Handling Opt-Outs When AI Calls or Texts

When someone tells your AI agent "stop calling me," replies STOP to a text, or asks to be removed in any other clear way, that's a revocation of consent under the TCPA. You must stop the covered calls and texts within a reasonable time, currently capped at 10 business days. For automated systems, the opt-out should take effect immediately.

The rules on how people can opt out were updated in 2024 and are being revised again in 2026. Here's what applies now and how to set up an AI agent to handle opt-outs correctly. General information only, not legal advice.

The current revocation rules

The FCC's 2024 order, effective April 11, 2025, set out these requirements for calls and texts that need consent:

Requirement	What it means
Any reasonable means	People can revoke consent in any reasonable way, not only the method you prefer
Standard keywords	Replies of "stop," "quit," "end," "revoke," "opt out," "cancel" or "unsubscribe" are treated as revocation
10 business days	Honor the request within a reasonable time, no more than 10 business days
One confirmation text	You may send one confirmation within five minutes, with no marketing
Ambiguous replies	If a reply isn't a standard keyword, you can send one text asking for clarification

One piece of that order, the "revoke all" provision that would make an opt-out from one type of message apply to all unrelated messages, was delayed. In September 2026 the FCC circulated revisions that would let callers designate one exclusive opt-out method if clearly disclosed, limit some informational opt-outs to the category of message, and keep a telemarketing opt-out applying to all telemarketing. The revised rules take effect 30 days after Federal Register publication. Check the current status before relying on them.

Opt-outs on voice calls

On a live AI call, people rarely say "I revoke consent." They say:

• "Take me off your list."
• "Don't call me again."
• "I'm not interested, stop calling."
• "How did you get this number? Don't call here."

Your agent's instructions need to treat all of these as opt-outs. Example:

If the person asks not to be called, to be removed, or says
they don't want calls from us: say "Understood, I'll make sure
we don't call you again. Have a good day." Do not try to change
their mind. Note "opt-out requested" in the message to the team.
End the call.

Then someone on your team adds the number to your do-not-call list the same day. If your system doesn't add verbal opt-outs automatically, assign an owner and check daily.

"I'm not interested" alone is ambiguous. It might mean "not today." Instruct the agent to ask once: "Would you like us to stop calling this number?" and respect the answer.

Opt-outs by text

Texts follow carrier rules on top of the TCPA. The CTIA Messaging Principles and Best Practices expect businesses to honor STOP and similar keywords. Practical setup:

• Standard keywords automatically block future texts to that number.
• Your AI texting agent never replies to a STOP message with anything other than an allowed confirmation.
• A free-text request ("please stop texting me") is caught and handled the same way.
• Re-subscribing requires the person to text START or a similar keyword.

See consent for AI text messages.

Opt-outs through other channels

People also opt out by email, by web form, in person, or by telling a staff member on a later call. Under the current "any reasonable means" rule, these count. Give your team one place to record them:

Channel	Who records it	Where it goes
AI call	Reviewer of AI call summaries	Do-not-call list
Text keyword	Automatic	Opt-out list
Email	Whoever reads the inbox	Do-not-call list
In person or staff call	The staff member	Do-not-call list

What an opt-out covers

Today, treat a clear opt-out as broadly as possible: no more AI calls, no more marketing texts, no more automated calls on the topic. Transactional messages the person still needs, like a reply to a question they ask afterward, are generally fine because they initiated the new conversation.

If the September 2026 revisions take effect, businesses that send several categories of informational messages (for example, appointment reminders and billing notices) may be able to limit an opt-out to the category it was made in. Telemarketing opt-outs will still stop all telemarketing.

Example exchanges

Clear opt-out on an outbound reminder call:

Agent: "Hi Sam, this is Mia, an AI assistant calling from Northside Physical Therapy about your appointment Thursday at 10." Person: "Please stop calling this number." Agent: "Understood. I'll make sure we don't call you again. Have a good day."

The agent doesn't argue, doesn't ask why, and doesn't try to confirm the appointment first.

Ambiguous response:

Person: "I'm not interested." Agent: "No problem. Would you like us to stop calling this number?" Person: "No, it's fine, I just don't need it right now." Agent: "Got it. Thanks for your time."

One clarifying question, then respect the answer either way.

Opt-out on an inbound call: a customer calls about a bill and says "and stop sending me those promo calls." The agent should acknowledge it ("I'll pass that on so you're taken off promotional calls"), finish helping with the bill, and flag the opt-out in its message to the team.

Keeping opt-out records

Each opt-out record should show the number, the date and time, the channel, what the person said or texted, and the date it was applied. Keep these records as long as you keep consent records; together they show a call was allowed when it was made. If an opt-out is later reversed (the person texts START or signs a new consent form), record that as a new event rather than deleting the old one.

Testing your opt-out handling

Before you launch AI outbound calls, test:

1. Call your own phone with the AI agent and say "take me off your list." Does the agent stop, confirm and end the call?
2. Does the summary or message show the opt-out clearly?
3. Text STOP to your business number. Are further texts blocked?
4. Try "please don't text me anymore." Is it caught?
5. After an opt-out, try placing an AI call to the number. Is it blocked?

Repeat the test when you change instructions. See testing an AI receptionist before launch.

How Callata handles opt-outs

Callata automatically adds a number to your account's opt-out list when someone texts STOP, STOPALL, UNSUBSCRIBE, CANCEL, END, QUIT, REVOKE or OPTOUT, and removes it if they text START, UNSTOP or YES. Those keyword messages are never answered by an AI texting agent. Outbound AI calls are blocked to numbers on the opt-out list. When someone asks an AI agent on a call not to be contacted, the request shows up in the call's transcript and summary; make reviewing those part of your routine so verbal opt-outs reach your list.

Callata Office is $99 a month with five users included; AI minutes are $0.25 each. Start with Callata.