Support

Support.

One inbox, read by the person who built it. Trainset AI Pty Ltd, ABN 24 690 826 610, trading as Dialessa.

Reporting a problem with a call

Almost every question about a specific call is answerable in one reply if the first message includes these, and needs three or four messages if it does not:

• the campaign name
• the time of the call, with the timezone, or roughly the time and the date
• the prospect's number, or the lead's name if you would rather not send the number
• what you expected to happen, and what happened instead

The call record on your dashboard has the first three on it. If the problem is that a call never happened at all, say which lead and when you expected it, because that is usually a calling window or a Do Not Call wash rather than a fault.

Stopping something quickly

You do not need us for this and you should not wait for us. Pausing a campaign from your dashboard takes effect on every call not yet placed. If you want everything stopped across every campaign at once, email us and say so, and if you cannot reach the dashboard at all, email us and we will stop it at our end.

Questions we are asked most

Does this comply with Australian telemarketing rules?

Every Australian number is washed against the Do Not Call Register before it is dialled, and a number we cannot wash is not dialled. We keep the evidence of each wash for three years. Calls are placed inside the permitted hours for the prospect's own state, public holidays included, and the agent announces at the start of the call who is calling and that the call is recorded.

What none of that does is give you a basis you did not have. Washing removes listed numbers; it does not make a list you had no right to use lawful. Under the Do Not Call Register Act you are the person making the call, which is set out plainly in our terms.

Can I pause a campaign, or stop everything?

Yes, from the dashboard, and a pause applies to every call not yet placed. A call already connected finishes; we do not cut off a live conversation with a prospect. We can also stop a campaign from our side, and we will do that without being asked if a regulator contacts us about an account or if complaint rates reach a level that endangers other customers.

What happens when a prospect asks not to be contacted again?

The agent stops, does not argue, and the number is suppressed permanently across every Dialessa customer rather than only the one who called. That suppression survives your account being closed, because deleting it is how somebody ends up being called a second time. The number a prospect was called from also reaches an opt-out line for at least thirty days after the call.

Where does our data live, and does anything leave Australia?

Prospect data is stored in Sydney. Live call audio is processed by a speech model hosted in the United States, which is a real cross-border disclosure and is why it is stated here, in our privacy policy, and in every customer agreement rather than buried. Nothing else leaves the country.

Can I get our data out, or have it deleted?

Yes to both. You can export at any time, and closing your account deletes your data. Two honest exceptions: our backups retain data for thirty-five days, so that is the real horizon rather than the moment we run the deletion; and a request never to be contacted again is kept permanently, as a one-way hash, for the reason above.

The legal pages

Our privacy policy covers personal information, recordings and cross-border processing. Our terms of service cover what we are responsible for and what you are.

Complaints

Email hello@dialessa.com first. If we do not resolve it, you can complain to the Office of the Australian Information Commissioner at oaic.gov.au about privacy, or to the Australian Communications and Media Authority at acma.gov.au about a call or a message.

Contact

Trainset AI Pty Ltd, ABN 24 690 826 610, trading as Dialessa. Sydney, Australia. hello@dialessa.com.