Legitimate business calls can sometimes appear as Spam, Spam Likely, or a similar label on a recipient's phone. This can affect answer rates and, in some cases, call delivery.
Carriers and analytics providers use different signals to identify potentially unwanted calls. While you can't completely prevent a spam label, following good calling practices and keeping your business information accurate can help reduce the risk.
Let's go over the basics of the SPAM label and how you can reduced being flagged as a "SPAM likely" caller.
Who can use this
Reduce the Risk of Your Calls Being Flagged as Spam is currently in an Early Adopter Program.
Once released, these recommendations apply to Dialpad Connect, Dialpad Meetings, Dialpad Support and Dialpad Sell users in the US and Canada.
Caller Trust Protection is currently available to Company Admins for eligible US phone numbers.
Why are my calls being flagged as spam?
Carriers and analytics providers look at both your caller identity and calling activity when evaluating calls.
Your number may be more likely to receive a spam label if you:
- Make a high volume of outbound calls with low answer rates.
- Suddenly increase your calling volume.
- Use a recently activated or ported number.
- Receive spam reports from call recipients.
- Have missing or inconsistent caller ID (CNAM) information.
- Haven't registered your number with major analytics providers.
- Frequently change how you use a phone number.
What if my number is still showing as spam?
If you've followed these recommendations and your legitimate business number is still incorrectly labeled as spam, you can request remediation.
You can either:
- Work directly with analytics providers. Register your numbers and submit remediation requests directly to the appropriate provider.
- Use Caller Trust Protection. Company Admins can register eligible US phone numbers, check their reputation, and remediate inaccurate spam labels directly from Number Management.
Note
Removing a spam label doesn't permanently prevent the number from being labelled again. Carriers and analytics providers may reevaluate your number as your calling activity, number usage, or recipient feedback changes.
Reduce the risk of spam labeling
Using consistent calling practices can help establish a better reputation for your business numbers.
Follow responsible calling practices
Call people who expect to hear from your business and maintain accurate, consent-based contact lists.
For the best results:
- Respect opt-out requests.
- Avoid repeatedly calling the same recipient within a short period.
- Call during the appropriate calling hours.
- Avoid calling invalid or unassigned numbers.
- Provide a valid callback number.
- Keep the purpose of your calls consistent.
- Avoid sudden, unusually large increases in call volume.
Use your numbers consistently
Where possible, use dedicated numbers for specific purposes, such as sales, support, or billing.
For newly activated or ported numbers, gradually increase outbound calling volume rather than making a large number of calls immediately. Avoid frequently rotating new numbers or moving numbers between unrelated teams or calling purposes.
Keep your caller identity accurate
Make sure the caller information associated with your numbers accurately represents your business.
Keep your caller name (CNAM) accurate and consistent with your business identity and the purpose of your calls.
Tip
Accurate caller identification (CNAM) and Branded calling can help recipients recognize your business identity and may improve answer rates.
Branded Calling and Caller Trust Protection are separate services and can be used together.
Register your phone numbers
Registering your business numbers can help analytics providers associate your business identity with your outbound numbers.
You can register directly with:
- Hiya for AT&T
- First Orion for T-Mobile
- TNS for Verizon
You can also submit your business information through the Free Caller Registry for participating analytics providers.
Note
Registration can reduce the risk of inaccurate spam labeling, but it doesn't guarantee that your calls won't be flagged.
What is Caller Trust Protection?
Caller Trust Protection helps Company Admins register eligible US phone numbers, check their reputation, and fix incorrect spam labels directly from Number Management.
There are two options to choose from:
- Caller Trust Restore: A one-time service that registers your numbers, checks their reputation, and helps fix incorrect spam labels.
- Caller Trust Guard: Registers your numbers, continuously monitors their reputation, and automatically fixes incorrect spam labels.
How to Enable Caller Trust Protection?
Register your company
Before enabling Caller Trust Protection, a Company Admin must complete company registration and business verification.
Company registration is completed once. After the company is approved, eligible phone numbers can be enrolled in Caller Trust Restore or Caller Trust Guard without repeating the company registration process.
Note
Company verification typically takes 2–4 business days.
To enable Caller Trust Protection, go to Dialpad Admin Settings > Number Management.
- Select My Company > Number Management
- Select a phone number you want to protect
- Select Option > Enable Caller Trust Protection
- If your company hasn't completed registration, complete company registration and business verification.
- After your company is approved, choose Caller Trust Restore or Caller Trust Guard
- Review the pricing information
- Confirm your selection
After enrollment, eligible phone numbers are registered immediately. Initial reputation results are generally available within 8 hours. Larger batches may take longer.
Caller Trust Protection options
Caller Trust Protection offers two options: Caller Trust Restore for a one-time reputation check and remediation, and Caller Trust Guard for ongoing monitoring and automatic remediation.
Note
Neither option guarantees that your number won't be flagged as spam in the future.
Carriers and analytics providers may reassess your number based on calling activity, recipient feedback, or changes in how the number is used.
| Feature | Caller Trust Restore | Caller Trust Guard |
| Best for | New or recently ported numbers that need a one-time reputation check or spam label correction | Businesses with frequent outbound calls that need ongoing reputation monitoring |
| Number Registration | Included | Included |
| Reputation check | One-time | Ongoing |
| Spam label remediation | Included | Included |
| Automatic remediation for future spam labels | Not included | Included |
| Service type | One-time | Ongoing |
| Price | $2 per phone number | $2 per phone number /month |
Initial reputation results for Caller Trust Guard are typically available within 24–48 business hours.
If remediation is needed, it typically takes 3–5 business days for either option.
Frequently asked questions
How can I join this Early Adopter Program?
Reach out to your Customer Success Manager to see if you are a good fit for this EAP.
Do I need to complete company registration for every phone number?
No. You only need to complete company registration and business verification once.
Once your company is approved, you can enroll eligible phone numbers individually in Caller Trust Restore or Caller Trust Guard.
What if my number is labeled as spam again after Caller Trust Restore?
You can use Caller Trust Restore again or switch to Caller Trust Guard for ongoing reputation monitoring and automatic remediation.
Does Caller Trust Protection guarantee that my number won't be labeled as spam?
No. Your number can still be flagged as spam based on calling activity, recipient feedback, and carrier or analytics provider evaluations.
Caller Trust Protection helps identify and correct inaccurate spam labels, but it can't prevent future spam labels.
Is Caller Trust Protection the same as Branded Calling?
No, but they work well together!
Caller Trust Protection helps correct inaccurate spam labels, while Branded Calling displays your verified business name and branding to help recipients recognize your calls.
You can use both services together.
What happens if I disable Caller Trust Guard?
When you disable Caller Trust Guard, ongoing reputation monitoring and automatic remediation stop for that number.
Your Caller Trust Guard license then becomes available to use with another eligible phone number.
I’m on the EAP, how can I share my feedback?
A huge part of the EAP process is getting your feedback on what’s working and what needs more attention before we publicly launch the feature.
To provide feedback to our team, please reach out to our Customer Care team or your Customer Success Manager.
Please note that we may use your responses in marketing promotions for the product launch (don’t worry, we will ask for approval before doing so).