Acceptable use policy
Last updated 25 August 2026
Braid is for inbound customer support: replying to people who contacted your business. This policy says what that excludes. It forms part of our terms of service.
What Braid is not for
No unsolicited messaging. Do not use Braid to start conversations with people who have not contacted you. Braid replies inside conversations a customer began.
No bulk or broadcast messaging. Do not attempt to message lists of people. The product has no broadcast surface, and working around that — for instance by scripting many individual conversations — breaches this policy.
No marketing campaigns. Braid is not a promotional channel. Do not use it for offers, announcements or re-engagement campaigns.
No purchased, scraped or harvested contact data. Do not import contact lists.
These are not only our rules. Meta's WhatsApp Business Messaging Policy and Instagram's platform terms prohibit the same conduct, and a breach puts your own WhatsApp Business Account at risk, not just your Braid workspace.
Content and conduct
Do not use Braid to send or store content that is unlawful, that infringes someone's rights, that harasses or threatens, that sexualises minors, or that facilitates fraud.
Do not misrepresent who you are. Your customers should be able to tell which business they are talking to.
Your AI agent
Do not configure your agent to deceive. Do not instruct it to deny being an AI when asked directly, to impersonate a named individual, or to claim capabilities or guarantees your business does not offer.
Do not use it for regulated advice — medical, legal or financial — unless you are qualified to give it and have accepted responsibility for doing so.
Use the guardrails. If there are things your business must not say, put them in your guardrails rather than assuming the model will decline.
Technical
Do not attempt to gain unauthorised access to Braid, other workspaces, or our infrastructure. Do not probe or load-test the service without asking. Do not use Braid to distribute malware.
Vulnerability reports are welcome at privacy@getbraid.ai and will not be treated as a breach of this policy.
Enforcement
Breaching this policy can result in suspension or termination of your workspace, per our terms. Where circumstances allow we will warn you first — but conduct that puts other customers, our platform relationships, or the recipients of messages at risk may be acted on immediately.
Report abuse to support@getbraid.ai.