Terms of Service

1. Your account

• You must give accurate details when signing up and keep your login details private.
• You are responsible for everything done by users in your workspace.
• Tell us straight away if you think someone has accessed your account without permission.

2. Free trial

New accounts include 500 free AI resolutions. The trial gives access to every station. When the free resolutions are used, the AI pauses until you choose a plan. Your setup and data are kept.

3. Plans, seats and billing

• Plans are priced per agent seat per month, billed monthly or yearly in advance, as shown on the Seat Plans page.
• AI resolutions above your plan allowance are billed in arrears at your plan rate. You may set a monthly cap.
• An AI resolution is a conversation closed by the AI where the customer did not ask for a person within 24 hours.
• Prices exclude taxes, which are added where applicable.

4. How the AI works for you

The AI answers from the sources you provide and takes only the actions you enable, within the limits you set. You are responsible for the accuracy of your help articles, policies and rules.

Customers must always be able to reach a person. You agree not to disable the human handoff.

5. Acceptable use

• Do not use the platform to send spam, unsolicited bulk messages or content that breaks channel provider rules, including WhatsApp and Meta policies.
• Do not use it for anything unlawful, deceptive or harmful, or to impersonate others.
• Do not try to break, overload or reverse engineer the service.

6. Your data

You own your data, including conversations, articles and customer records. You give us permission to process it only to provide the service. You can export it at any time. The Data Processing terms give the details.

7. Third party channels

WhatsApp, Instagram, email providers and other connected services are run by third parties. Their terms apply to your use of them, and changes they make may affect how a channel works.

8. Availability and support

We work to keep the platform available at all times, with planned maintenance announced in advance. Support channels depend on your plan.

9. Liability

To the extent the law allows, our total liability for any claim is limited to the fees you paid in the 12 months before the claim. We are not liable for indirect or consequential losses, such as lost profits.

10. Ending the agreement

You can cancel at any time from your workspace settings. We may suspend or close accounts that break these terms. After closure, you have 30 days to export your data before it is deleted.

11. Changes and contact

We may update these terms and will notify workspace owners of material changes by email in advance. Questions can be sent through the Sorting Office.