Data and privacy

Three settings decide what happens to customer data in this app, and they are worth a deliberate decision rather than a default.

Retention

Retain messages for sets how many days conversations are kept before they are removed.

Longer retention gives you better analytics and a longer memory for returning customers. Shorter retention reduces what is exposed if anything ever goes wrong. There is no correct answer, only a choice that should match the sensitivity of what people tell you.

Pick the number your privacy policy already promises. If those two disagree, the policy is the one customers can read.

Redacting personal data

Redact PII strips personally identifying information from stored messages.

This is the setting people enable after an incident rather than before one. Turn it on when conversations routinely carry card numbers, health details, or government identifiers, which is more often than most teams assume. Customers paste whatever is in front of them.

Redaction applies to what is stored. It does not stop a customer from typing something, so it reduces exposure rather than eliminating it.

Sharing with model providers

Share data with provider controls whether conversation content may be used by the model provider beyond answering the immediate request.

Off is the conservative default and the right one for most businesses. Turning it on is a decision for whoever owns your data protection position, not for whoever happens to be in the settings screen.

If you have your own provider account connected through the LLM Gateway, your provider’s terms apply as well as this setting. Both have to be right.

Notifications

Three email toggles decide when the platform contacts your team.

Setting	Sends email when
New conversation	A conversation starts
New assignment	A conversation is assigned to someone
Daily summary	Once a day, with the numbers

New-conversation email is the one to be careful with. It is genuinely useful at five conversations a day and actively harmful at five hundred, because the moment an alert is always firing it stops being an alert. If your agent resolves most conversations alone, assignment email is the better signal: it fires only when a human is actually needed.

The daily summary is the low-cost option. It is the one to keep when you turn the others off.

Where the record lives

Changes to these settings are audited like any other. If retention shortens and nobody remembers agreeing to it, the audit log knows who and when. See Roles and permissions.

Taking your data with you

Everything covered above can also be downloaded: catalog, customers, conversations, messages, bookings and agent configuration, as CSV. Exports are recorded here alongside these settings, their download links expire, and erasing a workspace removes its exports with it.

See Exporting your data.