This policy explains how we use artificial intelligence (AI) in our product - what it does, how it handles your data, and what controls you have.
We're committed to being transparent and keeping you in control.
1. What AI Does in Our Product
Our platform uses AI to help your team work faster and smarter. AI-powered features include:
- Ticket triage & routing — automatically categorising and assigning incoming tickets
- Suggested replies — drafting response options for agents to review and send
- Summaries — condensing long ticket threads for quick context
- Insights & trends — surfacing patterns across tickets to help teams improve
- Agentic actions - performs actions based on your defined workflows.
AI suggestions can be always reviewable and approved by a human before any action is taken.
2. How We Handle Your Data
- Your ticket data is used to power AI features within your account only.
- We do not use your data to train shared or third-party AI models.
- Data sent to AI processing is encrypted in transit and at rest.
- We minimise data retention - AI inputs are not stored beyond what is needed to deliver the feature.
- All messages are stored in Slack - we do not store any replies in our datacenter.
3. Third-Party AI Providers
We partner with leading AI providers to deliver our features. Where third-party models are used:
- We have data processing agreements (DPAs) in place with all providers.
- Providers are contractually prohibited from using your data for their own model training.
4. Human Oversight & Control
We design AI features with humans in the loop:
- No AI action (routing, reply, escalation) is taken without agent review unless explicitly enabled by your admin.
- All AI suggestions are clearly labelled in the interface.
- Agents can accept, adjust, or dismiss any AI suggestion at any time.
5. Your Controls & Opt-Out
- Workspace admins can disable individual AI features in account settings, or per inbox.
- Opting out of AI features does not affect core ticketing functionality.
6. Accuracy & Fairness
- AI suggestions may not always be correct - human review is encouraged before acting.
- We regularly evaluate our AI features for accuracy, bias, and unintended behaviour.
- If you notice unexpected or harmful AI output, please report it to us immediately.
7. Regulatory Compliance
We design our AI use to align with applicable law, including:
- EU AI Act - our AI features fall within the limited-risk category and comply with applicable transparency requirements.
- GDPR / UK GDPR - AI data processing is covered under our privacy policy and DPA.
- We monitor evolving AI regulation and will update this policy as required.
8. Policy Updates
We will notify customers of material changes to this policy at least 90 days in advance via email or in-app notification. The latest version is always available here on our website.
