Acceptable use

This policy applies to everything done through the platform, and to what you do with the data it holds. It forms part of the terms.

Monitor your own team. Using case data, response timings or workload to build a surveillance record of an individual's activity is a breach of this policy, and the product deliberately provides no tooling for it.

Build a profile or character assessment of a customer, or record judgements about individuals that you would not be prepared to disclose to them.

Send unsolicited bulk messages, or contact people who have not contacted you and have no relationship with you.

Handle a category of request you have excluded from automation by working around the exclusion — automatically answering refund or cancellation requests through a general-purpose category, for example.

Attempt to reach another organization's records, or to probe the platform outside the responsible disclosure process.

Record only what you have a lawful basis to hold, and no more of what a customer discloses in passing than you need. People explaining a problem frequently volunteer far more than the situation requires.

Mark sensitive disclosures as sensitive. The controls exist and using them is your responsibility.

You may not attempt to use the assistant to reach data outside your own permissions, or to place instructions in messages, attachments or imported content intended to change how it behaves. That content is treated as data by design, and attempting it is a breach regardless of whether it works.

Where you enable automatic replies, they are sent in your name. Enabling automation for a category and then disclaiming responsibility for what was sent is not a position this policy supports.

We would rather tell you about a problem than suspend an account, because suspending a support system means your customers cannot reach you. Where we can, we will contact you first. Where there is active harm to the people whose data you hold, we may act first and tell you immediately afterwards.