Referral Compliance (Consent, consent, consent!)

Please make sure you have consent from your customers/callers before referring them to another company! It's bad all around when you refer customers to other companies without their permission.

Gathering consent does not have to involve a long drawn-out script. The typical script that companies follow when sending leads is just this:

Here is what the referral submission forms look like on the platform:

This type of consent is called express consent. Since we don’t allow Baton companies to use auto-dialers or robocalls, this is sufficient. You just need to set some sort of expectation with the customer that somebody may reach out to them to help them find the solution they need.

If we wanted to allow Baton companies to use autodialers or robocalls to call on leads, then a higher level of consent, known as Prior Express Written Consent (PEWC), would be necessary. This would involve a longer, more specifically worded script.

When referred customers claim to have not desired or consented to being referred, the lead is not billable or commissionable.

Note that per Baton’s terms, you remain on the hook for any TCPA liability resulting from poor consent-gathering practices for the leads you submit.

If we notice a pattern of sending leads through Baton that never consented to a referral, we will need to pause your ability to refer until we can ensure a compliant process.

Being spammy or a nuisance to customers will hurt your ranking in the Baton network. The primary goal of Baton is to help companies boost their reputations by providing an amazing referral experience. Calling them 10x and texting them repeatedly will result in poor feedback from the customer, and may exceed the bounds of consent that the referral carries.

Baton referrals do not come with PEWC - only express consent. This means NO AUTODIALERS OR ROBO-CALLS ALLOWED. You may still manually outbound to the customer or use one-to-one call triggers.