How KudosCRM Uses AI
Last updated: 2026-09-29
Kudos AI is the AI built into KudosCRM. It helps you work faster — for example by summarising notes, drafting emails, suggesting next steps and answering your website visitors. This page explains how it works and how we handle your data.
How it works
When a Kudos AI feature runs, the content it needs — such as the record you're working on, or a visitor's chat message — is sent over an encrypted connection to our AI provider, which generates the result and returns it to us. We list our AI provider with our other sub-processors on our Sub-processors page.
Before any text is sent, we automatically replace email addresses, phone numbers, payment card numbers, bank account numbers and IBANs, identity-document numbers, passwords and other secrets, IP addresses and labelled dates of birth with placeholders, then put the real values back into the result. We recognise these by their format or by a label next to them, so a value written in an unusual way can be missed. Names, company names, street addresses, amounts and the rest of the text are sent as written, because the AI needs them to do the task.
No training on your data
We don't use your content to train or fine-tune AI models.
What we keep, and for how long
| What | What it holds | How long we keep it |
|---|---|---|
| In-app assistant conversations | Your questions, the assistant's answers and any changes it proposes | 7 days |
| Record of AI actions | The tool an AI assistant used, the details it passed, the record it touched and the outcome — for our assistants and for AI apps you connect to KudosCRM | 90 days |
| Website chat conversations | The whole conversation, including the chat assistant's replies and the summary it writes when it hands a conversation to your team | 24 months after the last message, or the period you set in your support settings |
| WhatsApp conversations | The whole conversation, including the chat assistant's replies | Not deleted automatically |
| Usage records | The feature, who used it, the AI model, the amount of text processed, the cost and the time taken — never the text itself | No fixed limit |
| Ratings | Your rating, the reason you pick and any comment you write — never the question or the answer | No fixed limit |
| Quality grades | The grade and a short reason — never the conversation | 180 days |
Anything you save from Kudos AI — for example, an email draft or a note — becomes part of your CRM data and is kept like the rest of it.
Quality grading is currently switched off. If we switch it on, a small random sample of the assistants' answers is sent to our AI provider again to be graded.
Our principles
- You're in control. Most Kudos AI features run only when someone in your workspace uses them. Some run on their own — for example, the daily digest for workspace owners, admins and managers, and the chat assistant once you switch it on. Workspace admins can turn Kudos AI off for the whole workspace, or feature by feature, in Settings → AI.
- Assistive, not automated. AI outputs are suggestions for you to review and decide on, with one exception: once you switch on the chat assistant, it replies to your website and WhatsApp visitors directly and hands the conversation to your team when it can't help. We don't use AI to make automated decisions that have legal or similarly significant effects on people.
- Clearly labelled. AI-generated content is marked as such so you always know.
- Privacy by design. We continue to strengthen data minimisation and controls around AI processing.