Every outbound campaign reaches some people who are busy, annoyed or angry, and a few who ask never to be called again. How your AI agent handles those moments shapes your brand more than the happy calls do. In real deployments we score these calls separately (hostile, refused, opt-out) and the rules below keep them short, calm and properly recorded.
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Four situations, four responses
| Situation | What the agent does |
|---|---|
| Busy or irritated | Apologise, offer a callback time, end politely |
| Angry about the business | Acknowledge, don't argue, offer a person or callback |
| Asks not to be called | Confirm, apologise, end, record opt-out |
| Abusive | Say you'll end the call, end it, flag for review |
Scripts
Irritated:
Maaf kijiye, aapko pareshan kiya. Kya main aapko kisi aur samay call karoon?
Angry about a problem:
Main samajh sakti hoon. Main aapki baat humari team tak pahuncha deti hoon. Kya woh aapko aaj call kar sakte hain?
Opt-out:
Bilkul, hum aapko is baare mein dobara call nahi karenge. Dhanyavaad.
Abusive:
Main ye call ab samapt kar rahi hoon. Dhanyavaad.
Rules for the prompt
If the caller is angry, stay calm, acknowledge in one sentence and offer a person or callback. Never argue or repeat the offer. If they ask not to be called again, confirm and end the call. If they are abusive, say you will end the call and end it.
Also: never retry a refusal more than once in the same call. See 10 prompt rules from real calls.
Honour opt-outs every time
- Capture opt-out as a field on every call.
- Maintain a do-not-call list from those fields (export to CSV or Google Sheets).
- Remove those numbers before every upload.
- Respect DND preferences for promotional calls; see TRAI and DND rules.
Review the hard calls
Look at hostile and opt-out calls weekly. A spike often means something upstream: the wrong list, the wrong time, or an opening that sounds pushy. See why AI calls fail.
Try it
Create a free account, add the rules above, and call your agent yourself pretending to be irritated, then asking not to be called.