Acceptable Use Policy (AUP)
Last updated: 2 September 2026
This policy applies to everyone who uses the WeHub service: business customers, team members invited to an account, and systems connecting through the API. It forms an integral part of the Terms of Service. Breaching it may lead to throttling, suspension or termination, and may also damage the customer's own channel assets at the providers.
Its purpose is simple: to keep the Service safe, reliable and sustainable for all customers, and to keep the channels it runs on from being blocked.
1. No unsolicited messaging (spam)
1.1 Do not send promotional messages to people who have not given prior consent, as required by s.30A of the Israeli Communications (Telecommunications and Broadcasts) Law, 5742-1982, and by equivalent law where recipients are located.
1.2 Every promotional message must identify itself as advertising, clearly identify the sender, and offer a simple way to unsubscribe. Unsubscribe requests must be honoured without delay, and no later than [3] business days.
1.3 Prohibited: buying or renting recipient lists; scraping numbers or addresses from public sources; importing lists not collected with consent; messaging people who have opted out; transferring consent between brands or between separate legal entities.
1.4 Consent preferences are stored in the Service per channel (opt-in / opt-out). The customer must retain evidence of the source and date of consent and produce it on request.
2. Compliance with channel policies
Channel use is subject to the policies of their owners, including:
- WhatsApp Business Messaging Policy and WhatsApp Business Solution Terms
- WhatsApp Commerce Policy (prohibited goods and services)
- Meta Platform Terms and Developer Policies
- Messenger Platform Policy and Instagram Platform Policy
- The acceptable use policies of Twilio, Voicenter and SendGrid
In particular:
2.1 The 24-hour window: outside the service window, contact is permitted only through an approved template in the correct category (utility, marketing, authentication). Do not classify a marketing template as a utility template.
2.2 Templates: do not have a template approved with one content and then send different content under it. A rejected template must not be resubmitted in disguised form.
2.3 Human agent tag: do not use the human-agent tag to extend the response window for automation.
2.4 Bot disclosure: where an AI agent is answering, escalation to a human must remain available, and the agent must not be presented as a person when asked.
2.5 Quality rating: a drop in a number's quality rating or messaging tier is a signal of abusive use. WeHub may restrict sending in such cases in order to protect the asset.
3. Prohibited content
The Service must not be used to send, store or manage communications concerning:
- Unlawful content, incitement, threats, harassment, stalking or harm to minors.
- Fraud, phishing, or impersonation of a person, an organisation or WeHub itself.
- Drugs, weapons, ammunition, tobacco and e-cigarettes, misleading supplements, unlicensed medical products, live animals, direct sale of cryptocurrency, unlicensed gambling, and adult content, all in line with Meta's commerce policy.
- Infringement of others' intellectual property.
- Malicious code, harmful links or infected files.
- Sensitive personal data collected unlawfully.
4. Sending rate and resources
4.1 Rate limits of the Service and of the channels must be respected. Circumventing limits, splitting accounts to evade quotas, or using multiple numbers to disguise bulk messaging are prohibited.
4.2 Bulk sending must be performed through the tools the platform provides, at the rate it sets. Do not run scripts that send in parallel beyond what the API permits.
4.3 Load testing, scanning or penetration testing against the Service requires our prior written approval.
4.4 Media and data storage is provided for the business's communication activity, not as a general backup or file-hosting service.
4.5 Sustained overuse of plan quotas will first be addressed by contacting the customer and proposing a suitable plan, and only then by technical limitation.
5. Account security
5.1 User accounts must not be shared between people. Every agent has their own account.
5.2 Two-factor authentication must be enabled, and enforcing it business-wide is recommended.
5.3 Memberships of people who have left must be revoked the same day.
5.4 API keys and webhook secrets are confidential: do not embed them in client-side code or public repositories, and rotate them immediately on any suspicion of leakage.
5.5 Report any suspected breach or unauthorised use to [[email protected]] without delay.
6. Use of artificial intelligence
6.1 Responsibility for an AI agent's answers rests with the business that configured the knowledge base. Do not configure an agent to give binding medical, legal or financial advice.
6.2 Do not load into the knowledge base material the business has no right to use.
6.3 Do not use AI features to produce misleading, forged or impersonating content.
7. API and integrations
7.1 API use is subject to the same permissions, limits and policies as the interface.
7.2 Do not scrape the interface, bypass the permission layer, or attempt to access another business's data. Such an attempt is a serious breach and may be pursued as a criminal matter.
7.3 The integration card pulls data from the customer's own system: the customer must ensure it is entitled to display that data to its agents.
8. Enforcement
8.1 Where a breach is found, we act in proportion to its severity: contact and warning, throttling, disabling sending on a channel, account suspension, and in severe cases immediate termination.
8.2 Where a breach creates immediate risk (security, unlawful activity, danger of channel assets being blocked) we will act immediately and notify shortly afterwards.
8.3 Suspension for breach does not entitle a refund.
8.4 We will cooperate with law enforcement and with channel providers as required by law.
9. Reporting abuse
To report abuse, spam or offensive content sent through WeHub: [[email protected]]. Please include the sender's phone number or address, a screenshot and the time.
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> Note: draft pending review by a licensed Israeli attorney (לתשומת-לב: טיוטה לבדיקת עורך-דין). Verify the statutory and provider-policy references at the time of publication and have the text approved by counsel.