Data flow within Insights

The following walkthrough uses the Suggested Fixes feature as an example to illustrate exactly how data moves through Insights.

ConnectWise ↔ Insights ↔ Open AI

Step 1: ConnectWise ticket access

A technician loads a ConnectWise ticket and clicks Suggested fixes within Insights. Via the secure ConnectWise API, Insights reads the Ticket Title and job notes.

For example:

  • Title: "Wifi down at head office"
  • Ticket note: "Our Wifi has stopped working at the head office and laptop users can't get on the network. Could someone take a look please?"

No customer-specific information stored in ConnectWise is sent as part of the request. Email signatures that may contain client business names and addresses are stripped out.

Step 2: Insights processing

Information is pulled from the ConnectWise API to Insights software running on private servers in a Tier 3, UK-based datacentre. Data is handled in-memory and not stored. Insights constructs a prompt for AI and passes the limited ticket information to Open AI.

Step 3: Open AI processing

Open AI processes the query using its pre-trained data to suggest solutions. The request is not used by Open AI for any purpose other than generating a reply. The request is not re-used in any way by Insights or Open AI to answer future queries. It is not used to train Open AI.

Open AI processes requests in the US and maintains GDPR compliance through EU Standard Contractual Clauses (SCC) with a UK addendum under the Data Protection Act 2018. Requests are stored encrypted for up to 30 days for potential investigations. Only authorised, security-cleared Open AI employees can access them. Requests are automatically and securely deleted on or before 30 days.

Step 4: Response delivery

Open AI returns its response to Insights, which outputs it to the screen in ConnectWise. The response is not available externally and is not stored. Your technicians can optionally choose to record the response as a note against the ticket they're working on — otherwise it is discarded once they navigate away from the ticket.

For more detail on security practices, see the Insights security page.