This Acceptable Use Policy (the "Policy") sets out what you may not do with the services of FlowSoftware LLC ("Flow Software", "we", "us" or "our"), including every service listed on the Services page of flowsoftware.ai. It forms part of your agreement with us under our Terms of Service. Words with capital letters, such as Services, Users, Customer Data and Order Form, have the meanings given in the Terms of Service.
1. Who this Policy applies to
1.1 This Policy applies to you, to your Users, and to anyone who uses the Services through your account or your API keys.
1.2 You are responsible for making sure your Users follow this Policy, and for any breach of it by them.
1.3 The rules below are examples, not a complete list. If you are unsure whether a use is allowed, ask us at support@flowsoftware.ai before you start.
2. Your calls and messages are yours
2.1 Call Flow is software your own sales team uses to place and log its calls. Every call made through it is placed by one of your Users. Where you choose to record calls, Call Flow records them with a disclosure setting you configure, and section 4 applies.
2.2 We do not place sales calls, send marketing messages, or sell, rent or supply contact lists on your behalf. You are the caller and the sender of every call and message made through the Services.
2.3 You are responsible for complying with the laws that apply to you in your use of the Services, including telemarketing, do-not-call, anti-spam, call-recording and privacy laws. These laws differ from place to place, and the laws of the place where the person you contact is located may apply. A feature of the Services that helps you meet these duties does not by itself make your use lawful.
3. Calling rules
3.1 When you or your Users place calls through the Services, you must:
(a) call only people and businesses you have a lawful basis to call, and obtain, and keep a record of, any consent the law requires before you call;
(b) check the do-not-call registries that apply to your calls, where the law requires it, and keep your own internal do-not-call list;
(c) honor every request not to be called again, including any request we pass on to you, promptly and within any time the law sets, and note it on the contact's record so that no User calls that person again;
(d) call only at the times of day the law allows, in the local time of the person you are calling;
(e) show accurate caller identification, and never hide or falsify the number or name you are calling from;
(f) state who is calling, for which business and why, where the law requires it, and never misrepresent any of them; and
(g) stop calling a person who asks you to stop, and never call anyone so often that it amounts to harassment.
3.2 You must not use the Services to:
(a) make calls using an automatic telephone dialing system, predictive dialing, an artificial or prerecorded voice, or voice broadcasting ("robocalls");
(b) call emergency lines, or any number the law protects from the kind of call you are making;
(c) run a calling service that places calls for other businesses, such as an outsourced call center or an appointment-setting service; or
(d) make calls that are fraudulent, deceptive, threatening or abusive.
4. Call recording rules
4.1 Before you record a call, you must give the notice and obtain the consent that the laws that apply to you, and to every person on the call, require. Some places require the consent of every person on a call. Where you cannot tell which law applies, you must follow the strictest rule that could apply, which means telling every person on the call and obtaining their consent.
4.2 Any recording feature or disclosure setting in the Services is a tool. It does not give notice or obtain consent for you.
4.3 You must not record a call where the law does not allow it. You must use and keep recordings only for lawful purposes, and respond to requests about them, including requests to delete them, as the law requires.
5. Email and text message rules
5.1 If you use the Services to send email or text messages, you must:
(a) send commercial messages only to people and businesses the law allows you to send them to, and never send spam, meaning unsolicited bulk commercial messages;
(b) obtain any consent the law requires before you send a text message;
(c) identify your business accurately as the sender, and use accurate headers and subject lines;
(d) include a working way to opt out wherever the law requires one, and honor opt-out requests promptly and within any time the law sets; and
(e) never send messages that are deceptive or fraudulent, that try to obtain passwords or payment details by deception (phishing), or that contain or link to malware.
6. Contact data and lawful data collection
6.1 You must not use the Services to:
(a) process contact lists or other data that you did not obtain lawfully, or that you do not have the right to use for the purpose you are using it for;
(b) collect data by scraping, harvesting or other means that break the law or the terms of the website or service it comes from;
(c) collect or process personal information without giving the notices and obtaining the consents the law requires;
(d) sell, rent or share contact data obtained through the Services in breach of the law or of the permissions under which you obtained it; or
(e) connect a Third-Party Tool or account that you are not authorized to connect, or use the Services in a way that breaks a Third-Party Tool's terms.
6.2 You must not ask for, record or store any of the following in the Services, including in notes, contact records, call recordings or connected data: full payment card numbers, bank account passwords or other banking credentials, government identification numbers, health information, or information about children, unless your Order Form expressly allows it.
7. Other prohibited uses
7.1 You must not use the Services to:
(a) do anything illegal, or promote or help others to do anything illegal;
(b) commit fraud, run deceptive practices, or impersonate any person or business;
(c) infringe or misappropriate anyone's intellectual property, privacy or other rights;
(d) harass, threaten or defame anyone, or promote violence or hatred;
(e) distribute malware or any code designed to harm systems or data; or
(f) operate in, or serve, any country, region or person described in section 12 of the Terms of Service (export controls and sanctions).
8. Reselling and sharing access
8.1 You must not resell, sublicense, rent, lease or time-share the Services, offer them to others as a service bureau or under your own brand, or otherwise make them available to anyone other than your Users, unless a written agreement with us, such as your Order Form, expressly allows it.
8.2 Where the Services give each User their own login, each User must use their own. Do not share login details between people.
8.3 Keep API keys secret, and use them only for your own business.
9. Security and integrity of the Services
9.1 You must not:
(a) access, or try to access, any account, system or data you are not authorized to access, including another customer's data;
(b) get around or disable authentication, access controls, rate limits or usage limits;
(c) change, hide or avoid the measurement of Metered Usage, or use the Services in any way designed to avoid fees;
(d) interfere with or disrupt the Services, including by denial-of-service attacks or by sending traffic that places an unreasonable load on them;
(e) upload or send malware, or any code designed to harm systems or data;
(f) reverse engineer or decompile the Services, except to the extent the law allows despite this restriction; or
(g) probe, scan or test the Services for vulnerabilities, except as section 10 allows.
10. Security testing
10.1 Ask first. You may carry out penetration tests, vulnerability scans, load tests or other security testing of the Services only with our prior written approval. To ask, write to support@flowsoftware.ai with the scope of the test, the dates and times, the network addresses you will test from, and a contact person for the test.
10.2 During an approved test, you must:
(a) test only your own account and your own data;
(b) stay within the approved scope and times;
(c) not use denial-of-service, social engineering or physical attacks;
(d) not access, change or delete data belonging to anyone else, and stop at once and tell us if you reach data or systems outside the approved scope; and
(e) not test any Third-Party Tool connected to the Services without its provider's permission.
10.3 Findings. Report what you find to us promptly. Keep it confidential until we confirm that it is fixed, and do not use it for any other purpose.
10.4 Reporting a vulnerability. If you find a vulnerability in the Services, including by accident, report it to the address in section 10.1 and do not test it further. We will not take legal action against anyone who finds and reports a vulnerability in good faith and follows the rules in this section.
11. Reporting a breach of this Policy
If you believe someone is using the Services in breach of this Policy, including if you received a call or message you believe was made through the Services unlawfully, write to support@flowsoftware.ai. Give as much detail as you can, such as the date and time, and the number or address the call or message came from.
12. Enforcement
12.1 Investigation. We may investigate any suspected breach of this Policy. We may ask you for information, such as your consent records and your do-not-call procedures, and you must cooperate and respond within 5 business days. If we receive a complaint about calls or messages made through your account, we may pass it to you and ask you to respond.
12.2 What we may do. Depending on how serious a breach is, we may do one or more of the following:
(a) warn you;
(b) require you to stop the use, or to fix it, within a set time;
(c) disable access to the content or data involved;
(d) suspend the Users, features or Services involved, as section 17.6 of the Terms of Service allows;
(e) end your Order Forms as section 17.4 of the Terms of Service allows, which includes ending the Services at once for a serious breach; and
(f) report unlawful activity to the authorities, and cooperate with them as the law requires.
12.3 Notice. Where it is reasonable, we will tell you about a breach and give you a chance to fix it before we act. We may act at once where that is needed to prevent harm to people, to the Services, to other customers or to us, or to comply with the law.
12.4 Fees. Suspension does not change what you owe for Services already provided.
12.5 Your responsibility. You are responsible for breaches of this Policy by you and your Users, and for the claims they cause, as section 15.1 of the Terms of Service describes.
13. Changes to this Policy
We may update this Policy to reflect changes in the law, in the Services or in how they are misused. We will post the new version on this page with a new "Last updated" date, and give notice of material changes as section 19 of the Terms of Service describes.
14. Contact
FlowSoftware LLC
California, United States
support@flowsoftware.ai