Outbound calls
Calls to your customers, not to strangers.
Pocket's bots make and take calls on your own number. They are built for the calls a business already makes every day: calling an enquiry back, confirming a booking, reminding about a payment, following up on a ticket. They are not a telemarketing tool, and the product is shaped so they cannot become one.
What the calls are for
The calls you already make, made on time.
Every one of these is a conversation the other person expects, because they started it, bought something, or booked something. That is the only kind of call a bot in Pocket places.
Enquiry callbacks
Someone filled your form, messaged your number or clicked your ad. The bot calls them back within minutes, answers questions from your knowledge, and books the next step.
Confirmations and reminders
Tomorrow's appointments, today's deliveries, a class that moved, a report that is ready. Short calls with one purpose, and a WhatsApp to confirm.
Payments and renewals
A polite reminder before the due date, a call after it, never more than once a day, and the running total on your finance board.
Support and follow-ups
A callback for the ticket nobody could take, a check-in a week after the job, a survey after the visit. Logged on the customer, in their words.
What they never do
No promotion. No cold lists.
A personal or business phone number is not a channel for advertising, in India by regulation and in most countries by law. Pocket does not help with it, and our terms do not allow it.
Calling people who have never dealt with you, from any list, bought or built.
Advertising a product or an offer to someone who did not ask about it.
Calling numbers on a do-not-call or DND register, or anyone who has said stop.
Dialling at volume from a personal number to make it look like many people are calling.
Built into the product
The rules live in the dialer, not in a policy page.
A list in Pocket is a list of your own customers and enquiries, and the engine works it the way a careful office would.
Calling hours
Each list has a window and a time zone. Outside it nothing dials, however many phones are ready.
A do-not-call list
Numbers on it are skipped by every bot on the team. “Don't call me again” on a call puts the number there.
Capped retries
No answer, busy and voicemail are retried a set number of times at a set spacing, then the lead goes back to a person.
Every call on the record
Outcome, talk time, transcript and the next step, filed on the lead the moment the call ends. Nothing happens off the books.
Your number, your phone
On Pocket Link the call goes out from your own SIM, from a phone in your office. The calling pattern is a business calling its customers, because that is what it is.
A person one tap away
The bot hands over when someone asks for a human, is upset, or asks for something outside its brief. You can listen in and take over from the call screen.
The rules in India
What TRAI asks of anyone who calls.
TRAI's Telecom Commercial Communications Customer Preference Regulations (TCCCPR, 2018, amended since) separate three kinds of call. Promotional calls carry an offer or an advertisement; they may only be made by a registered telemarketer, from a 140-series number, to people who have given consent and are not on the DND register. Service and transactional calls carry information about something the person already has or asked for, and are moving to the 1600 series for registered businesses.
An ordinary ten-digit number, personal or business, must not be used for telemarketing. Operators act on complaints against unregistered senders, and the usual outcome is the number being disconnected and the subscriber barred from new connections for a period. A phone that calls people who did not ask to hear from it is a phone you will lose.
Pocket is built for the service side of that line: a business calling its own customers about their own enquiries, bookings, orders and payments, from its own number, at a human pace. If what you need is a promotional campaign, that is a registered telemarketer's job on a 140 number, and we are not the tool for it.
Outside India the same shape holds under the TCPA in the United States, PECR in the United Kingdom and the ePrivacy rules in the EU: consent for marketing, honoured opt-outs, and calls about an existing relationship treated differently from cold ones. This page describes how Pocket works; it is not legal advice, and you are responsible for how you use your numbers. See the terms.
Put the callbacks on a bot.
Install the app, make one bot, and give it the enquiries that came in today. It calls from your number and files every call on the lead.