Acceptable Use Policy

1. Why this policy exists#

atendIA is a shared platform. A customer who mass-sends messages to people who did not ask for them harms their own number, the reputation of the channels, and, at the limit, the operation of other companies. This policy details section 6 of the Terms of Use, which prevails in case of doubt.

2. Messages: consent, identification, and opt-out#

• Only to people who asked for contact. Messages initiated by your company go only to customers and prospects in your own base, who gave you their number so you could talk to them.
• Using a purchased, rented, scraped, or third-party list is prohibited, and so is generating sequential numbers to "test" who has WhatsApp.
• Say who you are. The message must make clear which company is speaking.
• A real opt-out. Anyone who asks to stop receiving messages stops receiving them, with no insistence and no switching numbers to keep going.
• Groups only with consent. Do not add people to groups unless they have accepted.
• Respect the channel rules. Use of WhatsApp also follows the WhatsApp Business Messaging Policy, and use of Instagram and Messenger follows Meta's rules for those platforms.

3. Prohibited content#

Do not use atendIA to send, store, or offer:

• scams, phishing, fake billing, pyramid schemes, or promises of easy money;
• illegal products or services, or ones sold without the license the law requires;
• sexual content involving minors, in any form;
• hate speech, threats, harassment, stalking, or exposure of third-party data;
• content that violates another person's copyright, trademark, or image rights;
• malicious files or links to them;
• misinformation that could cause harm, including about health and elections.

4. Identity and transparency#

• Do not impersonate another company, a real person, or a public agency.
• Do not configure the artificial intelligence to deny that it is an AI when the customer asks directly. Details in Use of Artificial Intelligence.
• Regulated activities (health, law, finance, insurance, among others) must also follow the rules of the professional council or authority, including on advertising and promises of results.

5. Prohibited technical use#

• Trying to access another company's data, or an account that is not yours.
• Circumventing a technical limit, permission, or billing.
• Deliberately overloading the platform, or using it to attack another system.
• Reverse engineering, copying the interface, or reselling access without a written agreement.
• Sharing a single login among several people. The team is unlimited: each person has their own user, and that is what makes it possible to know who did what.

Found a security flaw? That is not abuse: follow the path in Security and data, section 8.

6. Your customers' personal data#

Ask for and keep only the data needed to serve the customer. Health data, identity documents, and financial data only when the conversation requires them, and never for a purpose different from the one the customer understood when sending them. Your company's obligations as controller are in the Data Processing Agreement, section 6.

7. What happens when the rule is broken#

The response is proportional to the risk, in this order:

1. Warning, stating what was identified and what needs to change.
2. Limitation of the feature involved, for example pausing a sending campaign, until the problem is resolved.
3. Account suspension, immediate when the harm reaches other customers, third parties, or the platform itself, as provided in section 11 of the Terms.
4. Termination, in case of repeat offenses or a serious unlawful act.

You are told the reason and keep the right to export your data. A restriction imposed by WhatsApp itself on a number is its decision, not atendIA's, and is explained in WhatsApp Connection.

8. How to report abuse#

Received an unwanted message from a company that uses atendIA? Write to [email protected] with the number that sent it, the date, and, if you can, a screenshot. We check, forward it to the company responsible for the conversation, and apply section 7 when appropriate. To request the deletion of your data, the path is in Data deletion, section 2.