https://myphoneflow.com/legal/aup/v1.0/

PhoneFlow Acceptable Use Policy

Version 1.0 · Effective: 2026-09-27 · Last updated: 2026-09-26

Summary (not a substitute for the terms below):

• This policy lists what the Customer and every Customer User may not do with PhoneFlow. It is part of the Agreement.
• No illegal, deceptive or harassing calls or texts, no robocalls or telemarketing without the consent the law requires, and no fake caller ID.
• The AI must never claim to be human or deny being an AI when asked, and you add any AI disclosure the law requires of you. The AI must never give individualized legal, medical or financial advice, or make eligibility decisions about people without human review.
• Do not collect Prohibited Data (health information, card numbers, SSNs, bank numbers, voiceprints). PhoneFlow is not an emergency service.
• No hacking, scraping, credential sharing, duplicate trials, or using PhoneFlow or its Output to build a competing AI product.
• We may investigate, remove content, suspend agents, numbers or accounts, terminate, and report abuse to carriers and law enforcement. Report abuse to [email protected].

1. Scope #

1.1 Who this applies to #

This Acceptable Use Policy ("AUP") applies to the Customer and to every Customer User. "You" means the Customer and each Customer User. The Customer is responsible for every Customer User, and for anyone else the Customer lets use the Services, as if their acts were the Customer's own.

1.2 How it fits with the other documents #

This AUP is part of the Agreement between the Customer and Electric Software LLC, a Michigan limited liability company doing business as PhoneFlow ("PhoneFlow", "we", "us"). Capitalized terms not defined here have the meanings given in the PhoneFlow Master Customer Agreement (https://myphoneflow.com/legal/customer-agreement/) (the "MCA"). Each Customer User also agrees to follow this AUP under the PhoneFlow User Terms (https://myphoneflow.com/legal/user-terms/). Where this AUP conflicts with another part of the Agreement, the order of precedence in the MCA decides.

1.3 Examples, not a complete list #

A use of the same kind as, or creating the same risk as, a use named below also breaches this AUP.

2. Illegal, harmful and deceptive use #

You must not use the Services, or let them be used, to:

1. break any law or regulation, including Communications Laws, privacy and data-protection laws, consumer-protection laws and export-control and sanctions laws, or to help anyone else do so;
2. harass, threaten, stalk, intimidate or abuse anyone, or to promote violence or hatred against people because of a protected characteristic;
3. run a fraud, scam, phishing scheme, pyramid scheme or any other deceptive practice, including false or misleading claims about your business, prices, products or identity;
4. impersonate any person, business, government agency or other organization, or falsely suggest that you are affiliated with or endorsed by one;
5. obtain money, information or access by false pretenses, including collecting passwords, one-time codes or payment details under a false pretext;
6. infringe or misappropriate anyone's intellectual property, privacy or publicity rights, including by loading content into the knowledge base, or pointing the website crawler at a site, that you do not own or have permission to use; or
7. deploy the Services with phone numbers outside the United States and Canada, or direct them at Callers or Widget Visitors outside those countries, unless PhoneFlow has approved that use in writing. A Caller who happens to call from abroad does not put you in breach.

3. Calling, texting and caller ID #

3.1 Consent and telemarketing #

You must not place or send, or cause the Services to place or send:

1. unsolicited calls or texts, including bulk or "blast" campaigns to people who have not agreed to hear from you;
2. calls or texts that use an artificial or prerecorded voice (AI-generated voices count) without the prior consent the TCPA and other Communications Laws require;
3. telemarketing or promotional calls or texts without prior express written consent where the law requires it, or to numbers on the national Do-Not-Call Registry or your own internal do-not-call list unless an exemption applies; or
4. calls or texts outside the hours, or above the frequency, that Communications Laws allow in the recipient's location.

You must honor every opt-out (for example "STOP", "stop calling me", or a keypress) within the time the law requires, and must keep records of the consents you rely on, and give them to us, as Section 6.9 of the PhoneFlow AI & Telephony Service Terms (https://myphoneflow.com/legal/service-terms/) requires.

3.2 Caller ID and identity #

You must not:

1. display a caller ID number or name that is false, misleading or that you are not authorized to use (spoofing), or hide your caller ID to defraud, cause harm or wrongly obtain anything of value;
2. forward to PhoneFlow, or ask us to activate, any phone number you do not own or are not authorized to use; or
3. give us, Twilio or any carrier false or incomplete business information for number registration, messaging registration or identity verification.

3.3 Carrier content rules #

You must not send, or use a PhoneFlow number to promote, content that carriers or Twilio prohibit or restrict. That includes:

1. the forbidden and restricted message categories in Twilio's Messaging Policy; and
2. content about sex, hate, alcohol, firearms or tobacco (the "SHAFT" categories), cannabis, or other content that carriers limit, unless PhoneFlow and the carrier have approved the use in writing and any required age-gating is in place.

4. Rules for AI Features #

4.1 Honesty about the AI #

You must not:

1. configure, prompt or instruct an agent to say or suggest that it is a human, or to deny being an AI when a Caller or Widget Visitor asks;
2. delay, hide or talk over the recording notice or any other disclosure that the Services play or display (such as the web widget's notice before the microphone opens), build a flow that skips it, or reword your recording notice so that it is misleading or no longer says the call is recorded;
3. record a call or widget session without the notice and consent the law requires, or keep recording without the recording notice. If you do not want the recording notice, turn recording off;
4. leave out an AI disclosure that a law applying to you or your Callers or Widget Visitors requires. PhoneFlow does not add one by default, and you can add it to your agent's greeting; or
5. present Output to anyone as the personal statement of a named human who did not review it.

4.2 Professional advice and decisions about people #

You must not configure an agent, or use Output, to:

1. give individualized legal, medical, mental-health, tax, investment or other financial advice to End Users. An agent may collect facts, share general information from your knowledge base, and route the matter to a qualified person; or
2. make, or be the sole basis of, a decision that determines a person's access to credit, housing, employment, insurance, education, healthcare, government benefits or legal representation, unless a qualified human reviews the decision before it becomes final and the person is told AI was used where the law requires it.

Law firms using PhoneFlow must also follow the PhoneFlow Professional Services Addendum (Legal) (https://myphoneflow.com/legal/professional-services-addendum/).

4.3 Voices and biometrics #

You must not:

1. clone or imitate a real person's voice without that person's signed, written consent for that use, which you must give us when we ask. Never imitate a public figure or government official; or
2. use the Services to create voiceprints, identify or verify a speaker by voice, or otherwise collect biometric identifiers.

4.4 Output and competing products #

The MCA governs ownership of Output, and you may use Output in your own business. You must not use the Services, Output, or any prompts, configurations or Documentation we provide to:

1. train, fine-tune, distill or evaluate an AI model that competes with the Services or with the AI models we use; or
2. build, or help someone else build, a product or service that competes with the Services.

5. Prohibited Data #

5.1 The rule #

You must not use the Services to collect, request, store or send Prohibited Data. As the MCA defines it, Prohibited Data means:

1. protected health information (PHI) under HIPAA. PhoneFlow does not currently sign business associate agreements, so no PHI may be processed through the Services;
2. full payment card numbers;
3. government identification numbers such as Social Security, driver's license or passport numbers;
4. bank account and routing numbers;
5. biometric identifiers, including voiceprints; and
6. precise health information.

5.2 How it works in practice #

You must not design agents, call types, collected fields, forms, knowledge-base entries, integrations or messages to ask for or capture Prohibited Data. An End User who volunteers Prohibited Data without being asked does not by itself put you in breach. When you learn that Prohibited Data is in the Services, you must stop the cause and ask us at [email protected] to delete it.

6. Emergencies and children #

6.1 Not an emergency service #

PHONEFLOW IS NOT AN EMERGENCY SERVICE. THE SERVICES CANNOT PLACE OR RECEIVE CALLS TO 911 OR ANY OTHER EMERGENCY NUMBER, AND THE AI CANNOT DISPATCH HELP. YOU MUST KEEP A SEPARATE WAY TO REACH EMERGENCY SERVICES.

You must not market or hold out the Services, or any PhoneFlow number, agent or widget, as a substitute for 911 or any other emergency number, or as a crisis or suicide hotline, alarm or medical-alert service. Routing urgent matters, such as after-hours repairs, flood or fire restoration, pastoral emergencies or client deadlines, to your own people is your choice, and how your agents treat emergency and urgent calls is part of your own configuration. See Section 5 of the PhoneFlow AI & Telephony Service Terms (https://myphoneflow.com/legal/service-terms/).

6.2 Children #

You must not deploy the Services, including the web voice widget, on a website, app or service directed to children under 13, or knowingly collect personal information (including voice) from a child under 13, unless you have obtained verifiable parental consent as COPPA requires and PhoneFlow has approved the deployment in writing. You must tell us promptly if you learn that a deployment reaches children under 13. We may turn off the widget or any other feature for that deployment when we learn of it.

7. Security and platform integrity #

You must not, and must not help anyone else:

1. probe, scan or test the vulnerability of the Services, or run load, stress or penetration tests, without our prior written permission;
2. access or try to access another customer's account or data, or any part of the Services you are not authorized to use;
3. bypass, disable or interfere with any security feature, access control, usage limit, disclosure, acceptance screen or rate limit;
4. reverse engineer, decompile or disassemble the Services, or try to derive their source code, prompts, models or underlying data, except to the extent the law expressly allows this despite this restriction;
5. scrape, crawl or harvest data from the Services by automated means, other than through features and interfaces we provide for that purpose;
6. upload or transmit malware, or anything designed to disrupt, damage or overload the Services or anyone's systems;
7. share a login or let anyone else use it. Each login, including a login PhoneFlow issues on the Customer's behalf, is for one named individual. The Customer is responsible for all use of its logins; or
8. resell, sublicense or make the Services available to third parties as a standalone service, unless you have a signed partner agreement with PhoneFlow.

8. Minutes, trials and usage limits #

You must not:

1. circumvent any usage, rate, concurrency or spending limit, or any balance check;
2. open more than one trial, or open accounts under different names, emails, businesses or payment methods, to obtain additional Promotional Minutes or avoid a suspension or termination; or
3. use stolen payment methods, or file a chargeback without first contacting support as the MCA requires.

Promotional Minutes obtained in breach of this section, and any minutes obtained by fraud, may be revoked, as the MCA provides.

9. Third-party provider policies #

The Services run on Third-Party Services whose own usage rules apply to your use of the Services. You must follow them as they apply to the features you use:

The current list of providers is in the PhoneFlow Subprocessor List (https://myphoneflow.com/legal/subprocessors/). If a provider's policy is stricter than this AUP for a feature that uses that provider, the stricter rule applies to that feature. A breach of a provider policy is a breach of this AUP.

10. Enforcement #

10.1 What we may do #

If we reasonably believe that a use breaches this AUP, or that a carrier, provider, regulator or court requires us to act, we may do any of the following, alone or together:

1. investigate, including by reviewing account activity, configuration and, to the extent needed for the investigation, Customer Data, as the Agreement permits;
2. require you to change a configuration, stop a campaign, or provide consent records or business verification;
3. remove or disable content, knowledge-base entries, agents, call types, integrations or messages;
4. suspend specific agents, phone numbers, messaging, outbound calling, the web widget or other features, or suspend the whole account;
5. terminate the Agreement under the MCA, in which case Promotional Minutes are forfeited and unused Purchased Minutes are handled under MCA Section 11.11 (set-off of fees, fines, costs and damages, with forfeiture for fraud or illegal calling or texting); and
6. report the activity, and share relevant information, with carriers, Twilio and other providers, affected people, and law enforcement or regulators.

10.2 How we will act #

We will act in proportion to the problem. Where it is practicable and lawful, we will give you notice (email is enough) and a chance to fix the problem before we suspend or terminate. We may act first and notify you afterward when we reasonably believe that waiting would risk harm to End Users or anyone else, illegal calls or texts, action against PhoneFlow by a carrier or regulator, or harm to the security or availability of the Services. We will restore suspended features once the problem is fixed, unless we have terminated.

10.3 Your cooperation #

You must cooperate with any investigation. You must produce consent records within the period in Section 6.9 of the PhoneFlow AI & Telephony Service Terms (https://myphoneflow.com/legal/service-terms/). You must also answer our questions, produce voice-cloning consents and business verification, and take corrective action within the time we reasonably set (at least 2 business days, unless there is an urgent risk of harm or a carrier or legal deadline). Carrier fines caused by your breach are payable by you, and a breach of this AUP is treated under the MCA's indemnity and limitation-of-liability terms.

10.4 No duty to monitor #

We may, but need not, monitor use of the Services. Not acting on a breach does not waive our right to act later.

11. Reporting abuse #

To report abuse, including unwanted calls or texts from a PhoneFlow number, a suspected scam, or a security vulnerability, email [email protected] with the phone number or website involved, the date and time, and what happened. We may share your report with the Customer involved, carriers, providers and law enforcement, but we will not give the Customer your identity unless you agree or the law requires it.

If someone is in danger, call 911 or your local emergency number. Do not contact PhoneFlow.

12. Changes #

We may change this AUP as described in the change section of the MCA. A change that adds to what you may not do is a Material Change and needs re-acceptance as the MCA provides. Earlier versions of this AUP remain available at their version URL, for example https://myphoneflow.com/legal/aup/v1.0/, and the current version is always at https://myphoneflow.com/legal/aup/.

Questions about this AUP: [email protected].