Responsible use
Acceptable use
Rules for lawful, responsible and secure use of Engage AI, connected channels and automation.
- Version
- acceptable-use-2026-10-09
- Effective date
- 9 October 2026
Read this document together with the related policies and any approved customer order form.
Use the service lawfully
Do not use Engage AI to break the law, facilitate illegal activity, violate sanctions or trade controls, infringe intellectual property, invade privacy or interfere with another person's legal rights.
Do not use the service for deceptive, fraudulent, abusive, harassing, hateful or discriminatory conduct, or to impersonate a person or organization without authorization.
Respect communication choices
Only contact people where the customer has an appropriate legal basis and any required consent. Clearly identify the responsible business, use approved templates where required and honor opt-outs, do-not-contact requests, quiet hours and frequency limits.
Do not send spam, purchased-list outreach, misleading promotions, phishing, credential requests or content designed to evade provider review or user choice.
Do not create or distribute harmful content
Do not generate, store or distribute content that exploits children, promotes violence or self-harm, facilitates trafficking or abuse, exposes private information, or provides instructions intended to cause physical, digital or financial harm.
Do not use the service to create malware, steal credentials, bypass safety controls, coordinate attacks or conceal the origin of prohibited activity.
Keep humans accountable for sensitive decisions
Review sensitive workflows, maintain accurate approved knowledge and use human handover when judgement is required. Do not present generated output as verified professional legal, medical, financial or emergency advice.
Do not use Engage AI as the sole basis for decisions about employment, credit, insurance, housing, education, healthcare, legal rights or access to essential services without an approved lawful process, meaningful human review and appropriate safeguards.
Protect personal and confidential information
Do not upload, request or expose personal, confidential or regulated information unless the customer is authorized to process it and has configured appropriate controls. Minimize data and avoid asking customers to send passwords, authentication codes or full payment card details in a conversation.
Do not attempt to discover another tenant's data, reconstruct redacted information or combine exported data in a way that violates law, contract or a person's reasonable expectations.
Do not misuse or disrupt the platform
Do not probe, scan, reverse engineer, overload, scrape or interfere with Engage AI except where applicable law expressly permits and prior written authorization is not required. Do not bypass authentication, rate limits, plan limits, capability controls or usage measurement.
Do not share access outside the subscribing organization, resell the service without approval, automate unauthorized account creation or use compromised credentials, provider accounts or payment methods.
Follow connected-provider rules
Customers must comply with the terms, commerce policies, template rules, consent requirements and technical limits of connected providers. A provider's acceptance of a message or account does not prove that the customer's use is lawful.
Do not use Engage AI to circumvent a provider suspension, messaging restriction, identity check, business verification or safety measure.
Enforcement and cooperation
We may investigate suspected violations and restrict content, automation, integrations or account access where reasonably necessary to prevent harm, protect another tenant, comply with law or preserve the service. Serious or repeated violations may result in suspension or termination under the Terms of Service.
Where practical and lawful, we will provide notice and an opportunity to remedy the issue. We may preserve relevant evidence and cooperate with providers or authorities when legally required.