AI Add-on Terms

Eligibility; AI-Eligible Plans:

The AI Agent Add-on is available only to accounts subscribed to Desk365 Plus or Premium (each, an “AI-Eligible Plan”). The AI Agent Add-on is not available on other plans unless Desk365 expressly enables it in writing.

End Users; Your Responsibility:

You may make the AI Agent Add-on available to your employees, contractors, and other third parties, including your end customers and website visitors (“End Users”).You are responsible for all use of the AI Agent Add-on through your account, including End Users’ prompts, content, configurations, and reliance on outputs.

Any act or omission by an End User that would constitute a breach of the TOS or these AI Terms if done by you will be deemed a breach by you.

Desk365 may display the Desk365 AI End-User Notice within the AI experience provided through the Desk365-hosted web chat widget.

AI Credits:

“AI Credits” or “Credits” are units that enable use of the AI Agent Add-on within your Desk365 account.

Each AI-Eligible Plan includes a monthly allotment of included AI Credits (“Free Credits”):

• PLUS: 100 Free Credits per month
• PREMIUM: 200 Free Credits per month

Free Credits are provided at the start of each month (or other plan period shown in-product) and expire at the end of that month. Free Credits do not roll over.

Desk365 may change the Free Credits amounts for an AI-Eligible Plan prospectively by updating the Service, pricing, documentation, or by notice.

You may purchase additional AI Credits (“Paid Credits”) at any time through an Order Form, invoice, or in-product checkout (“Top-Ups”). Paid Credits will be applied to your account after payment is successfully processed.

Credits are consumed when End Users interact with AI Agents in Desk365. The number of Credits consumed varies based on the number and complexity of conversations, including factors such as the length of inputs, the length and complexity of the AI’s responses, and which AI features are used.

Desk365’s usage and metering systems determine Credit consumption.

Paid Credits do not expire while you maintain an active subscription on an AI-Eligible Plan.

If you lose AI Agent Add-on eligibility for any reason (including switching to a plan that is not an AI-Eligible Plan, cancellation, non-renewal, termination, or non-payment), then the AI Agent Add-on will no longer be available and any unused Paid Credits will expire and become unusable effective immediately, unless prohibited by law. Free Credits have no value outside the month in which they are granted.

Credits have no cash value, are not legal tender, are non-transferable, and may not be resold. Credits may only be used within your Desk365 account for the AI Agent Add-on.

Unless required by law or expressly stated in an Order Form, payments for Paid Credits are non-refundable, including for unused Credits. You are responsible for applicable taxes.

Acceptable Use; Prohibited Uses:

You will ensure End Users use the AI Agent Add-on in compliance with the TOS, these AI Terms, and applicable law.

Without limiting the foregoing, you will not (and will not permit End Users to):

• use the AI Agent Add-on to generate, distribute, or facilitate unlawful, infringing, harmful, deceptive, or abusive content;
• attempt to bypass safety controls, rate limits, or usage restrictions;
• use automated means to probe, scan, or exploit the AI Agent Add-on or related systems; or
• use the AI Agent Add-on in a manner that could reasonably be expected to damage, disable, overburden, or impair Desk365 systems.
• use the AI Agent Add-on with a Training Repository that contains PII, PHI, personal data, or any other sensitive data that should not be disclosed to End Users, or configure AI Agents in a manner that may expose information to unintended End Users.

Desk365 may enforce rate limits and other controls to protect the Service.

Changes to the AI Agent Add-on; Credit Consumption:

Desk365 may modify the AI Agent Add-on (including models, providers, features, and capabilities) and may update how Credits are consumed to reflect product improvements, safety requirements, legal/compliance obligations, or changes in underlying provider costs. Changes will apply prospectively.

Desk365 will provide reasonable notice of material changes through the Service, documentation, or email.

End User Content; Notices and Consents:

End Users may submit text and other content to the AI Agent Add-on (“End User Content”). You are responsible for providing any notices and obtaining any consents required for End Users’ submissions and for ensuring End User Content does not violate applicable law or third-party rights.

Training Repository; Sensitive Data; Agent Configuration:

You may configure AI Agents using content that you provide or make available to Desk365, such as knowledge base articles, websites, files, and Q&As (collectively, the “Training Repository”).

You are solely responsible for your Training Repository, including reviewing and ensuring it does not contain any content, data, or information that should not be disclosed to End Users. This strictly includes, but is not limited to, Personally Identifiable Information (PII), Protected Health Information (PHI), financial data, or any other sensitive data. You will ensure that your Training Repository content complies with applicable law and does not violate any third-party rights or privacy obligations.

If you create or manage multiple AI Agents, you are responsible for configuring each AI Agent and its Training Repository appropriately for its intended use. You will ensure that Training Repository content intended for one AI Agent (including content relating to a particular customer, end customer, or audience) is not inadvertently included in or made available to another AI Agent, and that deployment settings and access controls are configured to prevent unintended disclosures.

You acknowledge that AI outputs may reflect information based on the Training Repository and End User inputs. Desk365 is not responsible for any disclosure of PII, PHI, personal data, or any other sensitive data caused by your Training Repository content, AI Agent configuration, or End Users’ submissions. You will ensure you have all necessary rights, permissions, and consents to use the Training Repository with the AI Agent Add-on.

AI Outputs; No Official Statements; Human Review:

AI outputs are generated automatically and may be inaccurate. AI outputs do not constitute official statements by you or Desk365.

You are responsible for determining whether human review, approval workflows, or other safeguards are appropriate before using AI outputs—especially for external communications, high-risk decisions, or regulated contexts.

Disclaimer:

The AI Agent Add-on and AI outputs are provided “as is” and “as available.” The warranty disclaimers and limitation of liability provisions in the TOS apply to the AI Agent Add-on and AI outputs.

Suspension; Termination:

Desk365 may suspend or limit AI Agent Add-on access for misuse, unusual usage patterns, security risks, or violation of the TOS or these AI Terms. Credits will not be refunded for AI Agent Add-on access limitations except as required by law.

Contact:

Questions about these AI Terms can be directed to help@desk365.io.