Defuse Legal

Customer Call Compliance Guide

Plain-language steps for transferring calls to Defuse responsibly.

Effective August 29, 2026 | Version 1.0

Before your first live call

Choose a short, clear supervisor name and tell your team that Defuse is an AI service.
Write specific resolution authority. Use dollar amounts, eligibility conditions, exclusions, and follow-up timing.
Test ordinary calls, angry calls, ambiguous requests, requests for a human, recording objections, and attempts to obtain an unauthorized concession.
Select the shortest practical retention period. Defuse defaults to 90 days.
Limit dashboard access and notification recipients to people who need the information.
Do not use Defuse for emergency, medical, payment-card, debt-collection, child-directed, or consequential-decision calls.

Recommended pre-transfer script

Defuse strongly recommends using this script before every transfer. It tells the caller both who will answer and what will happen to the conversation. It also gives your representative a clear moment to stop if the caller objects.

Your Defuse contract does not make this exact script mandatory because Defuse cannot monitor your representative's side of the transfer. Your business is nevertheless responsible for giving any notice and obtaining any consent required by law. A spoken notice after transfer may not cure a failure to obtain consent before recording begins in every jurisdiction.

What the Defuse supervisor says

The configured opening identifies the supervisor by name, states that the call is being recorded, and states that continuing on the call constitutes agreement to recording. The call is also transcribed and summarized for the customer.

If the caller asks whether the supervisor is AI, a bot, or a real person, the supervisor is designed to answer truthfully. Some jurisdictions or use cases may require an affirmative AI disclosure before the caller asks. Defuse recommends telling the caller before transfer that the supervisor is AI, and your business should obtain legal advice for the states in which it operates.

If the caller objects

Do not argue that recording is mandatory or that the caller has no choice.
End the Defuse interaction promptly if recording cannot be stopped.
Arrange a human callback or another non-Defuse channel if appropriate.
Do not transfer the same caller back to Defuse after the caller has refused recording unless the caller later gives valid consent.
Document the requested human follow-up without adding unnecessary sensitive details.

Write authority rules that can be followed

Use precise rules instead of broad statements. The AI can misinterpret vague or conflicting instructions.

Avoid	Prefer
“Do whatever it takes to keep them happy.”	“May offer a one-time account credit up to $50 for a verified service outage. Never waive termination fees.”
“Send someone quickly.”	“May promise a human response within one business day. Do not promise a specific appointment time.”
“Use your judgment on refunds.”	“May authorize a refund only for duplicate charges up to $100. All other refund requests require human review.”

Defuse describes a resolution; it does not itself post a credit, issue a refund, create a ticket, or dispatch a person unless a specific integration says otherwise. Your team must complete every authorized commitment and any follow-up timing stated in your configuration.

Keep regulated and sensitive data out

Tell representatives not to transfer calls that are likely to involve protected health information, complete card numbers, bank or account credentials, Social Security numbers, passwords, security codes, biometric identifiers, emergency situations, debt collection, or services directed to children.

Insurance businesses may use Defuse for ordinary customer-service de-escalation, but not for eligibility, underwriting, pricing, coverage, claims decisions, benefit determinations, or regulated advice. If a caller unexpectedly states prohibited data, minimize further discussion and delete the call when appropriate.

Handle call records responsibly

Use the 90-day default or a shorter retention period unless you have a documented business reason for longer retention.
Treat “keep indefinitely” as an exceptional choice and review it regularly.
Use single-call deletion when a record is no longer needed or a verified request requires deletion.
Do not copy transcripts into unsecured email, chat, shared drives, or support tickets.
Use the authenticated dashboard link sent by Defuse and limit who receives notifications.
Export records during the 30-day period after cancellation if your business must retain them independently.

Respond to caller privacy requests

Verify the requester using your normal customer-verification process.
Identify the call using the date, approximate time, and caller number.
Determine whether access, correction, deletion, or another right applies and whether an exception permits retention.
If Defuse assistance is needed, contact support@usedefuse.com without sending unnecessary sensitive information.
Keep a record of the request, verification, decision, action, and response date.

Team quick checklist

Caller told the next interaction is with an AI supervisor - recommended.
Caller told the transferred call will be recorded and transcribed - recommended and may be legally required.
No objection to recording or AI interaction.
Call does not involve a prohibited category or emergency.
Resolution authority is current and specific.
A human owner is assigned for promised follow-up.
Dashboard access and retention remain appropriate.

Questions

Contact support@usedefuse.com for product and compliance-process questions. Consult your own attorney for advice about recording, AI disclosure, privacy notices, regulated industries, or state-specific requirements.