1. What the service provides
Otvetim provides businesses with an admin panel, a knowledge base, channel connections, and tools for automated handling of customer conversations. The service helps answer questions, collect requests, book customers, and hand complex situations off to a human operator.
The specific set of features depends on the plan, the connected integrations, and the workspace settings.
2. Account and access
- You are responsible for the accuracy of the information you provide at sign-up.
- You must keep your password and operator credentials secure.
- You may only connect channels you own or have the right to manage.
- If access to a channel is revoked, some service features may stop working.
3. Customer data and business content
The business customer is responsible for ensuring that the knowledge base, prices, terms, schedule, and operator replies are accurate and lawful. Otvetim generates replies based on this data and does not replace legal, medical, financial, or any other professional advice.
Do not upload documents, images, or personal data to the service if you do not have the right to use them in customer communication.
4. Prohibited use
You may not use Otvetim to:
- spam, phish, deceive customers, or impersonate others;
- sell prohibited goods or services;
- violate the rules of Meta, Telegram, payment providers, or other platforms;
- collect sensitive data without a lawful basis;
- attack the service, bypass rate limits, or extract other customers' data.
5. Automated replies
Replies may be generated automatically. The business customer is responsible for reviewing the settings, the knowledge base, and the scenarios, especially when conversations cover prices, warranties, returns, or medical, legal, or financial topics.
We recommend handing off to a human operator for complaints, disputed orders, non-standard terms, and any situation where a wrong reply could cause harm.
6. Availability and changes
We maintain the service and aim to avoid downtime, but we do not guarantee continuous availability without a separate written service-level agreement (SLA). The service may occasionally be unavailable due to maintenance, updates, sub-processor issues, or limits imposed by external platforms.
We may update features, the interface, pricing, and integrations. If a change has a material impact on how you use the service, we will try to give advance notice.
7. Termination
You may stop using the service and disconnect your channels at any time. We may limit or suspend access if an account violates these terms, applicable law, platform rules, or creates risk for other customers.
After termination, data is retained and deleted in accordance with our Privacy Policy.
8. Limitation of liability
Otvetim is provided as a tool for business communication. The business customer is responsible for the decisions, transactions, and commitments it makes to its own customers through connected channels. To the extent permitted by law, we are not liable for indirect damages, lost profits, errors of external platforms, or consequences of incorrect data uploaded by the business.
9. Contact
For legal matters, personal data questions, or deletion requests, write to support@otvetim.by.