Recording and automated-communications laws vary by state, recipient, message type, technology, and relationship. A default script is a product control, not a legal conclusion. The business must confirm its deployment with counsel.
1. Identity and transparency
Do not falsely present AI as a specific human. When Field Office answers, the caller should be told that it is an AI assistant acting for the named business. The experience must offer a practical way to request a person, leave a message, or end the call.
2. Recording and transcription
Before recording or transcribing a call, provide a clear notice and obtain consent when required. Use the strictest rule reasonably applicable to a call unless counsel approves another configuration. Keep the disclosure enabled, honor objections, and provide a non-recorded or human alternative where required. Never use hidden recording or surveillance.
“Thanks for calling [Business]. I’m Field Office, the business’s AI assistant. This call may be recorded and transcribed so we can schedule and follow up accurately. By continuing, you consent. You can say ‘person’ at any time.”
3. Calls and texts
The business must have a lawful basis and any required prior consent for artificial-voice calls, prerecorded calls, autodialed calls, and texts. Consent must match the sender and purpose. An existing business relationship does not erase all requirements. Honor consent revocation made by any reasonable method and suppress further messages where required. Support common commands such as STOP for texts and do not condition service on marketing consent where prohibited.
4. Email
Headers and subject lines must be accurate. Commercial email must identify the sender, include any required advertising and postal-address disclosures, provide a working opt-out, and honor opt-outs within the legally required period. Transactional messages must remain primarily transactional; adding promotion can change their treatment.
5. Collections communications
Only communicate about a verified account through contact information reasonably associated with the responsible person. Do not disclose a balance to coworkers, family, tenants, neighbors, or other third parties. Do not send repeated or inconvenient messages, misrepresent Field Office as a law firm or independent collection agency, threaten arrest or unsupported legal action, or continue an automated sequence after a qualifying dispute or stop request.
6. Approval and escalation
Prices, settlement offers, contract changes, legal threats, lien action, safety diagnoses, refunds, and materially changed appointment promises require authorized human review unless the business has configured a reviewed rule for that exact action. Requests for a person, emergencies, threats, disputes, vulnerable callers, uncertainty, and system failures must escalate.
7. Customer configuration
The business must accurately identify itself, its hours, service area, licenses, emergency limits, pricing permissions, escalation contacts, and communication purposes. It must preserve consent and opt-out evidence and periodically audit transcripts, templates, and automation rules.