This Acceptable Use Policy ("AUP") applies to everyone who uses Vocenya, operated by DRAKB LLC, doing business as Vocenya and GH Business Solutions ("Vocenya", "we", "us"). It is part of our Terms of Service. Words defined there mean the same here.
Vocenya places and answers calls, sends and receives texts and WhatsApp messages, and runs website chats for your business. Carriers, regulators and the people you contact hold us to high standards, so we hold you to them too. If you are unsure whether something is allowed, ask us first at [email protected].
1. Use Vocenya lawfully
You must follow every law and carrier rule that applies to your calls, texts and chats, including the Telephone Consumer Protection Act (TCPA), the Telemarketing Sales Rule, the CAN-SPAM Act, state telemarketing, recording and privacy laws, HIPAA where it applies to you, and the rules of the CTIA and the carriers that deliver your messages.
2. Prohibited uses
You must not use Vocenya to:
- Send spam, or call or text anyone using purchased, rented, scraped or shared lists.
- Place calls or send texts that are harassing, threatening, abusive, hateful, sexually explicit or defamatory.
- Promote or sell illegal goods or services, or content carriers prohibit on business messaging, including cannabis, illegal drugs, firearms sales where restricted, gambling where unlicensed, high-risk financial offers such as payday loans and debt relief, third-party lead generation, and "get rich quick" schemes.
- Commit or assist fraud, phishing, or the collection of passwords, payment card numbers or other sensitive information under false pretenses.
- Spoof caller ID or sender names, or hide who is calling or texting.
- Impersonate any person, business or government agency, or misrepresent your affiliation with anyone.
- Infringe anyone's intellectual property or privacy rights, or record people where the law does not allow it.
- Send malware, or probe, overload, scan or interfere with Vocenya, our carriers or anyone else's systems.
- Resell or share Vocenya numbers, accounts or API keys without our written permission.
3. Outbound calls
Vocenya's outbound calling tools are for calls your contacts expect, such as callbacks, appointment reminders and follow-ups with people who asked to hear from you.
- Consent. You must have the consent the law requires before you call. Calls that use an artificial or AI voice need prior express consent, and prior express written consent for telemarketing. Keep records of every consent and give them to us on request.
- Do Not Call. Honor the National Do Not Call Registry, state lists, and every request to stop calling, immediately and permanently. Vocenya checks consent and Do-Not-Call records before calling, but you remain responsible for the lists you upload.
- Calling hours. Vocenya's outbound calling only dials between 8 a.m. and 8 p.m. in the recipient's local time (in every time zone their number may be in), which is stricter than the federal 8 a.m. to 9 p.m. window. Do not try to work around this limit.
- Attempt limits. Vocenya's outbound calling places at most three calls to the same number in 24 hours. Do not try to work around this limit.
- Identify yourself. Every call must identify your business and give a way to opt out.
4. Text messages and WhatsApp
- Vocenya texting is for conversational and transactional messages to people who contacted your business or asked for them: replies to their texts, follow-ups after a missed call, and appointment confirmations and reminders. Marketing and promotional texts are not allowed.
- Never text a number that has opted out. Vocenya honors STOP, HELP and similar keywords automatically, and you must not ask people to opt back in by other means.
- Non-urgent texts such as reminders wait for the recipient's daytime (not between 9 p.m. and 8 a.m. in their time zone).
- The information in your carrier registration (A2P 10DLC brand and campaign, or toll-free verification) must be accurate, and your messages must match the use case you registered.
- WhatsApp use must also follow Meta's WhatsApp Business policies.
5. AI voices and impersonation
- Disclosure. Vocenya's assistant identifies itself as a virtual assistant and never claims to be a human. Outbound AI calls always disclose that they are automated at the start of the call. You must not configure, prompt or instruct the assistant to deny being an AI or to claim to be a person.
- Voices of real people. You may only create a custom voice from your own voice, or from someone who has given you their documented permission. You must not clone, imitate or use the voice of any other person, including celebrities and public figures.
- No deception. You must not use the assistant to impersonate another business, a government agency or a specific person, or to mislead callers about who they are talking to or why.
- Emergencies and advice. Do not present the assistant as an emergency service, or as giving medical, legal or financial advice.
6. Recording and notices
You are responsible for giving any notice and obtaining any consent your location requires before calls are recorded or transcribed, including in states that require every party's consent.
7. Healthcare information
Do not use Vocenya to handle protected health information unless HIPAA mode is on and a business associate agreement with us is in place. See section 6 of our Terms of Service.
8. Enforcement
We may investigate suspected violations. To protect callers, carriers and other customers, we may without notice pause outbound calling or texting, block specific messages or numbers, suspend or close your account, and report unlawful activity to carriers or authorities. Where it is reasonable to do so, we will tell you what happened and give you a chance to fix it. Carrier fines or penalties caused by your violations may be passed on to you.
9. Reporting abuse
To report spam, unwanted calls or other abuse involving a Vocenya number, email [email protected] with the number, the date and time, and what happened. You can also reply STOP to any text to stop messages from that business.
10. Changes
We may update this policy as laws and carrier rules change. We will post the new version here with a new "last updated" date.