Acceptable Use Policy
Effective Date: September 23, 2026
This policy expands on the Acceptable Use section of our Terms of Service and applies to everyone who uses Flovato — the account owner, every team member they invite, and any automated use made through the platform. Where this policy and the Terms differ, the stricter of the two applies.
Two things make this policy more than boilerplate. Telephone and text messaging are delivered over regulated networks whose operators impose their own rules on us and on you, and much of what the platform does it does automatically, on your behalf, while you are not watching. You are responsible for what your account does, including what your AI assistant says and sends.
1. Be who you say you are
You must identify your business truthfully and keep that information current. You may not impersonate another business, trade under a name you have no right to use, misrepresent your location or the services you provide, or configure the platform to leave your customers with a false impression of who they are dealing with. The attestation you sign at Business Verification is the representation the rest of this policy depends on, and it is the one we pass to the operators who carry your calls and messages.
2. Businesses and content we do not carry
You may not use Flovato in connection with: fraud, deception, or any scheme to obtain money or information under false pretenses; loan, debt-relief, credit-repair, or get-rich-quick offers; gambling; illegal drugs, controlled substances, or cannabis-derived products; firearms, ammunition, weapons, or explosives; tobacco, vaping, or alcohol sales; adult or sexually explicit material; hate speech, harassment, threats, or content promoting violence or self-harm; multi-level marketing or lead generation for any of the above.
Flovato is built for field-service trades and is not an appropriate system of record for regulated health information. Do not use it to collect, store, or transmit patient health records, and do not use it for services where a licensing or professional regulator requires controls the platform does not provide.
You may not use the platform for anything unlawful where you or your customer are located, and you remain responsible for the licensing, permitting, and disclosure obligations of your own trade.
3. Text messaging
Text messaging carries the strictest rules on the platform, and breaking them puts every tenant's delivery at risk, not only your own.
Consent. You may only message people who have given you permission to text them, for the purpose they gave it for. Permission must come from the person themselves — you may not message purchased, rented, scraped, or shared lists, and you may not treat a number obtained for one purpose as consent for marketing.
Opting out. Honor every opt-out request immediately, however it arrives. STOP and its common variants are handled for you, but a customer who asks to stop by any other means — a reply in their own words, a phone call, an email — must be honored the same way. Never message someone who has opted out, and never ask someone to opt back in.
Timing.Do not send marketing or promotional messages outside 8:00 AM to 9:00 PM in the recipient's local time, and observe any stricter limit that applies where they live. Transactional messages a customer is waiting on — an appointment confirmation, a technician on the way, an invoice they asked for — are not subject to that window.
Content. Identify your business in your messages. Do not disguise the sender, obscure links, rotate numbers to evade filtering, send the same message from multiple numbers to increase throughput, or send anything that would be misleading if read on its own.
4. Calls and the AI receptionist
Recording. Recording and transcription laws vary by state, and several require the consent of everyone on the call. You are responsible for knowing the rule that applies where you and your callers are, and for the disclosure your account makes before a call is recorded.
Disclosure. Do not configure the AI receptionist to claim it is a human being, and do not remove or defeat a disclosure the platform makes. Callers may ask to reach a person, and you must have a way to let them.
Outbound calling. Do not use the platform for unsolicited automated calling, and do not call numbers on a do-not-call registry that applies to you. Outbound calling must rest on the same consent standard as messaging.
5. Your customers' data
You decide what customer information enters your workspace, and you must have the right to put it there. Collect what your work requires and no more. Do not upload payment card numbers, government identification numbers, or account credentials into notes, custom fields, chat, or documents — the platform is not built to hold them and doing so puts your customers at risk. Honor your own customers' requests to see or delete what you hold about them.
6. The AI assistant is yours to configure — and yours to answer for
Prompts, plugins, and knowledge you configure steer what the assistant tells your customers. Do not configure it to deceive, to make claims about your business you cannot stand behind, to promise outcomes or pricing you will not honor, or to give advice a licensed professional is required to give. AI output can be wrong; reviewing what your assistant is telling people is part of running it.
7. The platform itself
Do not attempt to reach another organization's data, probe or circumvent access controls, share account credentials, resell or sublicense access without a written agreement, scrape the platform, evade usage limits or billing, or interfere with the service for anyone else. Security research is welcome through a report to us — not through testing against live tenants.
8. How we enforce this
Where we can, we will tell you what is wrong and give you the chance to fix it. Where the risk is immediate — active fraud, a complaint rate that threatens delivery for other tenants, a legal demand, or a direct instruction from a network operator — we may suspend a feature, a number, or the account first and explain afterward. Serious or repeated violations can end the account under the Termination section of the Terms.
Some enforcement is not ours. The operators who carry your calls and messages apply their own rules and can block a number, a campaign, or a message independently of anything we decide, and we cannot overturn it on your behalf. Fees already incurred on your behalf are not refunded when an account is suspended for violating this policy.
9. Changes to this policy
We may update this policy as the platform and the rules it operates under change. Each version carries the effective date shown above, and the version you accepted is recorded with your attestation. If a change materially affects what you may do, we will ask you to review and accept the new version.
10. Reporting a problem
To report abuse, a message you believe was sent without consent, or anything on this page that does not match what you are seeing, contact us. We respond to abuse reports ahead of other support mail.