8- Data Handling and Privacy

Raquel Updated by Raquel

When enabling AI integration, it’s crucial to understand how data is handled, what information is shared with AI providers, and what safeguards are in place to ensure compliance with privacy standards.

We adhere to strict Data Processing Agreements and Terms and Conditions, which you can review here: 👉 Turn.io Data Processing Addendum

We integrate AI into two primary areas of the platform:

1️⃣ AI in Journeys

When AI is used within Journeys, the following data is shared with the AI provider configured in your Turn.io account (e.g., OpenAI or Llama 3):

  • AI Assistant Context: The context you define in your AI Assistant settings (Settings > AI > Assistants), including any knowledge files uploaded there.
  • AI Block Instructions: The specific instructions set up within AI blocks in Journeys to guide AI interactions.
  • Audio Transcriptions: If voice messages are used in AI blocks, their transcriptions are sent to the AI provider for processing.

Purpose: These interactions enable automated, dynamic responses that improve the user experience and enhance conversational engagement.

2️⃣ AI in HelpDesk

AI is also integrated into the HelpDesk to assist human operators in responding more efficiently. When AI is used in the HelpDesk, the following data is shared:

  • AI Assistant Context: The predefined AI Assistant configuration in Settings > AI > Assistants, including uploaded knowledge files.
  • Chat History: The 10 most recent messages in the chat with the individual, providing context for AI-powered suggested replies.
  • (Optional) Contact Profile Data: If enabled in the AI Assistant settings, specific contact profile details of the individual may be sent to enhance response personalization.

Purpose: AI-powered Suggested Replies help agents respond faster and more accurately, reducing workload while maintaining high-quality, context-aware support.

OpenAI and Llama 3 Integration: Who Handles Your Data?

When setting up AI, you connect your AI provider (e.g., OpenAI or Llama 3). As a Turn.io customer, you are responsible for your provider connection, and your data is processed according to OpenAI’s standard agreements on data usage and privacy policies.

Key Considerations:

  1. You retain full control over your AI provider setup.
  2. Data submitted to OpenAI follows OpenAI’s publicly available data handling policies.
  3. Turn.io does not store or retain AI-generated responses—data flows securely between your chat service and the AI provider.
  4. To enhance transparency and data tracking, Turn.io has introduced AI events in BigQuery integration. This allows you to review exactly what information is being sent to OpenAI or other AI providers, providing clear insights into AI usage in your service.
Your Data, Your Control

✅ Data minimization: We only send essential context required for AI-generated responses.

✅ User consent: AI interactions follow WhatsApp’s policies on user-initiated messaging and consent-based engagement.

✅ Enterprise-grade security: Turn.io ensures secure API connections to your AI provider without storing unnecessary data.

AI enhances efficiency, but privacy remains our top priority. We are committed to ensuring secure, transparent, and responsible AI use in your chat services.

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