Genesys Cloud Social and third-party messaging terms and conditions
Customer access and use of Genesys Cloud Social and third-party messaging are subject to the terms and conditions applicable to each platform below.
Customers agree to abide by Apple terms and policies when they use the Apple Messages for Business integration with Genesys Cloud:
Approval and continuing usage of the Apple platform is subject to initial and ongoing review and monitoring by Apple.
Customers who use WhatsApp Business Solution via Genesys agree to be in compliance with Meta’s Hosting Terms for Cloud API, Meta Terms for WhatsApp Business, WhatsApp Business Solution Terms, WhatsApp Business Terms of Service, WhatsApp Business Messaging Policy and all other WhatsApp Legal terms at all times, when they access and use the WhatsApp Business Solution via Genesys. Initial and continued access to the WhatsApp Business API is subject to approval and ongoing review by WhatsApp.
Important: Use of WhatsApp Business Calling is also subject to Meta’s Hosting Terms for Cloud API, which prohibit use of PSTN on any leg of a WhatsApp call. Customers are responsible for configuring their environment to comply with these terms.Customers agree to abide by Facebook terms and policies when they use the Facebook integration with Genesys Cloud:
Approval and continuing usage of the Facebook platform is subject to initial and ongoing review and monitoring by Facebook.
Customers that use Instagram agree to be in compliance with the Instagram Terms of Use.
Customers are expressly prohibited from storing or enabling any third party to store ephemeral images, videos, or other media received as a result of an Instagram Story Mention. This limitation includes any Facebook CDN URLs, ephemeral content made available by such URLs, and creation of screen recordings of such media. Customers must not use Genesys screen recording or other recording tools in a manner that permits the capture of Instagram Story Mention media content. Customers understand that Genesys will not persist ephemeral Instagram Story Mention content in any conversation or message transcripts, and ephemeral content can be unavailable for quality management review or for any future purpose or feature.
Customers also understand that Genesys can delete any unsent Instagram messages from end-consumers to Genesys Cloud agents and these messages are not be visible to agents as part of their Instagram interactions within Genesys Cloud.
Customers that use the X (Twitter) solution by Genesys Cloud agree to be in compliance with X Inc:
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