Compliance Dispositions and Statuses

Krew's platform is built with compliance at its core. Compliance dispositions and escalation statuses help determine how consumers should be handled and whether outbound engagement should continue, be rerouted, or be suppressed.

Understanding the difference between these two categories is important, because they do not behave the same way in the platform.

Compliance Dispositions

Krew supports 9 primary compliance dispositions:

• Do Not Call

• Do Not Text

• Call Attorney

• Cease & Desist

• Bankruptcy

• Disputed

• Do Not Email

• Deceased

• Refuse to Pay

These dispositions are detected during consumer conversations with AI and are then updated accordingly in the platform.

What Happens When a Compliance Disposition Is Active

When any of the compliance dispositions above are active, the consumer will not be contacted through outbound engagement.

These dispositions function as contact suppression controls and are intended to prevent further outreach when a compliance-related restriction has been identified.

Escalation Statuses

In addition to compliance dispositions, Krew also supports 3 escalation statuses:

• Escalation Required

• High PTP Required

• On Payment Plan

These statuses are used to indicate whether a consumer may require live-agent involvement or whether they are currently associated with a payment-related workflow, such as an active payment plan.

Escalation Statuses Do Not Block Contact

Unlike compliance dispositions, escalation statuses do not automatically prevent outbound communication.

A consumer may be marked as requiring escalation, identified as high propensity to pay, or placed on a payment plan while still remaining eligible for continued engagement.

This is intentional. For example:

• A consumer who is on a payment plan but experiencing hardship may still benefit from follow-up communication, such as outreach that provides access to support options or relevant resources.

• A high propensity to pay consumer may benefit from continued or even increased engagement.

How to Suppress Contact for Escalation Statuses

If you want to stop outbound communication for consumers with one of these escalation statuses, you should explicitly configure your workflows to do so.

This typically means routing those accounts into the appropriate workflow path and adding logic that blocks outbound engagement.

AI Detection and Operational Review

Compliance dispositions are identified during AI conversations and updated automatically when detected. Because automated classification may not be perfect in every case, we recommend validating your workflow design and ensuring your team has a process for reviewing edge cases, exceptions, or unexpected outcomes.

This is especially important for accounts where compliance treatment has legal or regulatory implications.

Current Limitations

At this time, custom dispositions are not yet supported. Custom dispositions are on the roadmap and are expected to become available in Q2 2026.

Best Practices

• Treat AI categorization as assistive, not exhaustive

• Maintain appropriate review processes for communications that have operational, legal, or compliance significance

• Validate workflow design to ensure contact suppression works as intended

• Do not rely on escalation status alone to block outreach

• Configure explicit suppression logic in workflows when contact should be stopped

Summary

Compliance dispositions and escalation statuses serve different purposes in Krew:

• Compliance dispositions are contact suppression controls and prevent outbound engagement

• Escalation statuses are workflow signals and do not automatically block outreach

If you need outreach to stop, make sure your workflows are configured to suppress contact explicitly rather than relying on escalation status alone.