Sensitive Data

An agent only ever works from sources you have connected, and every one of those sources has a switch. This page is the full list, so you can decide up front what an agent is allowed to look at before it writes anything on your behalf.

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Control comes before review

Every draft an agent writes lands in a rep’s mailbox for them to read and edit. That review matters, but it is the last line, not the first. The controls below are designed so that sensitive information does not reach a draft at all, rather than relying on someone catching it on the way out. There are three layers, and they work in order.

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Who an agent writes to

Three settings decide whether a draft is written at all. They all live under Tactics → Agent Inbox → Settings. Turning all three on means an agent writes only to established outside contacts who wrote to you directly, which is the narrowest setting available.

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What kinds of email an agent replies to

The Only respond to these kinds of emails field, on the same Settings tab, is where you describe in plain language what is in scope. Anything outside that description is left for a person. Write it the way you would brief a new hire. For example:

Only reply to pricing and availability questions from existing customers. Leave anything about contracts, legal terms, credit, margin, or a complaint for me.

Leaving the field blank means no restriction, so fill it in if you want one. Emanate can suggest a starting point based on the kinds of email you already reply to yourself, which you can edit or dismiss.

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What an agent may look up

Each source an agent can reach is its own switch, so you can leave one on and another off. Switching one off is complete. The agent does not read a summary, a cached copy, or a partial version of that source. It drafts without it.

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Which CRM fields an agent can see

Field selection happens when the connection is set up, not afterwards. Your team chooses which CRM fields come across into Emanate, and a field left out of that selection is never read, never stored, and therefore can never appear in a draft. This is the strongest control available, because it removes the data rather than asking an agent to be careful with it. If a field holds margin, cost, credit terms, contract language or anything else that should never reach an outbound email, leave it out of the connection. The CRM integration page lists the fields Emanate reads by default. If any of them should not leave your CRM, say so during setup and they will be dropped from the connection.

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What an agent will not state

Some information is not sensitive because of where it is stored, but because of how it could be used. An internal cost is a normal number in your ERP and a serious problem in a customer email. Before a draft reaches the rep, it is checked for claims that carry that risk: An unsupported claim does not survive into the draft. It is replaced with a single specific question, so the reply asks for the missing fact instead of inventing it. Internal cost and inventory figures are explicitly excluded from being presented as a customer price. An agent may use them to understand a situation. It will not put them in an outbound email as a quote.

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Confidential and protected email

Not every sensitive thread looks sensitive from the outside. Your team already marks the ones that are, and an agent respects those marks. Email your platform has labelled confidential, or its equivalent in your own labelling scheme, is excluded from drafting. An agent does not reply to it, does not draft from it, and does not carry its contents into a reply on another thread. The label is treated as an instruction, not a hint. Encrypted and rights-protected mail is not readable. Where a message’s contents are protected, they are not available to a connected application at all, so nothing inside one can reach a draft. Which labels count as confidential is yours to set. Label schemes differ between organisations, so the mapping from your labels to “exclude this” is agreed during setup rather than assumed. Two further controls stack on top:

• Mailbox scope. Connect only the mailboxes an agent should work in. An unconnected mailbox is never read.
• Your scope description. The Only respond to these kinds of emails field is enforced per message, so an instruction such as never reply to anything about contracts, legal terms, or credit keeps that category of thread out of drafting even when the mail itself carries no label.

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What an agent learns your writing style from

An agent writes drafts that sound like the rep rather than like a template. Reps ask a fair question about how that is learned, because a working inbox is not only customer conversations. It also holds suppliers, peers, managers, and internal threads that have nothing to do with a customer. The customer-facing voice is learned only from the rep’s own correspondence with customers and prospects. Internal communications and non-customer correspondence, including supplier threads and conversations with colleagues and managers, are excluded from that learning. This is about voice, not facts. Learning how someone writes is separate from what an agent is allowed to say, and the controls above govern the second. A style learned from customer mail cannot carry an internal detail into a draft, because the facts in a draft come from the sources you connected and are held to the checks in What an agent will not state.

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Review as the backstop

With the above in place, review is what it should be: a rep applying judgement to a draft that was already built inside the boundary, not a person scanning for leaks. Every draft lands in the rep’s own mailbox. Nothing is sent without them. See Autonomy & Approvals for where that can be tightened further.

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Next steps