AI use policy
How AI features work, what they receive and what stays under human control.
Effective 2026-11-07 · Version 1
Off until a company turns it on
AI features are part of some packages, and a company chooses whether to use them. Nothing is sent to an AI provider for a company that has not turned them on.
What it does
AI can draft replies, summarise conversations, answer customers from the company's own knowledge base, and suggest next steps. An automatic reply from an AI agent only happens where the company has set one up, and the agent hands over to a person when it cannot help.
What the provider receives
Only the text needed for the task, such as the conversation, the customer's name and the relevant knowledge articles. Clinical assessment and treatment plan notes are never sent. The provider is listed on the subprocessors page.
Training
We do not use a company's data to train AI models. We choose providers whose commercial terms say they do not train on data sent through their API.
Human responsibility
AI can be wrong. The company must review what it produces before relying on it. It must never be used alone for medical, legal or financial decisions. Customers talking to an AI agent should be told so.
Usage
Each package has a monthly allowance of AI credits. The company sees what it has used.
Contact
Write to no-reply@rutbacrm.com.