These Rules for Bitrix24 Contact Center ("Rules") form a part of the relationship between you, an individual, either acting on your own behalf and in your own interests, or acting on behalf of a legal entity ("You"), and Alaio ("we", "our", "Alaio") and govern Your use of the functionality feature Bitrix24 Contact Center.
By using Bitrix24 Contact Center, You acknowledge Your full acceptance of these Terms, as well as Alaio’s general
Terms of Service and
Privacy Policy. If You do not accept these Terms, You must not use Bitrix24 Contact Center.
Definitions:
"Bitrix24 Contact Center" ("Contact Center") means a Bitrix24 functionality integrated into our Services that enables You to route Business messages to End recipients through Communication channels provided by Communication Providers.
"Business messages" means Your customer-facing messages generated, transmitted, or managed through Contact Center to facilitate Your business communication.
"Communication Provider(s)" means external third-party entities that offer messaging or communication services and technologies, which are integrated with Contact Center to enable the transmission, delivery, or routing of Business messages to End recipients through their own platforms, infrastructure, or networks.
"Communication channel(s)" means third-party tools and platforms (such as messengers, social networks, or email services) integrated with Contact Center and used to exchange Business messages with End recipients.
"End recipient(s)" means any individual or entity designated by You as the intended recipient of Business messages transmitted through Contact Center.
1. Contact Center enables You to connect Your Bitrix24 Customer Account to various Communication channels, provided by different Communication Providers, for the purpose of routing Business messages to Your End recipients.
2. The functionality of Contact Center is made available through Communication Providers. Alaio may add, remove, or disable any Communication Provider at its sole discretion.
3. Communication channels may be activated within Contact Center section of Your Bitrix24 Customer Account exclusively by You or Your duly authorized users. Alaio shall not activate any Communication channel on Your behalf without such explicit instruction.
4. Alaio has enabled certain Communication channels to operate directly within the Bitrix24 Customer Account, eliminating the need for You to register separately with the corresponding Communication Provider. The Communication Providers supported by Alaio are listed herein. For all other Communication Providers, You are required to create and maintain an account on their respective platforms. You undertake to adhere to and comply with all applicable terms and policies established by the respective Communication Provider.
4.1. Communication Providers supported by Alaio.
By using Instant WhatsApp, You agree to use Communication channel provided by MF Management Ltd (
https://edna.io). All data contained in Business Messages transmitted to End Recipients will be transferred to the countries specified in the Communication Provider’s relevant documents.
5. Alaio develops and maintains integrations with Communication Providers for the purpose of enabling Contact Center functionality, but does not itself offer or provide any communication services.
6. You acknowledge and agree that Alaio does not moderate or review the content of Business messages transmitted through Contact Center. Alaio is not responsible for the content of Business messages.
7. Some Communication channels may be unavailable or perform slowly due to reasons caused by the relevant Communication Provider and not Alaio.
8. Alaio reserves the right to enforce fair usage limits on Business messages inside Contact Center to maintain optimal service availability and performance. These limits may include restrictions on the number or frequency of Business messages transmitted by You within a single Bitrix24 Customer Account. Such restrictions will depend on Your Service Plan and are intended to reduce the load on our infrastructure or that of the Communication Provider.
9. Use of Personal Data in Contact Center
9.1. By using any of Communication channels You instruct Alaio to:
(1) store personal data specified by You by entering such data in the Communication channels interface and related to End recipients of Business messages;
(2) transfer (when required for operation of a specific Communication channel) End recipient personal data to Communication providers so they can perform routing and delivery of Business messages. Data transfer to a Communication provider is performed using API and stops when this data is received.
9.2. You represent and warrant that You have obtained all necessary consents and possess all necessary rights to transmit the Business messages to End recipients. You accept full responsibility for the transfer of personal data and any consequences arising from the processing of personal data submitted by you to Alaio and the Communication Providers.
9.3. Alaio reserves the right to request documented evidence confirming your compliance with these obligations. Should any third-party claims arise (including those from authorized governmental bodies) alleging unlawful processing of personal data submitted by You, You agree to indemnify Alaio fully against all related legal fees, damages, and costs.
9.4. You accept full responsibility for compliance with all relevant laws and regulations regarding personal data handling in connection with the use of Contact Center.
10. Alaio does not modify Business messages in any way, does not initiate such Business messages, does not initiate forwarding Business messages from You to End recipients and from End recipients to You, does not and should not have any knowledge of the possible illegitimacy of the content of Business messages.
11. You accept and agree that Contact Center is not intended for transmitting, demonstrating, or otherwise making available Business messages which may be deemed as:
– violating or attempting to violate any relevant national and international law;
– infringing Our or third parties’ intellectual property rights and trademarks, privacy rights, rights to information comprising commercial secrets, disclosing business confidential information, prejudicing honor, business reputation and dignity of third parties;
– unlawful, harmful, threatening, defamatory, libelous, inciting to violence, calls for a commission of illegal activities, clarifies the procedure for the use of explosives and other weapons, breaks the standard moral standards and ethical norms, obscene, promoting hatred and/or discrimination;
– incendiary, racist, harassing, abusive, offensive, deceptive or fraudulent, encouraging criminal or harmful conduct, containing negative and critical remarks regarding religion, politics, race, ethnicity, gender, personal characteristics, abilities;
– advertising of gambling and betting, escort services, as well as similar sexual services;
– promoting extremist religious or political views;
– promoting use of illegal substances;
– damaging to Our reputation and goodwill or one which may bring Us into disrepute or harm.
12. Alaio shall not be held liable for:
– any damage, loss of income, profit, revenue, data, information, or savings arising from the use or inability to use Contact Center;
– any infringement of third-party rights or violation of applicable laws, including data protection laws, resulting from Your use of Contact Center; and
– any unavailability, interruption, or downtime of Contact Center, any Communication channel, or any Communication Provider.
13. Alaio reserves the right to block or limit the use of Contact Center at our sole discretion, including when we have reason to believe that You are violating these Rules based on available information, including claims submitted by third parties.
14. In terms of End recipient personal data processing, these Rules are integral to the Data Processing Agreement, issued to You by Alaio, located at the website
https://www.bitrix24.eu/upload/DPA/BitrixDPA.pdf.
15. Alaio has the right to unilaterally modify these Rules by posting the updated version on the Internet at the following
link.
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