What Is the TCPA?

The TCPA (Telephone Consumer Protection Act) is a US federal law from 1991 that restricts telemarketing calls, autodialed calls, pre-recorded or artificial-voice calls and text messages. It sets consent requirements, calling hours and Do Not Call rules, and allows statutory damages of $500 to $1,500 per violating call or text.

How it works in Salesforce

The TCPA affects how outbound teams build and run calling lists. Key points:

• Consent: many autodialed or pre-recorded calls and texts to mobile numbers need the person's prior express consent, and telemarketing calls usually need prior express written consent.
• Calling hours: telemarketing calls are limited to 8 a.m. to 9 p.m. in the recipient's local time.
• Do Not Call: sales calls must respect the National Do Not Call Registry and your own internal DNC list.
• AI voices: in 2024 the FCC ruled that AI-generated voices count as "artificial" voices under the TCPA, so the same consent rules apply.

In Salesforce, teams store consent details on the Lead or Contact, filter lists by consent and Do Not Call, and keep call logs as a record of who was called and when. This article is general information, not legal advice.

Example

Before an outbound campaign, a team filters its Salesforce list to Contacts with recorded consent, removes Do Not Call records and schedules the dialer to run only within local calling hours.

How 360 CTI handles it

360 CTI dials from Salesforce data, so your consent fields, Do Not Call settings and list filters decide who is called, and every call is logged. See the Salesforce Calling Solution.

Related questions

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