Security and your data
This page describes how Appricity keeps each customer's data separate and how it handles the credentials you give it. It describes how the product is built; it is not a certification.
How is my data kept separate from other customers'?
Every workspace is a separate tenant. Separation is enforced in the database itself: every table that holds customer data records which workspace a row belongs to, and the database refuses to return another workspace's rows to a request made on your behalf. It doesn't rely on each screen remembering to filter.
Inside a workspace you can go further with scopes: partitions for sources, conversations and voice exemplars, so that one team's material can be kept apart from another's. Data without a scope is visible across the workspace.
How are the credentials I connect stored?
Credentials for the systems you connect are encrypted before they're stored and are never shown back to you after you save them. That includes:
- CRM connections (Salesforce sign-in, HubSpot and Pipedrive tokens);
- your own voice provider keys;
- logins for demo targets (the product a demo shows);
- WhatsApp Business credentials;
- passwords for mailboxes connected with Other email (IMAP/SMTP).
When you edit a connection you leave secret fields blank to keep what's stored. Gmail and Microsoft 365 mailboxes connect through Google's or Microsoft's own sign-in, so Appricity never sees those passwords, and disconnecting revokes access and erases the grant. An Other email mailbox connects with a password, ideally an app password you can revoke at your provider at any time. It is encrypted, used only to read and send that mailbox's mail over a secure connection, never shown again, and erased when you disconnect. Disconnecting a linked WhatsApp phone erases its session.
How are passwords and sessions handled?
Passwords are stored as one-way hashes, never in readable form. Sign-in sessions use a short-lived access token and a refresh cookie that scripts on the page can't read; the refresh token itself is stored only as a hash.
Who in my company can see what?
Workspaces have two everyday roles:
- Admins configure knowledge, agents, channels, rules and integrations.
- Users work day to day: conversations, documents, leads, activity.
Screens a role can't use are hidden from it.
Do agents contact people who opted out?
No. Opt-outs are checked by the platform before every message, and by default an opt-out on one channel blocks every channel. You can also require recorded consent before agents use a channel; it's on by default for WhatsApp.
Is there a record of what agents did?
Yes. The Activity record holds every message, outcome and hand-over, and Governance lists every send the platform refused, with the reason.
Is it clear to people that they're talking to 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.
What happens to a document I delete?
A deleted source stops being used in answers straight away.
Does Appricity use my website chat embed to identify visitors?
No. The website chat embed works for anonymous visitors. You can limit which of your own website addresses it runs on, which stops other sites from reusing your snippet.