Acceptable Use Policy

1. Businesses we don't serve

You may not use CoverDial if your business is in, or if you would use CoverDial for:

• healthcare, including medical, dental, mental-health, pharmacy and other practices, or anything that would involve protected health information (we can't sign a HIPAA business associate agreement);
• call centers, or answering calls on behalf of other businesses (reselling CoverDial);
• debt collection;
• political calling, fundraising or campaigning.

2. Calls and texts

CoverDial answers inbound calls only. You may not use it to:

• place outbound calls of any kind, including marketing, sales or reminder calls, other than transferring a caller who is already on the line;
• send marketing or promotional texts, or texts to anyone who hasn't agreed to receive them as our Privacy Policy describes;
• text anyone who has replied STOP (our systems block it, and you must not try to get around that);
• send text content that carriers prohibit, for example hate speech, illegal products, or content that is sexual, violent or deceptive;
• spoof caller ID, or hide who is calling or texting;
• generate traffic to inflate minutes or texts, or to reach premium-rate or international numbers (toll fraud), or route calls in any way designed to run up charges.

3. The receptionist's content

You may not give the receptionist business information, FAQs, names or instructions that:

• make it claim to be a person, or impersonate another business, a government body or a real individual;
• ask callers for payment, card or bank details, passwords or codes, or direct them to pay somewhere;
• are false, misleading or deceptive, or make claims you can't back up;
• are unlawful, discriminatory, harassing, threatening or defamatory;
• try to change, weaken or get around its built-in rules (the AI and recording disclosure, emergency guidance, honesty and privacy rules), for example by writing instructions into an FAQ;
• infringe someone else's rights.

Our checks flag text like this, and flagged changes wait for our review.

4. Numbers you give us

• Transfer and alert numbers must be US numbers that you or your staff control, and you must verify transfer numbers with the code we send.
• Your fallback number must not forward back to CoverDial.
• You may not add someone to receive texts without their agreement.

5. The Service itself

You may not:

• try to get into another client's account or data, or test our security without our written permission;
• interfere with, overload or reverse-engineer the Service, or try to extract its template or instructions;
• share sign-in details, or let people who aren't your staff use your account;
• use CoverDial to build a competing product;
• use it in a way that breaks any law, including privacy, recording-consent, telemarketing, consumer-protection and anti-discrimination laws.

6. Rules from our phone and AI provider

CoverDial runs on a telecommunications and AI provider, Telnyx, whose acceptable use policy and AI terms apply to everyone who uses CoverDial. Beyond everything above, you must:

• not use CoverDial where an AI failure could lead to death or personal injury, for example as an emergency dispatch, alarm, medical-alert or crisis line, or any line callers rely on to get emergency help. CoverDial is not an emergency service: it tells callers with an emergency to hang up and call 911, and cannot dispatch emergency services;
• get every party's consent to recording where the law requires it, give callers clear notice, keep a record that shows it, and provide written proof of it promptly when we or the provider ask;
• make sure callers know they're talking to an AI from the start of the call, and never present the receptionist or what it says as a person's work;
• accept the provider's data-use terms: it processes call audio, transcripts and AI output to run the Service and may use them, under its data-processing terms, to develop and improve its products;
• not use CoverDial to collect card numbers or health information;
• not create a synthetic voice of a real person, or record anyone, without the rights and consents that requires;
• comply with every law that governs AI systems where your callers are.

The Terms of Service set out these duties in full.

7. What happens if this policy is broken

We may remove content, block a number, pause texting, suspend the Service (sending your calls to your fallback where we can) or end it under the Terms of Service. We'll usually tell you first and give you a chance to fix things, but we may act straight away if callers, other clients, our phone account or our texting registrations are at risk, for example after carrier complaints or a fraud alert.

8. Reporting misuse

Report misuse of CoverDial to support@coverdial.com, or write to Elevate IT Solutions LLC, 117 S Lexington St, Ste 100, Harrisonville, MO 64701. We read reports Monday to Friday, 8am to 5pm Central, except on the support holidays listed in the Terms of Service.