Security for agents

Handing work to a digital employee is a trust decision. You need to know what it can touch, that it asks before big moves, and that you can see exactly what it did. This page explains the controls Concierge gives you, and where to find each one in the admin.

• Capabilities: on each agent's Configure Agent page, tick only what it may look up or do. An agent without a capability can't use it, however it's asked.
• Channels: under Channels and replies, an agent answers only the channels you assign it.
• Roles: Customer Agents work with customers; Operator Agents work with your team.
• Your team's permissions: viewing Concierge, managing conversations and agents, changing channel settings and managing recordings are separate permissions, so each teammate gets only what they need.

Before an agent shares private order or account details, or changes a customer's account, the customer confirms a sign-in code. Until then, the agent keeps private details to itself.

Consequential actions always ask first: cancelling or changing a subscription, creating or cancelling an order, adjusting reward points, publishing store changes, sending invoices and uploading files. The person who made the request answers in the same conversation. Agents open returns; refunds stay with your team. Details are in Approvals.

When a job needs code, spreadsheets or files, the agent gets its own computer for that job. It's closed off from your other systems, brings in only the files and data the job needs, and is shut down when the work is done. The next job starts on a fresh one, so nothing carries over between jobs. Finished files are saved to the conversation for you.

When an agent works on a website that needs a login, such as a supplier portal, it hands you the screen to sign in yourself. Your password never goes into the chat.

Every request, approval, tool use and reply is saved in the conversation. Review past work in Operate > History, and every conversation in Operate > Inbox. To try an agent without touching live customers, use Operate > Playground.

Agents learn how your business works, never who your customers are. In Build > Memory, each memory has an audience:

• Customer-facing: used with customers and teammates. It describes how your team handles requests and never names a specific customer.
• Team: used only in conversations with teammates.
• Only me: used only in your own conversations with your agents.

When someone writes a memory by hand, they confirm it names no customer and holds no private information, such as names, emails, phone numbers, addresses or order details. Suggested memories can be held until someone approves them (turn on Use a suggestion only after someone approves it in Learning settings).

Forget on a memory erases its text for good, and agents can't use it again. Under Only me, Export my memories downloads your personal memories as a file and Forget all my memories erases them. Archive is the reversible option: it hides a memory from agents without erasing it.

• ChatGPT, Claude and other assistants sign in with OAuth, act as the teammate who connected them, and lose access the moment you click Disconnect or remove that teammate.
• Slack requests are signature-checked, and messages from other bots are ignored.
• Telegram updates must carry your connection's secret webhook token.
• Your own model keys are entered in secret fields on the Integrations page, and you can disconnect them at any time.

• Call recordings are kept for the number of days you set in your call recording policy (1 to 3,650), then deleted automatically, unless you place one on legal hold.
• Job computers are discarded when each job ends.
• Memories are erased when you click Forget or Forget all my memories.
• Shopify customers: when Shopify sends a customer data erasure request for your store, Chargezen processes it.
• For any other deletion request, email privacy@chargezen.com.

Guides

• Approvals
• Call recording policy
• Best practices

On the product page

• Trust and privacy
• Its own computer
• Uses the web
• Trust Center

Learn more

• What is a digital employee?