Acceptable use policy

This policy is part of the Terms of service. It exists because AI phone assistants touch laws that vary by country, and because callers deserve honesty. Breaching it may lead to suspension or termination.

1. Tell people they are talking to an AI

Configure the assistant so that callers are informed they are interacting with an AI system where the law requires it — including Article 50 of the EU AI Act, and state laws in the US — and in any case whenever a caller asks. Do not configure the assistant to claim to be a human or a specific real person.

2. Recording and transcription consent

Calls are transcribed to operate the service; recording audio is optional. You must comply with the consent rules that apply to you and your callers (for example, all-party consent in several US states, and information duties under the GDPR and national telecoms law in the EU). Use the recording announcement and disclosure settings, and do not enable recording where you cannot lawfully do so.

3. Outbound calls and messages

Outbound campaigns and text messages may only go to people who have given the consent required by the laws of their country (for example the TCPA in the US, the ePrivacy rules in the EU, national do-not-call registers). Honour opt-outs immediately: the platform marks contacts who say "stop" or ask not to be called as do-not-call and you must not override this. No robocalling, spam, cold marketing to consumers without consent, or calls outside permitted hours.

4. No emergency services

The assistant must not be presented as a way to reach emergency services and must not be used for life-safety, crisis lines, medical triage decisions or similar. Configure urgent calls to be flagged and your team alerted, and tell callers to hang up and dial their local emergency number in an emergency.

5. Prohibited uses

• Fraud, phishing, social engineering, collecting payment card data or credentials by voice, or impersonating banks, authorities or other organisations.
• Harassment, threats, hate speech, sexual content involving minors, or any unlawful content.
• Discriminatory profiling of callers on protected characteristics, or decisions with legal or similarly significant effects taken solely by the assistant.
• Processing special-category data without a lawful condition, or targeting children.
• Circumventing telephony regulations, caller-ID spoofing, or using numbers you are not entitled to.
• Reverse engineering the service, scraping, probing or overloading it, or sharing credentials.

6. Accuracy and supervision

Give the assistant accurate, current information and review call outcomes. Do not let it quote prices, give medical, legal or financial advice, or make commitments you have not authorised. You remain responsible for what your assistant says.

7. Reporting

Report abuse or a security issue to [email protected]. We may remove content, suspend assistants or numbers, and cooperate with carriers and authorities where required.