Acceptable use policy

1. Consent and opt-out

• Only message people who gave their number and agreed to receive messages from your organisation on WhatsApp. Keep a record of that consent.
• Never use purchased, rented or non-consented contact lists.
• Honour any request to stop (“STOP”, blocking, complaint) immediately and stop messaging the person for that purpose.

2. Templates and the 24-hour window

• Outside the 24 hours following a person's last message, only write with a Meta-approved message template of the right category (marketing, utility, authentication).
• Do not misuse a utility or authentication template for promotion.
• Verification codes (OTP) are used only to verify the identity of the user concerned.

3. Prohibited content and activities

In addition to everything prohibited by the WhatsApp Business Messaging Policy and Commerce Policy, the following are not allowed:

• illegal activities, fraud, phishing, impersonating a person or an organisation;
• selling products or services prohibited by WhatsApp (drugs, weapons, adult content, unauthorised gambling, etc.);
• hateful, harassing, violent or misleading messages;
• unsolicited bulk messaging and attempts to bypass Meta's limits or quality rating;
• asking for sensitive information by message: full payment card numbers, financial account credentials, passwords, national ID numbers;
• spreading malware or malicious links.

4. AI agents

• Tell people they are talking to an automated assistant and let them reach a person.
• Keep the agent to your organisation's needs (customer service, sales, follow-up). General-purpose conversational assistants are not allowed on WhatsApp Business Platform.
• Do not use the agent for high-stakes decisions (health, credit, legal) without human review.

5. Security

Do not try to access other customers' data, test the platform without permission, overload it or bypass its protections. Security vulnerabilities are reported as described on the Security page.

6. Consequences

In case of breach, EKORA may request a correction, limit sending, suspend or close the account, and cooperate with Meta or the authorities. To report abuse: contact@ekora.africa.