How the AI agent identifies itself

SolarDialer's agent is an AI voice agent that calls a business's leads for it. This page says what it tells the people it calls, and the rules every call follows. The lines in quotes are the ones the agent says.

It names itself and the company

The agent first asks for the person by name. Once they confirm it's them, it says why it's calling, who it is and who it's calling for, then asks one question. On a roofing call:

"Dana, you'd asked about having your roof looked at. This is Ava with Roofing USA. Are you still looking for help with that?"

The agent's name and the company it names are set by the business for each industry. By default the agent is Ava and the company is the industry's name followed by "USA" ("Roofing USA"). The agent never gives itself a last name and never calls itself a representative.

It says it's a virtual agent whenever asked

If someone asks whether it's a bot, an AI, a real person or a recording, the agent answers yes straight away, without hedging or changing the subject, and offers to get a person on the line:

"Yes, I'm a virtual agent with Roofing USA."

It never claims or implies that it is a person.

A stop request ends the call

Every word the person says is checked against fixed stop phrases ("stop calling", "take me off your list", "don't call me again" and many more), by code rather than by the AI's judgment, and in each language the agent speaks. When one matches, the agent says:

"Understood — I'm removing this number from our list right now, and you won't get another call from us. Sorry for the interruption. Goodbye."

and hangs up. The number goes on the do-not-call list, which is checked before every call from every account, and the lead is closed so its other numbers aren't called either. Abusive callers, and anyone who mentions a lawyer or a lawsuit, are added to the list the same way.

Who hears what the call is about

• Only the person who asked, or their husband, wife or partner, hears what the call is about. Anyone else who answers is asked for the person by name and nothing more.
• On a voicemail or answering machine, the agent hangs up without speaking, unless the business calling has chosen to leave a short message. That message names the business and gives a number to call back, where you can also ask to be taken off its list.
• It never tells anyone they qualify, never quotes a price or a saving, never asks for a Social Security number, date of birth or account numbers, and never gives out a phone number or website it hasn't been given. Questions like these go to the business's own closer.

Calling hours

Before every call, the lead's local time is checked. A call goes out only from 9 am to 8 pm, Monday to Saturday, in the lead's own time zone, unless the lead's state sets tighter hours:

• A state that spans several time zones (15 do) is called only when the hours hold in every one of them.
• No calls on the state's legal holidays, federal ones included.
• Leads outside the US are called within their own country's hours, and not on its public holidays.
• A business can set narrower hours for each campaign; it can never widen these.

Attempt limits

A lead is called at most 3 times, at least 48 hours apart. A callback the person asked for is still made, within the calling hours above.

Recordings

• Every call is recorded and transcribed, so the business can review it and so a stop request can be proven.
• When a call is transferred, the closer hears a short briefing ending in "Recorded line." before the lead joins. On our phone lines, the closer's part of the call is recorded too.
• The agent's default opening doesn't announce the recording. Where the law requires every party's consent to record, the business should add a notice to its opening line; each industry's lines can be edited.

The business's part

The business using SolarDialer decides whom to call and must have the right to call them, as our Terms say. See what a good lead comes with, how data is handled and the Data Processing Addendum.