Acceptable Use Policy

This policy sets out what you may and may not do with ThriveDesk, including the help desk, live chat, help center, Neo, our API and our MCP server. It applies to you, your teammates and anyone you let into your account. It is part of our Terms & Conditions, and it replaces our old Fair Usage Policy.

ThriveDesk is built for one job: answering your own customers. Most of the rules below follow from that.

1. Content you must not send or host

Don't use ThriveDesk to send, store, publish or link to content that:

• breaks the law where you, your customers or we operate;
• infringes someone else's copyright, trademark, privacy or other rights;
• is fraudulent, deceptive or impersonates a person or business, including phishing pages in a help center;
• harasses, threatens or promotes violence against anyone;
• sexually exploits minors, in any form;
• contains malware, or links to it.

2. Email and messaging

ThriveDesk is a help desk, not a bulk email or marketing tool. The same rules apply to email, live chat, WhatsApp, Messenger and any other channel you connect.

• No spam. Only message people who contacted you, or who agreed to hear from you. Don't send newsletters, cold outreach or purchased lists through ThriveDesk.
• Outbound follows inbound. For each email a customer sends, send no more than five replies before the conversation closes. Accounts that send far more than they receive look like bulk mailers to inbox providers and hurt delivery for every customer on our platform.
• Honest sender details. Don't hide or fake who a message is from, and keep your from-address, reply-to and domain records accurate.
• Channel rules still apply. WhatsApp, Meta and other providers have their own policies. Breaking them can get the channel cut off by that provider, and we can't restore it.

3. Automation and load

• Don't use scripts, bots or other tools to inflate or game your usage, or to put load on the service beyond what normal support work creates.
• Our API, MCP server and Neo are fine to use within their own limits, described in the API Terms and our documentation.
• Don't scrape, crawl or copy the service or other customers' help centers.

4. Neo and other AI features

• You are responsible for what Neo is trained on and what it says to your customers. Review your sources and guidance before you switch it on.
• Don't use AI features to produce content this policy forbids, to pass AI replies off as advice from a licensed professional, or to make decisions with legal effect on a person without human review.
• Don't try to extract other customers' data, our system prompts or model settings through prompts.

5. Security

• Don't probe, scan or test the security of ThriveDesk without our written permission. To report a vulnerability, see our Security Overview.
• Don't get around plan limits, access controls or rate limits.
• Keep your login details and API keys secret, and use two-factor authentication where you can.
• Don't access or try to access another customer's account or data.

6. Reselling and sharing accounts

Don't resell, rent or lend your account, licence keys or access to anyone outside your business. An account changed over to someone else's name or email counts as resold.

7. If the rules are broken

When we find a breach, we may warn you, limit a feature, pause sending on a channel, suspend the account or close it. We pick the smallest step that stops the harm, and we usually contact you first. When the harm is serious or ongoing, such as spam, malware or illegal content, we may act first and tell you afterwards.

To report someone else's misuse of ThriveDesk, see Abuse Reporting.

8. Changes

We may update this policy as the product and the law change. We'll show the new date at the top of this page and email account owners about material changes.