AI in our product

This page lists the AI features in Cedar Cloud, what each one does with your data and what you can control.

Smart Reply Support desk

What it does: Suggests replies to support tickets from the ticket text.
On by default, and how to control it: On by default. Can disable at account level. Setting: Settings, AI features, Smart Reply (account admins)
Model and provider, as recorded: Northwind Models API, business tier, reply model nw-reply-4 (fictional), version noted Oct 6, 2026. Third-party API. US region (fictional example)
Data it processes: Customer content, Personal data of customers’ users
Retention: Provider: 30 days (checked Oct 6, 2026). Cedar Cloud Software: 90 days
Customer content used for training: Off, checked Oct 6, 2026. We do not fine-tune or train models on customer data
Human oversight: The agent edits or discards every suggestion before it is sent. Nothing is sent automatically.
Known limitations: Suggestions can be wrong or incomplete, and can repeat details from the ticket.

What it does: Routes new tickets to the right support queue.
On by default, and how to control it: Admin-enabled. Can disable at account level. Setting: Settings, Routing, Automatic triage
Model and provider, as recorded: Larkspur open-weights model (fictional), classifier version 2.3, run on Cedar Cloud servers, noted Oct 4, 2026. Self-hosted open-weights. US region (fictional example)
Data it processes: Customer content
Retention: Provider: No outside provider. Cedar Cloud Software: Routing history is kept with the ticket for 12 months.
Customer content used for training: Not applicable: no outside provider. We do not fine-tune or train models on customer data
Human oversight: Queue owners correct misrouted tickets, and each correction is logged.
Known limitations: New kinds of tickets can be misrouted until a queue owner corrects them.

Smart Reply: Logs pasted into tickets may contain personal data; the redaction check is open (A-02).