Privacy and how long things are kept
In short. Passwords and card numbers are removed as soon as they’re seen. Full detail of the agent’s work is kept for 90 days, personal details are then hidden, and after a year the detail is deleted.
Passwords, keys and card numbers
If a customer types a password, an access key or a card number, it is replaced before it is ever stored, and before anything is sent to the AI model. This can’t be turned off.
How long the agent’s working notes are kept
Each time the agent works on a ticket, it keeps notes of what it read and did, so you can check its work later. Those notes are kept in three stages:
- First 90 days. Kept in full, so you can look into a complaint.
- From 90 days to 1 year. Personal details such as email addresses, phone numbers, street addresses and ID numbers are replaced with labels like [email]. The outline of what the agent did stays.
- After 1 year. The detail is deleted. Only totals remain, such as counts, costs and outcomes, with no customer content.
Even in the first 90 days, only people with permission see the full detail. Everyone else sees the outline, with personal details hidden.
Emails and attachments
- Original emails. The original copy of an incoming email is deleted after 1 year. The message on the ticket stays.
- Attachments. Kept while the ticket is open, and for 1 year after it’s closed, then deleted.
Changing these times
These are the starting settings. You can shorten any of them. You can lengthen them up to 2 years, but no further. Every change is recorded.
Removing or exporting one person’s data
One person’s data can be exported or deleted. Deleting removes their messages, attachments, original emails and the agent’s notes about them. Anonymous totals stay.