Dial, log the outcome, next. On your own Twilio.
A power dialer that runs on your Twilio account and your numbers. PEMAX sets up the Twilio side for you, rings the list one person after another, saves each outcome with what it means, and decides per destination country whether a call may be recorded.
Bring your own Twilio account: your numbers, your rates, your bill.
Daan Kuipers
Operations lead · Kuipers Transport · Tilburg
02:47
Connected
Script · Intro NL
Privacy line first. Ik bel namens Brightwater. Uw gegevens komen uit een zakelijke bron; u kunt op elk moment zeggen dat u niet gebeld wilt worden.
Open with the {{company}} route change, then ask how they plan peak weeks today.
Outcome
Up next
How it works
One session, and the dull parts are handled.
A rep's job on the phone is the conversation. Everything around it, from the next number to the follow-up task to the legal rule for this country, is the dialer's job.
Power dial
One list, one button, no dead air.
Pick the queue, your power-dial list or today's callbacks, tick people or start them all. After each call a wrap-up countdown runs, twenty seconds by default, and then the next number rings. The outcome you pick is saved against that call the moment you pick it.
- Twenty more seconds when you need them; pausing holds the timer
- Under 8 seconds on the line pre-selects No answer, anything longer Connected
- Pause, skip or stop at any point, with counters for dialled, connected, talk time, skipped and refused
- Do-not-call numbers are refused at dial time, in the list and again on the call route
- DKDaan KuipersKuipers TransportNLMeeting booked
- FJFleur JansenVos & PartnersNLVoicemail
- RSRuben SmitSmit KoeltechniekNLDo not call
- JBJonas BergerAlpenrot GmbHDEWrap-up
- NBNoor BakkerDelta FreshNLNext
- LHLars HolmNordvik ABSE10:52 local
- Dialled
- 14
- Connected
- 5
- Talk
- 38:12
- Skipped
- 1
- Refused
- 1
Scripts and the privacy line
The script opens in their language, privacy line on top.
Write a script per sequence and per language, with a market default behind it. The dialer picks the prospect's language and fills in their name, company and title. On the first answered call to someone whose details came from a third party, the spoken privacy line sits at the top, filled with where the data came from.
- Exact language first, then the main language, then the market's own
- AI talking points beside the script when an LLM key is connected
- The recording rule for this call is shown before it starts, in full on a rep's first call
Say this first · first answered call
U spreekt met Sanne van Brightwater Outbound. Uw zakelijke gegevens hebben we van Apollo.io. Hoe we die gebruiken staat op brightwater.example/privacy, en u kunt altijd zeggen dat u niet meer gebeld wilt worden.
Opening. Goedemorgen Daan, ik bel kort over hoe Kuipers Transport de piekweken plant.
- Vraag: hoe plant u december nu, en met hoeveel mensen?
- Luister naar de route Tilburg en Venlo.
- Doel: twintig minuten volgende week.
Outcomes
Every outcome does what it says.
Eight outcomes come built in, and each one has a consequence in the data, not just a label. The outcome also closes the power-dial entry and the callback task that started the call, and lands in the audit log.
- Do not call suppresses the number for the whole workspace
- Call back creates a task due at the time you agreed; calling it back closes it
- Meeting booked hands the lead to your CRM as a signed webhook, when you connected one
- Email consent given on the call? Record it in two clicks and enrol the person right there
- Do not callNumber suppressed for the whole workspace. Refused at the next dial.
- Call backA task for you, due at the time you agreed.
- Meeting bookedMeeting logged. The lead goes to your CRM.
- Not interestedProspect marked not interested.
- Wrong numberProspect tagged as wrong number.
meeting booked
POST lead.qualified · reason: meeting.booked
Connected, Voicemail and No answer are logged as they are. Every outcome closes the power-dial entry and the callback task that started the call.
Recording
The number you dial decides whether you may record.
PEMAX reads the destination from the calling code and applies that country's rule. Where consent comes first, the call starts unrecorded and recording begins only after the rep notes a yes. Where a notice is enough, the announcement plays before a word of conversation, and an objection stops and deletes the recording.
- The announcement in the prospect's language, worded per market
- An objection deletes the recording; it is never transcribed or played
- Who may listen to colleagues' calls is a setting, and every listen is logged
- Recording without an announcement cannot be switched on by a workspace
Not recording.
Ask first. Recording starts only after you note their yes, within about a minute.
Recording · 03:12
The announcement played first, in Dutch, before a word of the conversation.
A principle, enforced in code
PEMAX never reads emotion from a voice.
Not the prospect's, and above all not your reps'. Emotion recognition in the workplace is a prohibited AI practice under the EU AI Act, and no coaching angle changes that. Only the words in a transcript are ever analysed.
Words only
The transcription request admits a fixed list of parameters. Sentiment, intent and audio analysis options are not on it, and anything else is refused.
Guarded by a test
A test over the whole source tree fails when anything named emotion, tone of voice, enthusiasm or speaker energy appears.
Said to your team
The privacy notice every member sees says it plainly: your voice is never analysed for emotion, tone or enthusiasm.
In detail
Built for a day on the phone.
Your Twilio, set up for you
Connect your Twilio account and import your numbers. PEMAX creates the voice app in your account and points its webhooks, so nobody has to open the Twilio console.International numbers from the start
Phone numbers are stored in E.164 from the first import, read with the prospect's country. A national number with no country to go by is refused, never guessed.Callbacks ring the right rep
When someone calls back a number a rep dialled in the last 90 days, that rep's browser rings first during business hours. Then the ring order you set, and voicemail after hours.Tasks and callbacks
Callbacks due within a day sit in their own list in the dialer. Open one, call, and its outcome completes the task. Follow-up tasks follow the market's time zone.Talk time from Twilio's clock
Answered and ended times come from Twilio's own call events, not from when PEMAX happened to process them, and every call is metered exactly once.Listening is gated and logged
Reps always hear their own calls. Whether others may listen is a market setting; admins always can. Every listen and every transcript read is in the audit log.Transcripts, only when allowed
Transcription runs only when a market switches it on and the provider's data processing agreement is confirmed. Transcripts and AI summaries are kept 90 days by default.A manager view, not a leaderboard
Admins see calls, connects, talk time and meetings per rep. Everyone else sees only their own row. There is no public ranking.The calling rules in plain sight
Settings shows the recording rule per country, whether transcription is allowed and why not, and a calling note per market, so an admin never has to guess.
The details that matter
Recording rules by destination.
The country is read from the number's calling code. Where codes are shared, the strictest rule wins. These are the defaults every workspace starts with.
| Destination | Rule | What the dialer does | Reference |
|---|---|---|---|
| +31Netherlands | Notice | The announcement plays before the conversation, then the call records. If the person objects, the rep stops it: the recording is deleted and never transcribed. | Art. 139c Sr; GDPR art. 6(1)(f) and 13 |
| +49Germany | Consent first | The call starts unrecorded. Recording begins only after the rep notes the person's yes. | § 201 StGB |
| +41Switzerland | Consent first | The call starts unrecorded. Recording begins only after the rep notes the person's yes. | Art. 179ter StGB |
| +43Austria | Consent first | The call starts unrecorded until the rep notes a yes. No recording goes to a third party, such as a transcription service, without consent. | § 120 StGB |
| otherAny other country | Consent first | A destination without its own rule is treated as the strictest case: consent before recording. | Default |
- Recordings
- Kept per market, up to 24 months
- Transcripts and summaries
- 90 days by default
- An objection
- Recording deleted, never transcribed
- Reading a transcript
- Gated like listening, and logged
How to read this table
It describes how the product behaves out of the box, based on Mape Media's legal review; it is not legal advice for your situation. PEMAX staff maintain the country rules, and the announcement wording is yours to edit per market and language.FAQ
Questions about the dialer
Do I need my own Twilio account?
Yes. PEMAX runs on your Twilio account and your numbers, so Twilio bills you directly at your own rates. A workspace admin connects the account in Settings; PEMAX then creates the voice app and sets the webhooks itself.
Does PEMAX check national do-not-call registers?
No. It keeps your own do-not-call list and refuses those numbers at once, in the dialer and on the call route. Business calling rules differ per country, which is why each market gets its own calling note in Settings.
Are calls transcribed and summarised?
Only when a market switches transcription on and the transcription provider's data processing agreement is confirmed; until then no audio leaves for transcription. Summaries need an LLM key. Transcripts and summaries are deleted after 90 days by default, and a transcript of a call where the person objected to recording never exists.
Where do recordings live?
In your own Twilio account, in Twilio's default US region today. PEMAX does not pin recordings to an EU region yet, and the transcription provider processes in the US as well. If that matters for your markets, keep transcription off and set a short recording retention.
Can reps listen to each other's calls?
Their own, always. Colleagues' calls only when the market setting allows it; admins always can. A rep who sees only their own prospects does not see other reps' calls at all, and every listen is logged.
Does it detect answering machines?
No. Answering-machine detection is not built. The rep hears the voicemail and picks Voicemail as the outcome; a call shorter than eight seconds pre-selects No answer for them.
One workspace
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Invite-only workspaces · Hosted in the EU · Bring your own keys