Question 1

Q: What administrative tools are available to manage agents?

Accepted Answer

{"root":{"type":"root","format":"","indent":0,"version":1,"children":[{"type":"paragraph","format":"","indent":0,"version":1,"children":[{"mode":"normal","text":"Customers can manage and monitor their agents via the ReshapeX Admin Console, which provides activity logs, KPI tracking, usage metrics and data source management.","type":"text","style":"","detail":0,"format":0,"version":1}],"direction":"ltr"}],"direction":"ltr"}}

Question 2

Q: What administrative tools are available to manage agents?

Accepted Answer

{"root":{"type":"root","format":"","indent":0,"version":1,"children":[{"type":"paragraph","format":"","indent":0,"version":1,"children":[{"mode":"normal","text":"Customers can manage and monitor their agents via the ReshapeX Admin Console, which provides activity logs, KPI tracking, usage metrics and data source management.","type":"text","style":"","detail":0,"format":0,"version":1}],"direction":"ltr"}],"direction":"ltr"}}

Question 3

Q: Is a fully on-premise option available?

Accepted Answer

{"root":{"type":"root","format":"","indent":0,"version":1,"children":[{"type":"paragraph","format":"","indent":0,"version":1,"children":[{"mode":"normal","text":"Fully on-prem is technically possible but not preferred. We recommend a secure cloud-to-cloud model where all traffic is outbound-only and data stays under your control.Default (no APIM): Exchange Online → Microsoft Graph → ReshapeX cloud agent. Security is enforced via Azure AD app registrations, Exchange Application Access Policies (scoping to specific shared mailboxes), Conditional Access, IP allowlists, and full audit logs. For events, use either Graph change notifications or delta queries (pull) to avoid inbound webhooks.Optional - APIM: Insert your APIM between Graph/other systems and the agent to add mTLS, centralized auth, throttling, payload caps, header/payload inspection, and unified logging/policy versioning. Internal apps (Dynamics, SharePoint, ERP) can be exposed read-only, least-privilege through APIM—still no direct access to your internal network.Why not on-prem: Cloud delivery preserves centralized updates, scale, and continuous patching without expanding your exposure surface. Your data is never used to train models; mailbox content is processed just-in-time, and attachments are indexed into your per-tenant RAG only if explicitly allowlisted.","type":"text","style":"","detail":0,"format":0,"version":1}],"direction":"ltr"}],"direction":"ltr"}}

Question 4

Q: How is data residency managed?

Accepted Answer

{"root":{"type":"root","format":"","indent":0,"version":1,"children":[{"type":"paragraph","format":"","indent":0,"version":1,"children":[{"mode":"normal","text":"Data residency can be configured per customer. By default, ReshapeX uses region-specific hosting within AWS, depending on customer preference. Customers may select their preferred geographic region (e.g., U.S., EU, Canada) for data storage and processing.","type":"text","style":"","detail":0,"format":0,"version":1}],"direction":"ltr"}],"direction":"ltr"}}

Question 5

Q: How does the agent "learn" from past emails, quotes, and shared info when it has inbox access?

Accepted Answer

{"root":{"type":"root","format":"","indent":0,"version":1,"children":[{"type":"paragraph","format":"","indent":0,"version":1,"children":[{"mode":"normal","text":"It doesn't train the LLM; it builds and uses a private RAG index and a lightweight case memory—all under your control.Scope/control: Only designated mailboxes/folders/labels (e.g., \"KB-OK\", \"Final Quotes\") are ingested via Microsoft Graph → your APIM. Nothing else is indexed.Ingest & extract: Approved emails and attachments (e.g., quote PDFs) are parsed for entities (customer, SKU, terms, SLAs) and chunked/embedded into a per-customer index; ACLs and retention apply.Draft-time retrieval: When the Outlook add-in is clicked, the agent retrieves similar past replies, approved language, and matching quotes and uses them to draft a response—citing the sources it pulled from.Human-in-the-loop tuning (no model training): The system learns preferences from usage (which template got sent, edits users keep, tone/sign-off) and updates rules/templates and retrieval boosts.Sandbox vs prod: Sandbox uses a curated subset (labels/folders you choose) so behavior matches prod without broad exposure; nothing auto-migrates to prod.","type":"text","style":"","detail":0,"format":0,"version":1}],"direction":"ltr"}],"direction":"ltr"}}

Question 6

Q: What's different between sandbox and production?

Accepted Answer

{"root":{"type":"root","format":"","indent":0,"version":1,"children":[{"type":"paragraph","format":"","indent":0,"version":1,"children":[{"mode":"normal","text":"Same architecture, tighter guardrails in sandbox. Key deltas:Scope: Sandbox = one test mailbox + separate AAD app; Prod = approved shared mailboxes per policy.Permissions: Sandbox = minimum Graph scopes; Prod = least-privilege but may include send/ack scopes as agreed.Sending: Sandbox = auto-ack OFF (or ON with [TEST] tag + recipient allowlist, external blocked/sinked); Prod = auto-ack per SLA, external sending allowed per policy.Outlook add-in: Sandbox = deployed to test users only; Prod = org/targeted groups.Data handling: Sandbox = mail processed transiently, attachment indexing OFF by default; Prod = indexing only for allowlisted sources with retention rules.APIM policies: Sandbox = stricter rate limits, payload caps, verbose logging; Prod = performance-tuned, version-pinned policies.Connectivity: Both are outbound-only via Graph → your APIM; Sandbox often uses delta (pull) to avoid webhooks.Observability: Sandbox = debug/trace on; Prod = standard logging with SIEM export.Change control: Sandbox = staging for updates/experiments; promote to Prod after security & functional gates.Cleanup: Sandbox = revoke tokens, delete subs, purge caches/indexes after testing; Prod = steady-state per retention.","type":"text","style":"","detail":0,"format":0,"version":1}],"direction":"ltr"}],"direction":"ltr"}}

Question 7

Q: How will a sandbox for an agent that accesses a specific inbox look like?

Accepted Answer

{"root":{"type":"root","format":"","indent":0,"version":1,"children":[{"type":"paragraph","format":"","indent":0,"version":1,"children":[{"mode":"normal","text":"An isolated, least-privilege setup that mirrors prod:Scope: One test shared mailbox + a separate AAD app locked to that mailbox via Exchange Application Access Policy.Traffic: Outbound-only over TLS; optional delta (pull) instead of webhooks to avoid inbound endpoints.Behavior: Auto-ack OFF by default (or ON with [TEST] tag + recipient allowlist). Drafts are created via the Outlook add-in; humans review and send.","type":"text","style":"","detail":0,"format":0,"version":1}],"direction":"ltr"}],"direction":"ltr"}}

Question 8

Q: What programming languages and protocols are used to build and integrate the agents?

Accepted Answer

{"root":{"type":"root","format":"","indent":0,"version":1,"children":[{"type":"paragraph","format":"","indent":0,"version":1,"children":[{"mode":"normal","text":"ReshapeX agents are built using a modular, service-oriented architecture primarily based on Python and TypeScript, with secure REST and GraphQL APIs for communication. Integrations with enterprise systems (e.g., Microsoft 365, Dynamics, Salesforce, SharePoint) use OAuth 2.0, HTTPS/TLS 1.2+, and standardized JSON payloads. The system supports webhooks and message queues (e.g., Azure Service Bus, AWS SQS) where asynchronous processing is needed.","type":"text","style":"","detail":0,"format":0,"version":1}],"direction":"ltr"}],"direction":"ltr"}}

Question 9

Q: How does the human-in-the-loop email drafting work?

Accepted Answer

{"root":{"type":"root","format":"","indent":0,"version":1,"children":[{"type":"paragraph","format":"","indent":0,"version":1,"children":[{"mode":"normal","text":"A Microsoft Outlook web add-in (Office.js) surfaces a \"ReshapeX\" button. On click, the add-in (with AAD SSO and delegated Graph permissions) passes the selected message context to the agent through your APIM. The agent returns a draft (optionally referencing whitelisted SharePoint available PDFs or ERP data); the user reviews/edits and sends. The agent never auto-sends drafts. All traffic is outbound-only from the add-in/tenant to APIM; no internal network exposure.","type":"text","style":"","detail":0,"format":0,"version":1}],"direction":"ltr"}],"direction":"ltr"}}

Question 10

Q: When is the agent allowed to auto-reply to an email and what guardrails are in place?

Accepted Answer

{"root":{"type":"root","format":"","indent":0,"version":1,"children":[{"type":"paragraph","format":"","indent":0,"version":1,"children":[{"mode":"normal","text":"Only to auto acknowledge the receipt of a customer query. Scoped app registration and Exchange Application Access Policies restrict the agent to specific shared mailboxes. The agent sends receipt confirmations via Graph using send-as or send-on-behalf for that mailbox only.Guardrails: thread de-duplication (one ack per conversation), external-only, blocklist/allowlist, auto-generated detection, SLA-aware templates, full audit logs.","type":"text","style":"","detail":0,"format":0,"version":1}],"direction":"ltr"}],"direction":"ltr"}}

Question 11

Q: Given that the agent personalizes responses for each user, are Salesforce logins or CRM records exposed to OpenAI?

Accepted Answer

{"root":{"type":"root","format":"","indent":0,"version":1,"children":[{"type":"paragraph","format":"","indent":0,"version":1,"children":[{"mode":"normal","text":"No. We never send Salesforce credentials or raw CRM records to OpenAI. The only Salesforce-related context we use is:the cart contents needed to personalize related products, andthe prior conversation history for continuity.These are stored in our system under our retention policy and are not used to train OpenAI. We access Salesforce via a Connected App using OAuth 2.0 with a dedicated integration user and least-privilege scopes (profile/permission sets), plus optional IP allowlisting and token monitoring/rotation.","type":"text","style":"","detail":0,"format":0,"version":1}],"direction":"ltr"}],"direction":"ltr"}}

Question 12

Q: We are using Salesforce as our ecommerce platform. Do we need a Salesforce sandbox?

Accepted Answer

{"root":{"type":"root","format":"","indent":0,"version":1,"children":[{"type":"paragraph","format":"","indent":0,"version":1,"children":[{"mode":"normal","text":"Recommended for development/UAT, not strictly required for production. Sandboxes let you validate scopes, profiles/permission sets, and data flows without touching live data; this is Salesforce's own best practice. Production then uses the same approved APIs/permissions you already run.","type":"text","style":"","detail":0,"format":0,"version":1}],"direction":"ltr"}],"direction":"ltr"}}

Question 13

Q: Do we need a Dynamics sandbox?

Accepted Answer

{"root":{"type":"root","format":"","indent":0,"version":1,"children":[{"type":"paragraph","format":"","indent":0,"version":1,"children":[{"mode":"normal","text":"Recommended for Dev/UAT: use a non-production Dataverse environment (Dynamics sandbox) to validate app registration scopes, security roles, and data flows. Production uses the same approved endpoints/scopes.","type":"text","style":"","detail":0,"format":0,"version":1}],"direction":"ltr"}],"direction":"ltr"}}

Question 14

Q: What exactly is sent to OpenAI in a personalized flow?

Accepted Answer

{"root":{"type":"root","format":"","indent":0,"version":1,"children":[{"type":"paragraph","format":"","indent":0,"version":1,"children":[{"mode":"normal","text":"Only the minimum textual context needed to answer the current question (e.g., \"User asked for lead time on SKU X in their cart\"), not tokens, secrets, or full CRM objects. We follow secure-RAG guidance: source whitelisting, query scoping, redaction when applicable, and audit logging.","type":"text","style":"","detail":0,"format":0,"version":1}],"direction":"ltr"}],"direction":"ltr"}}

Question 15

Q: How does the system operate without requiring internal network exposure?

Accepted Answer

{"root":{"type":"root","format":"","indent":0,"version":1,"children":[{"type":"paragraph","format":"","indent":0,"version":1,"children":[{"mode":"normal","text":"The agent follows an outbound-only, cloud-to-cloud communication model. All traffic flows through secure HTTPS/TLS connections to approved Microsoft Graph or Microsoft Azure API Management (APIM) endpoints—there are no inbound ports, VPNs, or direct access to internal networks.When the agent needs to interact with internal business systems (e.g., Dynamics 365, SharePoint, or ERP), those systems expose read-only, least-privilege APIs through your existing APIM layer. This ensures your internal environment remains isolated, with full visibility, throttling, and audit logging managed by your IT controls.","type":"text","style":"","detail":0,"format":0,"version":1}],"direction":"ltr"}],"direction":"ltr"}}

Question 16

Q: Do you copy CRM/CI data into your systems to run campaigns?

Accepted Answer

{"root":{"type":"root","format":"","indent":0,"version":1,"children":[{"type":"paragraph","format":"","indent":0,"version":1,"children":[{"mode":"normal","text":"By default, no. We operate in a no-sync pattern—evaluate eligibility server-side and pass only a minimal flag (e.g., eligible_campaign_ids: [\"Q4_WEBINAR\"]). If a customer requests performance caching, we can store non-PII derivatives (hashed IDs, campaign flags) with short retention and customer-approved scopes.","type":"text","style":"","detail":0,"format":0,"version":1}],"direction":"ltr"}],"direction":"ltr"}}

Question 17

Q: Technically, how does the agent access the data it needs to run campaigns?

Accepted Answer

{"root":{"type":"root","format":"","indent":0,"version":1,"children":[{"type":"paragraph","format":"","indent":0,"version":1,"children":[{"mode":"normal","text":"Campaign logic runs server-side against Dynamics 365 Dataverse and, if used, Customer Insights (Journeys) segments. The agent's backend (not the LLM) calls Dataverse/CI with a least-privilege Entra ID service principal to read only what's needed (e.g., segment membership, campaign metadata, contact ID). The agent then passes a minimal claim to the LLM (e.g., \"eligible for Campaign Q4-WEBINAR\")—not raw CRM records.","type":"text","style":"","detail":0,"format":0,"version":1}],"direction":"ltr"}],"direction":"ltr"}}

Question 18

Q: How does the agent access Dynamics 365 for personalization?

Accepted Answer

{"root":{"type":"root","format":"","indent":0,"version":1,"children":[{"type":"paragraph","format":"","indent":0,"version":1,"children":[{"mode":"normal","text":"Dynamics 365 (CRM/ERP) — Contacts, Orders, Cases, CampaignsAccess: Dataverse Web API via Azure AD app registration (service principal) and security roles scoped to the minimal tables/columns needed (contacts, accounts, orders, cases, campaigns).Use: Personalize responses with known user context (e.g., last order, open case, segment/campaign membership).Handoff: For live support, the agent escalates to Dynamics 365 Customer Service (Omnichannel); human agents see the transcript and CRM context in the Copilot Service workspace.","type":"text","style":"","detail":0,"format":0,"version":1}],"direction":"ltr"}],"direction":"ltr"}}

Question 19

Q: How is data transported and secured during transmission?

Accepted Answer

{"root":{"type":"root","format":"","indent":0,"version":1,"children":[{"type":"paragraph","format":"","indent":0,"version":1,"children":[{"mode":"normal","text":"All data exchanges between the agent, RAG store, and third-party systems occur via encrypted HTTPS/TLS channels with mutual authentication where supported. No unencrypted communication is permitted. Transport logs and integrity checks ensure that every request/response exchange is verified and auditable.","type":"text","style":"","detail":0,"format":0,"version":1}],"direction":"ltr"}],"direction":"ltr"}}

Question 20

Q: What security protocols are implemented?

Accepted Answer

{"root":{"type":"root","format":"","indent":0,"version":1,"children":[{"type":"paragraph","format":"","indent":0,"version":1,"children":[{"mode":"normal","text":"All data in transit is protected using TLS 1.2 or higher, with HSTS enforced at the web application layer. Data at rest is encrypted using AES-256. Authentication follows OAuth 2.0 and OpenID Connect (OIDC) standards, with optional SAML 2.0 integration for single sign-on. Token rotation, IP allowlisting, and multifactor authentication are available for added protection.","type":"text","style":"","detail":0,"format":0,"version":1}],"direction":"ltr"}],"direction":"ltr"}}

Question 21

Q: Can we restrict exactly which fields the agent can read?

Accepted Answer

{"root":{"type":"root","format":"","indent":0,"version":1,"children":[{"type":"paragraph","format":"","indent":0,"version":1,"children":[{"mode":"normal","text":"Yes. You can scope the service principal to read-only roles for specific entities/columns (e.g., allow Contact → contactid, do not allow email/phone).","type":"text","style":"","detail":0,"format":0,"version":1}],"direction":"ltr"}],"direction":"ltr"}}

Question 22

Q: How do you ensure the LLM can't bypass permissions and "see" more?

Accepted Answer

{"root":{"type":"root","format":"","indent":0,"version":1,"children":[{"type":"paragraph","format":"","indent":0,"version":1,"children":[{"mode":"normal","text":"The LLM never queries data sources directly. It receives derived claims only (e.g., campaign eligibility) from our backend, which enforces ACLs in Dataverse/CI. If the source system denies access, the agent cannot surface the data.","type":"text","style":"","detail":0,"format":0,"version":1}],"direction":"ltr"}],"direction":"ltr"}}

Question 23

Q: For the ReshapeX AI agents running on our website as chatbots, will they continue working if we update or redo our website?

Accepted Answer

{"root":{"type":"root","format":"","indent":0,"version":1,"children":[{"type":"paragraph","format":"","indent":0,"version":1,"children":[{"mode":"normal","text":"Yes. ReshapeX agents are website-agnostic and will continue to work even if you update or completely rebuild your site. Integration only requires copying six lines of code into the new site, and your agent is instantly live again. Because the agent connects to your backend APIs and indexed data (not to your site's visual layout), changes to design, structure, or CMS do not break functionality.From a security standpoint, the agent only accesses the data you explicitly allow. We implement safeguards to detect and prevent abuse. The agent does not introduce new attack surfaces or bypass your defenses. All communication runs over encrypted channels (TLS 1.2/1.3), aligned with industry best practices.","type":"text","style":"","detail":0,"format":0,"version":1}],"direction":"ltr"}],"direction":"ltr"}}

Question 24

Q: If ReshapeX has access to those data, how safe are my internal data?

Accepted Answer

{"root":{"type":"root","format":"","indent":0,"version":1,"children":[{"type":"paragraph","format":"","indent":0,"version":1,"children":[{"mode":"normal","text":"PII stays in your Microsoft tenant (Dataverse/Customer Insights/SharePoint). ReshapeX uses read-scoped roles, field-level security, and table-level permissions to limit access. No credentials or raw CRM objects are sent to the LLM; only short, redacted context is used at answer time. All calls are encrypted, audited, and time-boxed to the integration identity.","type":"text","style":"","detail":0,"format":0,"version":1}],"direction":"ltr"}],"direction":"ltr"}}

Question 25

Q: What exactly is sent to the LLM in a personalized flow?

Accepted Answer

{"root":{"type":"root","format":"","indent":0,"version":1,"children":[{"type":"paragraph","format":"","indent":0,"version":1,"children":[{"mode":"normal","text":"Only the minimum textual context required (e.g., \"User visited the Conveyor Systems page; they are eligible for Campaign 'October Webinar: Optimizing Material Flow', and the agent can offer a one-click registration link\"), not secrets, tokens, or entire CRM records. IDs are resolved server-side via Dataverse/Spryker APIs. Audit logs capture every retrieval and call.","type":"text","style":"","detail":0,"format":0,"version":1}],"direction":"ltr"}],"direction":"ltr"}}

Question 26

Q: What happens when the agent is deployed inside a Microsoft Teams channel — how is security handled?

Accepted Answer

{"root":{"type":"root","format":"","indent":0,"version":1,"children":[{"type":"paragraph","format":"","indent":0,"version":1,"children":[{"mode":"normal","text":"The agent runs as a tenant-approved Teams app/bot and authenticates via Azure AD (Entra ID), inheriting your SSO/MFA/Conditional Access policies. Permissions are least-privilege and consent-based (Microsoft Graph + only the connectors you approve). The agent only accesses data sources you authorize and respects existing SharePoint/OneDrive/CRM ACLs—no elevation, no cross-tenant access. All traffic is TLS 1.2/1.3 over HTTPS with no new inbound ports or public endpoints. Conversation context is stored per your retention policy in a tenant-isolated environment; no data is used to train any model, and Zero Data Retention with the LLM provider is available. Full audit logs are captured and can be exported to your SIEM.","type":"text","style":"","detail":0,"format":0,"version":1}],"direction":"ltr"}],"direction":"ltr"}}

Question 27

Q: How is multi-tenancy handled?

Accepted Answer

{"root":{"type":"root","format":"","indent":0,"version":1,"children":[{"type":"paragraph","format":"","indent":0,"version":1,"children":[{"mode":"normal","text":"Each customer operates in a logically isolated environment, including separate indexes for RAG, separate encryption keys, and separate access controls. There is no risk of another customer's agent accessing your data.","type":"text","style":"","detail":0,"format":0,"version":1}],"direction":"ltr"}],"direction":"ltr"}}

Question 28

Q: What is your incident history?

Accepted Answer

{"root":{"type":"root","format":"","indent":0,"version":1,"children":[{"type":"paragraph","format":"","indent":0,"version":1,"children":[{"mode":"normal","text":"To date: zero security incidents. ReshapeX is built with SOC 2-aligned best practices, with security at its core: using bidirectional APIs, field-level validation, and automated audit logs. All data remains synchronized, protected, and ready for audit.","type":"text","style":"","detail":0,"format":0,"version":1}],"direction":"ltr"}],"direction":"ltr"}}

Question 29

Q: What happens if a user asks the agent for data they are not authorized to see?

Accepted Answer

{"root":{"type":"root","format":"","indent":0,"version":1,"children":[{"type":"paragraph","format":"","indent":0,"version":1,"children":[{"mode":"normal","text":"The agent respects existing access controls from your systems (Dynamics 365, SharePoint, etc.). If a user does not have access to a document or dataset in the source system, the agent cannot retrieve or display it.","type":"text","style":"","detail":0,"format":0,"version":1}],"direction":"ltr"}],"direction":"ltr"}}

Question 30

Q: How do you handle auditability?

Accepted Answer

{"root":{"type":"root","format":"","indent":0,"version":1,"children":[{"type":"paragraph","format":"","indent":0,"version":1,"children":[{"mode":"normal","text":"All retrievals, API calls, and authentication events are logged and auditable.","type":"text","style":"","detail":0,"format":0,"version":1}],"direction":"ltr"}],"direction":"ltr"}}

Question 31

Q: Who has access to our data?

Accepted Answer

{"root":{"type":"root","format":"","indent":0,"version":1,"children":[{"type":"paragraph","format":"","indent":0,"version":1,"children":[{"mode":"normal","text":"Access is strictly limited. Only your authorized users and designated integration accounts can interact with the agent. ReshapeX employees do not have standing access; any temporary support access requires explicit approval, is time-limited, and is fully logged.","type":"text","style":"","detail":0,"format":0,"version":1}],"direction":"ltr"}],"direction":"ltr"}}

Question 32

Q: What happens when the agent uses documents stored in SharePoint (or other repositories like OneDrive, Box, or Google Drive)?

Accepted Answer

{"root":{"type":"root","format":"","indent":0,"version":1,"children":[{"type":"paragraph","format":"","indent":0,"version":1,"children":[{"mode":"normal","text":"Access is handled through the repository's own API and authentication controls. For SharePoint specifically, we use Microsoft Graph API with Azure AD OAuth 2.0 and a least-privilege app registration. The agent can only access the specific libraries or folders you authorize. Files are indexed into a customer-specific RAG store, never cross-shared, and always stay under your control.","type":"text","style":"","detail":0,"format":0,"version":1}],"direction":"ltr"}],"direction":"ltr"}}

Question 33

Q: What public data does the agent use to answer product questions?

Accepted Answer

{"root":{"type":"root","format":"","indent":0,"version":1,"children":[{"type":"paragraph","format":"","indent":0,"version":1,"children":[{"mode":"normal","text":"The agent only uses product data that's already public on the vendor's website—including datasheets, pricing, availability/lead times, and product specifications.Datasheets and configurators: We download these and index them into our retrieval-augmented generation (RAG) system. RAG combines a retrieval engine with a large language model (LLM) to generate accurate, contextual answers.Pricing and lead times: Since this information changes frequently, the agent does not store it. Instead, it calls the same product/availability APIs the vendor's websites already use, formats the response, and presents it to the user. This process does not expand your exposure surface or create new external endpoints.","type":"text","style":"","detail":0,"format":0,"version":1}],"direction":"ltr"}],"direction":"ltr"}}

Question 34

Q: What practices do you follow to secure your RAG?

Accepted Answer

{"root":{"type":"root","format":"","indent":0,"version":1,"children":[{"type":"paragraph","format":"","indent":0,"version":1,"children":[{"mode":"normal","text":"We follow secure-RAG guidance: source whitelisting, query scoping, redaction (when applicable), and audit logging.","type":"text","style":"","detail":0,"format":0,"version":1}],"direction":"ltr"}],"direction":"ltr"}}

Question 35

Q: Do you follow the same data privacy practices with other model providers, like Anthropic?

Accepted Answer

{"root":{"type":"root","format":"","indent":0,"version":1,"children":[{"type":"paragraph","format":"","indent":0,"version":1,"children":[{"mode":"normal","text":"Yes. We are model-agnostic and apply the same safeguards no matter which LLM provider we use (OpenAI, Anthropic, or others). When connecting via API, we ensure that sharing of input/output data for model training is disabled by default. Both OpenAI and Anthropic's enterprise APIs support this approach, and we configure all deployments so that your data is never repurposed for training. In every case, your information remains under your control and is only used at query time to generate the requested response.","type":"text","style":"","detail":0,"format":0,"version":1}],"direction":"ltr"}],"direction":"ltr"}}

Question 36

Q: Will our data be used to train OpenAI?

Accepted Answer

{"root":{"type":"root","format":"","indent":0,"version":1,"children":[{"type":"paragraph","format":"","indent":0,"version":1,"children":[{"mode":"normal","text":"No. The data remains under your control; the model only \"reads\" it at query time, similar to a secure, dynamic search engine. Nothing leaves your environment. Industry guidance on RAG security stresses source scoping and least privilege, both of which we implement. Sharing of input/output data, evaluation data, and fine-tuning data for training models is disabled in our usage of the OpenAI API.","type":"text","style":"","detail":0,"format":0,"version":1}],"direction":"ltr"}],"direction":"ltr"}}

Question 37

Q: How is my data protected so other agents don't make it public?

Accepted Answer

{"root":{"type":"root","format":"","indent":0,"version":1,"children":[{"type":"paragraph","format":"","indent":0,"version":1,"children":[{"mode":"normal","text":"Your data is siloed, encrypted, and never cross-trained across customers. Agents only use your information for your users. Nothing leaks into public models.Each customer operates in a logically isolated environment, including separate indexes for RAG, separate encryption keys, and separate access controls. There is no risk of another customer's agent accessing your data.","type":"text","style":"","detail":0,"format":0,"version":1}],"direction":"ltr"}],"direction":"ltr"}}

Question 38

Q: How is my data protected so other agents don't make it public?

Accepted Answer

{"root":{"type":"root","format":"","indent":0,"version":1,"children":[{"type":"paragraph","format":"","indent":0,"version":1,"children":[{"mode":"normal","text":"Your data is siloed, encrypted, and never cross-trained across customers. Agents only use your information for your users. Nothing leaks into public models.Each customer operates in a logically isolated environment, including separate indexes for RAG, separate encryption keys, and separate access controls. There is no risk of another customer's agent accessing your data.","type":"text","style":"","detail":0,"format":0,"version":1}],"direction":"ltr"}],"direction":"ltr"}}

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General

1Q: What administrative tools are available to manage agents?

2Q: What administrative tools are available to manage agents?

3Q: What programming languages and protocols are used to build and integrate the agents?

4Q: Given that the agent personalizes responses for each user, are Salesforce logins or CRM records exposed to OpenAI?

5Q: For the ReshapeX AI agents running on our website as chatbots, will they continue working if we update or redo our website?

6Q: What happens when the agent is deployed inside a Microsoft Teams channel — how is security handled?

7Q: How is multi-tenancy handled?

8Q: What happens when the agent uses documents stored in SharePoint (or other repositories like OneDrive, Box, or Google Drive)?

Implementation

1Q: Is a fully on-premise option available?

2Q: How does the agent "learn" from past emails, quotes, and shared info when it has inbox access?

3Q: What's different between sandbox and production?

4Q: How will a sandbox for an agent that accesses a specific inbox look like?

5Q: How does the human-in-the-loop email drafting work?

6Q: When is the agent allowed to auto-reply to an email and what guardrails are in place?

7Q: We are using Salesforce as our ecommerce platform. Do we need a Salesforce sandbox?

8Q: Do we need a Dynamics sandbox?

9Q: How does the system operate without requiring internal network exposure?

10Q: Do you copy CRM/CI data into your systems to run campaigns?

11Q: Technically, how does the agent access the data it needs to run campaigns?

12Q: How does the agent access Dynamics 365 for personalization?

13Q: How is data transported and secured during transmission?

Governance

1Q: How is data residency managed?

2Q: What is your incident history?

3Q: How do you handle auditability?

Technical Sales

1Q: What exactly is sent to OpenAI in a personalized flow?

2Q: What exactly is sent to the LLM in a personalized flow?

3Q: What public data does the agent use to answer product questions?

4Q: What practices do you follow to secure your RAG?

5Q: Do you follow the same data privacy practices with other model providers, like Anthropic?

6Q: Will our data be used to train OpenAI?

Security

1Q: What security protocols are implemented?

2Q: Can we restrict exactly which fields the agent can read?

3Q: How do you ensure the LLM can't bypass permissions and "see" more?

4Q: If ReshapeX has access to those data, how safe are my internal data?

5Q: What happens if a user asks the agent for data they are not authorized to see?

6Q: Who has access to our data?

7Q: How is my data protected so other agents don't make it public?

8Q: How is my data protected so other agents don't make it public?

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General

1Q: What administrative tools are available to manage agents?

2Q: What administrative tools are available to manage agents?

3Q: What programming languages and protocols are used to build and integrate the agents?

4Q: Given that the agent personalizes responses for each user, are Salesforce logins or CRM records exposed to OpenAI?

5Q: For the ReshapeX AI agents running on our website as chatbots, will they continue working if we update or redo our website?

6Q: What happens when the agent is deployed inside a Microsoft Teams channel — how is security handled?

7Q: How is multi-tenancy handled?

8Q: What happens when the agent uses documents stored in SharePoint (or other repositories like OneDrive, Box, or Google Drive)?

Implementation

1Q: Is a fully on-premise option available?

2Q: How does the agent "learn" from past emails, quotes, and shared info when it has inbox access?

3Q: What's different between sandbox and production?

4Q: How will a sandbox for an agent that accesses a specific inbox look like?

5Q: How does the human-in-the-loop email drafting work?

6Q: When is the agent allowed to auto-reply to an email and what guardrails are in place?

7Q: We are using Salesforce as our ecommerce platform. Do we need a Salesforce sandbox?

8Q: Do we need a Dynamics sandbox?

9Q: How does the system operate without requiring internal network exposure?

10Q: Do you copy CRM/CI data into your systems to run campaigns?

11Q: Technically, how does the agent access the data it needs to run campaigns?

12Q: How does the agent access Dynamics 365 for personalization?

13Q: How is data transported and secured during transmission?

Governance

1Q: How is data residency managed?

2Q: What is your incident history?

3Q: How do you handle auditability?

Technical Sales

1Q: What exactly is sent to OpenAI in a personalized flow?

2Q: What exactly is sent to the LLM in a personalized flow?

3Q: What public data does the agent use to answer product questions?