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PolicyEffective March 15, 2026Updated March 15, 2026Reviewed March 15, 2026

Acceptable Use Policy

Rules governing permitted and prohibited use of CustomerFlows, including messaging, automation, API access, and account abuse prevention.

1. Purpose

This Acceptable Use Policy ("AUP") defines the rules and boundaries for using the CustomerFlows platform, including the website, application, API, AI chatbot, WhatsApp Business integration, and all related services. This policy supplements our Terms of Service and is incorporated by reference into those terms.

By using CustomerFlows, you agree to comply with this policy. Violations may result in account suspension or termination.

2. Permitted Use

CustomerFlows is designed for legitimate business purposes, specifically for home service businesses and contractors to capture, qualify, manage, and convert customer leads. Permitted uses include:

  • Receiving and responding to inbound customer inquiries via WhatsApp
  • Using the AI chatbot to qualify leads with relevant business questions
  • Managing customer relationships and deals through CRM pipelines
  • Tracking marketing attribution to measure advertising performance
  • Sending transactional messages (appointment confirmations, job status updates, invoices)
  • Sending marketing messages to customers who have provided explicit opt-in consent
  • Automating business workflows (follow-ups, review requests, maintenance reminders)
  • Accessing the API to build custom integrations (Scale tier)

3. Prohibited Conduct

You may not use CustomerFlows to:

3.1 Spam and Unsolicited Messaging

  • Send unsolicited bulk messages to contacts who have not opted in to receive communications from your business
  • Send messages to purchased, scraped, or rented contact lists
  • Send messages that violate Meta's WhatsApp Business Policy or WhatsApp Commerce Policy
  • Circumvent WhatsApp's opt-in requirements for marketing messages
  • Use the platform to send chain messages, pyramid scheme promotions, or multi-level marketing solicitations

3.2 Illegal and Harmful Content

  • Promote, facilitate, or engage in any activity that violates applicable federal, state, or local laws
  • Distribute content that is defamatory, obscene, threatening, harassing, or discriminatory
  • Promote violence, terrorism, hatred, or discrimination against any individual or group
  • Distribute or promote illegal substances, weapons, or regulated goods without proper licensing
  • Facilitate fraud, identity theft, phishing, or social engineering attacks
  • Distribute malware, viruses, or any other harmful software

3.3 Deceptive Practices

  • Misrepresent your identity, business, or services in chatbot conversations or messages
  • Impersonate another person, business, or organization
  • Use misleading subject lines, sender names, or message content to deceive recipients
  • Make false claims about your licensing, certifications, insurance, or qualifications
  • Use the platform to collect personal information under false pretenses

3.4 Data Misuse

  • Collect, store, or process personal data in violation of applicable privacy laws (including but not limited to CCPA, CAN-SPAM, TCPA, and state privacy regulations)
  • Share, sell, or rent customer data obtained through CustomerFlows with third parties without proper consent
  • Use customer data for purposes other than the legitimate business relationship for which it was collected
  • Attempt to re-identify anonymized or aggregated data
  • Store sensitive personal data (Social Security numbers, financial account numbers, health records) in custom fields or pipeline notes unless required for a legitimate business purpose and properly secured

3.5 Platform Abuse

  • Attempt to gain unauthorized access to CustomerFlows systems, other users' accounts, or any connected third-party services
  • Reverse engineer, decompile, or disassemble any part of the CustomerFlows platform
  • Use automated tools (bots, scrapers, crawlers) to access the platform in ways not authorized by our API documentation
  • Intentionally overload, disrupt, or degrade the performance of the platform
  • Create multiple accounts to circumvent plan limits, trial restrictions, or enforcement actions
  • Resell, sublicense, or white-label CustomerFlows without written authorization
  • Use the API to build a competing product or service

3.6 AI Chatbot Misuse

  • Configure the AI chatbot to provide medical, legal, or financial advice
  • Configure the AI chatbot to make promises, guarantees, or commitments that your business cannot fulfill
  • Use the AI chatbot to collect sensitive personal information (health data, financial data, government IDs) beyond what is necessary for lead qualification
  • Configure the AI chatbot to impersonate a human without disclosing that the respondent is an automated system
  • Use the AI chatbot to engage in price-fixing, bid-rigging, or other anti-competitive behavior

4. WhatsApp-Specific Rules

Because CustomerFlows integrates with the WhatsApp Business API, your use of WhatsApp through our platform must comply with Meta's policies in addition to this AUP:

4.1 Message Content

  • All template messages must be approved by Meta before use
  • Marketing messages require explicit opt-in consent from the recipient
  • Messages must accurately identify your business name
  • Messages must include opt-out instructions for marketing communications ("Reply STOP to unsubscribe")

4.2 Opt-In Requirements

Before sending marketing messages via WhatsApp, you must obtain consent through one of the following methods:

  • Customer initiates a conversation with your business on WhatsApp
  • Customer provides their phone number on your website or form with a clear disclosure that they may receive WhatsApp messages
  • Customer opts in through a printed or digital sign-up form that specifically mentions WhatsApp communications

Consent must be documented and available for review upon request.

4.3 Opt-Out Handling

  • You must honor opt-out requests immediately
  • When a customer replies "STOP," "UNSUBSCRIBE," or similar opt-out language, you must cease all marketing messages to that number
  • Transactional messages (appointment confirmations for existing bookings, payment receipts for completed transactions) may continue after opt-out, but marketing messages must stop

4.4 Messaging Frequency

  • Do not send more than one marketing message per week to the same contact unless they have explicitly requested more frequent communication
  • Automated follow-up sequences should be spaced reasonably (minimum 24 hours between messages)
  • Respect quiet hours: avoid sending marketing messages between 9 PM and 8 AM in the recipient's local timezone

5. API Use (Scale Tier)

If you access CustomerFlows through the API, the following additional rules apply:

  • Comply with the rate limits documented in the API reference
  • Authenticate all requests with valid API keys
  • Do not share API keys publicly or embed them in client-side code
  • Do not use the API to extract data in bulk for purposes unrelated to your legitimate business use of CustomerFlows
  • Report any security vulnerabilities discovered through API use to [email protected]

6. Reporting Violations

If you believe another CustomerFlows user is violating this policy, please report it to:

  • Email: [email protected]
  • Include: The offending account's business name (if known), a description of the violation, and any supporting evidence (screenshots, message content, phone numbers)

We investigate all reports and take appropriate action, which may include warnings, temporary suspension, or permanent account termination depending on the severity of the violation.

7. Enforcement

7.1 Investigation

We reserve the right to investigate suspected violations of this policy. During an investigation, we may temporarily restrict your account's messaging capabilities or suspend your account entirely.

7.2 Actions We May Take

Depending on the nature and severity of the violation, we may:

  • Issue a warning with a request to correct the behavior
  • Temporarily restrict specific features (e.g., pausing marketing message capability)
  • Temporarily suspend your account
  • Permanently terminate your account
  • Report illegal activity to appropriate law enforcement authorities

7.3 Appeals

If you believe an enforcement action was taken in error, you may appeal by contacting [email protected] within 30 days of the action. Include your account email, a description of the action taken, and your explanation. We will review and respond within 10 business days.

8. Your Responsibilities

As a CustomerFlows user, you are responsible for:

  • Ensuring that all team members with access to your account understand and comply with this policy
  • Maintaining accurate and up-to-date business information in your account settings
  • Obtaining and documenting proper consent before sending marketing messages
  • Responding to customer opt-out requests promptly
  • Securing your account credentials and API keys
  • Notifying us immediately if you suspect unauthorized access to your account
  • Complying with all applicable laws and regulations in your jurisdiction, including consumer protection, advertising, and privacy laws

9. Changes to This Policy

We may update this Acceptable Use Policy from time to time. When we make material changes, we will:

  • Update the "Last Updated" date at the top of this page
  • Notify active account holders via email at least 14 days before the changes take effect
  • Post a summary of changes on our website

Continued use of CustomerFlows after the effective date of changes constitutes acceptance of the updated policy.

10. Contact Us

If you have questions about this Acceptable Use Policy, please contact us:

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