any campaign, answer these:
  1. Do you have permission to contact these people? An existing customer who gave you their number for this purpose is very different from a list you bought.
  2. What hours are you allowed to call? This is set by where the contact is, not where you are.
  3. What happens when somebody says stop? You need an answer that works automatically, not one that depends on somebody remembering.
If you cannot answer all three, do not launch the campaign yet.

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What Brilo does for you

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What is still your responsibility

  • Having consent in the first place. Nothing in the product can tell your own customers from a purchased list.
  • Knowing which rules apply. Different countries and different US states differ, including on whether both parties must consent to recording.
  • Do not call lists. Where you are required to check a registry, that is on you and must happen before the list is imported.
  • Identifying yourself. Most regimes expect a caller to say who is calling. Put it in your agent’s opening line anyway, because it also gets you answered. See Add a call step.
  • Disclosing recording where required. Some places require an announcement or consent. See Recordings, transcripts and retention.
  • Honouring a request to stop, across channels. An email unsubscribe does not cover calls.

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Setting up a campaign that behaves

Concretely, in the product:
1

Leave Skip Silent Hours off

That keeps calls inside 9 AM to 8 PM in the contact’s local time. Turning it on removes the protection entirely, and there is rarely a good reason. See Choose when calls go out.
2

Write an exit condition for stop requests

In Exit Rules, put something like “the person said they are not interested, or asked us not to call again” into Exit on what was said. This is the single most important setting on this page. See Stop calling a contact.
3

Cap the attempts

Set Max call attempts to three. Repeated calling after no answer is what generates complaints, whatever the rules say.
4

Turn on the unsubscribe link

For any campaign with an email step. See Let people unsubscribe.
5

Tell your agent how to handle the request

Instruct it to confirm and end the call politely when somebody asks to be removed, rather than trying once more. See Example instructions.

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Recording and disclosure

Whether you must tell callers a call is recorded depends on where you and they are. Some places require notice, some require consent from everybody on the call, and some require neither. If you need to announce it, put it in your greeting and turn Interrupt Greeting off so it cannot be talked over. See Set your greeting and Recordings, transcripts and retention.

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Should your agent say it is an AI?

You control what it says about itself. Some jurisdictions now require disclosure that a caller is speaking to an automated system, and the direction of travel is towards more of that rather than less. Practically, the agents that go down best do not deny it when asked directly. A caller who suspects they are talking to a machine and gets a dodge becomes hostile. One who gets a straight answer usually carries on with the call.

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Lists you should not import

  • Purchased or rented lists. Almost never have usable consent, and the first thing they do is get your number flagged by carriers, which breaks your inbound calls too.
  • Scraped numbers. Same problem, with worse data quality.
  • Old lists. Consent goes stale, numbers get reassigned, and you end up calling somebody who never heard of you.
  • Lists collected for a different purpose. A number given to confirm a delivery was not given for marketing.
See Import your contact list.

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FAQ

Brilo keeps calls between 9 AM and 8 PM in the contact’s local time unless you turn Skip Silent Hours on. Local rules may be tighter than that, and where they are, set a narrower Calling window.
It depends where you and they are. Some places require notice, some require everyone’s consent, some neither. If you need it, put it in the greeting and turn off Interrupt Greeting so it cannot be skipped.
Some jurisdictions require it and more are moving that way. Regardless of the rules, do not instruct it to deny being automated when asked directly, because that goes badly on real calls.
Automatically, with an exit condition covering “asked us not to call again”, plus an unsubscribe link on emails. A mental note is not a process. See Stop calling a contact.
You can, and you should not. Bought lists rarely carry usable consent, and the practical consequence arrives faster than any legal one: carriers flag your number, which stops your inbound calls working too.
No. Where you are required to screen against a registry, that is your responsibility and it needs to happen before you import the list.