Acceptable Use Policy

Last updated: July 30, 2026

1. Purpose and Scope

This Acceptable Use Policy (“Policy”) describes the rules governing access to and use of the products and services provided by ConvoPal AI LLC (“ConvoPal AI,” “ConvoPal,” “we,” “us,” or “our”).

This Policy applies to all customers, account users, employees, contractors, representatives, and other persons who access or use the Services through a customer’s account.

The “Services” include any services, software, accounts, communication tools, artificial-intelligence features, websites, chatbots, telephone services, text messaging, email, calendars, forms, customer-management tools, workflows, integrations, automations, and related functionality provided or managed by ConvoPal AI.

This Policy is incorporated into and forms part of the ConvoPal AI Terms of Service, applicable order forms, and service agreements.

A violation by any person using a customer’s account will be treated as a violation by the customer.

2. Third-Party and White-Label Platform

The Services are provided using software, infrastructure, telecommunications systems, artificial-intelligence systems, and related technology supplied by third-party platform and service providers, including HighLevel and its supporting providers.

ConvoPal AI configures, manages, brands, and resells access to certain third-party functionality. ConvoPal AI does not own or independently control all underlying software, carrier networks, AI models, integrations, or infrastructure.

Customers must comply with:

  • This Policy;
  • The ConvoPal AI Terms of Service;
  • Applicable order forms and service agreements;
  • Applicable third-party platform, telecommunications, carrier, email, hosting, and integration requirements; and
  • All applicable laws, regulations, and industry standards.

Third-party requirements may change. ConvoPal AI may update its restrictions, configurations, sending limits, verification requirements, or compliance procedures when reasonably necessary to remain compliant with an underlying provider’s requirements.

HighLevel’s terms expressly prohibit unlawful, deceptive, misleading, abusive, technically harmful, and unauthorized uses, and permit immediate suspension or termination for prohibited conduct.

3. Customer Responsibility

Customers are responsible for all activity conducted through their accounts, including activity performed by:

  • Owners and employees;
  • Contractors and consultants;
  • Marketing agencies;
  • Authorized account users;
  • Connected applications;
  • Imported contacts;
  • Automated workflows; and
  • AI agents configured for the customer.

Customers must ensure that every account user understands and follows this Policy.

Customers are responsible for the legality, accuracy, targeting, timing, content, and purpose of all calls, messages, emails, AI interactions, advertisements, websites, forms, campaigns, and automated actions initiated through their accounts.

Availability of a feature does not mean that every possible use of that feature is lawful or permitted.

4. Lawful Use

Customers may use the Services only for legitimate business purposes and in compliance with applicable law.

Customers may not use the Services to:

  • Commit, encourage, promote, assist, or conceal illegal activity;
  • Violate privacy, communications, advertising, consumer-protection, intellectual-property, employment, civil-rights, or data-protection laws;
  • Violate court orders, regulatory orders, sanctions, or governmental restrictions;
  • Facilitate transactions that are illegal where offered, marketed, delivered, or received;
  • Obtain information through unlawful or deceptive means;
  • Interfere with another person’s legal rights; or
  • Expose ConvoPal AI, its providers, carriers, or other customers to unreasonable legal, financial, reputational, or security risk.

Customers are solely responsible for determining which laws apply to their business and obtaining appropriate legal or compliance advice.

5. Fraudulent, Deceptive, and Abusive Conduct

Customers may not use the Services to engage in or facilitate:

  • Fraud, scams, phishing, smishing, identity theft, or social engineering;
  • False or misleading advertisements, offers, prices, claims, testimonials, or guarantees;
  • Impersonation of another person, company, government agency, or organization;
  • Misrepresentation of the sender or purpose of a communication;
  • Collection of passwords, security codes, payment credentials, or other information through deception;
  • Fake reviews, fake endorsements, fake engagement, or fabricated grassroots support;
  • Defamation, harassment, intimidation, stalking, threats, or bullying;
  • Hate speech or content promoting violence or discrimination;
  • Distribution of malware, ransomware, spyware, or malicious code;
  • Deliberate dissemination of false information;
  • Manipulation or exploitation of vulnerable persons; or
  • Any conduct reasonably likely to harm another person or expose ConvoPal AI or its providers to liability.

Customers may not represent themselves as an employee, representative, partner, or agent of ConvoPal AI, HighLevel, or another platform provider unless expressly authorized in writing.

6. Calls, Text Messages, and Automated Communications

Customers may use telephone, SMS, MMS, email, voicemail, AI voice, prerecorded voice, and automated messaging features only when they have a lawful basis and any required consent to contact the recipient.

Customers are responsible for:

  • Obtaining the correct form of consent before contacting a recipient;
  • Keeping accurate and accessible records of consent;
  • Confirming that consent covers the communication channel and purpose being used;
  • Identifying the business responsible for the communication;
  • Providing required disclosures;
  • Complying with applicable calling-hour and frequency restrictions;
  • Checking applicable do-not-call and suppression lists;
  • Honoring revocation, unsubscribe, STOP, and do-not-contact requests promptly;
  • Maintaining accurate contact information;
  • Avoiding excessive, repetitive, misleading, or unwanted communications; and
  • Ensuring that every contact was collected lawfully with valid consent.

Customers may send communications only to recipients who directly provided valid consent for the applicable business, channel, and purpose.

Initial messages must identify the sender and contain appropriate opt-out language, and messages should be sent only to opted-in contacts.

7. Prohibited Messaging Practices

Customers may not:

  • Send spam or unsolicited bulk messages;
  • Continue contacting a person who has opted out;
  • Hide, alter, or misrepresent the sender’s identity;
  • Use misleading links, domains, caller identification, or reply addresses;
  • Use URL shorteners or redirects to conceal the true destination of a message;
  • Use misspellings, symbols, images, or alternate phrasing to evade carrier or spam filters;
  • Spread substantially similar traffic across numerous telephone numbers to avoid detection or sending limits;
  • Rotate numbers or domains to bypass restrictions;
  • Disable, suppress, or interfere with unsubscribe mechanisms;
  • Import contacts without a reasonable basis to believe they may lawfully be contacted;
  • Send communications at unlawful times or frequencies;
  • Use emergency-related language to create a false sense of urgency;
  • Send phishing, simulated phishing, or social-engineering messages; or
  • Resume a suspended campaign through a different account, number, location, or domain without ConvoPal AI’s written approval.

HighLevel specifically prohibits filtering evasion and “snowshoeing,” and may suspend messaging access for violations.

8. AI Receptionists, Chatbots, and Automated Agents

Customers must use AI receptionists, voice agents, chatbots, and automated systems responsibly.

Customers may not configure an AI system to:

  • Falsely claim that it is a human;
  • Impersonate a real individual without authorization;
  • Conceal that an interaction is automated when disclosure is required;
  • Make knowingly false or deceptive statements;
  • Generate discriminatory, hateful, harassing, violent, defamatory, or unlawful content;
  • Spread misinformation or fabricate material facts;
  • Perform an illegal activity;
  • Provide instructions facilitating crime or wrongdoing;
  • Violate another person’s intellectual-property or privacy rights;
  • Collect restricted sensitive information;
  • Make an unauthorized binding commitment;
  • Guarantee prices, services, outcomes, refunds, or availability without authority;
  • Admit liability or resolve a legal dispute without authorization; or
  • Act without appropriate human oversight where the interaction may materially affect a person.

Customers must clearly disclose when a person is interacting with an AI voice agent or chatbot when required by law, platform policy, or ConvoPal AI.

HighLevel’s AI terms require customers to review and validate AI-generated content, prohibit misleading and discriminatory uses, restrict sensitive information, and require disclosure when users are interacting with an AI-based voice or chatbot.

9. Review and Monitoring of AI Output

Customers are responsible for:

  • Providing accurate business information, scripts, policies, prices, hours, offers, and instructions;
  • Testing AI agents before public use;
  • Reviewing call transcripts, chats, messages, appointments, and automated actions;
  • Monitoring performance on an ongoing basis;
  • Correcting inaccurate information promptly;
  • Maintaining reasonable escalation procedures;
  • Making qualified personnel available for sensitive or complex questions; and
  • Verifying important information before relying upon or distributing it.

Customers may not knowingly continue using an AI configuration that produces materially misleading, harmful, discriminatory, or unlawful output.

ConvoPal AI does not continuously approve or review every AI-generated response before it is communicated.

10. Professional Advice and High-Impact Decisions

Unless expressly approved in a signed agreement, customers may not use the Services to provide individualized, unreviewed advice that would ordinarily require a professional license, including:

  • Medical or healthcare advice;
  • Legal advice;
  • Financial or investment advice;
  • Tax or accounting advice;
  • Insurance-coverage advice; or
  • Other regulated professional advice.

Customers may not use the Services to make final, fully automated decisions concerning:

  • Employment or hiring;
  • Credit or lending;
  • Housing;
  • Insurance eligibility or claim outcomes;
  • Educational admission;
  • Public benefits;
  • Healthcare treatment;
  • Legal rights;
  • Criminal-justice matters; or
  • Other decisions having legal or similarly significant effects.

The Services may assist with administrative tasks, intake, scheduling, routing, and general information, but an appropriately qualified person must review consequential professional decisions.

HighLevel’s current AI policy prohibits unreviewed licensed-professional advice and use of AI in automated decisions with legal or similarly significant effects.

11. Emergency and Safety-Critical Uses

The Services are not emergency-response systems.

Customers may not present or use the Services as a guaranteed substitute for:

  • 911;
  • Emergency medical services;
  • Law enforcement;
  • Fire services;
  • Crisis-response services;
  • Poison control;
  • Emergency utility services; or
  • Other urgent safety resources.

Customers whose businesses may receive urgent requests must maintain appropriate human escalation procedures and instruct the AI system to direct emergencies to qualified emergency services.

Customers may not use the Services to operate weapons, military systems, critical infrastructure, or other systems where failure could foreseeably cause death, serious injury, or substantial property damage.

12. Restricted Products, Services, and Content

Customers may not use the Services to advertise, sell, facilitate, or distribute illegal products or services.

The following uses may be prohibited by ConvoPal AI, an underlying provider, a communications carrier, or a particular communication channel and may not be used without ConvoPal AI’s prior written approval:

  • Adult or sexually explicit content;
  • Alcohol;
  • Tobacco, nicotine, or vaping products;
  • Firearms, weapons, or ammunition;
  • Gambling, betting, sweepstakes, or lotteries;
  • Cannabis, controlled substances, or recreational drugs;
  • Payday lending or other high-risk lending;
  • Cryptocurrency schemes or unauthorized investment promotions;
  • Debt-relief or credit-repair claims;
  • Prescription medications;
  • Counterfeit or infringing goods;
  • Political campaigning or lobbying;
  • Highly regulated healthcare services;
  • Services involving minors; and
  • Other categories identified as restricted by a platform, carrier, payment processor, or regulator.

Approval by ConvoPal AI does not constitute legal approval or guarantee that a carrier or provider will permit the activity.

HighLevel’s messaging policies impose content restrictions that may vary by channel and carrier, including restrictions involving alcohol, firearms, gambling, tobacco, adult content, illegal content, phishing, and similar high-risk communications.

13. Personal and Sensitive Information

Customers must collect and process personal information only when they have appropriate authority and a lawful business purpose.

Unless expressly approved in a signed agreement, customers may not use the Services to collect, store, transmit, or process:

  • Social Security numbers;
  • Full payment-card numbers or security codes;
  • Bank-account login credentials;
  • Passwords or authentication codes;
  • Government identification documents;
  • Biometric identifiers;
  • Precise geolocation information;
  • Information knowingly collected from children;
  • Protected health information;
  • Highly sensitive medical information; or
  • Other information requiring heightened legal or contractual safeguards.

Customers may not place confidential, privileged, proprietary, or sensitive information into AI features unless the use has been expressly approved and appropriate safeguards are in place.

Customers are responsible for maintaining their own privacy policy, data-collection notices, consent language, retention procedures, and privacy-request process.

14. Call Recording and Transcription

Customers may use call-recording, monitoring, transcription, summarization, or analysis features only when permitted by applicable law.

Customers are responsible for:

  • Determining whether recording or transcription is permitted;
  • Providing audible or other legally required notices;
  • Obtaining all necessary consent;
  • Configuring the feature correctly;
  • Limiting access to recordings and transcripts;
  • Establishing appropriate retention periods; and
  • Responding to requests involving recorded information.

Availability or configuration of a recording feature does not constitute legal advice or a representation by ConvoPal AI that the customer’s use is lawful.

15. Intellectual Property and Customer Content

Customers may upload, distribute, publish, or generate content only when they have the necessary rights and permissions.

Customers may not use the Services to:

  • Infringe copyrights, trademarks, patents, trade secrets, publicity rights, privacy rights, or other proprietary rights;
  • Copy or distribute protected content without authorization;
  • Use another person’s name, voice, image, logo, or likeness without authorization;
  • Generate or distribute counterfeit materials;
  • Remove copyright, trademark, attribution, or proprietary notices;
  • Misrepresent ownership or authorship;
  • Publish defamatory material; or
  • Use AI-generated content without appropriate review.

Customers remain responsible for claims arising from their content, instructions, campaigns, websites, products, services, and use of AI-generated material.

16. System Security and Platform Integrity

Customers may not:

  • Attempt to gain unauthorized access to any account, network, server, database, or system;
  • Test, scan, probe, or assess platform security without written authorization;
  • Conduct penetration testing;
  • Introduce malware, viruses, worms, Trojan horses, logic bombs, or harmful code;
  • Conduct denial-of-service or distributed denial-of-service attacks;
  • Interfere with the operation of the Services;
  • Bypass authentication, security controls, permissions, or access restrictions;
  • Obtain another user’s credentials;
  • Reverse engineer, decompile, or attempt to extract source code;
  • Copy or scrape platform content through unauthorized automated tools;
  • Use bots, scripts, or automated systems in a manner that burdens or disrupts the Services;
  • Exploit vulnerabilities;
  • Use the Services to compromise another system; or
  • Publicly disclose a suspected vulnerability before providing ConvoPal AI a reasonable opportunity to investigate.

Suspected security vulnerabilities must be reported privately to ConvoPal AI.

HighLevel prohibits unauthorized security testing, attempts to gain unauthorized access, automated scraping, malicious code, and conduct that overburdens or disrupts the platform.

17. Excessive Use and Circumvention

Customers may not use the Services in a manner that is excessive, abusive, fraudulent, or reasonably likely to impair service performance.

Prohibited conduct includes:

  • Deliberately exceeding documented usage limits;
  • Creating multiple accounts to avoid fees or restrictions;
  • Using consecutive free trials to avoid payment;
  • Bypassing rate limits;
  • Reselling or sublicensing access without authorization;
  • Sharing accounts with unrelated businesses;
  • Using one account to provide services to numerous unauthorized third parties;
  • Generating abnormal or harmful API traffic;
  • Maintaining unused numbers, domains, or resources for abusive purposes; and
  • Using technical workarounds to avoid charges, restrictions, verification, or enforcement.

ConvoPal AI may require the customer to reduce usage, change its configuration, purchase a higher plan, or stop an affected activity.

HighLevel’s terms permit throttling, pausing, suspension, termination, or a required plan upgrade for excessive or abusive usage.

18. Verification and Compliance Information

ConvoPal AI may require customers to provide information reasonably necessary to verify lawful use, including:

  • Identity and business-verification documents;
  • Contact-list sources;
  • Consent records;
  • Opt-in language;
  • Campaign descriptions;
  • Call scripts;
  • Message samples;
  • Website or form URLs;
  • Privacy policies;
  • Terms and disclosures;
  • Licenses or registrations;
  • Products and services being promoted;
  • Complaint-response information; and
  • Evidence that an issue has been corrected.

Customers must provide accurate information and cooperate promptly with compliance reviews.

Failure to provide requested information may result in delayed activation, campaign rejection, restriction, suspension, or termination.

19. Monitoring and Enforcement

ConvoPal AI is not required to pre-screen or continuously monitor all customer activity. However, ConvoPal AI may review or investigate activity when reasonably necessary to:

  • Enforce this Policy;
  • Respond to complaints;
  • Protect platform or carrier reputation;
  • Prevent harm;
  • Investigate suspected fraud or abuse;
  • Address security concerns;
  • Comply with a provider request;
  • Comply with law; or
  • Protect ConvoPal AI, its providers, customers, or third parties.

To the extent permitted by law and applicable agreements, ConvoPal AI may:

  • Review relevant account activity, logs, messages, calls, recordings, workflows, content, and configurations;
  • Block or remove content;
  • Reject or pause campaigns;
  • Disable AI agents, automations, integrations, numbers, domains, or communication channels;
  • Apply sending limits;
  • Require corrective action;
  • Preserve relevant records;
  • Share necessary information with platform providers, carriers, regulators, courts, or law enforcement;
  • Suspend access; or
  • Terminate the customer’s account.

ConvoPal AI may take immediate action without prior notice when it reasonably believes delay could cause harm, create liability, violate provider requirements, or jeopardize services for other customers.

20. Complaints and Repeated Violations

Customers must promptly investigate and resolve complaints involving:

  • Unwanted calls or messages;
  • Spam;
  • Fraud or impersonation;
  • Privacy violations;
  • False information;
  • AI misconduct;
  • Call recording;
  • Intellectual-property infringement;
  • Harassment;
  • Security incidents; or
  • Other unlawful or prohibited conduct.

Repeated complaints, unusually high opt-out rates, spam reports, carrier filtering, invalid contact data, excessive call abandonment, or similar indicators may result in restrictions even when no single violation has been conclusively established.

Customers must not retaliate against a person who submits a complaint or exercises a legal opt-out or privacy right.

21. Suspension and Termination

A violation of this Policy constitutes a material breach of the ConvoPal AI Terms of Service.

ConvoPal AI may restrict, suspend, or terminate any Service or account for:

  • An actual or suspected Policy violation;
  • A violation by an authorized user;
  • Failure to cooperate with a compliance review;
  • Repeated complaints;
  • A provider, carrier, regulator, or governmental request;
  • Unlawful activity;
  • Security threats;
  • Nonpayment of compliance-related charges;
  • Conduct that exposes ConvoPal AI or a third party to liability; or
  • Suspension or termination imposed by an underlying provider.

When reasonably possible, ConvoPal AI may provide notice and an opportunity to correct the violation. ConvoPal AI is not required to provide advance notice for serious, repeated, fraudulent, unlawful, or security-related violations.

A customer whose account has been suspended may not create another account or use another person’s account to evade the suspension.

22. Charges, Penalties, and Reimbursement

Customers are responsible for all costs resulting from their use or misuse of the Services.

To the extent permitted by the Terms of Service and applicable law, customers agree to reimburse ConvoPal AI for fines, penalties, assessments, chargebacks, carrier fees, provider fees, investigation expenses, remediation costs, and other charges imposed on ConvoPal AI because of:

  • The customer’s content or campaigns;
  • A violation of this Policy;
  • Unlawful calls, messages, or emails;
  • Spam or carrier complaints;
  • Prohibited message content;
  • Fraudulent or deceptive activity;
  • Failure to obtain consent;
  • Security abuse;
  • Incorrect compliance information; or
  • Activity conducted through the customer’s account.

ConvoPal AI may invoice these amounts or charge an authorized payment method on file when permitted by the applicable customer agreement.

Carrier or platform penalties may be imposed after the underlying activity occurs and may therefore be billed after suspension, cancellation, or termination.

HighLevel states that certain carrier noncompliance fines may be passed through to the agency and may be accompanied by immediate carrier blocking or suspension.

23. Refunds Following Enforcement

A restriction, suspension, or termination resulting from the customer’s conduct does not entitle the customer to a refund, prorated credit, reimbursement, or extension of service.

Customers remain responsible for:

  • The current subscription period;
  • Usage charges;
  • Outstanding balances;
  • Provider or carrier charges;
  • Compliance penalties;
  • Costs incurred before suspension or termination; and
  • Other amounts payable under the applicable agreement.

This section does not limit any rights that cannot lawfully be waived.

24. Indemnification and Liability

Customers remain subject to the indemnification, warranty-disclaimer, and limitation-of-liability provisions contained in the ConvoPal AI Terms of Service and any applicable signed agreement.

Without limiting those provisions, customers are responsible for third-party claims arising from:

  • Their products or services;
  • Their content and instructions;
  • Their communications;
  • Their failure to obtain consent;
  • Their use of AI-generated outputs;
  • Their privacy or recording practices;
  • Their infringement of third-party rights;
  • Their violation of law; or
  • Their violation of this Policy.

If this Policy conflicts with a signed Master Services Agreement or order form, the signed agreement will control concerning the conflicting subject.

25. Reporting Violations

Suspected violations, security issues, or abuse may be reported to:

ConvoPal AI LLC
Email: abigail@convopalai.com

Reports should include enough information for ConvoPal AI to identify the applicable account, communication, website, telephone number, or activity.

Submitting a report does not guarantee a particular outcome, and ConvoPal AI may be unable to disclose investigation details for privacy, security, or legal reasons.

26. Changes to This Policy

ConvoPal AI may update this Policy to reflect changes in:

  • Applicable law;
  • Platform-provider requirements;
  • Carrier standards;
  • AI functionality;
  • Security risks;
  • Industry practices; or
  • The Services.

Material changes will apply prospectively and may be communicated through the website, email, customer account, or another reasonable method.

Customers must comply with the version of this Policy then in effect.

27. Contact Information

Questions regarding this Policy may be directed to:

ConvoPal AI LLC
455 Market St, Ste 1940, Num 617602
San Francisco, CA 94105
Phone: 916-403-3090
Email: abigail@convopalai.com