Data and security
It acts only as the person who connected it
Section titled “It acts only as the person who connected it”An AI client has no account or access of its own. It acts as the one person who approved it, in one PSA:
- Only what they may. Each call is checked, at that moment, against the person’s Nilear sign-in, their membership of the PSA, External AI being on and their External AI level. Their External AI level caps what the client may do and never adds to their own access. How
- Only one PSA. Each PSA has its own address, and a client signed in for one cannot use another. No tool reaches another PSA.
- Only the ticket in hand. The ticket tools work only on the ticket the person is working in MTX, or holds in PSR, under the One Ticket Method, and only where Support Advisor works on the ticket’s board and company. Which tickets
- Approved by the person. A client connects only when the person signs in to Nilear in their browser and approves it, and never under a staff override of their account.
What a client can read
Section titled “What a client can read”| Tool | Reads |
|---|---|
| Who am I | The person’s name and email, the PSA’s name and address, their External AI level, the client and the connection. |
| Get ticket | The ticket the person is working: its fields, including the contact’s name, email and phone; every note with who wrote it; its attachment list. Read from ConnectWise with the person’s own API keys, so within their ConnectWise security role. |
| Get ticket attachment | One image or emailed .eml file on that ticket. No other kind of file. |
| Find similar tickets | Support Advisor’s analysed cases of resolved tickets, only of companies the person may see in ConnectWise: problem, steps, root cause, resolution. Never notes, contacts or company names. |
| Get availabilities, Get availability | Your team’s MTX availability, limited by the availability settings on the Members page. |
What a client can change
Section titled “What a client can change”- Set availability changes a status, work location or active role, the person’s own by default. MTX decides whether they may change someone else’s, and makes the change exactly as its availability board would, including any In/Out Board entry or time entry MTX makes in ConnectWise when your company uses that.
- Suggest next steps posts a suggestion to the ticket’s Support Advisor tab in MTX, where everyone who opens the ticket sees it. It waits there: nothing reaches the ticket, its email draft, ConnectWise or the customer until a technician clicks one of its actions and, for notes, saves their work. Use a suggestion
Where the data goes
Section titled “Where the data goes”What a tool returns goes to the AI client, and from it to the AI model the client uses, under your own agreement with that client’s provider. Nilear does not control what the client or its provider keeps; choose clients your company allows for customer data. Clients are told that ticket content is customers’ and technicians’ writing, to be read and never obeyed, and no tool does anything because of what a ticket says.
How long access lasts
Section titled “How long access lasts”| Lasts | |
|---|---|
| An approval request on the Connect an AI client page | Ten minutes, in the browser that started it, used once. |
| A client’s access | Minutes at a time, renewed by the client while in use, each renewal checked again. |
| A client’s sign-in | Until 30 days unused, or until the connection is revoked. |
| A connection | Until the person or an administrator revokes it, or External AI is switched off. A revoked connection never works again. |
A member made inactive or lowered to No Access is refused on the client’s next call.
What Nilear records
Section titled “What Nilear records”- The audit trail records each connection made, each revocation (by the person, an administrator or the switch), each change of the External AI switch, and each tool call, naming the person and the connection. It never records what was asked or answered: no ticket text, notes, attachments, emails, suggestions or availability.
- Suggestions are kept until they appear in the Support Advisor tab; their text is then deleted from External AI, and the record of them after seven days. In MTX, a suggestion stays in the tab until a member removes it.
- Availability: Nilear keeps a copy of your team’s MTX availability, received from MTX, to answer the availability tools.
- Connections: who connected which client, when, and when it was last used, shown on the AI Clients page.
Who controls it
Section titled “Who controls it”| Control | Who |
|---|---|
| External AI on or off for the PSA | Administrators. Off by default; switching off revokes every connection. |
| Each member’s External AI level | Administrators, on the Members page. |
| Which boards and customers AI may work on | Administrators, through Support Advisor’s board ticks and excluded companies. |
| Connecting a client | Each person, for themselves only. |
| Revoking a connection | The person, or any administrator. |