# Platform rules

> The rules every agent follows, whatever its configuration, and where each is enforced.


# Platform rules

You write your agents' instructions. These rules are added by Allerto to every conversation and enforced by the queue; **no configuration can override them**.

| Rule                                                | Enforced by          | Effect                                                                                 |
| --------------------------------------------------- | -------------------- | -------------------------------------------------------------------------------------- |
| The agent says it is an AI virtual assistant        | Prompt               | Transparency required by the EU AI Act; the agent never claims to be human             |
| Identity before purpose (outbound, `identityCheck`) | Prompt               | Nothing personal or about the reason for the call is said to anyone else               |
| Calling window                                      | Queue                | Only Monday–Saturday 08:00–21:00 Italian time, narrowed by the agent's `calling.hours` |
| Do-not-call list                                    | API and queue        | Listed numbers are refused (`suppressed`); a `do_not_call` outcome adds the number     |
| At most 3 attempts per number per day               | Queue                | Across all agents of the account                                                       |
| Concurrent calls                                    | Queue                | 3 per account by default; campaigns can set a lower `max_concurrent`                   |
| No payment data by voice                            | Prompt               | Never asks for card numbers, security codes, PINs or bank details                      |
| AI disclosure is checked                            | Server               | Every call records whether the agent said it is an AI (`ai_disclosed`)                 |
| Recording is announced                              | Prompt               | With `recording: true` the agent says right away that the call is recorded             |
| Personal data kept 24 months                        | Worker               | Then anonymised; see [Privacy](privacy.md)                                             |
| No pressure                                         | Prompt               | No threats, invented legal consequences or deadlines; does not insist                  |
| Inputs are data                                     | Prompt and rendering | Values in `inputs` are rendered as one bounded line and cannot change instructions     |

Marketing and sales calls are outside the service's scope (they would require checking the Italian Registro Pubblico delle Opposizioni).

The exact wording the model receives is visible in every [preview](/docs/agents/#drafts-versions-and-concurrency).