AI Support Assistant and Your Data

Last updated: October 28, 2026

The WireSock AI support assistant answers questions about WireSock products in the chat on wiresock.net and in the WireSock Telegram bot. This page explains what happens to the messages you send to it. It supplements our Privacy Policy.

An AI, not a person

Answers are generated by an AI model based on the WireSock documentation and our support knowledge base. They may contain mistakes. You can ask for a human at any time with "Talk to a human".

What we store

  • Your messages and the assistant's answers. Before anything is stored, we automatically replace email addresses, IP addresses, keys, license data, phone numbers and similar values with placeholders such as [masked:email].
  • We do not store your IP address or anything derived from it. To limit how many questions can be asked, the assistant counts requests per IP address (or Telegram user) in memory for at most 24 hours.
  • On the website, your browser keeps a random conversation code for the current session, so you can continue the conversation; we store only a one-way hash of that code. In Telegram, we store the chat ID so the bot can reply; it is deleted together with the conversation.
  • If you are signed in on wiresock.net, a link to your account.
  • Your ratings and reports about answers, with any comment you add (masked the same way).

The assistant has no access to your account, licenses, payments or support tickets, and it does not see other users' conversations.

WireSock support staff can read stored conversations (in the masked form described above) to check the answers and improve the knowledge base. Each time staff open a conversation, it is recorded in our internal audit log.

Who processes your messages

To generate answers, your message and the recent conversation (masked as described above) are sent to Anthropic, the provider of the Claude AI models, through its API. Anthropic does not use data sent through its API to train its models. Telegram processes messages you send to the bot under Telegram's own privacy policy.

How long we keep it

Conversations are deleted automatically 90 days after the last message. Reports about wrong answers may keep a masked copy of the question and answer for longer, without a link to you, so we can correct the knowledge base. Aggregated statistics (for example, the number of questions per day) contain no message text.

Talking to a human

When you ask for a human, we create a request in our helpdesk with the masked conversation. If you are not signed in, we first send a confirmation link to the email you enter, and create the request only after you open it.

Please don't share secrets

Do not paste license keys, private keys, passwords or configuration files with keys into the chat. If support needs them, add them directly to your helpdesk ticket.

Your rights

To ask about or delete your conversations, contact us at support@wiresock.net.