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Capture Verbal Consent for Updated Terms at Scale

You want to: Secure documented consent from customers about updated terms, and do it at volume, without waiting for people to check their email.

Your AI agent can: Call customers, walk them through a short summary, and capture verbal acknowledgment that’s logged for audit or compliance.

Contact Sales
Industry: FinTech/FinServ Healthcare Insurance Legal Services SaaS / Software & Apps Telecom/Utilities
Business Goal: Operational Efficiency
Call Direction: Outbound
Agent Type: Reminder Agent

What can this AI Agent help you achieve?

Ensure regulatory traceability 

Verbal consent is logged and recorded

Reach every customer fast 

No need to wait for email responses

Reduce legal risk 

Create a structured audit trail for opt-in events

Use the agent when:

  • Terms and conditions or privacy policies change
  • Regulatory requirements demand active customer acknowledgment
  • Opt-in or re-consent is time-sensitive (e.g., before billing or feature use)

What you need:

  • A clear summary of the updated terms
  • CRM list of affected customers
  • Internal logic for escalation or non-response

How to set it up:

Trigger it:

  • When [Terms Updated Date] is within [X] days
  • For all users with [Status] = Active and [T&C Acknowledgment] = Incomplete

What it says (Sample dialogue)

“Hi [Customer First Name], I’m calling to inform you that [Company Name] has recently updated our Terms & Conditions. I’ll walk you through a brief summary, and then ask if you accept — is that okay?”

What it does next:

  • If accepted → capture acknowledgment, log timestamp
  • If uncertain → offer to send summary via email/SMS
  • If disagrees or escalates → hand off to [Legal or CX Team]

Setup prompt template

Setup Prompt Template

Objective:

  • Notify customers about the [Updated Terms] and capture verbal acknowledgment for audit/compliance.

Scope:

  • Don’t interpret legal language or answer legal questions.
  • Stay on-script, offer to escalate if needed.

Tone and Style:

  • Calm, respectful, and neutral
  • Professional and concise — like a legal service assistant

Key Phrases to Use:

  • “This is a required update from [Company Name].”
  • “May I record your acknowledgment that you’ve received and accept these terms?”
  • “Would you like me to send a written summary as well?”

Phrases to Avoid:

  • Don’t say “you must agree” or imply forced consent
  • Don’t paraphrase or summarize legal language casually

Required Actions:

  1. Greet with [Customer First Name]
  2. State that [Terms or Policy Name] has been updated
  3. Offer brief summary of changes
  4. Ask if they accept or want the full version
  5. If accepted → log timestamp + store consent tag
  6. If unclear → offer [Follow-Up Action] via [Email/SMS]
  7. If disputed → escalate to [Legal/Retention Team]

Escalation Rules:

  • Accepted = log and close
  • No consent = schedule follow-up or flag
  • Questions/concerns = transfer or tag for legal review

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