Acceptable Use Policy

The short version

We answer your phone for you. This page is the short list of things the service must never be used for, and the things you have to keep true so that it stays honest to your callers. The first one is the one that matters most.

Emergencies

The service is not a triple-zero substitute and must not be positioned as one.

Do not advertise, divert or configure it as an emergency line, a safety line, or an after-hours line for anything where a delay could hurt somebody. It answers a phone, takes details and tells you about them. It does not dispatch, it does not attend, and it cannot judge how urgent a caller really is.

If a caller has an emergency they should hang up and call 000. If your business takes genuinely urgent work — a burst main, a lock-out, a failed cool room — the agent can flag it and get it in front of a human faster, and that is worth having. It is not the same thing as an emergency service and must never be sold to your callers as one.

What the agent does with urgency is repeat it, not rate it. It passes on what the caller said was urgent, in the caller's own words, and gets it to you faster. It does not assess how serious anything is, and nothing in what it sends you is a judgement about risk — that judgement is yours. Those two sentences are not in tension: flagging is a message, triage is a decision, and the agent only ever does the first.

What the service must not be used for

• Anything unlawful, or to help anyone else do something unlawful.
• Outbound spam, telemarketing, robocalling, or any use that would breach the Spam Act or the Do Not Call Register rules. We answer calls; we are not a dialler.
• Handling emergency-services calls, as above.
• Harassing, threatening, deceiving or defrauding the people who call you.
• Impersonating another business, or presenting the agent as a named individual who does not exist.
• Diverting a number you do not have the right to divert.
• Attempting to break, overload, reverse-engineer or extract data from the service, or probing accounts that are not yours. That includes the text chat on this website: try to catch the agent out as hard as you like — that is what it is there for — but automating it, or running it at volume, is using our bill as your own.

What you have to keep true

The agent says what you told it to say. That is the product, and it is also where the responsibility sits.

• Your configuration is yours. Prices, call-out fees, service areas, guarantees, licence and insurance claims, response times. If you list a fee, the agent will quote that fee to a caller. Keep it true and keep it current.
• Do not configure it to give professional advice — medical, legal, financial, engineering or anything else where being wrong causes harm. It captures information; it does not advise.
• Do not configure it to enter contracts or take payments on your behalf. It does not do this, and it must not be described to callers as though it does.
• Tell your own staff that calls to the diverted line are answered and recorded by the service, where the law requires you to.

Being honest with callers

These are not settings you can turn off, because they are the reason the thing is trustworthy:

• Every call our agent answers begins by saying it is recorded.
• Asked whether it is a person, the agent says plainly that it is not. You cannot configure it to claim otherwise.
• Asked something it has not been told, it says so and captures the question rather than inventing an answer. Do not ask us to change that.

Your callers

The people who ring you did not sign up to anything. Whatever you do with the recordings, transcripts and contact details we hand you has to comply with the Australian Privacy Principles, and our Privacy Policy sets out what we do with them at our end. Do not use captured caller details for marketing they did not agree to.

If this policy is broken

We would rather ring you than switch anything off, and in almost every case a misconfiguration is a mistake rather than a decision. So: we contact you, we tell you what we have seen, and we give you a chance to fix it.

Where use is unlawful, where it puts callers at risk, or where it is not fixed after we have asked, we may suspend the service on that account. Your number is not affected by this — we do not port, hold or control it, and removing your divert is one dial code, so a suspension at our end never leaves your phone unable to ring.

Contact

Something on this page unclear, or a use you are not sure about? Ask before you build on it: support@agents247.io, or ring the human number in the footer. (Questions about personal information specifically go to privacy@agents247.io, which is where our Privacy Policy points.)