DIALWORKS AI QUALIFIED APPOINTMENT STANDARD
Version 1.0 Effective August 31, 2026
This Qualified Appointment Standard (the “Standard”) is incorporated
into the DialWorks AI Terms of Service when a Customer Order includes
Qualified Appointments. Capitalized terms not defined in this Standard
have the meanings given in the Terms of Service or applicable Customer
Order.
1. PURPOSE
This Standard establishes the criteria used to determine when an
appointment generated through DialWorks qualifies as a billable
Qualified Appointment. It also establishes rules for cancellations,
no-shows, reschedules, duplicates, existing relationships, technical
errors, and appointment disputes.
The specific type of appointment, target criteria, campaign purpose, and
any customer-specific qualification requirements may be further defined
in the applicable Customer Order.
2. QUALIFIED APPOINTMENT
A “Qualified Appointment” means a scheduled meeting between Customer or
Customer’s designated representative and a prospect or contact where all
of the following conditions are satisfied:
a. Target Match. The prospect meets the target criteria agreed upon by
Customer and DialWorks for the applicable campaign.
b. Live Engagement. DialWorks has a live conversation with the
prospect. A voicemail, unanswered call, automated response, or
attempted contact alone does not qualify.
c. Relevant Openness. During the conversation, the prospect
demonstrates genuine openness to learning more about or discussing
the applicable opportunity, service, product, relationship, or other
campaign purpose identified in the Customer Order.
d. Knowing Agreement. The prospect knowingly agrees to speak with
Customer or Customer’s designated representative regarding the
applicable campaign purpose.
e. Scheduled Time. A specific date and time for the conversation or
meeting is agreed upon and scheduled.
f. Valid Appointment Information. DialWorks provides Customer with
sufficient contact and appointment information to conduct or
reasonably attempt to conduct the scheduled meeting.
3. APPOINTMENTS THAT DO NOT QUALIFY
An interaction is not a Qualified Appointment solely because a callback,
calendar event, or follow-up activity was created.
An appointment will not qualify when:
a. the prospect merely requests a general callback without
demonstrating meaningful openness to the applicable campaign
purpose;
b. the contacted individual is the wrong person;
c. the prospect does not meet the agreed target or qualification
criteria;
d. the prospect clearly rejects or declines the applicable opportunity,
service, product, relationship, or campaign purpose;
e. the appointment resulted from an obvious AI misunderstanding, system
error, or scheduling error;
f. the appointment is a duplicate of an appointment for the same
prospect and substantially the same opportunity or campaign purpose
for which Customer has already been charged; or
g. the appointment otherwise fails to satisfy the requirements in
Section 2 or any additional qualification requirements expressly
stated in the Customer Order.
4. CANCELLATIONS, NO-SHOWS, AND OUTCOMES
A Qualified Appointment remains billable if, after knowingly agreeing to
the appointment:
a. the prospect later cancels;
b. the prospect fails to attend;
c. the prospect cannot subsequently be reached;
d. Customer fails to conduct or timely follow up on the appointment;
e. the prospect ultimately decides not to proceed with the applicable
opportunity, service, product, transaction, relationship, or other
campaign purpose; or
f. the appointment does not ultimately result in a sale, recruitment,
hire, affiliation, transaction, contract, conversion, revenue, or
other desired business outcome.
DialWorks does not guarantee appointment attendance, conversion, sales,
recruitment, hiring, affiliation, transactions, revenue, profitability,
return on investment, or any other downstream business result.
5. RESCHEDULED APPOINTMENTS
A rescheduled Qualified Appointment with the same prospect for
substantially the same opportunity or campaign purpose will not
constitute an additional billable Qualified Appointment solely because
the date or time changes.
If a previously qualified prospect later engages regarding a materially
separate opportunity, campaign, product, service, or business purpose,
the applicable Customer Order or campaign rules will determine whether a
new appointment is billable.
6. DUPLICATE APPOINTMENTS
Customer will not be charged more than once for duplicate calendar
entries or duplicate appointments arising from the same qualifying
interaction.
DialWorks may reasonably consolidate duplicate records when determining
billing.
7. EXISTING RELATIONSHIPS AND CUSTOMER EXCLUSIONS
Customer is responsible for providing DialWorks, before campaign
outreach, with current internal suppression and exclusion information,
including prospects or contacts Customer does not want DialWorks to
contact because of an existing relationship, active sales, recruiting,
service, or other process, prior opt-out, customer or employee status,
affiliation status, or another Customer-specific reason.
A prospect will not be disqualified from Qualified Appointment status
solely because Customer later identifies a prior or existing
relationship if the prospect was not included in Customer’s applicable
exclusion or suppression information before DialWorks initiated the
qualifying interaction.
Nothing in this Section permits outreach to a person who is otherwise
required to be suppressed under applicable law, the DialWorks Terms of
Service, or DialWorks compliance controls.
8. TECHNICAL OR SCHEDULING ERRORS
An appointment will not be billable if DialWorks determines that it
resulted materially from a DialWorks system error, duplicate-processing
error, scheduling malfunction, or clear AI misunderstanding and did not
otherwise satisfy the Qualified Appointment criteria.
9. APPOINTMENT REVIEW AND CREDITS
Customer may request review of a Qualified Appointment within seven (7)
calendar days after the scheduled appointment date.
The request must identify the appointment and provide a reasonable
explanation of why Customer believes it does not satisfy this Standard
or the applicable Customer Order.
DialWorks may review available call recordings, transcripts, appointment
records, campaign configuration, and related operational records in
determining whether the appointment qualifies.
If DialWorks determines that the appointment did not satisfy the
applicable qualification criteria, DialWorks will issue an appropriate
credit or remove the appointment from applicable billing.
A prospect’s cancellation, no-show, failure to respond after scheduling,
or failure to ultimately convert or produce the desired business outcome
does not, by itself, make an otherwise Qualified Appointment ineligible
for billing.
The seven-day appointment-review period is separate from any invoice or
billing-dispute period stated in the DialWorks Terms of Service.
Appointment qualification must be challenged under this Section;
mathematical, payment-processing, or other invoice errors remain subject
to the billing-dispute provisions of the Terms of Service.
10. CUSTOMER RESPONSIBILITIES
Customer remains responsible for:
a. providing accurate campaign objectives, target criteria,
qualification requirements, and exclusion information;
b. maintaining current calendars and availability;
c. timely responding to and following up with scheduled prospects;
d. conducting sales, recruiting, service, consultation, or other
substantive conversations following the appointment;
e. verifying prospect information when material;
f. making all sales, recruiting, employment, affiliation, licensing,
contractual, financial, transaction, and other human business
decisions; and
g. complying with Customer’s obligations under the DialWorks Terms of
Service and applicable law.
11. RECORDS AND DETERMINATION
DialWorks’ available call recordings, transcripts, system records,
scheduling records, and campaign configuration may be used to determine
whether an appointment satisfies this Standard.
DialWorks will apply this Standard reasonably and in good faith. Where
available records establish that an appointment clearly does not meet
the applicable Qualified Appointment criteria, DialWorks will credit or
exclude the appointment as appropriate.
12. RELATIONSHIP TO CUSTOMER ORDER AND TERMS OF SERVICE
This Standard supplements the DialWorks AI Terms of Service and
applicable Customer Order.
The Customer Order controls customer-specific pricing, included
appointment quantities or capacity, campaign purpose, target criteria,
additional qualification requirements, term, and expressly approved
commercial exceptions.
The DialWorks AI Terms of Service control all other matters unless the
Agreement expressly provides otherwise.
Nothing in this Standard creates a guarantee of appointment volume,
attendance, conversion, sales, recruitment, hiring, affiliation,
transactions, revenue, profitability, return on investment, or any other
business outcome.
DIALWORKS AI, LLC support@dialworks.ai 480-269-7844
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