Zenbichat Acceptable Use Policy

This Acceptable Use Policy explains what is allowed and prohibited when using Zenbichat, an AI-powered omnichannel customer communication platform for ecommerce. It applies to all users, business owners, admins, managers, sales agents, support agents, developers, agencies, and third parties who access Zenbichat. This policy covers use of the unified inbox (Facebook Messenger, Instagram DM, WhatsApp Business API, Website Chat), AI Agent / AI Employee, Knowledge Base, Customer CRM, Sales Pipeline, Product Management, Order Management, Courier & Delivery integrations (Pathao, Steadfast, RedX etc.), Automations, Follow-up Engine, Quick Replies & Templates, AI Copilot, Campaigns/Broadcast, Analytics, AI Insights, Team Management, Integrations, APIs, and related services.

You must use Zenbichat responsibly, lawfully, and in a way that protects end-customers, other merchants, platform partners (Meta, WhatsApp), payment and courier partners, and Zenbichat systems.

• Provide accurate business, product, pricing, delivery, refund, and contact information to customers
• Respect customer rights, privacy, consent, and opt-out/unsubscribe/ do-not-contact requests
• Use AI and automation transparently and non-deceptively. Disclose AI involvement where required by law or platform policy
• Comply with applicable laws, consumer protection rules, WhatsApp Business Policy, Facebook Platform Terms, Instagram Terms, and payment/courier restrictions
• Do not misuse, overload, disrupt, reverse engineer, scrape, or attack Zenbichat systems
• Maintain accurate API credentials and secure team access

You may NOT use Zenbichat to:

• Send spam, unsolicited promotional messages, or bulk messages without valid opt-in, especially on WhatsApp Business API and Messenger (violating WhatsApp Business Policy and Meta Platform Policy)
• Send messages outside the WhatsApp 24-hour customer service window without an approved template
• Harass, threaten, intimidate, or abuse customers or other users
• Circumvent opt-out, block, or do-not-contact requests
• Use purchased, scraped, or third-party contact lists without consent
• Send excessive follow-ups that constitute harassment (repeated messages after refusal)

You may not use Zenbichat to sell, promote, automate support for, or facilitate:

• Illegal, counterfeit, stolen, fraudulent, or unauthorized goods or services
• Weapons, explosives, illegal drugs, restricted substances, or hazardous materials
• Products that violate intellectual property, privacy, publicity, consumer, or safety rights
• Scams, fake investment schemes, pyramid schemes, phishing, malware, credential theft
• Hate, harassment, abuse, violence, exploitation, adult exploitation, non-consensual intimate imagery
• Misleading health, medical, financial, legal, safety, performance, or earning claims
• Products or services prohibited by payment providers, courier partners, Meta, WhatsApp, or Zenbichat policies

• False product claims, fake urgency, fake stock, fake discounts, fake reviews, fake testimonials
• Selling products that cannot be delivered or are materially different from listing
• Charging customers without clear pricing, terms, delivery expectations, or refund policy
• Using customer conversation data without permission or for unrelated purposes
• Creating duplicate, spam, or deceptive workspaces to abuse promotions or avoid rules
• Misrepresenting Zenbichat, Meta, WhatsApp, payment or courier partners

AI features must be used responsibly. You are responsible for reviewing AI configuration and outputs.

• Do not train AI on illegal, harmful, hateful, deceptive, infringing, or unsafe content
• Do not impersonate real people, brands, public figures without permission
• Do not create fake endorsements, fake proof, fake reviews, or misleading claims via AI
• Do not upload third-party images, logos, videos you don't have rights to into Knowledge Base
• Do not use AI to misrepresent product quality, size, color, packaging, ingredients, warranty, origin
• Do not use AI to bypass Meta, WhatsApp, advertising, payment, or marketplace policies
• Monitor AI behavior, confidence threshold, and handoff rules regularly

• Automations must not be used for deceptive or harmful workflows
• Do not use WHEN → IF → THEN automations for spam, harassment through automatic tagging, or unfair escalation
• Do not use AI Copilot suggestions without agent review for sensitive issues (refunds, legal, medical)
• Do not attempt to reverse engineer, bypass, or manipulate lead scoring, AI resolution scoring

• Do not upload customer data you are not authorized to process
• Do not sell, leak, misuse, or expose customer conversation data
• Do not share admin credentials or provide unauthorized access to inbox
• Do not attempt to access workspaces, conversations, APIs, or data that do not belong to you
• Do not introduce malware, spyware, bots, scraping tools, credential stuffing, or DoS activity
• Do not use Zenbichat to build competing datasets through unauthorized scraping of conversations

• Broadcasts on WhatsApp must use approved templates and valid opt-in per WhatsApp policy
• Facebook Messenger broadcasts must comply with 24-hour messaging policy and tags
• Do not send deceptive, clickbait, or high-frequency campaigns
• Respect channel rate limits and customer unsubscribe requests immediately

Developers using APIs, webhooks, or integrations (Shopify, WooCommerce, Pathao, Steadfast, RedX, n8n, Zapier) must follow rate limits, authentication rules, and documentation. Zenbichat may limit, throttle, suspend, or revoke API access for abuse, instability, excessive usage, security risk, or third-party platform requirements.

Zenbichat may investigate suspected violations and take action at its discretion, including warnings, content removal, feature limitation, AI block, broadcast restriction, workspace suspension, account termination, data preservation, legal reporting, or cooperation with Meta/WhatsApp and authorities. We may suspend access immediately where there is fraud, security risk, customer harm, legal exposure, or platform partner risk.

If you believe a Zenbichat workspace is violating this policy, contact us with workspace URL, screenshots, conversation IDs, and supporting information at support@zenbichat.com

Zenbichat may update this policy. Continued use after changes means you accept the updated policy.