Support
Support.
One inbox, read by the person who built it. Trainset AI Pty Ltd, ABN 24 690 826 610, trading as Dialessa.
Email hello@dialessa.com. Replies within one business day, Sydney time. There is no queue and no ticket number: it goes to a person.
If something is actively going wrong on a live campaign, say so in the subject line and it jumps the rest.
Before you write, status.dialessa.com says whether the problem is ours and already known. If it is, we are on it and you do not need to tell us.
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 lead's number, or their 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 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?
Dialessa calls two kinds of lead. A new enquiry that reaches us through your lead source, such as your website form or a Google Ads lead form, is called within 90 days of the enquiry, even if the number is on the Do Not Call Register, because the Do Not Call Register Act allows calls made with the person’s consent, and the enquiry is kept as the record of it. A list you upload, such as past leads from your CRM, is never called on consent: it must be washed against the Do Not Call Register before you upload it, with every listed number taken off, and uploaded with the register’s washed file and wash receipt. Dialessa stops calling it 25 days after the wash, inside the 30 days a wash covers, until you upload a fresh one. Calls are placed inside the permitted hours for the lead’s own state, public holidays included, and the agent says at the start of the call that it is an AI, who it is calling for and why, and tells the person how to opt out. Calls to your leads are not recorded. Texts and emails never go to a list you upload.
What none of that does is give you consent you did not have. Connect a lead source only to a form people fill in to hear from you, and put a CAPTCHA on it: a listed number called about an enquiry the person never made is a breach. Under the Do Not Call Register Act you are taken to have caused every call made for you, 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 lead. 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 lead 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 lead 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?
Lead data is stored in Sydney. Some of it leaves Australia in the course of a call, and because each of these is a real cross-border disclosure, they are stated here, in our privacy policy, and in every customer agreement rather than buried. During a call, the audio and the details the agent needs for it are processed by a speech model hosted in the United States. Calls and texts go through Twilio, our telephony carrier, which keeps a record of each one in the United States, including the numbers and the time. And once you connect Cal.com, each booking made on a call sends Cal.com, in the United States, the person’s name, the time and a one-line summary of the call.
Can I get our data out, or have it deleted?
Yes to both. Email hello@dialessa.com and we will send you an 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, with the number or address and the reason given (on a call, the words the person used), as explained 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.