AI and your data
Updated October 8, 2026 · 2 min read
On this page
Supahelp uses third-party AI services for customer answers, team assistance, request summaries, and related-request search. What is processed depends on the feature you use.
What each feature uses
Feature | Information used |
Customer Ask Supa | The visitor's question, conversation context, and relevant published help articles |
Supa for your team | Your message, chat context, and workspace information retrieved for the task, such as requests, conversations, comments, contacts, and published articles |
Request summary | Relevant request details, answers, emails, and comments |
Related requests | Request text and relevant previous support content prepared for similarity search |
External agent through MCP | The article content returned to the agent under the connection's permissions |
Customer Ask Supa cannot read private drafts, requests, emails, or internal comments. Team Supa and external coding agents have different access; do not assume a public-answer restriction applies to them.
Background preparation
AI is not limited to selecting Generate AI summary. When features are enabled, Supahelp can prepare search indexes in the background, including after you publish Knowledge Base content.
A customer question or a team message can trigger AI processing. Turning off customer Ask Supa stops new customer answers; it does not undo earlier processing or turn off the separate team feature.
Redaction and sensitive information
For request summaries and text retrieved by team Supa, Supahelp removes recognizable email addresses, internal identifiers, and token-like secrets before sending that text to the model.
Automatic redaction is not a guarantee that all sensitive information will be detected. Do not include passwords, payment card numbers, tokens, or unnecessary personal data in requests, prompts, or published articles.
Who sees results
Customer Ask Supa shows its answer to the visitor.
Request summaries and related-request results are available inside the workspace.
Team Supa chats belong to the member who started them and expire after 30 days.
Approved changes can become part of a request, contact, or Knowledge Base draft.
Approved email replies are sent to customers through your support email channel.
Team Supa proposals require approval. Knowledge Base draft approval does not publish the article.
External coding agents
An MCP connection's Read permission includes private Knowledge Base drafts and Page storage. Only connect an agent you trust, and grant the permissions it needs.
Your external agent's provider has its own data-handling and retention terms. Supahelp's settings do not control that provider. Keep connection tokens private and revoke unused connections.
Check the output
AI can make mistakes. Check sources, original requests, proposed recipients, and draft wording before acting.
See Supahelp's Privacy Policy and the applicable provider terms for data retention and model-training policies.
See AI features in Supahelp and Connect a coding agent with MCP.