TCPA Compliance Guide

Comprehensive guide to Telephone Consumer Protection Act (TCPA) compliance in LeadConduit. Learn regulations, implementation strategies, and best practices to protect your business.

📍 You Are Here

You need to ensure your lead generation and communication practices comply with TCPA regulations. This guide explains the requirements and shows how to implement compliant processes in LeadConduit.

🎯 What You'll Learn

TCPA requirements and penalties
Consent collection best practices
DNC list management
Time zone restrictions
Record keeping requirements
Compliance automation

⚖️ Understanding TCPA

What is TCPA?

The Telephone Consumer Protection Act regulates:

Automated Calls: Robocalls and autodialed calls
Text Messages: SMS marketing and notifications
Fax Communications: Commercial faxes
Do Not Call: National and internal DNC lists

Key Requirements

Prior Express Written Consent
- Clear disclosure of intent to call/text
- Specific consent language
- Signature (electronic OK)
- Cannot be a condition of purchase
Time Restrictions
- Calls only 8 AM - 9 PM (consumer's time)
- No calls on holidays
- Respect opt-outs immediately
Identification
- Provide company name
- Valid callback number
- Clear opt-out instructions

Penalties

Violations can result in:

Statutory: $500-$1,500 per violation
Class Actions: Millions in damages
Reputation: Brand damage
Operations: Shut down by carriers

Your consent must include:

<div class="consent-language">
  <p>By clicking "Submit" and providing your phone number, you agree to receive 
  marketing calls and texts from [Company Name] and up to [X] partners at the 
  number provided, including by automated means. Consent is not a condition of 
  purchase. Message and data rates may apply. Reply STOP to unsubscribe.</p>
  
  <p>See our <a href="/privacy">Privacy Policy</a> and 
  <a href="/terms">Terms of Service</a>.</p>
</div>

Implementation in LeadConduit

Step 1: Capture Consent Fields

// Required fields
consent_text: "Full consent language displayed"
consent_timestamp: "2024-01-15T10:30:00Z"
consent_method: "website_form"
ip_address: "192.168.1.1"
page_url: "https://example.com/form"

Step 2: Validate Consent

// Acceptance criteria
Rule: consent_timestamp is not blank
Reason: Consent timestamp required

Rule: consent_text contains "automated"
Reason: Must disclose automated calling

Rule: age_confirmed is true
Reason: Must be 18+ for valid consent

Step 3: Store Evidence

// Map to CRM
tcpa_consent_text → Custom_Consent_Text__c
tcpa_consent_date → Consent_Date__c
tcpa_consent_ip → Consent_IP__c
tcpa_consent_page → Consent_URL__c

📋 DNC List Management

Implementing DNC Checks

Step 1: Add DNC Enhancement

Add Step → Enhancement → DNC.com or TrueCaller
Map phone number field
Configure list types:
- Federal DNC
- State DNC
- Litigator lists
- Internal suppression

Step 2: Configure Filtering

// Filter configuration
Rule: dnc.registered is false
Reason: Number on Do Not Call list

Rule: dnc.litigator is false  
Reason: Known TCPA litigator

Rule: dnc.complainer is false
Reason: Previous complaint filed

Internal Suppression List

Managing Opt-Outs:

// Suppression list setup
List Name: "Internal DNC"
List Type: "Phone Numbers"
Match Field: phone_1

// Add on opt-out
if (lead.opt_out) {
  add_to_suppression_list("Internal DNC", lead.phone)
}

Honoring Suppression:

// Check before delivery
Rule: suppression_list("Internal DNC").contains(phone_1) is false
Reason: Number opted out

🕐 Time Zone Compliance

Automatic Time Zone Detection

Step 1: Add Time Zone Enhancement

Enhancement: Phone Time Zone Lookup
Input: phone_1
Output: timezone, local_time

Step 2: Implement Calling Windows

// Calculate local time
local_hour = getHourInTimezone(lead.timezone)

// Acceptance criteria
Rule: local_hour is greater than or equal to 8
      AND local_hour is less than 21
Reason: Outside calling hours (8 AM - 9 PM)

// Skip weekends if required
Rule: day_of_week is not "Saturday" 
      AND day_of_week is not "Sunday"
Reason: No weekend calling

Holiday Restrictions

// Define holidays
holidays = [
  "2024-01-01", // New Year's
  "2024-07-04", // Independence Day
  "2024-11-28", // Thanksgiving
  "2024-12-25"  // Christmas
]

// Check in acceptance
Rule: current_date not in holidays
Reason: No calling on holidays

📱 SMS/Text Compliance

Additional SMS Requirements

Beyond voice calls, texts need:

Clear opt-in for SMS specifically
Message frequency disclosure
STOP instructions in every message
Carrier compliance

<label>
  <input type="checkbox" name="sms_consent" required>
  I agree to receive up to 4 marketing text messages per month from 
  [Company] at the mobile number provided. Message and data rates may 
  apply. Text STOP to cancel. Text HELP for help.
</label>

SMS Implementation

// Separate SMS consent
Rule: sms_consent is true
Reason: No SMS consent provided

// Track separately
sms_consent → CRM_SMS_Consent__c
sms_consent_date → CRM_SMS_Date__c

// Different retention
sms_retention_days: 1825  // 5 years

Handling Opt-Outs

Real-Time Processing:

// Webhook from call center
{
  "phone": "5551234567",
  "action": "opt_out",
  "timestamp": "2024-01-15T10:30:00Z",
  "reason": "consumer_request"
}

// Add to suppression immediately
add_to_suppression("DNC", phone)
update_crm_record(phone, {opted_out: true})

Opt-Out Channels:

Phone: "Remove me from your list"
SMS: Reply "STOP"
Email: Unsubscribe link
Web: Preference center

📊 Record Keeping

Required Records

Maintain for 5 years:

Consent records
Opt-out requests
Call/text logs
Suppression list changes
Compliance audits

Implementation

// Audit trail in LeadConduit
event_data: {
  consent_captured: true,
  consent_version: "2.1",
  dnc_checked: true,
  dnc_result: "clean",
  time_zone_checked: true,
  local_time: "14:30",
  opt_out_checked: true
}

// Archive to storage
archive_to_s3({
  bucket: "tcpa-records",
  key: `${year}/${month}/${day}/${lead.id}.json`,
  data: complete_lead_record,
  retention: "5 years"
})

🚨 Red Flags to Avoid

Never Do This

❌ Pre-checked consent boxes

<!-- WRONG -->
<input type="checkbox" name="consent" checked>

<!-- RIGHT -->
<input type="checkbox" name="consent">

❌ Buying aged leads

Consent expires
Cannot transfer consent
Must be directly collected

❌ Ignoring time zones

Always check local time
Never assume Eastern Time
Account for daylight saving

❌ Generic consent language

Must be specific
Name your company
Describe communication types

💡 Best Practices

Clear and Conspicuous

Make consent obvious:

Font size: At least 12pt
Contrast: High readability
Location: Near submit button
Language: Plain English

Track consent versions:

consent_version: "3.1"
consent_text_hash: sha256(consent_text)
consent_updated: "2024-01-15"

// Check version in flow
if (consent_version < current_version) {
  require_reconsent = true
}

Regular Audits

Monthly reviews:

Consent language current
DNC lists updated
Suppression honored
Time zones working
Records archived

🔧 Compliance Automation

Automated Monitoring

Set up alerts:

// Alert on high-risk patterns
if (dnc_hit_rate > 0.05) {
  alert("High DNC hit rate: Check source quality")
}

if (consent_age > 90_days) {
  alert("Using aged consent: Verify validity")
}

if (calling_hour_violations > 0) {
  alert("Time zone violation detected")
}

Compliance Dashboard

Track key metrics:

Consent capture rate
DNC hit rate
Opt-out rate
Time zone compliance
Consent age distribution

🎯 Implementation Checklist

Consent Collection:

Clear consent language
Not pre-checked
Timestamp captured
IP address logged
Page URL stored

DNC Management:

Federal DNC checked
State lists checked
Internal suppression
Litigator screening
Real-time updates

Time Restrictions:

Time zone detection
8 AM - 9 PM enforcement
Holiday calendar
Weekend rules

Record Keeping:

5-year retention
Automated archival
Audit trail complete
Retrieval tested

Implementing TrustedForm - Consent verification
Consent Management - Managing consent
DNC Integration - DNC services

⚖️ Compliance Confidence: TCPA compliance isn't optional - it's essential for sustainable business. Implement these practices thoroughly and sleep better knowing you're protected!