Automation & Business Intelligence

2. Definitions

In these terms:

• Shilte AI, Shilte, we, us or our means Shilte AI and the entity operating the relevant platform services.
• Customer, you or your means the business, organisation or authorised individual using the services.
• Platform means Shilte AI's websites, applications, dashboards, APIs and related technology.
• Automation means a configured sequence of tasks, rules, triggers, conditions or actions executed through the platform or connected services.
• Workflow means a set of instructions that determines how an automated process operates.
• Business Data means information submitted to, generated through or processed by your use of the services.
• Third-Party Service means an external provider, application, platform, API or payment service connected to Shilte AI.
• AI Output means content, classifications, recommendations, summaries or other results generated with the assistance of artificial intelligence.
• Authorised User means a person permitted by you to access your business account or use its features.

3. Acceptance and scope

By activating, configuring, accessing or using the automation and business intelligence features, you agree to these terms. If you use the platform on behalf of an organisation, you confirm that you have authority to bind that organisation.

If you do not agree, you must not activate or use the affected functionality. Some features may also be governed by additional terms, service descriptions, account settings or commercial agreements.

Where terms conflict, mandatory law takes priority. Product-specific terms apply to their subject matter, and any written agreement signed by the parties takes priority to the extent of an actual conflict.

4. Services covered

Depending on your subscription, configuration and enabled modules, Shilte AI may provide:

• Visual or rule-based workflow configuration and execution.
• Lead capture, routing, assignment and follow-up processes.
• Customer record and CRM synchronisation.
• Automated notifications and customer communications.
• Booking, order and operational process management.
• Payment workflow initiation and transaction status handling.
• Connections to supported APIs and third-party business tools.
• Business dashboards, activity summaries and performance analytics.
• AI-assisted classification, recommendations and information processing.

Features may vary by plan, account permissions, location, technical compatibility and third-party availability. A feature displayed in marketing material is not necessarily enabled on every account.

5. Workflow creation and configuration

You may be able to create, edit, activate, pause or delete workflows using the available platform tools. You are responsible for ensuring that each workflow reflects your actual business requirements.

Before activating a workflow, you should:

• Confirm that its trigger, conditions and actions are correct.
• Check that connected accounts and destination records are correct.
• Test the workflow using suitable test information where possible.
• Confirm that messages and actions are appropriate for their recipients.
• Check that required permissions, approvals and legal notices are in place.
• Monitor execution and correct errors when they arise.

Shilte AI is not responsible for incorrect business instructions, misconfigured workflows, inaccurate source data or unintended outcomes caused by settings selected or approved by you.

6. Triggers, conditions and automated execution

Workflows may run when specified events occur, including a new lead, customer message, booking request, order update, payment notification or change in a connected system.

Execution may depend on event delivery, data availability, permissions, system capacity, network connectivity and the availability of connected services. An event may be delayed, duplicated, incomplete or not delivered.

You must not assume that a workflow has completed merely because it was activated or a trigger was received. Where a business action is important, verify its completion using the relevant system or records.

7. AI-assisted automation and intelligent decisions

Some workflows may use AI to interpret messages, classify enquiries, extract information, generate responses, summarise records or recommend next steps.

AI-generated results are probabilistic and may be incomplete, misleading, outdated or incorrect. They may misunderstand context, instructions, language, customer intent or business information.

You are responsible for:

• Reviewing AI outputs before relying on them for important decisions.
• Checking generated communications where accuracy is important.
• Providing suitable instructions, knowledge and reference information.
• Ensuring that AI is not used as the sole basis for decisions requiring professional judgement or legally mandated human review.
• Maintaining appropriate human oversight for sensitive or consequential processes.

Unless expressly agreed in writing, Shilte AI does not provide legal, medical, financial, tax or other regulated professional advice through AI-generated content.

8. CRM connectors and customer records

Where available, Shilte AI may capture, organise, update, assign or transfer leads and customer information between your account and connected systems.

You authorise the platform to perform the actions you configure, including creating or updating records, assigning leads, adding notes and sending permitted notifications.

You are responsible for the accuracy of customer information, duplicate record management, access permissions, retention decisions and the lawful basis for collecting and using customer data.

You should confirm that connected systems have received important updates. Differences between systems may arise from permissions, connection failures, conflicting records or third-party limitations.

9. Third-party integrations and external services

Shilte AI may connect with external services through APIs, webhooks, account authorisations or other supported integration methods. Examples may include messaging providers, CRM platforms, business applications and payment providers.

Your use of a third-party service may be subject to that provider's own terms, privacy policies, technical restrictions and fees. You are responsible for maintaining any external account and permissions required for your integration.

Shilte AI does not control third-party services and cannot guarantee their continued availability, functionality, compatibility, security or performance. An external provider may change, restrict, suspend or discontinue its API or service.

We may modify, suspend or remove an integration where reasonably necessary for security, compliance, technical or operational reasons.

10. Payment workflows and M-Pesa automation

Where enabled, workflows may initiate payment requests, including supported M-Pesa STK Push processes, and process payment-related status notifications.

Initiating a payment request does not mean that payment has been completed. A customer may cancel, decline, fail to complete or experience an unsuccessful transaction. Network delays and provider callback failures may also affect status updates.

You must verify successful payment using the authoritative transaction confirmation or relevant payment records before releasing goods, providing services, confirming paid bookings or marking an invoice as settled.

You are responsible for the accuracy of payment amounts, customer references, business payment details, applicable charges, refunds and reconciliation. Shilte AI does not guarantee that a payment provider will approve or complete a transaction.

Additional rules concerning payment processing, refunds, fees and payment responsibilities are set out in the Payments Terms.

11. Booking, order and business process automation

Automation may support booking requests, appointment scheduling, order updates, customer notifications and other operational processes.

A request, notification or automated acknowledgement does not necessarily constitute a confirmed booking, accepted order, completed delivery or binding commercial agreement. Confirmation depends on the applicable business rules and the relevant provider's acceptance.

You are responsible for maintaining accurate availability, prices, stock, service descriptions, schedules, cancellation rules and fulfilment information. You must promptly correct inaccurate information that could mislead customers.

Where a workflow communicates on your behalf, you remain responsible for the commitments and representations made through that workflow.

12. Business intelligence, analytics and reporting

Shilte AI may provide dashboards, reports, charts, activity metrics, summaries and other tools to help you understand business performance. Depending on the enabled features, these may cover leads, conversations, customer engagement, workflows, bookings, orders or payments.

Reports may rely on submitted information, connected systems, automated classifications, processing rules and available event data. Results may be delayed, incomplete or affected by missing or inconsistent records.

Analytics are provided for operational and informational purposes. They are not automatically audited financial statements, tax records, legal opinions or guarantees of future performance.

You remain responsible for checking important figures and obtaining professional advice where required for financial, tax, regulatory or investment decisions.

13. Business data, customer information and privacy

You retain responsibility for the information you submit, connect or instruct Shilte AI to process. You must ensure that you have the necessary rights, permissions and lawful basis to collect, disclose and use that information.

Depending on the circumstances and applicable data protection law, you may act as a data controller and Shilte AI may act as a data processor for certain processing activities. The actual roles depend on the nature and purpose of the processing.

You must provide appropriate privacy notices, obtain required consents or other lawful permissions, respect customer rights and configure your workflows in accordance with applicable data protection requirements.

Shilte AI will handle personal information in accordance with its Privacy and Data Protection Terms and applicable privacy notices.

Do not submit sensitive, confidential or regulated information unless the relevant feature is suitable for that information and you are authorised to process it through the platform.

14. User access, permissions and authorisation

You are responsible for controlling access to your business account, workflows, integrations and connected systems. Only authorised individuals should be given access to operational features.

• Keep login credentials and access tokens confidential.
• Assign permissions according to each user's responsibilities.
• Remove access when a user no longer requires it.
• Review permissions granted to connected applications.
• Notify Shilte AI promptly if you suspect unauthorised access.

Actions performed through your account may be treated as actions authorised by you unless you establish otherwise and notify us promptly.

15. Business Customer responsibilities

When using automation and business intelligence services, you agree to:

• Use the platform lawfully and for legitimate business purposes.
• Provide accurate and appropriately maintained source information.
• Review and test workflows before relying on them in live operations.
• Monitor important automated actions and investigate failures.
• Ensure customer communications are lawful, accurate and appropriate.
• Obtain necessary permissions before connecting external accounts or data sources.
• Maintain suitable backups and independent business records.
• Comply with applicable consumer protection, privacy, marketing and industry regulations.

You are responsible for your products, services, prices, customer promises, staff actions and business decisions, even when supported by automated tools.

16. Security and system integrity

You must not interfere with the platform, attempt unauthorised access, bypass security controls, disrupt services or misuse integrations. You must not introduce malicious code, exploit vulnerabilities or use automation to conduct unlawful activity.

Shilte AI may apply technical safeguards, access restrictions, monitoring and operational controls to protect the platform, users and connected services.

No online system can be guaranteed to be completely secure. You should maintain appropriate security practices, protect your credentials and report suspected security incidents promptly.

17. Acceptable use and prohibited activities

You must not use automation or intelligence features to:

• Send unlawful, deceptive, fraudulent, threatening or harassing communications.
• Send unsolicited bulk messages or bypass messaging consent requirements.
• Impersonate another person, business or organisation.
• Collect, expose or process personal information without proper authority.
• Make unauthorised payments, financial requests or account changes.
• Manipulate analytics, falsify records or misrepresent business performance.
• Access systems, accounts or data without permission.
• Distribute malware, malicious links or harmful automated instructions.
• Violate intellectual property, privacy or other legal rights.
• Use the platform in a way that creates unreasonable risk to customers, third parties or Shilte AI.

We may investigate suspected misuse and take proportionate action, including restricting affected workflows or accounts where necessary.

18. Ownership of platform, workflows and business data

Shilte AI and its licensors retain their rights in the platform, software, interface, underlying technology, branding, documentation and related intellectual property, except where rights are expressly granted to you.

Subject to applicable law and third-party rights, you retain your rights in Business Data that you provide to the platform. You grant Shilte AI the limited rights necessary to host, process, transmit and use that data to provide, secure and maintain the services.

You are responsible for ensuring that your data, uploaded materials, workflow instructions and connected content do not infringe another person's rights.

AI-generated content may not be unique and may require independent review. You are responsible for determining whether an output is suitable for your intended use and whether any third-party rights apply.

19. Availability, maintenance and support

Shilte AI aims to maintain reliable services but does not guarantee uninterrupted, error-free or continuous availability of every automation feature, integration or report.

Access may be affected by maintenance, upgrades, technical incidents, internet connectivity, infrastructure providers, security measures, third-party services or circumstances beyond our reasonable control.

Support availability and response arrangements may depend on your subscription or a separate written agreement. No specific uptime, recovery time or response-time commitment applies unless expressly agreed in writing.

20. Suspension, restriction and termination

Shilte AI may suspend, restrict or disable an affected feature, integration or account where reasonably necessary to:

• Address a security threat, suspected fraud or unauthorised access.
• Respond to unlawful activity or a credible risk of harm.
• Prevent misuse or protect the platform and other users.
• Comply with legal obligations or valid authority requests.
• Address a material breach of these terms or applicable product terms.
• Respond to the suspension or withdrawal of a required third-party service.

Where reasonably practicable, we may provide notice and an opportunity to address the issue. Immediate action may be necessary where delay could create significant risk.

You may stop using the relevant services in accordance with the applicable account and subscription terms. Ending access does not automatically cancel obligations or liabilities that arose before termination.

Data export, retention and deletion following termination are governed by applicable product settings, our privacy terms and mandatory law.

21. Disclaimers and limitation of liability

To the extent permitted by law, automation, analytics, AI outputs and integrations are provided on an available and as-provided basis. We do not warrant that every workflow will execute successfully, every integration will remain compatible or every report will be complete or error-free.

Shilte AI is not responsible for business losses resulting from inaccurate instructions, incorrect source data, unverified AI outputs, misconfigured workflows, customer decisions or failures of third-party services, except to the extent directly caused by our breach of an applicable legal obligation.

To the extent permitted by law, Shilte AI will not be liable for indirect, incidental, special or consequential losses, including loss of anticipated profits, business opportunities, goodwill or data.

To the extent permitted by applicable law, Shilte AI's aggregate liability arising from the affected services will not exceed the fees paid or payable by you for those services during the twelve months immediately before 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 removes rights that mandatory consumer or other applicable law protects.

22. General provisions

Changes to these terms

We may update these terms to reflect changes in the platform, technology, business operations or legal requirements. Updated terms will be published on the relevant website or platform page with a revised effective date. Where required by law, we will provide additional notice or obtain consent.

Applicable law

These terms are governed by the laws of Kenya, subject to mandatory legal protections that may apply. Disputes will be handled by the competent courts of Kenya unless applicable law requires another process or forum.

Severability

If any provision is found unenforceable, the remaining provisions will continue to apply to the extent permitted by law.

No waiver

A failure or delay in exercising a right does not amount to a waiver of that right.

Entire agreement

These terms, together with the main Terms of Use and applicable product-specific agreements, form the agreement governing the services covered here.