Acceptable Use Policy

1. Illegal and harmful activity

You may not use the Services to facilitate, promote, organize or engage in unlawful or materially harmful conduct.

• Violence, terrorism, human trafficking, child sexual exploitation, non-consensual intimate content or credible threats of physical harm.
• Fraud, scams, deceptive impersonation, phishing, money laundering, illegal gambling or the sale of unlawful goods and services.
• Content or conduct that unlawfully discriminates, defames, harasses or infringes another person’s rights.
• Any activity prohibited by sanctions, export controls or other laws applicable to you or the Services.

2. Abuse, exploitation and harassment

Do not use EngageIM to bully, stalk, threaten, exploit or repeatedly target people who do not want contact. You may not publish or distribute private or sensitive information without authorization, coordinate harassment, or encourage self-harm.

You must provide a reasonable way for recipients to stop non-essential communications and honor valid opt-out, blocking and deletion requests promptly.

3. Security and service integrity

You may not compromise or attempt to compromise EngageIM, a connected service or another person’s systems or accounts.

• Accessing accounts, data, systems or networks without authorization, or testing for vulnerabilities without prior written permission.
• Introducing malware, ransomware, harmful code or content designed to disrupt, damage or secretly monitor systems.
• Circumventing authentication, rate limits, access controls, plan limits, safety systems or technical restrictions.
• Reverse engineering except where law expressly permits it, scraping the Services, or using automated means that create unreasonable load.
• Interfering with availability, integrity, monitoring or logs, including denial-of-service attacks and abusive traffic.

4. Spam and messaging practices

You may send messages only when you have a lawful basis and any consent required for the recipient, channel, content and jurisdiction. Purchased, scraped or unlawfully obtained contact lists are prohibited.

Messages must accurately identify the sender, avoid deceptive routing or subject information, follow frequency restrictions, include required disclosures and honor opt-outs. You may not evade channel enforcement by rotating accounts, domains, numbers or identities.

5. Privacy and data rights

You may collect or process personal information through EngageIM only for legitimate, disclosed purposes and with required notices, permissions and safeguards. Do not collect sensitive data that is unnecessary for the interaction or expose personal information to unauthorized users.

You must respond to applicable access, correction, deletion and opt-out rights, apply appropriate retention periods and protect exported data. You may not use tracking, enrichment or profiling in a way that violates law or reasonable user expectations.

6. Content and intellectual property

You may not upload, send or make available content that you do not have the right to use, or that infringes intellectual property, privacy, publicity or other legal rights. Do not remove ownership notices, misrepresent the source of content or use EngageIM marks without permission.

7. Connected platforms and accounts

Connect only accounts that you own or are authorized to manage. You must comply with the terms, commerce policies, developer requirements and messaging rules of each connected platform. Do not use EngageIM to avoid a platform restriction or regain access that a provider has suspended.

You are responsible for consequences caused by unauthorized connections or violations of third-party policies, including channel restrictions, account loss, claims and fees.

8. AI and automation

You must keep meaningful human oversight over AI-assisted replies and automations when mistakes could affect a person’s rights, safety, finances or access to essential services. Do not present generated content as verified fact when it has not been reviewed.

You may not use the Services to generate or distribute malicious code, deceptive synthetic media, impersonation, disinformation intended to cause material harm, or instructions that facilitate wrongdoing. Do not attempt to extract system prompts, model weights, credentials or data belonging to others.

9. Restricted high-risk uses

Unless expressly approved by EngageIM in writing and supported by appropriate legal, security and human-review controls, you may not use the Services as the sole basis for decisions about employment, housing, credit, insurance, education admission, legal services, medical diagnosis or treatment, or eligibility for essential public services.

The Services are not designed for emergency communications, life-support systems, weapons, critical infrastructure control or other environments where failure could reasonably lead to death, serious injury or major physical damage.

10. Fair use of resources

You may not use the Services in a way that imposes unreasonable load, degrades service for others, consumes resources far beyond ordinary usage for your plan, or creates disproportionate support or infrastructure cost. We may apply reasonable technical limits to protect reliability and equitable access.

11. Enforcement

We may investigate suspected violations and review relevant account and technical information consistent with law and our Privacy Policy. Depending on severity, history and risk, we may warn you, remove or restrict content, rate-limit activity, disable an integration, suspend or terminate access, preserve evidence, or report conduct to a platform or authority.

When practical and safe, we will provide notice and an opportunity to remedy or appeal. We may act immediately when needed to protect people, data, the Services or third-party platforms. You are responsible for losses and claims resulting from your violation of this Policy.

12. Reporting concerns

Report suspected abuse or a security concern to [email protected]. Include the relevant workspace or channel, dates, message identifiers and a clear description, but do not email passwords, access tokens or unnecessary sensitive personal information.

13. Changes to this Policy

We may update this Policy as threats, laws, third-party rules and the Services evolve. We will post the revised version and update the date above. Material changes will receive additional notice where appropriate. Continued use after the effective date constitutes acceptance where permitted by law.