Idle Work

Idle Work Service Specific Terms

Effective: September 22, 2026 · Last updated: September 2026

These Service Specific Terms apply to particular features of the Idle Work Services. They are incorporated by reference into the Idle Work Commercial Terms of Service and add to them. Where a feature below is not enabled for a Customer, the section about it does not apply. If a section here conflicts with the Commercial Terms, the section here governs for that feature only.

1. AI Employee Agents

  • What is provided. Each subscription covers one agent, configured for a role the Customer chooses, running on its own isolated machine, with dashboard access to configure it, review its conversations and set what it may do on its own. A Customer may run as many agents as it needs. Each additional agent is a further subscription at the same flat rate, gets its own machine, and can be configured, paused or cancelled independently of the others. The Customer's whole team may share any agent.
  • Text only. Agents work over text-based messaging channels. Phone and voice calling are not part of the Services. SMS is a pilot channel available only where Idle Work has enabled it for the Customer in writing.
  • Managed service. The monthly fee covers the initial assessment, the configuration Idle Work builds around the Customer's data, the standard integrations, monitoring, and the people who look after the agent. There is no separate implementation fee for standard setup. Custom integrations, custom APIs, voice, and industry-specific workflows outside the standard catalogue are scoped and quoted separately.
  • Self-serve provisioning. A Customer may also provision an agent itself from the portal by choosing a role, answering the intake questions and connecting a channel. An agent provisioned this way is subject to the same terms.
  • Agent memory. The agent keeps notes about the Customer's business to improve at the job. Those notes are Customer Content under the Data Policy.

2. Free Trial

Every new subscription starts with a 14-day free trial of a real, fully configured agent. The Customer adds a payment card to start the trial, which triggers provisioning, and is not charged until the trial ends. The Customer may cancel at any time before then and pays nothing. Trial use is subject to all of these terms. Idle Work may limit the trial to one per Customer and may end a trial early where the Usage Policy is breached.

3. Messaging Channels

The agent connects to the Customer's own accounts on WhatsApp, Slack, Microsoft Teams, Telegram, Discord, email, and web chat on the Customer's own site. For every channel:

  • The Customer is the account holder of record with the channel provider, is responsible for that account, its fees, its credentials, and any phone number, SIM or subscription it uses, and must comply with the provider's terms.
  • Delivery depends on the provider and on the networks between the Customer and its recipients; Idle Work does not guarantee delivery or delivery time.
  • The Customer is the sender of record and owns consent, opt-out handling and messaging-law compliance, as the Usage Policy sets out.
  • A provider may change, restrict or withdraw its service or its rules at any time. Work to adapt an integration to a changed provider, or to move to another provider, is new work and is quoted separately.

WhatsApp. The agent is linked to a WhatsApp account the Customer controls. In group chats the agent is silent by default and answers only when addressed, unless the Customer configures otherwise. Meta's WhatsApp Business and Messaging policies apply, including their rules on who may be messaged and when.

Email. Where the Customer connects a Google Workspace or Microsoft 365 mailbox, access is granted through the provider's own authorisation flow with only the scopes the Customer approves, and may be revoked by the Customer at any time. Idle Work's use of information obtained through Google APIs complies with the Google API Services User Data Policy, including its Limited Use requirements.

Web chat. Where the Customer places the Idle Work chat widget on its own website, the Customer is responsible for the notices its visitors see and for the lawfulness of collecting what they type.

4. Connected Accounts and Business Systems

The Customer may connect the agent to accounts and systems it holds, including Google Workspace, Microsoft 365, Dropbox, Instagram and Facebook Pages, email-campaign tools, point-of-sale systems, and other business software. For every connection:

  • The Customer must have the authority to grant the access, grants only the scopes needed, and may revoke it at any time from the portal or the provider.
  • The agent starts in read-only mode on a new connection. Writing to a connected system is unlocked by the Customer for each action type, and actions above the approval bar the Customer sets come back to the Customer for a yes before they happen.
  • The connected system is not part of the Services. Idle Work is responsible for the integration working as specified and is not responsible for the connected system, its data, its availability, or its provider's terms.
  • Where a connected system holds regulated data (for example accounting, payroll or health records), the Customer is responsible for confirming that connecting an agent to it is permitted.

5. Agent Purchases (Link by Stripe)

  • Where the Customer enables purchasing, the agent buys through Link, a wallet operated by Stripe, Inc., using a payment method the Customer holds in its own Link account. The Customer approves each purchase in the Link app before any payment credential is issued. Idle Work never holds or sees card details.
  • Stripe charges a fee for each shared payment token or one-time credential it issues for an agent purchase. Idle Work understands that fee to be $0.15 per token today. It is passed through to the Customer at cost on the next invoice, is incurred when the credential is issued whether or not the purchase completes, and may be changed by Stripe without notice to Idle Work.
  • The Customer is responsible for every purchase it approves, for the merchant's terms, for returns and disputes with the merchant, and for keeping its Link account in good standing. Idle Work is not a party to the purchase.

6. Bank Data (Plaid)

  • Bank connections are made through Plaid under the consent terms in the Commercial Terms and the Privacy Policy. Idle Work never receives bank login credentials.
  • Idle Work keeps a per-Customer ledger of accounts, balances, transactions and statements, refreshed daily and on demand, so the agent can answer without calling the bank on every question. The ledger is held and deleted as the Data Policy describes.
  • The agent reads bank data. It does not move money. Payments, transfers and trades are not part of the Services, and the Customer must not instruct the agent to attempt them.
  • Financial summaries the agent produces are for the Customer's own information and are not accounting, tax or investment advice.

7. Point-of-Sale Price Updates

  • Where enabled, the agent applies price changes to the Customer's own point-of-sale system as one change across every register, and shows the Customer exactly what will move before it moves.
  • The Customer approves each change set before it is applied, unless the Customer has expressly turned that gate off. The Customer is responsible for the correctness of the prices it approves, for any tax or regulatory pricing rules that apply to its goods, and for its point-of-sale vendor's terms.
  • Idle Work is not the point-of-sale vendor and is not responsible for the point-of-sale system, its data, or its availability.

8. Email Campaigns

  • Where enabled, the agent drafts campaigns and sends them in batches through the Customer's own email-campaign account, pacing itself to that provider's limits. Nothing is sent that the Customer has not seen and approved, unless the Customer has expressly turned that gate off.
  • The Customer owns its list, is responsible for having consent to email everyone on it, for honouring unsubscribes, and for CAN-SPAM and comparable compliance. The Customer is the sender of record.
  • Every send is logged so the Customer can audit what went out and when.

9. Social Publishing

  • Where the Customer connects Instagram or Facebook Pages, the agent may draft posts, replies and direct messages and, once the Customer unlocks it, publish them. Publishing is gated on the Customer's approval unless the Customer has expressly turned that gate off.
  • Meta's platform terms and community standards apply. The Customer is responsible for the content it approves and for the rights to any image, video or text in it.

10. Quotes, Invoices and Collections

Where enabled, the agent prepares quotes and invoices from the Customer's own price data and templates, and drafts reminders for unpaid invoices. The Customer reviews and issues them. The agent does not accept payment or move money. The Customer is responsible for the accuracy of what it issues, for the tax treatment of its sales, and for the lawfulness of its collection messages.

11. Document and Scope Review

Where enabled, the agent reviews documents, drawings and contracts the Customer gives it, reports what it finds, cites where in the document it found each item, and says nothing where it cannot find an answer. A review is an aid to the Customer's own judgement. It is not legal, engineering, architectural, accounting or other professional advice, it is not a substitute for a licensed professional's review, and the Customer must not rely on it as one. The agent may miss items.

12. Managed Websites

Where Idle Work agrees in writing to build or look after a Customer's website as part of an engagement, that work is governed by the separate written agreement for it. The website is not part of the agent Services, and nothing in these terms is a hosting or uptime commitment for it.

13. Service Levels and Support

  • Availability. Idle Work aims to keep every agent available at all times but does not commit to a specific uptime percentage unless a separate written agreement provides one. Every agent is monitored, and Idle Work's operations team is alerted when an agent stops responding.
  • Maintenance. Scheduled maintenance that would interrupt an agent is announced in advance where possible and is placed outside the Customer's normal business hours where possible.
  • Response times. Agent reply time depends on the channel, the model, message volume, and the complexity of the task, and is not warranted.
  • Support. Support is by email and through the portal. Idle Work replies within one business day. Service-affecting incidents are worked as the Information Security Policy describes: critical incidents within 4 hours of detection, all others within 24 hours.
  • Changes. Idle Work rolls fixes and improvements out to agents on a continuous basis, and applies changes that alter what an agent does in a Customer-facing way inside an agreed update window where the Customer has asked for one.

14. Changes to These Terms

We may update these Service Specific Terms, including to add sections for new features. Additions take effect on posting. Changes to an existing section take effect 30 days after posting or written notice, except changes required by law or by a third-party provider's rules, which take effect immediately.

15. Contact

Idle Work Inc.

Floral Park, NY

[email protected]

(516) 655-4517