Sierra Adds Compliance Console to Horizon Agent Platform

Sierra introduced Compliance Console on October 28, 2026, a set of configurable guardrails and controls built into its Horizon platform that the company says is designed to help AI agents follow the rules that apply to their outreach across channels, use cases, states, and countries.

Sierra said agents have reached a tipping point in the last six months, moving from mostly reactive, one-and-done support conversations to interactions that can last weeks or months. Originating a loan, collecting a late payment, following up on a quote, and renewing an insurance policy all involve proactive outreach, and depending on the job an agent might need to call, text, and email the same customer over days, weeks, or months to complete it.

Every one of those interactions is regulated, and the rules vary by locale, with countries, states, and industries setting their own requirements for who can be contacted, when, how often, and what they must be told, according to Sierra. The company said infractions can lead to fines, legal action, and a loss of customer trust, which it cited as the reason it built the console.

Disclosures, Contact Windows, and Holiday Exclusions

Compliance Console is built into the Horizon platform, and each control can be adjusted to reflect local rules and a company’s own requirements.

On disclosures, Sierra notes that national and state laws can require callers to identify themselves and tell people when a call is being recorded. The console lets a company set what its agent discloses on each channel: how a call opens, how a text explains opting out, or the unsubscribe link in an email.

Contact windows address jurisdiction limits on the hours when a business can call or text a customer. Companies can configure an agent to reach out only during allowed hours based on the recipient’s local time. Sierra states the acceptable contact window in most locales runs from 8AM to 9PM, and that windows can be customized, set differently by day, or split within a single day to match local rules.

Holiday exclusions vary by country and region. Sierra cites Spain’s National Day, France’s Bastille Day, and Australia’s ANZAC Day as examples of days when marketing outreach is legally restricted. Once a customer’s region is chosen, the console can be configured to automatically hold outreach on those days.

Frequency Limits, Opt-Outs, and Dashboards

Some laws cap how often a business can contact the same person. Compliance Console lets companies set frequency limits adapted to their own requirements, including separate limits for marketing and transactional outreach.

Sierra states that all opt-out requests are honored, whether the request is made by texting STOP or communicated over the phone, and that opt-out requests are saved and fully accessible to the company.

Dashboards in Insights show how many outbound calls and messages Compliance Console allowed, deferred, blocked, or held for review, along with opt-outs. Sierra says this gives teams a clear view of how each agent’s outreach follows their settings. The company positions the console as a way to expand an agent to new use cases and countries while respecting customers’ time and the rules where they live.

The Horizon Platform Behind the Console

Sierra announced Horizon on July 16, 2026, describing it as a platform that enables agents to pursue long-horizon goals, such as originating a loan or getting prior authorization for a healthcare procedure. Horizon agents proactively engage with customers over days, weeks, or months, using agentic AI to determine the steps required to close a sale, upgrade a subscription plan, or schedule a test drive, according to the company. Sierra described Horizon as its most significant expansion since its 2024 launch, bringing long-horizon planning and a context engine to Agent OS.

According to Sierra, Agent OS powers phone calls and chats for hundreds of companies, naming Santander, Rocket Mortgage, and Cigna among them, and the company says its customers include almost half of the Fortune 50. One Horizon design partner, a US healthcare provider, uses the platform to schedule referrals from primary care physicians to specialists, a process Sierra says can involve dozens of texts and phone calls with the patient, the specialist, and the referring physician. Under the platform’s pricing model, Sierra says Horizon customers pay for business outcomes delivered rather than tokens.