Terms of Service

1. Acceptance of Terms

By accessing or using Assistly (“the Service”), you agree to be bound by these Terms of Service. If you are using the Service on behalf of an organization, you represent that you have the authority to bind that organization to these terms.

2. Description of Service

Echo is an AI-powered customer support platform that provides:

• An embeddable chat widget for your website that connects customers to an AI support agent.
• A real-time dashboard for managing conversations, escalations, and team collaboration.
• AI-powered automatic responses trained on your knowledge base documents.
• Integrations with third-party services including Slack and voice AI platforms.
• Analytics, CSAT ratings, visitor tracking, and other support management tools.

3. Account Registration

To use Echo, you must create an account and provide accurate information. You are responsible for:

• Maintaining the security of your account credentials.
• All activity that occurs under your account.
• Notifying us immediately of any unauthorized access.

4. Workspaces and Teams

Echo operates on a workspace model. You may create one or more workspaces and invite team members. As the workspace owner, you are responsible for managing access permissions and ensuring all members comply with these terms.

5. Acceptable Use

You agree not to use Echo to:

• Violate any applicable laws or regulations.
• Send spam, unsolicited messages, or misleading content through the chat widget or proactive messages.
• Upload malicious files or content to the knowledge base.
• Attempt to reverse-engineer, exploit, or compromise the security of the platform.
• Impersonate another person or entity through the AI agent or chat interface.
• Use the service in a way that could harm, disable, or impair the platform for other users.

6. Your Content

You retain ownership of all content you upload or create through Echo, including knowledge base documents, conversation data, and canned responses. By using the Service, you grant Echo a limited license to process this content solely for the purpose of providing the Service, including:

• Processing documents to train your AI support agent.
• Storing and displaying conversation history.
• Forwarding messages to integrated services you have configured (e.g., Slack).

7. AI-Generated Responses

Echo uses artificial intelligence to generate responses to customer inquiries based on your knowledge base. While we strive for accuracy, AI-generated responses may occasionally contain errors or inaccuracies. You are responsible for reviewing and configuring the AI agent to meet your standards. Echo is not liable for decisions made based on AI-generated content.

8. Billing and Payments

Paid features are billed according to your selected subscription plan. By subscribing, you agree that:

• Subscriptions renew automatically unless cancelled before the renewal date.
• Refunds are handled on a case-by-case basis.
• We may change pricing with 30 days' notice.
• Failure to pay may result in suspension or termination of your account.

9. Third-Party Integrations

Echo integrates with third-party services such as Slack, Stripe, and voice AI platforms. Your use of these integrations is subject to the respective third-party terms and privacy policies. Echo is not responsible for the availability, accuracy, or practices of third-party services.

10. Service Availability

We strive to maintain high availability but do not guarantee uninterrupted service. We may perform scheduled maintenance, and the service may be temporarily unavailable due to factors beyond our control. We will make reasonable efforts to provide advance notice of planned downtime.

11. Limitation of Liability

To the maximum extent permitted by law, Echo and its affiliates shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including loss of profits, data, or business opportunities, arising from your use of the Service.

12. Termination

You may terminate your account at any time. We may suspend or terminate your access if you violate these terms or if required by law. Upon termination, your right to use the Service ceases immediately. We will retain your data for a reasonable period to allow you to export it, after which it will be deleted.

13. Changes to Terms

We may update these terms from time to time. Material changes will be communicated via email or through the platform. Continued use of the Service after changes take effect constitutes acceptance of the updated terms.

14. Contact Us

For any questions about these terms, please contact us at legal@echo.support.