Accounts & Acceptable Use

1. Overview

Shilte AI provides technology for businesses to manage customer interactions, AI agents, WhatsApp and website communication, business knowledge, workflow automation, customer relationships, bookings, payments, analytics and related digital services.

These terms establish the conditions for accessing and using Shilte AI accounts and explain the conduct expected from every user. They are intended to maintain a secure, reliable and responsible environment for businesses and their customers.

References to "Shilte AI", "Shilte", "we", "us" or "our" mean the operator of the Shilte AI platform. "You" or "your" means the individual or organisation accessing or using the platform.

2. Acceptance of these terms

By creating an account, signing in, accepting an invitation to join a business workspace, connecting an integration or otherwise using Shilte AI, you agree to comply with these terms.

If you use Shilte AI on behalf of a company, business or other organisation, you confirm that you are authorised to accept these terms on its behalf. The organisation is responsible for ensuring that its users comply with them.

If you do not agree with these terms, do not create an account or continue using the relevant Shilte AI services.

3. Eligibility and authority

You may use Shilte AI only where you have the legal capacity and authority to enter into these terms and comply with applicable laws.

• Individuals must be legally capable of entering into a binding agreement.
• Business accounts must be created or managed by individuals authorised to act for the business.
• Employees and team members must have permission from the relevant account owner or administrator.
• You must not impersonate another person, business or organisation.

Shilte AI may request reasonable information to verify account ownership, business authority or the legitimacy of a particular activity where necessary for platform security, compliance or service administration.

4. Account registration

Some Shilte AI features require you to create an account or access a business workspace. During registration, you may be asked to provide information such as your name, email address, phone number, business details or other information required to establish and manage your account.

When registering, you agree to:

• Use an email address or phone number that you control or are authorised to use.
• Provide information that is accurate and not misleading.
• Use only the account or workspace assigned to you.
• Complete applicable verification or security steps.
• Keep your registration and business information up to date.

Account access may depend on successful verification, subscription status, administrator approval or other requirements applicable to the selected service.

5. Accurate and current information

You are responsible for ensuring that information submitted through your account remains accurate, current and complete. This includes business names, contact details, website addresses, connected phone numbers, service descriptions and other information presented to customers.

You must promptly update information that becomes inaccurate or outdated. You must not use false identities, misleading business details, fabricated verification documents or another person's information without authority.

Shilte AI may restrict certain features or request clarification where submitted information appears incomplete, inconsistent, misleading or potentially fraudulent.

6. Passwords, login details and account security

Your login credentials and authentication methods protect access to your business workspace and its information. You are responsible for taking reasonable steps to keep them secure.

• Use strong, unique passwords and available authentication protections.
• Do not publish, share or disclose passwords, verification codes or private access tokens.
• Do not allow unauthorised individuals to access your account.
• Sign out of shared or public devices after use.
• Review account access and remove users who no longer require it.
• Keep devices and software used to access Shilte AI reasonably secure.

You should not delay reporting a suspected security incident while attempting to investigate it yourself.

7. Team members, roles and permissions

Where Shilte AI allows multiple users to access a business workspace, the account owner or administrator is responsible for managing invitations, roles and permissions.

Account owners and administrators should:

• Invite only people who need access for legitimate business purposes.
• Assign permissions appropriate to each user's responsibilities.
• Review access when employees, contractors or business relationships change.
• Remove or disable access when it is no longer required.
• Ensure team members understand the rules governing platform use.

Users must not attempt to access dashboards, customer records, payment information, integrations or administrative functions beyond the permissions granted to them.

Shilte AI may rely on instructions submitted by users through authorised accounts and permissions. Account owners should therefore manage access carefully and promptly report any unauthorised changes.

8. Responsibility for account activity

You are responsible for activity carried out through your account by you and by individuals to whom you have granted access, subject to applicable law.

This includes activity involving:

• AI agent configuration, instructions and responses.
• Business knowledge, uploaded documents and training material.
• Customer conversations, lead records and CRM information.
• Automated workflows, triggers and connected applications.
• Bookings, orders, payment requests and transaction instructions.
• Website widgets, connected phone numbers and business integrations.

You must ensure that users acting on behalf of your business are authorised to perform the relevant actions. You should review important account activity and maintain appropriate internal controls.

9. Permitted use of Shilte AI

You may use Shilte AI for legitimate personal or business purposes consistent with the services provided, your account permissions and applicable law.

You must use these features in a manner that respects customer rights, third-party rights, platform security and the applicable product terms.

10. Prohibited activities

You must not use Shilte AI to engage in unlawful, deceptive, harmful, abusive or unauthorised conduct. The following activities are prohibited:

10.1 Fraud, deception and impersonation

• Impersonating another person, business, public body or organisation.
• Creating fake accounts or submitting fabricated identity or business information.
• Using AI agents to deceive customers about a product, service, price or business identity.
• Conducting scams, phishing, financial fraud or other deceptive schemes.
• Misrepresenting the status of payments, bookings, orders or transactions.

10.2 Unauthorised access and interference

• Accessing another user's account, workspace or information without permission.
• Attempting to bypass authentication, access controls or security restrictions.
• Introducing malware, malicious code or harmful software.
• Disrupting, damaging, overloading or interfering with platform operations.
• Attempting to reverse engineer, exploit or compromise systems except where expressly permitted by law.

10.3 Abuse, harassment and harmful content

• Using the platform to threaten, harass, stalk, exploit or intimidate others.
• Distributing unlawful, exploitative or non-consensual content.
• Promoting violence, exploitation, discrimination or other unlawful harm.
• Generating or distributing content that infringes another person's rights.
• Using automated tools to target individuals with abusive or deceptive communications.

10.4 Spam and abusive communication

• Sending unsolicited bulk messages or repetitive unwanted communications.
• Using contact lists obtained unlawfully or without the necessary authority.
• Ignoring opt-out requests or applicable communication preferences.
• Using Shilte AI to evade messaging restrictions or platform safeguards.
• Sending misleading promotions, fraudulent offers or deceptive links.

10.5 Misuse of the service

• Reselling, sublicensing or sharing access contrary to the applicable service agreement.
• Using the platform to build or operate unauthorised competing access services.
• Extracting data through scraping or automated collection without permission.
• Manipulating usage, billing, subscription limits or platform measurements.
• Using Shilte AI in a way that creates unreasonable risk to other users or the platform.

11. Responsible use of AI agents and automation

Shilte AI enables businesses to configure AI agents, knowledge sources, customer support workflows and automated business processes. You remain responsible for how these capabilities are configured and used in your business.

You must not:

• Configure AI agents to knowingly mislead, defraud or impersonate people or organisations.
• Use AI to generate harmful, unlawful or abusive communications.
• Use automation to carry out unauthorised access, mass abuse or deceptive activity.
• Upload instructions or material intended to compromise systems or manipulate other users.
• Use AI outputs as a substitute for required professional review or legally required human decisions.
• Configure automated actions that you do not have authority to initiate.

You should review agent instructions, knowledge sources, customer-facing responses and automation rules before enabling them. You should also monitor their operation and correct inaccurate or inappropriate behaviour.

AI-generated content may be incomplete, inaccurate or unsuitable for a particular situation. You are responsible for deciding whether it is appropriate to use or communicate that content.

Additional requirements are set out in the AI Agents Terms and the applicable automation terms.

12. WhatsApp, websites and third-party integrations

Shilte AI may allow you to connect business communication channels, website widgets, WhatsApp Business services, CRM systems and other supported third-party applications.

When connecting or using an integration, you agree to:

• Connect only accounts, phone numbers and systems you own or are authorised to manage.
• Provide accurate integration details and complete applicable authorisation steps.
• Comply with the terms, policies and technical requirements of the relevant provider.
• Use customer contact information lawfully and respect applicable consent requirements.
• Keep integration credentials, access tokens and connected accounts secure.
• Disconnect integrations that you no longer control or have authority to use.

Shilte AI is an independent technology provider. Unless expressly stated otherwise, Shilte AI is not owned, operated, endorsed or controlled by third-party messaging, social media, payment or CRM providers.

Access to an external integration may be affected by the provider's policies, approvals, technical changes, restrictions or service availability.

13. Customer data, consent and privacy

If you use Shilte AI to collect, store, organise or process personal information, including customer names, phone numbers, email addresses, enquiries and conversation records, you must have a lawful basis and appropriate authority to do so.

You are responsible for:

• Providing appropriate privacy information to people whose data you collect.
• Obtaining consent where consent is legally required.
• Using personal data only for legitimate and disclosed purposes.
• Respecting requests and rights relating to personal information.
• Restricting access to customer data to authorised personnel.
• Maintaining appropriate retention and deletion practices.
• Ensuring that information supplied to AI agents is appropriate for the intended use.

You must not use Shilte AI to unlawfully collect, expose, sell, disclose or misuse personal information. You must not upload another person's sensitive or confidential information unless you have the necessary legal authority and safeguards.

The parties' respective data protection responsibilities depend on the nature of the services and the actual processing taking place. See the Privacy and Data Protection information for further details.

14. Content, documents and business information

You may submit or upload content to Shilte AI, including business descriptions, images, product information, service details, documents, customer support material, AI instructions and knowledge-base content.

You confirm that:

• You own the content or have permission to use and submit it.
• Your content does not unlawfully infringe intellectual property or other rights.
• Your content is not fraudulent, misleading, unlawful or harmful.
• You have authority to submit any personal or confidential information included in it.
• Your content is suitable for the intended business and customer-facing purpose.

You retain your rights in content you own. You grant Shilte AI the permissions reasonably necessary to host, process, display and use that content to provide, maintain, secure and improve the services, subject to applicable agreements and data protection requirements.

You are responsible for maintaining appropriate copies of important business material and ensuring that submitted content remains accurate and lawful.

15. Security and technical restrictions

You must not interfere with the integrity, availability or security of Shilte AI or its supporting systems.

Without express written permission, you must not:

• Probe, scan or test platform systems for vulnerabilities in a manner that could disrupt services.
• Attempt to gain unauthorised access to servers, databases, APIs or internal tools.
• Bypass usage limits, subscription controls, authentication or rate restrictions.
• Interfere with other users' accounts, workspaces, data or integrations.
• Introduce malicious scripts, automated attacks or harmful payloads.
• Copy, extract or systematically collect platform data through unauthorised methods.
• Use the platform in a way that places unreasonable load on its systems.

If you discover a potential vulnerability or security weakness, report it responsibly to Shilte AI and avoid accessing, changing, downloading or disclosing information that you are not authorised to access.

16. Monitoring, investigations and enforcement

Shilte AI may use reasonable technical, operational and administrative measures to protect the platform, investigate suspected misuse, enforce these terms and comply with legal obligations.

Where appropriate and lawful, these measures may include:

• Reviewing relevant account, security and system activity.
• Investigating reports of abuse, fraud, security incidents or policy violations.
• Verifying account ownership or requesting additional information.
• Restricting access to specific features, integrations or functions.
• Removing or disabling content that violates applicable requirements.
• Preserving relevant records where required for security, dispute resolution or legal compliance.

Any review or processing of personal information will be subject to applicable data protection obligations and the relevant privacy information.

17. Suspension, restriction and termination

Shilte AI may suspend, restrict or terminate an account or particular functionality where reasonably necessary to protect users, the platform, third parties or legal compliance.

Possible reasons include:

• A material breach of these terms or another applicable Shilte AI agreement.
• Suspected fraud, impersonation or unlawful activity.
• Compromised credentials or unauthorised account access.
• Abuse of AI agents, automation, messaging channels or integrations.
• Misuse of customer information or infringement of third-party rights.
• Repeated violations of platform restrictions or provider requirements.
• A legal requirement, security incident or material risk to the platform.

Where reasonably practicable and lawful, Shilte AI may provide notice of a restriction and an opportunity to address the issue. Immediate action may be necessary where there is a security threat, suspected unlawful activity, risk of harm or a requirement imposed by law or a third-party provider.

Restrictions may apply to the whole account or only to affected features, integrations, users or activities.

18. Account closure and data after termination

You may request account closure through the available account settings or by contacting Shilte AI. The request may require verification that you are the account owner or are otherwise authorised to make it.

Before closing an account, you should export or securely retain business information that you need, where export functionality is available. You should also review connected integrations, customer communications, outstanding transactions and any active workflows.

Following closure or termination, access to the account and its features may be disabled. Data may be retained, deleted or handled in accordance with applicable agreements, operational requirements, legal obligations and the relevant privacy and data retention practices.

Account closure does not automatically cancel separate obligations, outstanding payment responsibilities or commitments involving third-party services.

19. Third-party services and accounts

Certain Shilte AI features depend on services provided by external companies, including messaging providers, payment services, cloud infrastructure, website platforms and business software.

Your use of those services may be subject to separate terms, privacy notices, approval processes and technical requirements. You are responsible for complying with the obligations that apply to your own third-party accounts.

Shilte AI does not control every third-party service and is not responsible for independent decisions, restrictions, outages or changes made by those providers, except to the extent responsibility cannot lawfully be excluded.

20. Platform availability and changes

Shilte AI may update, maintain, improve, modify or discontinue features, integrations and technical components as part of operating the platform. Some changes may be necessary for security, reliability, legal compliance or compatibility with external providers.

Access may occasionally be interrupted by maintenance, technical faults, connectivity issues, infrastructure failures, third-party outages or circumstances outside reasonable control.

We will take reasonable steps to maintain and improve the service, but uninterrupted or error-free availability is not guaranteed unless a separate written agreement expressly provides otherwise.

21. Disclaimer and limitation of liability

You use Shilte AI subject to the applicable service terms. You are responsible for your account activity, your business operations, your submitted content, your customer communications and your use of connected services.

To the extent permitted by law, Shilte AI will not be responsible for losses arising from your failure to secure account credentials, unauthorised access caused by your acts or omissions, unlawful use of the platform, inaccurate information you provide, or actions taken by third-party services outside Shilte AI's reasonable control.

To the extent permitted by applicable law, Shilte AI's aggregate liability arising out of or relating to the services will be limited to the fees paid or payable by you for the relevant services during the twelve (12) months immediately preceding the event giving rise to the claim.

Nothing in these terms excludes or limits liability for fraud, wilful misconduct or any liability that cannot lawfully be excluded or limited. Nothing in these terms removes rights or remedies that applicable law does not permit a party to waive.

22. Governing law and general provisions

22.1 Governing law

These terms are governed by the laws of Kenya, subject to any mandatory legal protections or rules that apply to you.

22.2 Changes to these terms

Shilte AI may update these terms to reflect changes in its services, security practices, legal requirements or business operations. Updated terms will be published on the relevant website page with a revised update date. Where required, notice will be provided through an appropriate communication channel.

Your continued use of Shilte AI after updated terms take effect constitutes acceptance of the revised terms, to the extent permitted by law. If you do not agree, you should stop using the affected services.

22.3 Severability

If any provision of these terms is found to be invalid or unenforceable, the remaining provisions will continue to apply to the extent permitted by law.

22.4 No waiver

A failure or delay in enforcing a provision does not constitute a waiver of the right to enforce it later.

22.5 Entire agreement

These terms should be read together with the main Terms of Use and any applicable product-specific agreements. Where a separate written agreement expressly governs a particular service or account arrangement, that agreement will apply to the extent of any direct inconsistency.

23. Contact Shilte AI

If you have questions about these terms, need help securing an account, want to report suspicious activity or believe that an account has been accessed without permission, contact Shilte AI.