Security and privacy for an AI customer support chatbot
Updated
Short answer
Paperlink AI keeps each workspace in its own database and its own partition of the search index, and never uses your documents or conversations to train AI models. The widget key is protected by allowed origins, a Cloudflare Turnstile check and rate limits. A Data Processing Addendum and a public subprocessor list back these terms.
A support chatbot holds two kinds of sensitive material: your internal documents, and what your customers type into the widget. Before a support team adds one to its website, it needs plain answers about where that data goes, who can reach it, and how to get rid of it. This page gives those answers for Paperlink AI and the questions to ask any vendor.
How it works in Paperlink AI
Each workspace is kept apart
Each workspace's documents and chats live in their own database, and its search entries in its own partition of the search index. Every request reaches only the workspace that its key or login belongs to. In our internal evaluation (September 2026), cross-workspace leak tests found 0 leaks.
Your content is not used for training
Paperlink AI never uses your documents or conversations to train AI models, and the AI providers that process them for us do not train on them either. The subprocessors page lists every provider and what it receives, and the Data Processing Addendum sets out the terms for your content. The security and compliance page collects all of this in one place.
Storage and encryption
All traffic uses HTTPS. Documents, indexes and chats are stored on Cloudflare and encrypted at rest. Our infrastructure and most of our providers are in the United States. Account and billing data is exported nightly, and each workspace's document text and chats have 30 days of point-in-time recovery.
Protecting a widget that anyone can load
Every website chatbot has the same problem: the key sits in your page source, so anyone can copy it. Paperlink AI puts three layers in front of it.
| Layer | What it does |
|---|---|
| Allowed origins | The API accepts widget requests only from the sites you list, by exact match, up to 50 origins. |
| Turnstile | A Cloudflare bot check runs once for each session, before the first message. |
| Rate limits | Each visitor can send 20 requests a minute and each key 600, so bursts cannot drain your replies. |
Keys only authenticate the widget and have no other powers. Only Admins can create, rotate or revoke them, and a rotation gives you 10 minutes to deploy the new key before the old one stops.
The bot itself
Your documents are treated as data, never as instructions, so a page that says "ignore your rules" does not change how the bot behaves. The bot does not ask visitors for passwords or reveal its setup, and we test this with a dedicated security exam. It is told to answer only from the passages it finds in your content, not from the open web.
Your team's accounts
A password sign-in from a new browser needs a 6-digit code sent by email, and a "New device signed in" email follows. Admins and Members have different rights, and you can see each signed-in device and sign it out from the dashboard.
Deleting data and your rights
- Delete a document in the dashboard and its stored copy, text and search entries are removed from active systems promptly.
- Backups expire within 30 days.
- Widget conversations stay while the workspace is active. Email support to delete them or to delete a workspace.
- We answer requests to access, correct, delete or export personal data within 30 days.
- We notify you of a data breach that affects you within 72 hours, and give 30 days' notice of a new subprocessor.
Two limits to know. There are no retention settings in the dashboard today. And Paperlink AI does not support protected health information: do not upload documents or import pages that contain patient data. The privacy and retention guide has the details.
What to look for in any tool
Ask every vendor the same questions, and ask for the answer in writing:
- Is my content used to train models? Ask about the vendor and every AI provider behind it, not only the vendor.
- How is my data separated from other customers? "Logically separated" can mean a shared table with a filter. Ask what the separation is.
- Who are the subprocessors? A public list with what each one receives is a good sign.
- Can the public key be abused? Look for origin restrictions, bot checks and rate limits on the widget.
- How does deletion work, including backups? Get the timeline for both.
- Which certifications are real? Ask for the report, not the badge. A vendor that lists what it does not hold is easier to trust than one that implies more.
Paperlink AI holds no security certifications today and does not claim any. What exists is listed in the security docs. Your own site matters too: the free robots.txt checker shows which crawlers can read your pages, and should you block GPTBot? explains the trade-off.
Frequently asked questions
Is my content used to train AI models?
No. Paperlink AI never uses your documents or conversations to train AI models, and the AI providers that process them for us do not train on them either.
Where is my data stored?
On Cloudflare, encrypted at rest, with all traffic over HTTPS. Our infrastructure and most of our providers are in the United States. The subprocessors page lists each provider and what it receives.
Can someone copy my widget key and use it on their site?
Not once you add your sites to allowed origins: the API refuses requests from other origins. Each session also passes a Turnstile check, and per-visitor rate limits stop bursts that would spend your replies.
How do I delete my data?
Delete a document in the dashboard and its stored copy, text and search entries are removed from active systems promptly. Backups expire within 30 days. To delete widget conversations or a workspace, email support.
Which certifications does Paperlink AI hold?
None today, and we do not claim any. The security docs list the protections that exist, and the Data Processing Addendum sets out the terms for your content.
Related
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