Acceptable Use Policy

This Acceptable Use Policy ("AUP") governs the use of all ShoutDial services, including Cloud PBX, WebConnect, AI features, and related APIs. By using our services, you agree to this AUP. Violations may result in immediate suspension or termination without refund.

Prohibited Activities

Fraud and Illegal Activity

• Fraud, identity theft, phishing, or financial crime
• Illegal telemarketing, including calls or messages to numbers on Do Not Call registries without proper consent
• Caller ID spoofing or transmitting misleading caller identification in violation of the Truth in Caller ID Act
• Violating any applicable federal, state, local, or international laws, including TCPA, FCC regulations, CAN-SPAM, and state telecommunications laws
• Using the Services to facilitate or conceal illegal activity of any kind

Spam and Unsolicited Communications

• Unsolicited bulk SMS, MMS, or fax transmissions
• Robocalling or auto-dialing consumers without explicit prior consent
• Violating A2P 10DLC registration requirements or carrier messaging guidelines
• Using WebConnect widgets or shareable links for unsolicited outreach or mass communication campaigns

Harassment and Harmful Content

• Harassment, threats, abuse, or intimidation of any person
• Transmitting content that is defamatory, obscene, or promotes violence
• Stalking, surveillance, or monitoring individuals without their knowledge and consent
• Using AI transcription or translation features to secretly record or transcribe conversations without required consent

Recording and Consent Violations

• Recording calls without complying with applicable consent laws. Many jurisdictions require all-party consent before recording. You are solely responsible for understanding and complying with the recording laws in your jurisdiction and the jurisdictions of the people you communicate with.
• Enabling AI transcription or translation on calls without informing the other parties that AI is processing the conversation
• Using shareable LIVE transcript links to distribute conversation content without the consent of all parties to the conversation

AI Feature Misuse

• Using AI transcription or translation output as certified or official translations for legal, medical, immigration, or regulatory proceedings where certified human translation is required
• Representing AI-generated translations as human translations
• Attempting to reverse-engineer, extract, or replicate the AI models or services used by ShoutDial
• Deliberately feeding harmful, illegal, or abusive content through AI features
• Using AI features to generate content that violates any law or third-party rights
• Configuring AI Agents with system prompts that instruct the AI to deceive callers, impersonate real individuals, or misrepresent the nature of the conversation (e.g., pretending to be a human when it is an AI)
• Using AI Agent tools to make unauthorized API calls to third-party services, or configuring tools that perform destructive actions (e.g., deleting data, making purchases) without appropriate safeguards and user confirmation
• Using AI Agents to conduct automated telemarketing, survey calls, or mass outreach campaigns
• Using voice cloning (ephemeral or stored) to impersonate individuals, create misleading content, or for any purpose beyond powering your AI agent and providing translated speech on calls
• Bypassing the voice clone consent dialog or capturing voice samples without the caller's explicit consent
• Storing caller voice profiles without the caller's explicit opt-in consent, or retaining stored voice profiles after a caller requests deletion
• Using BYO API keys obtained fraudulently or in violation of the API provider's terms of service

System Abuse

• Attempting to gain unauthorized access to any ShoutDial system, network, account, or data
• Interfering with or disrupting the Services or infrastructure
• Reselling, sublicensing, or sharing ShoutDial services without prior written authorization
• Generating artificial or inflated usage to exploit plan limits, free trials, or AI minute allocations
• Using automated tools to create accounts, bypass usage limits, or abuse promotional offers
• Loading the WebConnect widget on websites you do not own or have authorization to modify
• Modifying, decompiling, or tampering with the WebConnect widget script or any ShoutDial client-side code
• Creating multiple trial accounts to circumvent trial limits, using disposable email addresses, or using VPNs/proxies to bypass geographic or IP-based rate limits
• Abusing the PSTN callback feature to generate unsolicited outbound calls or to use ShoutDial as a relay for robocalling
• Manipulating visitor tracking data or injecting false tracking events
• Sharing or exposing screen content of other call participants without their knowledge and consent

WebConnect-Specific Rules

If you use WebConnect:

• You must own or have legal authority over the website where the widget is installed
• Your website must have a privacy policy that discloses the widget's data collection practices (see our Privacy Policy, Section 1)
• You must not use the widget on websites that promote illegal activity, hate speech, or adult content
• You must not use the widget to collect visitor information for purposes unrelated to the call (e.g., scraping IP addresses for marketing databases)
• If video calling is enabled, you must disclose to visitors that their camera feed may be transmitted to the call recipient
• If screen sharing is available, you must not use it to capture sensitive information displayed on a visitor's screen without their informed consent
• If the "Let us call you" (PSTN callback) feature is enabled, you must not use collected phone numbers for purposes beyond the requested callback, including adding them to marketing lists without separate consent
• If visitor tracking is enabled, your website's privacy policy must disclose that page view data and browsing behavior may be collected to provide contextual call assistance
• If voice cloning is enabled (ephemeral or saved profiles), you must ensure the consent dialog is displayed to visitors before any voice data is captured. Do not modify the widget to bypass or suppress this consent flow.

AI Agent-Specific Rules

If you use AI Agents:

• You are responsible for the content of your AI Agent's system prompt, greeting, and any configured tools. The AI Agent acts on your behalf — its statements may be attributed to your business.
• Configure your AI Agent to identify itself as an AI when asked. Do not instruct the AI to deny being artificial.
• Ensure your AI Agent's escalation path is configured so callers can reach a human when needed. Deliberately blocking escalation or trapping callers in AI loops is prohibited.
• Review your AI Agent's conversation logs periodically. You are responsible for correcting any issues with AI behavior, including inaccurate information, inappropriate responses, or unauthorized commitments.
• If your AI Agent uses external tools (API integrations), ensure those integrations are secure, authorized, and comply with the third-party service's terms of use.
• Do not configure AI Agents to collect sensitive personal information (SSN, credit card numbers, health information) unless you have appropriate compliance controls in place.

Account Responsibility

You are responsible for all activity conducted through your account, whether performed by you, your employees, contractors, or anyone you have granted access. This includes activity on sub-accounts, extensions, and WebConnect agents associated with your account.

Reporting Violations

Report abuse or violations to abuse@shoutdial.com. Include as much detail as possible (dates, phone numbers, descriptions). We investigate all reports and respond within 5 business days.

Enforcement

We may take any of the following actions in response to a violation:

• Warning: notification of the violation with a deadline to correct
• Suspension: temporary restriction of some or all services pending investigation or resolution
• Termination: permanent account closure with no refund
• Reporting: referral to law enforcement for serious or criminal violations

The severity and history of violations determine the response. Serious violations (fraud, harassment, illegal activity) result in immediate termination without warning.

Changes to This Policy

We may update this AUP at any time. Continued use of the Services after changes are posted constitutes acceptance.

Contact

Questions about this policy: legal@shoutdial.com