Acceptable Use & Anti-Spam Policy

1. Purpose

AiEngage helps legitimate businesses communicate with customers.

AiEngage is not a spam, robocalling, harassment or unsolicited-messaging platform.

2. Consent

Before sending communications, Customers must have whatever lawful authority, consent or other permission is required for the particular communication.

TRAI describes consent for commercial communications as voluntary permission relating to a specific purpose, product or service, and its framework provides mechanisms for managing/revoking consent.

3. Indian Commercial Communications

Customers sending applicable commercial communications in India are responsible for compliance with TRAI requirements.

Depending on the communication, this may include:

• Principal Entity registration;
• Registered headers;
• Registered content templates;
• Registered consent templates;
• Acquisition of required consent;
• Applicable DLT requirements; and
• Customer preference/opt-out requirements.

TRAI’s current sender guidance expressly identifies these requirements for commercial communications.

4. Voice Calling

Customers using voice calling or AI calling must comply with applicable telemarketing, commercial communication, recording and consent requirements.

TRAI’s framework distinguishes promotional voice calls from service calls and regulates commercial communications.

5. Prohibited Lists

You must not use:

• Scraped databases;
• Illegally purchased lists;
• Stolen databases;
• Lists acquired without required permissions;
• Automatically harvested phone numbers/emails; or
• Contact information obtained through unlawful means.

6. WhatsApp

Customers must comply with applicable Meta/WhatsApp rules, including requirements applicable to business messaging, templates, user preferences and account quality.

AiEngage cannot guarantee that Meta will approve a template, phone number or WhatsApp Business Account.

7. Email

Marketing email must contain legally required identification and opt-out mechanisms.

Customers must promptly honor valid unsubscribe requests.

8. SMS

SMS campaigns must use applicable registered sender information, templates and consent mechanisms where required.

9. Prohibited Communications

AiEngage may not be used to send:

• Fraudulent messages;
• Phishing;
• Scams;
• Threats;
• Hate or unlawful harassment;
• Malware;
• Deceptive impersonation;
• Illegal financial schemes;
• Illegal products/services;
• Communications intended to circumvent DND or platform restrictions.

10. AI Messaging Does Not Remove Responsibility

Using AI to write or send a message does not change the Customer’s legal responsibility.

If the Customer would not lawfully be permitted to send a message manually, the Customer may not use AI to send it automatically.

11. Opt-Outs

Customers must provide and honor legally required opt-out mechanisms.

Once a recipient validly opts out of applicable marketing, Customer must not attempt to circumvent that choice through another number, account or channel.

12. Complaints

AiEngage may investigate:

• Spam complaints;
• High block rates;
• High opt-out rates;
• Recipient complaints;
• Telecom complaints;
• Meta warnings;
• Regulatory complaints.

13. Enforcement

AiEngage may:

• Rate-limit messaging;
• Restrict campaigns;
• Suspend channels;
• Disable automations;
• Request proof of consent;
• Suspend accounts; or
• Terminate Services

where reasonably necessary to protect recipients, AiEngage, providers or platform integrity.

Serious abuse may result in immediate suspension.

14. Customer Indemnity

Customer remains responsible for penalties, claims and liabilities resulting from Customer’s unlawful campaigns, contact lists or communication practices, subject to applicable law and the governing agreement.