Prohibited Tactics¶

The call center has full tactical autonomy on campaigns, scripts, channels, creative, and offers. The autonomy ends where these prohibitions begin.

Violation of any item below is grounds for engagement termination.

Brand-destroying tactics — NEVER¶

❌ Fake or AI-generated testimonials, reviews, or case studies¶

Includes: - Fake customer quotes on landing pages - AI-generated "user reviews" anywhere (App Store, Reddit, LinkedIn, blog comments) - Paid review-farms - Fabricated success stories

Why prohibited: Brand-destroying when exposed (and it always gets exposed). Apple App Store ToS violation. FTC truth-in-advertising violation. Permanent loss of customer trust.

❌ Spam — unsolicited bulk email to unverified lists¶

Includes: - Purchased email lists of unknown origin - Scraped email addresses from non-public sources - Mass emails to addresses obtained without legitimate basis - Email blasts to obviously personal addresses (Gmail/Yahoo/Hotmail of people not in scope)

Why prohibited: GDPR / CAN-SPAM / CASL violations (heavy fines). Deliverability suicide (your sender reputation evaporates). Brand damage.

❌ Cold-call autodialing residential phones¶

Includes: - Robocalls - Autodialed calls without prior consent - Pre-recorded messages without consent

Why prohibited: TCPA violation in the US ($500-$1,500 per call statutory damages). Class-action lawsuit risk. Brand-destroying.

❌ Misleading capability claims¶

Includes any version of: - "FDA-approved" / "FDA-cleared" - "FAA-certified" - "DoD-approved" - "SOC 2 Type II certified" (we're not — yet) - "FedRAMP-authorized" (we're not) - "100% accurate" - "Lifetime guarantee" - "Patented" (LAIRA has 1 patent pending, not multiple)

Why prohibited: FTC / UDAP violations. Customer trust evaporation when discovered. Legal liability if a customer relies on the false claim.

❌ False-urgency tactics¶

Includes: - "Price increases tomorrow!" (when it doesn't) - "Only 5 spots left this month!" (when there are unlimited spots) - "Last chance offer!" (when the offer isn't actually ending) - Fake countdown timers - "Special deal for [city/role] this week only" (when it's available to everyone)

Why prohibited: UDAP / FTC violations. Brand erosion. Customers remember being manipulated.

❌ Disparagement of competitors¶

Includes: - "Polycam is broken" - "Cyvl's customers regret it" - "ARAN trucks are a waste of money" - "DroneDeploy doesn't work"

Why prohibited: Legal risk. Brand erosion. Customers respect fair comparison; they distrust disparagement.

❌ Trademark bidding / hijacking competitor names¶

Includes: - Google Ads bidding on "Polycam" / "Fieldwire" / "DroneDeploy" / "Fugro" as keywords - Domain squatting on competitor names - Misleading SEO targeting

Why prohibited: Legal risk in some jurisdictions. Channel-policy violation on Google. Reputational damage when discovered.

❌ Cloaking ad copy¶

Includes showing different content to: - Ad platform reviewers vs. real users - Search engines vs. real visitors - Compliance teams vs. consumers

Why prohibited: Platform ToS violations on every major ad network. Account suspension. Permanent ban.

Customer-trust-eroding tactics — NEVER¶

❌ Bait-and-switch pricing¶

Includes: - Advertising $29 but charging more at checkout - "Free trial" that auto-bills without clear notice - Hidden fees not disclosed upfront

Why prohibited: UDAP violation. Customer chargebacks. Stripe / App Store penalties.

❌ Dark patterns¶

Includes: - Cancellation flows designed to confuse - Pre-checked "subscribe to newsletter" boxes - "Free trial requires credit card" when our standard is no-card - Multi-step cancellation when sign-up was one-click

Why prohibited: Regulatory scrutiny. FTC enforcement. Customer trust erosion.

Includes: - Sharing customer lists with third parties - Selling email addresses - Disclosing one customer's identity to another customer

Why prohibited: GDPR / CCPA violations. Contractual breach with the customer.

❌ Account takeover / unauthorized access¶

Includes: - Logging into a customer's account without explicit permission - Pretending to be a customer - Modifying customer settings without consent

Why prohibited: Computer Fraud and Abuse Act violations. Termination of access. Possible criminal liability.

❌ Public coupon-code distribution¶

Includes: - Posting promo codes on Reddit / RetailMeNot / Honey - Distributing codes through coupon aggregators - Sharing customer-specific codes publicly

Why prohibited: Cannibalizes paid acquisition channels. Devalues the price discipline. Discount governance breakdown.

Channel-destroying tactics — NEVER¶

❌ LinkedIn mass-DM scripts beyond LinkedIn's limits¶

LinkedIn rate limits matter. Limits to respect: - ~100 connection requests per week (per individual) - ~20-30 messages per day from a single account - No automated, identical message scripts at scale

Violation = account suspension. The call center cannot afford to lose LinkedIn access.

❌ Email send rates that trigger spam filters¶

More than ~50-100 messages per day per sending IP without warm-up
Identical subject lines + identical body to large lists
Sending without SPF / DKIM / DMARC configured

Violation = deliverability collapse. Once your domain reputation is tarnished, recovery takes months.

❌ Reddit guideline violations¶

Posting promotional content in subreddits without flair / mod permission
Astroturfing (creating fake accounts to upvote / shill)
Brigading

Violation = community ban + brand damage.

❌ App Store policy violations¶

Encouraging fake App Store reviews
Soliciting reviews in exchange for compensation
Modifying / publishing app updates that violate Apple ToS

Violation = app removal. Permanent.

Operational tactics — NEVER¶

❌ Committing Airwai to anything in writing without authority¶

Includes: - Signing contracts on Airwai's behalf - Agreeing to custom ToS modifications - Issuing service guarantees beyond standard ToS - Quoting non-standard prices - Promising features or timelines that aren't approved

Why prohibited: Authority limits. Avoidable contractual obligations. Brand damage when commitments can't be honored.

❌ Misrepresenting role / authority¶

Includes: - Claiming to be "Airwai's CEO" or "Airwai's CTO" - Saying "I work directly for Airwai" when you work for the call center - Saying "Airwai gave me authority to do X" when they didn't

Why prohibited: Customer trust erosion. Legal exposure. Brand damage.

❌ Mishandling customer payment data¶

Includes: - Asking for card numbers over the phone - Storing card data outside Stripe - Sending card data via email / Slack / text

Why prohibited: PCI-DSS violation. Stripe account termination. Card data breach liability.

Allowed but requires care¶

These are not strictly prohibited but should be used with judgment:

⚠️ Aggressive follow-up cadence¶

7+ touches in 14 days for cold outbound is the documented sequence. Going beyond that risks coming across as harassment. Track responses and adjust.

⚠️ "We're at the end of our quarter" urgency¶

Genuine. We are a small company. Customers respect honesty about urgency when it's real. Don't fabricate it.

⚠️ Comparing to specific competitors by name¶

Allowed when factually accurate (per orientation/competitive-landscape.md). Stick to the script there; don't improvise comparative claims.

⚠️ Promoting through influencer partnerships¶

Allowed under the affiliate-program scaffold (marketing-campaigns/affiliate-program.md). Each influencer must be approved by Airwai before live promotion.

Self-check before every campaign¶

Before launching any new campaign, run through this checklist:

Have I confirmed legitimate-interest basis for any EU prospects?
Does every claim in the campaign have a verifiable source?
Is the unsubscribe mechanism clearly visible?
Are the discounts within my autonomy envelope?
Have I confirmed Airwai's brand guidelines are respected?
Is there any false urgency, false scarcity, or misleading claim?
Could a customer screenshot this and post it to Reddit / LinkedIn without it embarrassing Airwai?

If any answer is "no" or "I'm not sure" — pause. Run the campaign past Amir.

Reporting violations¶

If a call-center agent notices that another agent (or the call center itself) is violating these prohibitions:

Immediately notify the call-center lead
If the call-center lead is the source of the violation: notify Amir directly via phone + email
Stop the violating activity while the review happens
Don't retaliate against whoever raised the concern

Compliance is an everyone-job, not a hierarchy job.