FAQ: data, security and AI

Can other customers see my data?

No. Each workspace is separate, and the separation is enforced in the database itself: it refuses to return another workspace's data to a request made for yours.

Can I keep some knowledge away from some agents?

Yes. Scopes partition knowledge and conversations inside your workspace, and each role surface chooses which scopes its agents can use.

How are my connected accounts' credentials stored?

Encrypted, and never shown back after you save them. That covers CRM tokens, your own voice provider keys, demo target logins, WhatsApp Business credentials and the passwords of mailboxes connected with Other email (IMAP/SMTP). Gmail and Microsoft 365 connect through Google's or Microsoft's own sign-in, so Appricity never sees those mailbox passwords. For Other email we recommend an app password, which you can revoke at your provider at any time; it's used only to read and send that mailbox's mail and is erased when you disconnect.

Does the agent make things up?

Answers are written from passages retrieved from your knowledge, and in the workspace every answer shows which passages it used, so you can check it. If the knowledge isn't there, the best fix is to add it. For topics where a wrong answer is costly (pricing, contracts, security details, roadmap) the refusal policy declines by default and hands over to a person.

Will the agent talk about our roadmap or pricing?

Not by default. Both are refusal topics in a new workspace, and pricing questions are handed to your team. You can change either.

Will it criticise our competitors?

No. Speaking badly of other companies is a refusal topic in every workspace.

Does it tell people it's an AI?

Yes. Agents say they're an AI assistant when asked, and voice conversations open with a spoken AI disclosure that can't be removed.

Can I see everything the agents did?

Yes. Activity records every message, outcome and hand-over, and Governance lists every send the platform refused, with the reason.

Can I stop everything at once?

Yes. An admin can choose Stop everything on the Swarm page. Every send in the workspace is refused until an admin lifts the stop.

What happens to a document I delete?

It stops being used in answers straight away.

Do you hold any certifications?

Ask your Appricity contact for our current security documentation.

Where are AI costs controlled?

Each workspace has a monthly allowance of platform conversations, which you can cap, and a daily AI spend limit. If the limit is reached, agents switch to a lighter model; beyond that, incoming messages get a short acknowledgement for your team to follow up and outreach is deferred, never dropped.