AI Agents &
Chatbot Services

For the purposes of these AI Terms:

• "AI Agent" means an automated or AI-assisted virtual assistant configured to communicate with users, answer questions, provide information or perform supported tasks.
• "Chatbot" means a conversational interface made available through a website, application, messaging channel or other supported digital interface.
• "Customer" means a person who communicates with an AI Agent operated by a business using Shilte AI.
• "Business Customer" means an individual, company, organisation or other entity that registers for or uses Shilte AI's business services.
• "Business Data" means information supplied by a Business Customer, including product details, service descriptions, prices, policies, documents, images and other business knowledge.
• "Customer Data" means information relating to individuals who interact with a Business Customer's AI Agent or chatbot.
• "AI Output" means text, recommendations, summaries, generated responses or other material produced by an AI system.
• "Channels" means the communication interfaces supported by Shilte AI, including website widgets and WhatsApp integrations.
• "Human Handoff" means the transfer or referral of a conversation from an automated assistant to an authorised human representative.
• "Third-Party Services" means services, platforms, APIs, communication networks, payment providers or software operated by entities other than Shilte AI.

Headings are provided for convenience and do not change the meaning of these terms. Words in the singular include the plural where the context requires.

By activating, configuring, accessing or using Shilte AI's AI Agent and chatbot services, you confirm that you have read and agree to these AI Terms.

If you use the services on behalf of a company or another organisation, you confirm that you are authorised to accept these terms on its behalf. In that situation, references to "you" may include that organisation.

These AI Terms apply to the AI Agent and chatbot functionality you access, including applicable website widgets, messaging integrations, conversational automation, AI-assisted recommendations and supported customer engagement features.

Separate terms may apply to other Shilte AI products, including payments, marketplace services, CRM tools, business automation and knowledge-base services.

Shilte AI provides technology that enables businesses to deploy AI-powered assistants across supported digital communication channels. Depending on the subscribed plan, configuration, permissions and availability, the services may include:

Features, usage allowances, supported channels and functionality may differ between subscription plans and configurations. Shilte AI does not guarantee that every feature will be available to every account.

We may introduce, improve, modify or discontinue features in accordance with the general Terms of Use.

Business Customers must provide accurate and current registration information and maintain appropriate access permissions for individuals using their account.

When configuring an AI Agent, the Business Customer is responsible for:

• Providing accurate business details and contact information.
• Configuring the assistant's instructions, communication behaviour and permitted tasks.
• Reviewing the business information and knowledge sources used by the assistant.
• Ensuring that the assistant is configured for the intended business and customer audience.
• Assigning appropriate access rights to staff and account administrators.
• Reviewing integrations, permissions and connected communication channels before activation.
• Monitoring the assistant's performance and updating outdated information.

You must not share account credentials with unauthorised persons. You are responsible for activities carried out through your account, except to the extent that applicable law provides otherwise or an incident results from Shilte AI's own failure to meet its obligations.

Shilte AI may require additional verification or configuration information before enabling particular integrations or features.

A Business Customer remains responsible for the business activities conducted through its AI Agent, including the accuracy of the information presented to customers and the products or services offered.

The Business Customer must:

• Ensure that business descriptions, prices, stock information, availability, opening hours and service details are accurate and current.
• Ensure that its AI Agent does not make misleading or unauthorised commercial promises.
• Provide clear and lawful information about products, services, delivery, bookings, cancellations and applicable policies.
• Ensure that any claims about qualifications, licensing, warranties or professional services are accurate.
• Maintain the necessary licences, registrations, permissions and authorisations for its business activities.
• Review AI-generated communications where human approval is appropriate or required.
• Provide a reasonable way for customers to contact the business where human assistance is needed.
• Handle customer complaints, fulfilment obligations, refunds and other commercial responsibilities.
• Ensure that staff and agents using the system comply with applicable laws and internal policies.

Shilte AI supplies the underlying technology and does not become the seller, service provider, employer, professional adviser or contracting party in the Business Customer's transactions merely because an AI Agent assists with a conversation.

AI Agents may communicate with customers, website visitors and prospective customers on behalf of a Business Customer. Such communications may include answering questions, presenting business information, collecting enquiries, recommending available products or services and assisting with supported processes.

Business Customers must ensure that automated interactions are appropriate for their intended purpose and do not misrepresent the assistant as a human representative. Where appropriate, customers should be informed that they are interacting AI-assisted system.

The Business Customer is responsible for the content of its offers, policies, representations and commitments communicated through the assistant. A conversation generated by an AI Agent does not automatically establish that the Business Customer has accepted a contract, reservation or other commitment unless the applicable business process and law provide otherwise.

Customers should avoid submitting unnecessary sensitive personal information through a chatbot. Business Customers should not request information that is not reasonably necessary for the relevant customer interaction.

Shilte AI supports WhatsApp-based business engagement through applicable integrations with the WhatsApp Business Platform and related Meta technologies. Availability depends on account eligibility, successful onboarding, permissions, platform requirements and applicable service configurations.

8.1 Independent technology provider

Shilte AI operates as an independent technology provider. Shilte AI is not Meta Platforms, WhatsApp or an entity owned, controlled or endorsed by Meta. Use of WhatsApp features remains subject to the applicable Meta and WhatsApp terms, policies and technical requirements.

8.2 Business Customer obligations

When connecting a WhatsApp number or deploying a WhatsApp AI Agent, the Business Customer is responsible for:

• Having the authority to connect and use the relevant business phone number.
• Completing applicable WhatsApp Business onboarding and verification requirements.
• Obtaining required customer opt-ins or other valid permissions before sending messages.
• Honouring opt-out requests and respecting customer communication preferences.
• Complying with applicable messaging windows, approved template requirements and platform restrictions.
• Ensuring that message content, products, services and campaigns comply with applicable policies and laws.
• Not using the integration for unsolicited spam, deceptive messages or prohibited content.

8.3 Message delivery and platform restrictions

Message delivery may depend on mobile networks, internet connectivity, Meta systems, account quality, customer settings, template approvals and other third-party conditions. Shilte AI does not guarantee delivery of every message or uninterrupted access to WhatsApp services.

Meta may impose restrictions, quality limits, account reviews, template rejections or suspension independently of Shilte AI. The Business Customer must address compliance issues relating to its own messaging practices.

8.4 Connected phone numbers and accounts

Business Customers must ensure that they are authorised to connect the relevant WhatsApp Business Account and phone number. They must not attempt to connect another person's number or account without proper authority.

Disconnection, migration, account restrictions or changes made through Meta may affect the availability of the WhatsApp integration.

Shilte AI uses artificial intelligence to generate responses, interpret enquiries, retrieve information and support business workflows. These systems may produce information that is inaccurate, incomplete, outdated, irrelevant or misleading.

9.1 AI-generated information

AI Outputs are generated using available instructions, business information, connected data and the capabilities of the underlying AI models. They should not automatically be treated as verified facts or binding business commitments.

9.2 Human review

Business Customers must use appropriate human oversight for important, sensitive or high-impact decisions and communications. They should review AI-generated content before relying on it for legal, financial, medical, safety-related or regulated matters.

9.3 No guaranteed outcomes

Shilte AI does not guarantee that an AI Agent will achieve a particular conversion rate, generate a specific number of leads, increase revenue, resolve every customer enquiry or eliminate the need for human customer support.

9.4 Professional advice

AI Agents are not substitutes for qualified lawyers, doctors, accountants, financial advisers or other regulated professionals. Business Customers must not represent an AI-generated response as professional advice unless it has been appropriately reviewed and authorised by a qualified person.

9.5 Automated actions

Where an AI Agent is authorised to trigger supported actions, including creating a lead, updating a record, initiating a booking workflow or retrieving order information, the Business Customer is responsible for configuring appropriate permissions, validation rules and approval requirements.

Actions involving payments, financial commitments, changes to important customer records or other consequential operations should use appropriate confirmation and authorisation controls.

Shilte AI may allow Business Customers to supply documents, product information, service descriptions, frequently asked questions, images, policies and other materials to inform the responses of their AI Agents.

The Business Customer is responsible for ensuring that it has the necessary rights and permissions to upload, store, process and use these materials.

Business Customers must not upload materials that:

• Infringe another person's copyright, trademark, privacy or other legal rights.
• Contain unlawful, fraudulent, defamatory or misleading information.
• Contain personal or confidential information without an appropriate legal basis and necessary permissions.
• Contain malicious code or files designed to compromise systems.
• Are intended to manipulate AI systems into violating these terms or applicable laws.

Business Customers are responsible for keeping their knowledge sources accurate and updated. Shilte AI is not responsible for incorrect responses resulting from outdated, incomplete or misleading business information supplied by a Business Customer, except where caused by Shilte AI's own breach of applicable obligations.

Uploaded materials remain subject to the applicable ownership, licence, privacy and data-processing provisions in the main Terms of Use and relevant agreements.

Depending on the available configuration, Shilte AI may support the transfer of customer conversations to a human representative, business staff member or connected support channel.

Business Customers are responsible for configuring handoff settings, providing valid contact or routing details and ensuring that the relevant staff members can respond to escalated enquiries.

Unless expressly agreed otherwise, Shilte AI does not operate the Business Customer's customer service department and does not guarantee that a human representative will be available at all times.

Business Customers must not imply that a customer has received human assistance when a conversation remains automated.

AI Agent conversations may involve personal information, contact details, enquiries, order information and other data supplied by customers or Business Customers. The handling of such information is subject to applicable privacy laws, the Shilte AI Privacy Policy and any relevant data processing agreement.

12.1 Business Customer responsibilities

Where a Business Customer determines why and how customer information is collected and used through its AI Agent, it is responsible for establishing an appropriate lawful basis, providing required privacy notices and obtaining consent where required.

Business Customers must collect only information reasonably necessary for the relevant purpose and must not use chatbot interactions to unlawfully collect, disclose or exploit personal information.

12.2 Shilte AI's role

Depending on the service and processing activity, Shilte AI may process personal information as a service provider or data processor on behalf of a Business Customer, or act in another legally recognised capacity for its own operational purposes. The applicable roles and responsibilities should be established in the relevant privacy and data-processing documentation.

12.3 Data security

Shilte AI applies appropriate technical and organisational measures intended to protect information against unauthorised access, disclosure, alteration or loss. No internet-based service can guarantee absolute security.

12.4 Sensitive information

Business Customers should not configure their AI Agents to request sensitive personal information unless the collection is necessary, lawful and supported by appropriate safeguards.

Further details are available in the applicable Privacy Policy and any relevant data processing agreement.

Shilte AI may connect AI Agents to third-party platforms and services, including messaging providers, AI model providers, CRM systems, databases, analytics services and other supported business tools.

The availability and functionality of an integration may depend on the third party's technical systems, terms, permissions, API access, account status, pricing and policies.

Business Customers must ensure that they have the necessary rights and permissions to connect their accounts and exchange data through an integration.

Third-party services may change their APIs, impose usage limits, suspend access or discontinue features. Such changes may affect the operation of connected AI Agent functionality.

Third-party products and services are governed by their own applicable terms and privacy policies. Shilte AI does not control independent third-party services and is not responsible for their independent acts or omissions, subject to applicable law and Shilte AI's own obligations.

You must use Shilte AI's AI Agent and chatbot services lawfully and responsibly. You must not use the services to:

• Send unsolicited spam, deceptive messages or unlawful marketing communications.
• Impersonate another person, business, organisation or public authority.
• Engage in fraud, phishing, scams, harassment, threats or unlawful discrimination.
• Generate or distribute unlawful, harmful or prohibited material.
• Collect personal information without an appropriate lawful basis.
• Bypass messaging restrictions, access controls or usage limits.
• Interfere with, damage or attempt to compromise Shilte AI or third-party systems.
• Use AI Agents to facilitate unlawful activities or mislead customers about products, services or business identity.
• Reverse engineer, exploit or attempt to gain unauthorised access to the underlying platform, except where applicable law expressly permits such activity.
• Use the services in a manner that violates applicable laws, regulatory requirements or third-party platform policies.

Shilte AI may investigate suspected misuse and take reasonable action to protect users, the platform, connected services and affected third parties.

15.1 Shilte AI technology

Shilte AI and its licensors retain their respective rights in the platform, software, interfaces, designs, branding, technology, underlying systems and related intellectual property, except for rights expressly granted to users under an applicable agreement.

These terms do not transfer ownership of Shilte AI's underlying technology to a Business Customer.

15.2 Business Customer materials

Business Customers retain their rights in business materials and content they lawfully own or control. They grant Shilte AI the limited permissions necessary to host, process, reproduce, transmit and use those materials to provide, secure, maintain and support the services, in accordance with applicable agreements.

15.3 AI-generated outputs

AI-generated content may be similar to material generated for other users and may not always qualify for intellectual property protection. Business Customers are responsible for reviewing AI Outputs before publishing, distributing or commercially relying on them.

Nothing in these terms grants permission to use third-party intellectual property without the required rights or authorisation.

Shilte AI aims to make its AI Agent and chatbot services available and reliable. However, access may occasionally be affected by maintenance, software updates, network interruptions, hosting issues, security incidents, third-party outages or other circumstances.

Shilte AI may carry out maintenance, updates, modifications and security measures that temporarily affect service functionality.

Support availability, response times and service commitments may depend on the applicable subscription plan or a separate written agreement.

Unless expressly agreed in writing, these AI Terms do not establish a guaranteed uptime percentage, dedicated support response time or service-level commitment.

Shilte AI may suspend, restrict or terminate access to an AI Agent or related functionality where reasonably necessary to:

• Address a material breach of these terms or the main Terms of Use.
• Prevent fraud, abuse, unlawful activity or security threats.
• Respond to a third-party platform restriction or integration suspension.
• Protect customers, Business Customers or the integrity of the platform.
• Comply with applicable law, a valid legal request or regulatory requirement.
• Address overdue payments or other contractual grounds where applicable.

Where reasonably practicable and legally permitted, Shilte AI will provide notice and an opportunity to address the issue before taking action. Immediate restrictions may be necessary where there is an urgent security, legal or platform integrity concern.

Business Customers may stop using the relevant services or terminate their account in accordance with the main Terms of Use and applicable subscription arrangements.

Termination does not automatically remove obligations that accrued before termination or provisions that are intended to survive it.

18.1 Technology provided on an as-available basis

To the extent permitted by law, AI Agent and chatbot functionality is provided on an as-available basis. Shilte AI does not warrant that AI Outputs will always be accurate, complete, uninterrupted or suitable for every business purpose.

18.2 Business decisions and customer commitments

Business Customers remain responsible for decisions made using AI-generated information and for the accuracy of their commercial communications. Shilte AI does not guarantee business performance, sales, customer satisfaction or specific commercial results.

18.3 Limitation of liability

To the extent permitted by applicable law, Shilte AI shall not be liable for indirect, incidental, special or consequential losses, including loss of anticipated profits, business opportunities, goodwill or data, arising from the use of the AI Agent services.

Subject to mandatory legal requirements, Shilte AI's aggregate liability arising from or relating to these AI Terms shall not exceed the total fees paid or payable by the relevant Business Customer to Shilte AI for the affected services during the twelve months 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 under applicable law.

19.1 Relationship with the main Terms of Use

These AI Terms form part of the main Shilte AI Terms of Use. They should be interpreted together with applicable product terms, privacy documentation and written agreements.

19.2 Changes to these AI Terms

Shilte AI may update these terms from time to time to reflect changes in the services, technology, applicable law or business operations. Updated terms will be published on the relevant legal page with a revised update date. Where required by law or contract, appropriate notice will be given

19.3 Severability

If any provision is found to be unlawful or unenforceable, that provision shall be interpreted or limited to the minimum extent necessary, and the remaining provisions shall continue to apply.

19.4 No waiver

Failure or delay in exercising a right under these terms does not constitute a waiver of that right.

19.5 Governing law

These AI Terms are governed by the laws of Kenya, subject to applicable mandatory legal protections. Disputes shall be handled in accordance with the dispute resolution provisions of the main Shilte AI Terms of Use.

If you have questions, concerns or legal notices relating to these AI Agent and Chatbot Terms, you may contact Shilte AI Ltd using the details below.

For general platform conditions, visit the main Terms of Use.