Plans and permissions:
- Add-on: AI agents or Copilot, billed separately
- Turn on automatic data cleanup: Admin role, or a custom role with General settings set to Can edit general settings
Use this article to answer questions about how Assembled’s AI products, AI agents and Copilot, handle your data and your customers’ data. It covers how data is protected, how personally identifiable information (PII) can be redacted, what’s sent to the AI model providers we use, and where data is stored. For Assembled’s certifications, see Security and compliance.
How your data is protected
- Message data is encrypted in transit with TLS 1.2 or 1.3, and at rest with AES-256.
- Assembled is SOC 2 Type II audited by an independent auditor. SOC 2 is a widely recognized auditing standard that checks that a company has strict information security policies and procedures, and follows them.
- You can turn on PII redaction to remove PII from conversation text. See PII redaction.
- You can have stored AI conversations redacted or deleted automatically after a set number of days. See Clean up stored conversations.
What’s sent to AI model providers
AI agents and Copilot use generative AI models from OpenAI and Anthropic. We don’t store more information with these providers than necessary, but we do send context about a case, such as the earlier messages in the conversation, so the model can give a useful answer.
If you turn on PII redaction, PII is removed from that text before it’s sent.
Training on your data
We don’t train our models on one customer’s data to serve other customers, so your data won’t appear in answers for anyone else. Each customer has its own sandboxed environment, isolated from other customers’ data.
Where data is stored
Knowledge base data is stored with Pinecone and Algolia. All other data is stored with our cloud provider, AWS, in the US (us-east-1).
PII redaction
PII redaction uses Amazon Comprehend, an AWS service that detects and anonymizes sensitive data, to detect PII in customer text. Comprehend recognizes more than 20 universal types of PII, such as addresses, ages, and credit card numbers, and more than a dozen country-specific types, such as US Social Security numbers and passport numbers. For details, see Trust and safety with Amazon Comprehend.
When redaction is on, Assembled replaces the PII it finds, such as names, email addresses, phone numbers, addresses, usernames, passwords, and card and bank account numbers, with [REDACTED]. It removes PII from the customer text that Assembled stores, and from the text sent to our AI model providers.
How redaction affects answers
Keep in mind: PII redaction makes AI agents and Copilot less able to answer questions. Information that’s often useful, such as a customer’s name, email address, or order number, is removed from the context they work with. With redaction on, they can answer general questions, but replies aren’t personalized to the customer’s history.
Turn on PII redaction
PII redaction is off by default. It’s available for conversations from Intercom, Salesforce, and Zendesk. To turn it on for AI agents and Copilot, contact our team.
Clean up stored conversations
To redact or delete stored AI conversations automatically after a set number of days, turn on automatic data cleanup. This helps you meet your data retention policies and privacy regulations.
Important: Redacted or deleted data can’t be recovered. Check your settings before you save.
- Go to Configure > General settings.
- In Data retention settings, select Enable automatic data cleanup.
- Under Redaction type, choose what happens to conversations:
- Redact PII: replaces PII, such as names, email addresses, and phone numbers, with placeholder text, and keeps the rest of the conversation. Redaction uses Amazon Comprehend.
- Delete message data: permanently deletes all conversation messages and content, and keeps only conversation IDs and non-sensitive details, such as timestamps.
- In Data retention period, enter how many days to keep data before it’s redacted or deleted, from 7 to 365.
- Select Update data retention settings.
To stop future cleanups, clear Enable automatic data cleanup and save. Conversations that were already redacted or deleted stay that way.