Data privacy settings

Data Privacy settings decide what Pluno is allowed to take in from your help desk, and what it must remove before anything is stored or shown to the AI.

You need the Admin role. In the Pluno web app, open Settings, then Data Privacy.

What Pluno protects without any setup#

• Ticket knowledge is anonymized. Before a past ticket becomes knowledge, Pluno replaces identifying details such as names, email addresses and signatures with placeholders. Your company's own public information and links are kept.
• Internal notes are never used as ticket knowledge.

The settings below go further, and also cover the copies of tickets and messages Pluno keeps to do its work.

Exclude ticket groups#

Use this for groups that handle tickets Pluno should never touch, such as legal, HR or security.

Under Excluded ticket groups, tick the groups.

For tickets assigned to those groups:

• Pluno does not store or process them, and deletes the copies it already has.
• Pluno does not reply to them. A chat is handed to your team.
• Agents see Access restricted by Data Privacy in the Pluno sidebar.

A ticket that is moved into an excluded group later is removed from Pluno at its next update.

Exclude internal notes#

Switch on Exclude internal notes if your agents write things in notes that should stay inside the help desk.

Internal notes written in your help desk, and their attachments, are then not stored or processed. As a consequence:

• A new internal note no longer triggers an AI Copilot suggestion.
• Notes are no longer passed on to Jira, Linear or Slack with an escalation.

The notes Pluno writes itself are not affected.

Hash customer identity values#

Switch on Hash customer identity values to keep your customers' names and email addresses out of what Pluno stores.

• The customer's name, email address and CC addresses are stored as one-way hashes instead of readable text.
• The AI sees [NAME] and [EMAIL] in their place.
• The same customer always produces the same hash, so Pluno can still tell that two tickets came from one person.
• Data from Shopify is masked in the same way.

Agent names stay readable.

Scrub sensitive values with rules#

Scrubbing rules remove patterns you define, such as account numbers, card numbers or internal IDs, from the places listed below.

A rule has two parts: a regular expression that finds the value, and the text that replaces it.

1. Under Ordered scrubbing rules, select Add rule.
2. Enter the regular expression.
3. Enter the replacement text, for example [USER_ID].

Rules apply to message text, ticket subjects and descriptions, custom field values, attachment file names, and what Pluno itself writes, such as summaries, suggestions and QA evaluations.

Mask only part of a match#

By default a rule replaces everything it matches. Often you need surrounding words to find the value reliably, but only want the value itself removed. Wrap that part in (?P<mask>...).

To mask several parts of one match, name them mask, mask2 and so on.

Order your rules#

Rules run in the order shown, and when two rules match overlapping text, the earlier one wins. Use the arrow buttons to move a rule up or down. Put your most specific rules first.

Preview before you save#

1. Paste sample text into Live preview.
2. Select Preview all rules.

The Result shows the text after scrubbing. The preview uses the rules as they are on the page, saved or not, and changes nothing.

Save your settings#

1. Select Save Data Privacy policy.
2. Read the confirmation, then select Apply irreversible policy.

What happens next:

• New data. Within about a minute, the settings apply to everything Pluno receives.
• Existing data. Pluno goes through every ticket it has stored and applies the settings: tickets in excluded groups and stored internal notes are deleted, text is scrubbed, and customer identities are hashed. Pluno then rebuilds its ticket knowledge from the cleaned data.

Loosen a setting later#

You can remove a group or a rule, or switch a setting off, at any time. Pluno then imports your recent tickets from the help desk again. Values that were already scrubbed or hashed are not restored.

Retention and deletion#

Pluno keeps your data while your account is active. What happens to it after your account ends is set out under Return and deletion in the Data Processing Agreement.

The team also handles requests to delete a workspace or specific data. For individual tickets or notes, the two exclusion settings above remove what Pluno has stored.

Related#

• Security and compliance
• How Pluno learns