Do not call and marketing preference
How do we capture a customer's do-not-call request and marketing preferences once and enforce them across every channel and campaign?
Make the preference a setting the campaigns read before they run. Callvu identifies the customer, prefills the preferences already on the account (the channels, the consents on file with their dates, the CPNI marketing choice, the company-specific do-not-call status), presents the choices in plain terms (calls, texts, email, mail, the CPNI opt-out, the autodialed and prerecorded call consent, the third-party sharing), captures the customer's choices with the date and the channel, applies them to the account by rule including the company-specific do-not-call list, honours a request made during a call or a text reply immediately, routes a conflict (a consent on file after an opt-out, a business account with several contacts) to the privacy team in the Decision Desk, and writes the preferences to the BSS, the system of record, and the marketing and dialer systems that must read them before any contact.
In scopeSimpleCallvu moves: prefill, write back
Last updated November 7, 2026.
The problem today
The customer asked an agent not to be called, received a prerecorded upgrade call the next week, and the class action letter named the carrier.
Marketing preferences live in several places: a flag in the CRM, a list the dialer vendor keeps, a consent the sales team collected on a form, a CPNI choice the compliance team records. A customer's request to stop reaches one of them. The campaigns read another. The violation is a robocall to someone who said no, and the statute awards damages per call.
The rules are strict and specific: the national do-not-call registry and the company-specific list with its retention period, the written consent required for autodialed and prerecorded marketing calls and texts, the honouring of an opt-out within a short period, the CPNI opt-out that governs use of the customer's account data for marketing, and the records that prove consent. Each is a data point on the account and a check the campaign must make before it runs.
A preference captured once and read everywhere is the only kind that protects the carrier.
How it runs
From the requestto the system of record.
A customer asks not to be contacted, replies to a marketing message, changes their preferences in the app or the portal, or is asked for a consent at sale. Callvu identifies them and opens the preference record.
- Customer
- Sets the choices in plain terms, or opts out with a word on a call or a text reply.
- Privacy team
- Decides conflicts and business account questions in the Decision Desk.
- Marketing and the dialer
- Read the preferences before any campaign or contact.
- Callvu
- Prefills, presents, captures, applies by rule, routes and writes.
Prefill and present
The preferences on the account are prefilled (each channel's status, the consents on file with their date, wording and source, the CPNI marketing choice, the company-specific do-not-call status and date, the national registry status where checked); the choices are presented in plain terms: marketing calls, autodialed or prerecorded calls and texts (with the consent wording the rule requires), email, mail, the use of the account data for the carrier's marketing (the CPNI opt-out), and sharing with affiliates or partners.
Capture
The customer's choices are captured with the date, the channel and the exact consent or opt-out wording shown; an opt-out spoken on a call or sent as a reply to a text is captured by the agent's one tap or the keyword and applied at once; a consent at sale is captured as a separate, clear and conspicuous agreement with its wording retained.
Decide conflicts
A standard preference applies by rule; a consent on file dated after an opt-out, a business account where several contacts have different wishes, a request from someone other than the account holder, or a number ported in with a prior history goes to the privacy team in the Decision Desk with the record and only the allowed outcomes (apply the most restrictive, apply per contact, verify the requester, or hold contact).
Write back
The preferences are written to the BSS, the system of record, the company-specific do-not-call list and the marketing, dialer and messaging systems, which check them before any campaign or contact; the customer receives the confirmation, and the record of the consent or the opt-out with its wording and date is retained for the period the rules require.
Where it ends: The customer's choices were captured once with the wording and the date, applied by rule to the account and the do-not-call list, and written to every system that contacts customers, so no campaign can call someone who said no. The Decision Trace shows the choices applied and any decision; the Audit Trace shows the capture, the wording shown and each system write with time.
Runtime enforcement
What is enforcedwhile the work runs.
The regulations preloaded in Callvu Studio and the bank's own policies, applied as steps that run, not lines in a binder. A step that breaks a rule does not run, so a completed run was compliant.
The handoff
Between the front doorand the back office.
The front door
The app, the portal, a call (one tap by the agent), a text reply keyword, or the sale flow.
The back office
The privacy team decides only conflicts; marketing and the dialer read the record before every campaign.
The Decision Desk
- A consent after an opt-out, a business account with conflicting contacts, a requester who is not the account holder or a ported-in history goes to the privacy team in the Decision Desk with the record and only apply the most restrictive, apply per contact, verify, or hold contact.
Proof
In scope.Proof at scale, not one process at a time.
The kind of process Callvu runs in production for customers in this industry. Ask for a reference on this exact process. The results below are the industry's published proof; each claim code links to its record on agents.callvu.com.
More than 1,000 processes are live across Callvu customers.
Across Callvu customers
AT&T runs close to 100 processes on Callvu, used by 55,000 agents.
Questions
What buyers ask next,answered plainly.
How fast is an opt-out honoured?
At once on capture, including a word to an agent or a reply to a text; the rule's ten business days is the outer limit, not the target.
What consent is needed for marketing texts and robocalls?
Prior express written consent that is clear and conspicuous and names the seller, captured as a separate agreement with its wording and date retained.
Where do the preferences live?
On the account in the BSS, written to the company do-not-call list and to the dialer, messaging and marketing systems, which check them before any contact.
Related processes
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