Acceptable Use

This policy is part of our Terms of Service. It applies to you, to anyone you give access to your ChatBoss account, and to everything sent through it — whether the agent wrote it or one of your staff did.

It exists for a practical reason, not a legal one. ChatBoss reaches your customers through WhatsApp, Instagram and Messenger, and those platforms enforce against the app as a whole. One business sending spam can get every other ChatBoss customer’s messaging cut off. That is why the rules below are firm, and why we act on them quickly.

When someone asks to stop hearing from you — in any wording, in English, Urdu or Roman Urdu — that is an opt-out. ChatBoss recognises it and stops, and you must not send them promotional messages again from any other number or channel.

You may still reply to them if they message you again later. An opt-out ends your marketing, not your ability to answer a question they asked.

• ·Do not remove, disable or work around the opt-out handling;
• ·Do not re-add someone who opted out by re-importing a list;
• ·Do not move an opted-out contact to a different number to keep messaging them;
• ·Do not make someone ask twice.

WhatsApp, Instagram and Messenger each publish their own business and messaging policies. Using ChatBoss does not put you outside them — it makes you subject to them, and you agree to follow them as they stand at the time you send.

The parts that catch businesses out most often:

• ·There is a limited window after a customer’s last message during which you can reply freely. Outside it, only the platform’s approved message types are allowed, and ChatBoss will hold anything else back rather than send it and get you flagged.
• ·Message templates and categories are approved by the platform, not by us. Sending a marketing message dressed as a service notification is a policy breach, and it is detected.
• ·Volume and quality are scored. Blocks and reports from recipients lower your rating, and a low rating throttles your sending — that is the platform’s own mechanism, and we cannot lift it for you.
• ·Some content the platforms restrict for everyone, regardless of consent.

If a platform suspends or restricts your business account, that is between you and the platform. We will help you understand what happened and what we saw, but we cannot reverse it.

ChatBoss answers in your business’s voice, and that is the point. But if a customer asks directly whether they are speaking to a person, the agent tells them the truth, and you must not configure it to do otherwise.

You may give the agent a name and a personality. You may not give it a fabricated identity — a named employee who does not exist, a qualification it does not hold, or a claim to be somewhere it is not.

This is a platform requirement as well as ours. Automated messaging that hides that it is automated breaches policy on every channel ChatBoss supports.

ChatBoss answers from the material you give it. It is not a doctor, a lawyer, a pharmacist or a financial adviser, and it must not be set up to act as one.

A clinic may use it to explain services, quote prices and book appointments. It must not be used to diagnose a complaint, recommend a prescription medicine, adjust a dose, or tell someone their symptoms are nothing to worry about. The same line applies to legal, immigration, tax and investment questions: describing what you offer is fine, advising on someone’s situation is not.

Where a question needs a qualified human, the agent must hand over to one — and you must have one available to take it.

You may not use ChatBoss to send or solicit:

• ·Anything unlawful in Pakistan, or in the country the recipient is in;
• ·Sexual content, or anything involving minors in a sexual or exploitative way;
• ·Threats, harassment, intimidation, or messages targeting someone for their religion, sect, ethnicity, gender or origin;
• ·Fraud in any form — fake shipping notices, prize and lottery claims, or impersonation of a bank, courier, government office or another business;
• ·Requests for passwords, OTPs, full card numbers or CNIC copies used to defraud;
• ·Prescription medicines, controlled substances, weapons, counterfeit goods, or products whose sale requires a licence you do not hold;
• ·Gambling, betting, unlicensed lending, investment schemes promising returns, chain schemes and multi-level recruitment;
• ·Political campaign messaging to people who did not ask for it;
• ·Malware, phishing links, or anything designed to compromise a device or an account.

You also may not resell or expose ChatBoss as your own messaging service to third parties without a written agreement with us, attempt to extract the underlying models or prompts, probe or attack the service, or use it to build a competing product.

You are responsible for everything sent from your account, including by staff you gave access to and by anyone using credentials you shared. Give each person their own login, remove them when they leave, and tell us promptly if you think an account has been compromised.

Connect only Facebook Pages, Instagram accounts and WhatsApp numbers that belong to your business, or that you have written permission to manage.

Ordinarily we will tell you what we have seen and give you a chance to fix it. That is what happens in most cases, and most cases end there.

Where a breach puts other customers’ messaging at risk, we will suspend sending first and discuss it afterwards. Platform enforcement lands on ChatBoss as a whole, so waiting out a warning period while a bought list goes out would take every other business on the platform down with it. Suspension in that situation is not a penalty aimed at you; it is the only way to contain it.

Depending on what happened, we may restrict a feature, suspend sending, suspend the account, or terminate the agreement. We may terminate immediately and without a warning period for fraud, for sexual content involving minors, or for conduct that gets ChatBoss restricted by a platform.

If we terminate for a breach, you keep your right to export your data. Refunds in that situation are governed by the Terms of Service.

If you have received a message from a business using ChatBoss that breaks these rules — spam you never consented to, a scam, harassment — tell us. You do not need an account with us to report it, and we would much rather hear it from you than from the platform.

Send us the business’s name, the number or account the message came from, and a screenshot if you have one. We investigate every report, and we will tell you the outcome.

Report abuse

data-officer@chatboss.pk

Operated by

Northbound Technologies