Acceptable use policy

This policy applies to every workspace, user and customer conversation on Hushdesk. It forms part of our Terms of service. It covers the whole product, and it has extra rules for the AI features: the AI Agent (chatbot), “Draft with AI”, Ask AI and ticket summaries.

1. General rules

Do not use Hushdesk to:

• break the law, or help anyone else to;
• send spam, phishing, scams or unsolicited bulk messages;
• infringe copyright, trademarks, privacy or other rights;
• harass, threaten, defame or discriminate against anyone;
• spread malware or attack, overload or probe our systems;
• try to reach accounts, workspaces or data that are not yours.

2. Prohibited uses of the AI features

You must not use the AI chatbot, AI-generated replies or any other AI feature to:

• Create or send sexually explicit or pornographic content of any kind. This includes erotic role-play, sexual solicitation, and any sexual content involving minors, which is banned absolutely and reported to the authorities.
• Produce content that is hateful, harassing, or that promotes violence, self-harm, terrorism or other illegal activity.
• Sell or support illegal goods or services, weapons, drugs or counterfeit products.
• Deceive people, for example by impersonating another person or business, or by pretending to be a human when a customer sincerely asks whether they are talking to an AI.
• Give medical, legal or financial advice as if it came from a licensed professional.
• Collect sensitive data (such as card numbers, passwords or government IDs) through the chat.
• Make fully automated decisions that have legal or similarly significant effects on a person, without human review.
• Probe, jailbreak or manipulate the AI to get around these rules, or to extract our prompts, keys or other customers’ data.
• Train or fine-tune other AI models on output from Hushdesk.

3. No sexually explicit (NSFW) content

Hushdesk is a customer support product for online stores. Sexually explicit content has no place in it, whether it is written by a person, by the AI, or sent by a shopper.

• Every AI feature is instructed to answer only customer-support questions about the store and its orders, and to decline sexual, explicit or otherwise inappropriate requests.
• The AI providers we use apply their own content safety filters on top of that.
• If a shopper sends explicit or abusive content, the AI does not continue the conversation in that direction, and agents can hand the ticket to a person, block the sender or report it.
• AI replies are only a draft until you send them, unless you turn on Autopilot. You stay responsible for what goes out under your store’s name, so review drafts and keep Autopilot to the topics you trust it with.

Stores that sell adult products must not use the AI features to produce or send sexually explicit descriptions, images or conversations.

4. Your responsibilities

• Tell your customers when they are chatting with AI.
• Keep the AI’s allowed topics and tone settings current, and check its replies regularly.
• Remove or correct anything in your knowledge base that would lead the AI to break this policy.
• Do not give AI access to data you are not allowed to process.

5. How we enforce this

We monitor usage in aggregate and review individual conversations only when a report, a safeguard alert or a legal duty requires it. If we find a breach we may:

• pause the AI features for the workspace;
• remove content;
• suspend or close the workspace, with a reason, unless the law or safety makes that impossible;
• report illegal content to the authorities.

Serious or repeated breaches may be acted on immediately. If you think we got it wrong, write to us and we will look again.

6. Reporting abuse

Report a breach of this policy, or something harmful that the AI produced, to support@hushdesk.tech. Include the workspace, the time and a screenshot if you can. We aim to respond within two working days, and sooner for anything involving children or immediate harm.

7. Changes

We may update this policy. We will give account owners at least 30 days’ notice of any change that makes the rules stricter, except where the law or safety requires faster action.

Contact: support@hushdesk.tech