Acceptable use policy

This policy is part of our Terms of service. It applies to every business that uses Cohavo and to everyone it lets use it. Where a rule depends on how the law applies to your own business, you’re responsible for checking that. This policy isn’t legal advice.

1. You must not use Cohavo to

• break any law or regulation, or anyone’s rights;
• make nuisance, abusive, threatening or harassing calls or messages, or silent or abandoned calls against Ofcom’s persistent misuse rules;
• make unsolicited marketing calls to numbers registered with the TPS or CTPS (unless that person or business has specifically agreed to calls from you), or send marketing emails without the consent or “soft opt-in” the law requires;
• play recorded marketing messages through automated calls without prior consent;
• fake your caller ID, show a number you’re not entitled to use, or hide who you are when marketing;
• send bulk or marketing email (the Desk is for one-to-one email with your customers);
• create artificial traffic (such as traffic pumping or “wangiri” missed-call scams) or resell Cohavo without our written permission;
• record, monitor or transcribe calls, or use AI features, without giving the notices and having the lawful basis the law requires (see Recording and AI);
• use AI features, including voice agents, to make decisions with legal or similarly significant effects on a person without meaningful human review and the safeguards the law requires;
• use voice agents to pretend to be a real person, to mislead callers about whether they’re talking to a machine, or to handle calls where someone may be in danger without a way to reach a person;
• upload malware, test the security of Cohavo without our written permission (see our Security page for how to report a problem), or try to get at another customer’s data;
• handle special category data (for example health information) or criminal-offence data unless you have a valid condition under data protection law and have set retention to suit;
• connect alarm systems, lift lines or anything else people’s safety depends on.

2. Your responsibilities

• Keep accounts secure: one account per person, strong passwords and two-step codes, and remove leavers promptly.
• Tell your staff about recording, listening in and reports (see Recording and AI).
• Tell callers, and website visitors where relevant, about recording, transcription and AI.
• Make sure everyone has another way to call 999 (see Emergency calls).
• Report suspected misuse, fraud or security problems to support@cohavo.io straight away. For suspected phone fraud, put “Urgent: fraud” in the subject.

3. Caller ID

We show a valid UK number you’re allowed to use on every outgoing call. Before we let you show a number you didn’t get from us or move to us, you must prove you have the right to use it. We may block or stop showing numbers that are invalid, can’t be dialled back, or that we can’t check, as Ofcom’s rules require.

4. Protecting you from phone fraud

Phone fraud can run up very large bills quickly. To protect you:

• Destinations. Outgoing calls are allowed only to destinations on our list: UK landline, mobile, freephone and common service numbers. Premium-rate numbers (09), directory enquiries (118) and most international destinations are blocked. Ask us in writing to open a specific destination.
• Calls at once. Each server allows at most 10 outside calls at the same time, and each person at most 3.
• Spending. We check call spending every hour and are alerted when it’s unusually high.
• Suspension. If we see signs of fraud, we may stop outgoing calls straight away (Terms, section 11) and contact you.

You’re responsible for charges run up through your accounts, except where the Terms say otherwise.

5. Email

• Email from the Desk must come from domains you control, with the SPF, DKIM and DMARC records we give you set up.
• Only email people for marketing if the law allows it, identify your business, and always include a free, simple way to opt out.

6. If this policy is broken

We may warn you, restrict features, suspend Cohavo (Terms, section 11), end the agreement for serious or repeated breaches (Terms, section 10.4), and co-operate with regulators or the police where the law requires or allows. Where we can, we’ll give you a chance to put things right first, unless there’s a risk of harm, fraud or breaking the law.

7. Changes

We may update this policy for changes in the law, regulators’ guidance or our suppliers’ requirements. We’ll give notice of material changes as the Terms (section 9) say.