AI Transparency

What we use AI for

AI features fall into two buckets — automated triage that runs on inbound tickets, and assistive features in the agent dashboard. Both are paid-plan features.

1. Inbound triage (automatic)

When a new email or form submission arrives, Scitor runs a single AI pass to produce four short labels and a one-sentence summary:

• Sentiment — positive / neutral / negative
• Category — bug-report, feature-request, billing, question, account, other
• Priority — urgent / high / medium / low (overridable by routing rules)
• Spam score — clean / medium / high (combined with rate limits + block lists)
• One-sentence summary — a brief recap of the customer's ask, posted as a hidden comment for the agent

What's sent: the email subject + body (truncated to ~16,000 characters) and any plain-text attachments. What's never sent: previous ticket history, contact data, or anything from other tickets.

2. Dashboard drafting & quick adjustments (agent-triggered)

In app.scitor.io, agents can ask AI to draft a reply or refine the current draft. Triggered explicitly via the "AI draft" button, the slash menu, or one of the quick-action presets (more concise, more formal, fix grammar, longer, shorter, summarize the ticket).

What's sent per request:

• The ticket title and body (truncated to ~2 KB)
• The agent's current draft, if any (truncated to ~2 KB)
• The agent's instruction (capped at 500 characters)
• A handful of knowledge-base excerpts retrieved via vector search over your docs only
• The agent's GitHub display name — used so the AI signs the draft correctly

What's never sent: other customers' tickets, billing/account data, contents of repos Scitor isn't installed on, and anything from other tenants.

Output is capped at ~500 tokens (~375 words). When the model doesn't know a value (the customer's name, an order ID, …) it uses {{customer_name}} placeholders the agent fills in before sending — so the AI never invents facts about a specific customer.

3. Knowledge-base search (agent-triggered)

The /search ai command and the knowledge-base citations in dashboard drafts use semantic search over your repo's docs/ folder. Embeddings for your articles are stored in Cloudflare AutoRAG, within Cloudflare's infrastructure. Customer messages are not embedded.

4. Customer-facing chatbot (visitor-triggered, Enterprise)

The optional AI chatbot widget answers website visitors' questions using only the knowledge-base articles of the installation it belongs to. If the docs don't contain an answer, it says so and offers a contact form — it never answers from general knowledge.

What's sent per message: the visitor's question and the last few turns of the current conversation (length-capped), plus a handful of retrieved knowledge-base excerpts, each capped in length and bounded by a total context cap. Conversations are not stored on our servers; the transcript lives in the visitor's browser and is only persisted if the visitor chooses to escalate to a ticket. Per-visitor and per-site rate limits are enforced server-side.

What we never do

• No training. Your tickets, replies, contacts, and knowledge-base articles are never used to train, fine-tune, or evaluate any model — ours or our providers'. Our agreement with Cloudflare Workers AI specifies the same.
• No cross-tenant context. Each AI request includes only data from the current installation. We don't aggregate tickets across customers to build "smarter" models.
• No silent data sharing. The list of providers below is exhaustive. We don't forward AI requests to third parties beyond Cloudflare Workers AI.
• No AI-only decisions on sensitive actions. Sending a reply, closing a ticket, refunding a charge — these always require a human click. AI proposes; agents dispose.
• No retention beyond the request. AI request/response bodies are not logged. Cloudflare Workers AI processes the request in-memory and discards it.

Models & sub-processors

The AI features described above use the following models, all served by Cloudflare Workers AI:

Models can change as Cloudflare releases newer/better options. We update this page whenever the model changes. Your existing data stays in place; you don't need to re-index or re-configure anything.

Your support conversations are GitHub Issues or Discussions, so they live in your own GitHub repository — under GitHub's own terms and in GitHub's own locations, which are not in the EU. That's a property of the architecture, not a Scitor decision: you already made that call when you chose GitHub as your support platform. What Scitor itself stores is different, and it's not something you can see: it sits in three Cloudflare-operated locations, each fixed today but none bound by a jurisdiction constraint — a primary database (tickets metadata, contacts, CSAT, metrics, configuration) in Western Europe, attachments in Western North America, and compiled knowledge-base/ documentation sites in Eastern North America. Two of these three are outside the EU, but they hold materially less personal data than the GitHub side: full message content, names, and email addresses live in the Issue or Discussion body, not in Scitor's attachment or docs storage. Full breakdown at scitor.io/security.

Your controls

• Turn off inbound triage: add ai: { enabled: false } to your .github/scitor.yaml. Tickets will continue to be created, but no AI labels, summary, or sentiment will be applied.
• Turn off dashboard drafting: downgrade to the Free plan, or remove the Pro/Enterprise entitlement. The AI buttons and slash items in the dashboard disappear; everything else continues to work.
• Per-request opt-out: dashboard AI features are agent-triggered, so the simplest opt-out is "don't click them". Inbound triage runs server-side, so the YAML setting is the way to disable it.
• Rate & budget limits: dashboard AI is rate-limited per installation per day (50 on Pro, 500 on Enterprise) so a runaway loop can't burn through your budget. Each request has hard caps on input and output token size.
• Data export & deletion: AI does not create new records — outputs are written into the same GitHub Issues / comments your team controls. Deleting a ticket on GitHub deletes its AI-generated labels and summary with it. Uninstalling the GitHub App removes Scitor's access; we retain only the minimal billing records described in our Privacy Policy.

Changes & audit

Material changes to this page are listed below. When we change something that affects what data is sent to AI providers, we'll announce it on the blog and via a banner in the dashboard at least 14 days before the change takes effect.

• June 12, 2026 — added the customer-facing chatbot (Enterprise): what it sends, no server-side conversation storage, rate limits.
• June 4, 2026 — initial publication.

Questions

Send anything we haven't covered to support@scitor.io and we'll get back to you. We're happy to discuss specifics for security reviews or vendor assessments.