> ## Documentation Index
> Fetch the complete documentation index at: https://docs.atllasx.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Script content policy

> What hyzl refuses in a call script, and how to appeal a refusal.

hyzl screens every outbound call script for fraud. The screen reads three fields: the agent
instructions, the first message, and the voicemail message.

The screen runs when you save a script, when you launch a campaign, and before a call dials.

The policy judges what your script text tells the caller to say and do. It does not judge your
industry, your tone, or your vertical.

<Note>
  hyzl has no human review queue, so no script waits for a person to read it. The
  screen also does not catch everything. A script that passes is still yours to
  answer for under the law.
</Note>

## Principles a script must meet

Each principle stands on its own. One failure is enough, however professional the script reads.

* **Be honest about the offer.** Say what the caller sells. Do not invent a debt, a prize, a
  refund, or a benefit that the contact does not hold.
* **Keep the money recoverable.** Do not ask for money or account access in a form the contact
  cannot reverse or recover. Gift cards, cryptocurrency, and remote access to a device are three
  examples, not the full set.
* **Claim no government authority.** Do not present the caller as a government agency, a court, or
  a law-enforcement body.
* **Make no threat.** Do not threaten arrest, deportation, prosecution, or the loss of a license, a
  visa, or a benefit.
* **Promise only what you can deliver.** You may describe real results that your business can
  substantiate. You may not guarantee an outcome for the person on the call.
* **Ask for no secret.** Do not collect a Social Security number, an online password, or a one-time
  code.
* **Treat the contact with respect.** Harassment, hate, and sexual content aimed at the contact all
  fail this policy.

## Scripts hyzl refuses

These examples show a failure of each principle. They are illustrations, not the full set.

* "You won a \$5,000 prize. Pay the \$99 release fee in gift cards today."
* "This is the Internal Revenue Service. Pay the balance now, or a warrant follows."
* "Your loan is approved. Wire the deposit today to hold the rate."
* "Read me the code we just sent to your phone."
* "We guarantee we will cut your debt in half."
* "Install this app so I can log in to your account for you."

## What hyzl allows

Merchants ask about these most, because a normal business needs them. All of them pass:

* **A persona.** Give the agent a name, a job title, a department, and a seniority level.
* **Your own company.** The script may name the company the caller works for.
* **A follow-up on an earlier inquiry.** "You asked about our service last week" passes.
* **An ordinary upfront price.** A retainer, a consultation fee, a setup fee, a subscription, a
  starter kit, or a deposit.
* **Real consequences in debt collection.** Collections, credit reporting, late fees,
  repossession, eviction, service disconnection, and the creditor's own legal action.
* **Results your business can substantiate.** Describe what your service does for real customers.
* **Your answer to "are you an AI".** You decide how the agent answers. This screen does not judge
  that choice.
* **Insurance sales**, including final expense, Medicare supplement, and Medicare Advantage plans.
* **Win-back, renewal, and failed-payment calls** about a subscription the contact holds.
* **Appointment setting, lead qualification, surveys, business-to-business prospecting, and
  recruiting.**
* **A blunt, urgent, or pushy tone.** Pressure is not fraud.

## Impersonation of an organization

hyzl refuses a script that claims to be an organization the caller does not represent. This covers
a government body and a commercial brand alike.

Naming an organization is not a claim to be it. "I can help you compare your Medicare options"
passes. "Never say you are calling from Medicare" also passes, because the script forbids the
claim rather than making it.

<Warning>
  Do not treat a pass as proof that a claim is lawful. hyzl cannot read your
  account records, so it cannot confirm who employs your caller. You carry the
  legal risk for every claim your script makes.
</Warning>

## The policy changes

This policy and the screen behind it change over time. A script that passes today is no guarantee
of a pass later. Write the script you can defend, not the one that clears the screen this week.

## What happens when hyzl refuses a script

hyzl rejects the save, the launch, or the call, and shows you the reason. The message names the
policy category that the script broke. Your campaign keeps the content it had before the edit, so
nothing half-changed reaches your contacts.

Rewrite the script and save again. hyzl screens the new text on that save.

## Appeal a refusal

A refusal on a lawful script is possible, and you can appeal it. Send the campaign name and the
message hyzl showed you to [info@atllas.com](mailto:info@atllas.com).