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6.3. Data Sent To HelpSpot AI Services

AI Triage

Categorization

To categorize request HelpSpot AI Services needs to train on your existing requests that are in the enabled category. Sample request text body data is selected from the pool of closed requests in a category and sent to HelpSpot AI Services to build a description of that category. After the category is trained each time a new request is created the body and subject of that request is sent to HelpSpot AI Services for categorizations.

Request Summary

To summarize a request, each time a new request is created the body and subject of that request is sent to HelpSpot AI Services.

Out of Office Detection

To detect out of office replies on a request, each time a new request is created the body and subject of that request is sent to HelpSpot AI Services.

Action Prompts

Action prompts in HelpSpot allow users to invoke actions through intuitive, natural language instructions. When an action prompt is used, the data transferred to HelpSpot AI Services is limited to the information specifically stated by the placeholders in the prompt.

Here are examples of some placeholders:

• {{ first.name }} - Represents the first name of the customer. This can only be used in request prompts.
• {{ staff.first.name }} - Stands for the first name of the acting staff member.
• {{ input.text }} - This is a selected text in the editor if the user has made a selection. If no selection has been made, it represents the whole text editor content.

These placeholders define the specific pieces of information that are sent to HelpSpot AI Services.

Summarize Request History Feature

HelpSpot's Summarize Request History feature is an advanced tool that uses AI to condense extensive request histories into a brief and coherent summary. In this case, the entire request history for the specific request is sent to HelpSpot AI Services.

This is necessary to ensure the AI model has all the relevant information needed to generate a comprehensive and accurate summary.

Translate Request History Feature

The Translate Request History feature translates an individual request history item when requested. When this feature is used, only the specific request history item being translated is passed to HelpSpot AI Services.