Acceptable Use Policy

Effective October 1, 2026

CallsIn texts and answers calls in your business's name, on phone networks that have strict rules. If one business breaks them, carriers can block texts for everyone on the same system. This policy explains what's allowed so that doesn't happen. It's part of our Terms of Service and applies to everyone who uses a CallsIn account.

Who you can text

You can use CallsIn to text:

• People who called or texted your business.
• People who booked with you, including through your booking page.
• Existing customers who gave you their mobile number and agreed to get texts from your business. When you add or import contacts, you confirm this with a checkbox, and we save that you did.

You can't use CallsIn to text:

• Lists you bought, rented, scraped or got from someone else.
• People who never gave your business their number, or who said they don't want texts.
• Anyone who replied STOP. CallsIn blocks these automatically, and you must not try to get around that (for example, by texting them from another number).

CallsIn is for conversations with your own customers: replying to missed calls, booking jobs, reminders, invoices and review requests. It isn't a bulk marketing or mass texting tool.

What your texts can't contain

• Anything illegal, or promoting anything illegal.
• Content carriers don't allow on business texting: sex or adult content, hate speech, and content about cannabis, illegal drugs, firearms sales, tobacco or vaping, or gambling.
• High-risk financial offers: payday loans, debt relief, credit repair, "work from home" schemes, or third-party lending.
• Phishing, fake links, links that hide where they go, or anything meant to trick people.
• Threats, harassment, or messages meant to scare someone.
• Pretending to be another business, a government agency, or a person you're not.

Calls and the AI receptionist

• Be honest that it's an AI. The AI tells callers it's your virtual assistant, and it can't be changed to say it's a person. Don't write a greeting or instructions that tell it to claim to be human.
• Recording notices stay on. Every AI call starts with a notice that it may be transcribed (and recorded, if you turn recording on). Some states require everyone on a call to know. Don't try to remove or hide it.
• Give it true information. Your services, prices, hours and policies should be accurate. You're responsible for what the AI tells callers based on what you give it.
• It's not for emergencies. Don't advertise CallsIn as an emergency line. If your business handles emergencies, set up transfers to a real person and make sure someone can answer.
• No outbound robocalls. The AI only answers calls that come in to your number. Don't use CallsIn to make automated calls.
• Healthcare businesses run in a stricter healthcare mode. Don't use CallsIn to give medical advice or to handle health information beyond scheduling and messages.

Your account

• Give us accurate business details. For texting registration, that includes your real legal business name and EIN. Carriers check them.
• Keep your login to yourself and your team. Don't share passwords, and turn on two-step login if you can.
• Use CallsIn for one real business per account. Each business needs its own account and its own owner mobile number.
• Tell us right away if you think someone got into your account.

What you can't do to the service

• Try to get around limits, like daily text limits, AI minute limits, or STOP blocking.
• Use CallsIn to send texts or calls to premium-rate or international numbers, or anything that runs up costs on purpose.
• Test, scan or attack our systems, or try to get into data that isn't yours.
• Copy, resell or rebuild CallsIn, or use it to build a competing product.
• Use bots or scripts on our signup or dashboard pages, except our own features meant for that (like webhooks).

What happens if this policy is broken

Depending on how serious it is, we may:

• Contact you and ask you to fix it.
• Pause texting or AI answering on your account.
• Pause or close your account. If we close it for a serious or repeated problem, we don't refund the rest of your billing period.
• Report it to carriers or the authorities when the law requires it or people could be harmed.

For most problems we'll reach out first and give you a chance to fix it. For spam complaints from carriers, illegal content, or anything that puts other businesses' texting at risk, we may pause the account right away and then talk to you.

You're responsible for how your business uses CallsIn, including following the texting and calling laws that apply to you (like the TCPA). If a claim is made against us because your business broke this policy or those laws, you agree to cover our reasonable costs from it, including legal fees.

Reporting abuse

If you got a text or call through CallsIn that you think breaks this policy, reply STOP to stop the texts, and email us at support@trycallsin.com with the number it came from and what happened. We look at every report.

Changes

We may update this policy as carrier rules and laws change. We'll update the date at the top, and email you about big changes.