This Acceptable Use Policy ("Policy") explains what you may and may not do with Pivot Assist's AI voice receptionist, dashboard, phone numbers, and text messages (together, the "Service"). It is part of your agreement with Pivot Assist LLC ("Pivot Assist," "we," "us"). That agreement is either the Terms of Service you accept when you sign up online, or the AI Voice Agent Services Agreement you sign with us (either one, your "Agreement"). Terms defined in your Agreement have the same meaning here. If this Policy conflicts with your Agreement, your Agreement controls.
"You" means the business that holds the account. You are responsible for how your receptionist is set up, and for everyone who uses your account, including your employees and contractors.
1. What the Service is for
The Service answers inbound calls to your business. It greets callers, answers questions from the information you give it, books appointments, takes messages, and transfers calls to the people you choose. Pivot Assist also sends a small set of text messages itself: account alerts to you, and appointment texts to callers who agree to them during the call.
You may use the Service only for lawful business purposes and only in ways that comply with the laws that apply to you and to your callers.
2. No outbound calls or telemarketing
The Service does not place calls or send texts on your behalf, and you may not use it, or try to make it, do so. This includes telemarketing, robocalls, prerecorded or artificial-voice calls, sales or collection calls, and calls or texts to numbers on any Do Not Call list.
3. Telling callers about recording and the automated assistant
Every call starts with a notice that the call may be recorded and that the caller is speaking with an automated assistant: "Hi, this call may be recorded, and I'm an automated assistant. You've reached [your business name]…"
- The notice always plays first. It can't be removed, shortened, delayed, reworded, or turned off, and you may not set up or instruct the Service to get around it. You may add to the greeting after it.
- You may not instruct your receptionist to say or suggest that it is a person, or to deny that it is automated when a caller asks.
- You must give callers who don't want to continue with an automated assistant or a recorded call another way to reach you, such as a transfer number or a direct line.
- The notice is a baseline, not legal advice. California requires the consent of all parties to record a confidential call (Cal. Penal Code § 632), and California and other states restrict using automated systems to mislead people about whether they are talking to a person. Some states, countries, or types of calls may require more, such as a caller's express consent. You are responsible for any additional notice or consent the law requires for your business and your callers.
4. Businesses that can't use the Service
4.1 Healthcare involving protected health information. We do not offer a HIPAA Business Associate Agreement. You may not use the Service if your business is a HIPAA covered entity or business associate, or if callers would share protected health information through it. This includes medical, dental, chiropractic, mental-health, therapy, physical-therapy, optometry, pharmacy, and addiction-treatment practices, and any business that schedules appointments tied to a person's symptoms, diagnosis, treatment, or prescriptions. Veterinary clinics may use the Service, because animal health records are not protected health information; they still may not collect pet owners' own health information.
4.2 Businesses that phone carriers won't carry texts for. Pivot Assist sends appointment texts to callers under its own registered messaging program. U.S. phone carriers forbid texts connected with certain kinds of businesses, and a problem caused by one business can shut off texting for every Pivot Assist customer. For that reason, you may not use the Service if your business mainly:
- sells or promotes cannabis, CBD, kratom, or drug paraphernalia, even where it is legal;
- offers gambling, betting, sweepstakes, or sports picks;
- offers payday or other short-term high-interest loans, cryptocurrency, or stock or investment-trading platforms;
- collects debts for others, or offers debt consolidation, debt relief, or credit repair;
- buys, sells, or generates consumer leads for other companies;
- sells firearms or ammunition, vaping products or e-cigarettes, or tobacco;
- promotes work-from-home, "get rich quick," or pyramid-style programs; or
- sells essays, exam answers, or other academic-fraud services.
This list follows our messaging provider's forbidden-category rules. If carriers or our providers restrict another category, we may decline or close accounts in that category, with notice.
5. Information your receptionist must not collect
You may not set up or instruct the Service to ask for, record, or repeat back:
- payment card numbers, bank account or routing numbers, or other financial-account numbers (send callers to a person or a separate secure payment process instead);
- Social Security numbers, driver's license or passport numbers, or other government ID numbers;
- passwords, security codes, or other login credentials;
- a person's health information (see Section 4.1);
- personal information about anyone under 16, unless a parent or guardian has given verifiable consent; or
- sensitive information such as race or ethnicity, religion, political views, union membership, sexual orientation or sex life, genetic data, or biometric identifiers.
You may not use the Service to identify or verify callers by their voice (voiceprints). If any of this information reaches the Service anyway, tell us promptly at support@getpivotassist.com so we can help remove it.
6. Emergencies and safety
The Service is not an emergency service, and no one at Pivot Assist monitors calls as they happen.
- You may not use the Service for life-safety or emergency-dispatch purposes, such as 911 or other public-safety answering, alarm or medical-alert monitoring, crisis or suicide hotlines, or poison control.
- Businesses that handle urgent service requests, such as water damage, lockouts, or no-heat calls, may use the Service to take and route those requests. You remain responsible for responding to them.
- Your receptionist is set up to tell callers who describe a gas smell, carbon-monoxide alarm, fire, sparks, or injury to get to safety and call 911. You may not remove that instruction or tell your receptionist to discourage anyone from calling 911.
- Keep your transfer numbers current and answered by someone who can act on urgent calls.
7. Honest, accurate setup
- You may set up the Service only for a business you own or are authorized to represent, under that business's real name.
- Your business information, hours, prices, and policies must be accurate and current. You may not set up your receptionist to make false or misleading statements, including about prices, services, licenses, insurance, or availability.
- Your receptionist may share general information you provide and book callers with your staff. You may not set it up to give individualized legal, medical, financial, tax, or mental-health advice.
- You may use only the voices we provide. You may not use the Service to imitate a real person's voice or identity.
- You may not set up the Service to treat callers differently based on race, color, religion, sex, national origin, disability, age, or any other characteristic protected by law.
- You may not rely on the Service alone to make decisions with legal or similarly significant effects on a person, such as decisions about housing, employment, credit, or insurance. A person must review those decisions.
8. Text messages
Pivot Assist runs two text programs, described in Sections 14 and 15 of our Terms of Service and at getpivotassist.com/legal/sms-callers.
- Caller texts. Pivot Assist sends appointment texts only to callers who say yes on the call. Agreeing to texts is never a condition of booking, and you may not make it one or instruct your receptionist to. A caller's yes covers only Pivot Assist's texts. It does not permit you or anyone else to text that caller, and you may not treat it as consent for your own messages. You may not try to put links, phone numbers, promotions, or other content into these texts, including through your business name or settings, and you may not ask us to text anyone who did not agree or who has replied STOP.
- Account alerts. You may sign up for text alerts only with a mobile number you are authorized to use.
- Your own texts. If you text callers through any other tool, that is your own program, outside the Service, and you must get your own consent.
9. Phone numbers and transfers
- You may port a number into the Service only if you have the right to do so, and the information you give for the port must be accurate.
- Transfer numbers must be U.S. or Canadian numbers that you are authorized to use and that your business answers. You may not use premium-rate, pay-per-call, international, or conference numbers, or any number set up to generate call charges or revenue.
- You may not generate artificial calls to the Service (for example, with autodialers, call loops, or repeated test calls), except for reasonable testing of your own setup.
- You may not alter or falsify caller ID or the origin of any call or message.
10. Prohibited conduct
You may not use the Service to:
- defraud, scam, or phish anyone, or impersonate any person, business, or government agency;
- harass, threaten, abuse, or intimidate anyone, or promote violence or hatred;
- offer or promote illegal goods or services, including anything involving human trafficking, sexual exploitation, or the abuse of children;
- mislead people about voting or interfere with an election;
- infringe anyone's intellectual property, privacy, or publicity rights;
- record, monitor, or collect information from callers in any way the law doesn't allow; or
- violate export-control or sanctions laws, or let anyone in a sanctioned country, or on a U.S. government restricted-party list, use the Service.
11. Security and the platform
You may not:
- share your login with anyone outside your business, or use your account to provide the Service to other businesses without our written agreement;
- access, or try to access, another customer's account or data, or any part of the Service you aren't authorized to use;
- probe, scan, or test the Service for vulnerabilities, or run load tests, without our written permission (if you find a security issue, please report it to us);
- get around rate limits, usage limits, bot protection, or login security, or create accounts by automated means;
- upload or introduce malware, or interfere with the Service or other customers' use of it; or
- scrape, copy, or reverse engineer the Service, or use the Service or its output (including prompts, transcripts, and voice audio) to build or train a competing product or AI model.
Tell us within 48 hours if you believe your account has been compromised.
12. Our providers' rules
The Service runs on phone carriers and other providers for messaging, voice AI, hosting, calendars, and payments. Their rules also apply to how the Service is used. If a provider requires us to restrict a feature or an account, we may do so.
13. Reporting problems
Report suspected violations of this Policy, abuse, or security issues to support@getpivotassist.com. Include the phone number involved, the dates and times, and what happened. Callers who believe the Service was misused may use the same address.
14. Enforcement
We may investigate suspected violations, including by reviewing your account settings and the records related to the suspected violation. If we find a violation, we may:
- warn you or require you to change your setup;
- turn off a feature, phone number, or text messages;
- suspend your account; or
- terminate your account.
We will normally tell you first and give you a chance to fix the problem. We may act immediately when a violation is serious or illegal, harms callers, or puts the Service, our phone numbers, or our text programs at risk. We may report illegal activity and cooperate with law enforcement. Suspension and termination are handled under your Agreement. You are not entitled to any refund beyond what your Agreement provides, and fees you owe remain due.
15. Changes to this Policy
We may update this Policy and will post each new version with a new "Last updated" date. If a change adds a material new restriction, we will give you at least 30 days' notice by email or in your dashboard before it applies to you, unless a law, court order, phone carrier, or one of our providers requires the change sooner. Continuing to use the Service after a change takes effect means you accept it.
Contact
Pivot Assist LLC · support@getpivotassist.com · getpivotassist.com/contact