Outbound calls
Confirmations called on time.Only lawfully.
An AI voice agent for outbound calls automatically rings existing customers for agreed confirmations, reminders and follow-ups, following clear rules: a verified legal basis, disclosure at the start of the call, a simple way to opt out and only within permitted hours. We work exclusively with existing relationships, not with unsolicited calling campaigns.
Routine calls get postponed, and customers forget
Confirmations and reminders are simple, but there are many of them and they are done by hand, usually at the end of the day. Some are skipped, others are made at the wrong time, and keeping track of who was called, what they answered and who asked not to be contacted again is hard.
- Confirmations happen only when someone on the team has time
- No-shows happen partly because the customer did not get a reminder
- There is no clear record of consent and contact refusals
- Call outcomes do not reach the CRM or the calendar
Who it makes sense for
- Businesses with many appointments that need confirming the day before
- Repair shops and suppliers that let customers know their job or order is ready
- Teams that call existing customers about renewals, missing documents or agreed feedback
- Organisations that already have documented consents and contact preferences
What outbound calls the agent can make
- 01
Checking the basis before calling
Calls only contacts with a documented legal basis and automatically excludes people who have refused contact.
- 02
Appointment confirmations
Reminds the person of the date and time, asks for confirmation and records the answer directly in the calendar.
- 03
Reminders and notifications
Announces that an order is ready, that a document is expiring or that a previously agreed piece of information is missing.
- 04
Follow-up on existing relationships
Gets back to a customer who asked to be called or checks whether an earlier request has been resolved.
- 05
Recording opt-outs
If the person no longer wants calls, the refusal is recorded immediately and respected on all future calls.
How it works
How a round of confirmation calls works
The steps marked in yellow are approved by a person.
- Input
- Action
- Human in the loop
- AI
- Result
- 01
Input
Contact list
Existing appointments or requests, from the CRM or calendar.
- 02
Action
Legal filter
Excludes contacts without a basis, opt-outs and non-permitted hours.
- 03
Human in the loop
Approves the round
A responsible person validates the list and the call message.
- 04
AI
Call with disclosure
The agent introduces itself as automated, states the purpose and offers an opt-out.
- 05
Result
Outcome in the CRM
The confirmation, rescheduling or opt-out is recorded automatically.
What information is needed before the first round
- A record of the legal basis for each contact, usually consent or the contractual relationship
- The exclusion list and customers' contact preferences
- The times and days when calls are permitted
- The approved call script: company identification, purpose, disclosure about the automated assistant and recording
- The details of the appointment or request the call refers to
Possible integrations
- HubSpot
- Pipedrive
- Zoho CRM
- Google Calendar
- Microsoft Outlook Calendar
- Twilio
- SIP trunks
- SMS for follow-up confirmations
- Custom CRMs via API
- HubSpot
- Pipedrive
- Zoho CRM
- Google Calendar
- Microsoft Outlook Calendar
- Twilio
- SIP trunks
- SMS for follow-up confirmations
- Custom CRMs via API
Each integration's compatibility is checked during the analysis phase, for the systems and versions you use.
Control and transparency
Where a person decides
- Each campaign type and the call script are approved by a responsible person before launch
- The legal basis for contacting people is set by the company, possibly with a legal adviser, not by the agent
- Complicated rescheduling or complaints are passed to a colleague for a callback
- Reports on opt-outs and complaints are reviewed periodically by the team
Clear rules and operating limits
- We do not make unsolicited sales calls to purchased lists or contacts without a legal basis
- The voice is synthetic, and some people prefer to hang up when they hear an automated assistant; a short, clear message helps
- Voicemail, a weak signal or noise can leave a call without an outcome
- The agent cannot verify on its own whether a consent is legally valid; it relies on the records provided by the company
- Rules on commercial communications can change; scenarios need periodic review
How we measure outbound call results
We agree the indicators together before launch and track them afterwards. The values depend on the process, the data and the volume.
- Calls with a clear outcome
- Confirmed, rescheduled, refused or no answer, counted from the log for each round
- Compliance with contact rules
- Periodic audit: no calls outside permitted hours or to excluded contacts
- Opt-outs respected
- A check that every opt-out appears on the exclusion list before the next round
- Accuracy of calendar data
- A sample of confirmations compared by the team with the call transcript
How we implement automated calls, step by step
- 01
Checking the basis
Together we review which contacts can be called, on what basis, and how consent and opt-outs are recorded.
- 02
The call script
We write the identification and disclosure message, the confirmation questions and the wording of the opt-out.
- 03
Internal test
The agent first calls colleagues on the team with real scenarios, and we adjust the wording and the calendar integration.
- 04
Small rounds, then expansion
We start with one call type and a low volume, monitor opt-outs and results, then expand only what works.
Use cases
The scenarios below are conceptual examples, built to illustrate what is possible. They do not describe implementations delivered by WEB-AZ.
- Dental clinic
Confirming the next day's appointments
Patients who left their number for confirmations receive a short call; those who cannot come are noted for reception to reschedule.
Conceptual example - Car repair shop
“Your car is ready”
A customer whose car is already in the shop is told they can collect it and given the opening hours; questions about the invoice go to the service adviser.
Conceptual example - Insurance company
Reminder for missing documents
Customers with an open file are told which document is missing, without discussing new offers in the same call.
Conceptual example
Frequently asked questions
What are automated confirmation and reminder calls?
They are short calls made by an AI voice agent to customers you already have a relationship with: it confirms an appointment, announces that an order is ready or reminds them of a missing document. The outcome goes into the CRM or the calendar. For new leads who asked to be called, phone lead qualification is the better fit.
On what legal basis can these calls be made?
It depends on the purpose of the call. Confirmations related to a service already requested usually have a different basis from commercial calls, for which the rules are stricter and prior consent is generally required. We recommend checking each scenario with a legal adviser; we build the agent to follow the agreed rules.
How can someone refuse future calls?
On every call, the agent offers a simple way to opt out. The refusal is recorded immediately on the exclusion list and checked before any subsequent round.
What happens if the person says something unexpected?
The agent does not improvise. It notes what the person said, says that a colleague will get back to them and creates a task for the team in the CRM.
Are the calls recorded?
Only if you decide so and have a clear purpose. In that case, the person is informed at the start of the call, and recordings have restricted access and a defined retention period.
Can I use the agent for cold calling?
We do not build unsolicited automated calling campaigns. The agent is designed for existing relationships and for people who have asked or agreed to be contacted.
Can’t find the answer? Write to us and we’ll reply directly.
Want confirmations called on time, with clear rules?
Tell us which routine calls you make today and how you keep track of consent. We start from a lawful, well-defined scenario.
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- Voice lead qualificationThe first qualifying questions asked by phone, right after a lead asks to be contacted, with the record completed for sales.
- AI agent for workflowsRuns multi-step processes that need decisions along the way, where fixed automation stops at the first exception, with human approval at the sensitive points.