Data and privacy
What not to enter into Productsup Kai, how your questions are processed, what Productsup stores, who can review conversations, and how long data is kept.
Productsup Kai is an AI system. Your questions, the answers you receive, and any feedback you submit are processed by Productsup and a third-party AI provider that generates the answers. Do not enter passwords, access credentials, payment details, personal data, or confidential information into Kai. You can delete a conversation yourself at any time.
What not to enter into Productsup Kai
Information you enter is processed to generate answers and may be stored. Stored conversations may be reviewed by authorized Productsup employees for the purposes described on this page. Enter only what is needed to describe your question.
Caution
Never enter the following into Kai:
- Passwords
- API keys, access tokens, or other credentials
- Payment or bank details
- Confidential business information that your question does not require
- Personal data about yourself or others, such as names, contact details, or customer records
- Special categories of personal data, such as health, financial, or identity document data
If you entered sensitive or confidential information by mistake, delete the conversation and contact Productsup Support at support@productsup.com to request deletion of any related stored data.
How your questions are processed
Your question travels over an encrypted connection to Productsup. Productsup then sends your question, the documentation passages selected for it, and the recent messages of the current conversation to a third-party AI provider, which generates the answer and returns it to the platform.
The AI provider acts as a subprocessor for Productsup under the data processing agreement that applies to your contract. For Productsup's general security and data protection practices, see Information security and data protection.
What Productsup stores
Productsup stores the following data for your conversations and the feedback you submit:
| Data | Description |
|---|---|
| Question | The text of the question you asked |
| Answer | The answer Kai generated |
| Source articles | The documentation articles the answer is based on |
| Rating | Whether you rated the answer helpful or not helpful |
| Reason | The reason category you selected for a not-helpful rating |
| Description | The text you entered when you selected Other as the reason |
| Timestamp | The date and time of the question and of the feedback |
| Conversation identifier | The internal identifier of the conversation the message belongs to |
| User identifier | The identifier of your Productsup user account, taken from your platform login |
| Account and site context | The organization, account, and site you were working in when you started the conversation, where this information is available |
Productsup does not store your Productsup password, and Kai has no access to it.
Who can review Productsup Kai conversations
Productsup employees can review stored conversations and feedback where it is necessary for one of the following purposes:
- Investigating reported issues or user feedback
- Reviewing the quality of Kai's answers
- Finding and closing gaps in the documentation
Access is limited to authorized members of the Technical Support, Product, and Engineering teams who have the required platform permissions. Productsup employees do not browse conversations for any other purpose.
How long conversations and feedback are kept
Productsup deletes a stored conversation, including all of its messages, 90 days after your last activity in that conversation. Sending a message in a conversation counts as activity and resets the 90 days.
The following actions do not count as activity:
- Rating an answer in the conversation
- Opening or reading the conversation without sending a message
- Sending a message in a different conversation
Feedback records are kept separately from conversations and are not removed by this automatic deletion. Productsup keeps them to measure the quality of Kai and to improve the documentation. To have your feedback records deleted, see Request deletion of your data.
Request deletion of your data
To have your stored Productsup Kai conversations, feedback records, or both deleted, contact the Productsup Support team at support@productsup.com or your Customer Success Manager, and state that your request concerns Productsup Kai data. Include the approximate date and the question involved if you want a specific conversation removed rather than all of your Kai data.
Productsup handles the request as a data deletion request under the data processing agreement that applies to your contract.
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