Trust, security and privacy at the core of everything we build

Fuel AI is the AI layer across the Emplifi platform. Fuel AI Lite is included for every customer and is being rolled out to all accounts by 31 December 2026. It answers questions about using Emplifi from our product documentation and summarises the Unified Analytics widgets and boards a user is viewing. It does not otherwise analyse your account data or carry out actions. The full version of Fuel AI, available as an add-on, analyses your data and carries out tasks across Emplifi, always within each user’s permissions and with their approval for any change.

No. We do not use your content, including prompts and AI outputs, to train or fine-tune any AI model, whether Emplifi’s own or a third party’s. Our AI providers process your data only to provide their services to Emplifi and on our instructions, and their contract and service terms do not allow them to train on it. See Section 12.9 of our Terms and Conditions.

Our generative AI features use models from OpenAI, accessed through the OpenAI API, and models from Anthropic, hosted on Amazon Bedrock on AWS. Many of our other AI features, such as sentiment analysis and content screening, use models we run ourselves. OpenAI and Amazon Web Services are both named sub-processors in Annex 1 to our Data Processing Agreement, and we notify you before adding or replacing a sub-processor. For personal data subject to EEA or Swiss law, the OpenAI sub-processor is OpenAI Ireland Ltd. Requests from Fuel AI pass through Emplifi’s AI Gateway, which controls which models are used and logs their use.

No. Reading and analysing data does not need approval, but any action that would create, change or delete something is shown to the user as a summary and runs only after they approve it. Some actions, including permanent deletions, cannot be reversed, so users should check the summary before approving. Flow Automations that Fuel AI creates run on their own triggers once approved, in the same way as any other Flow Automation. See Section 19.3 of our Terms and Conditions.

No. Fuel AI acts only through the account and permissions of the person using it. Administrators decide who can use Fuel AI and who can connect their own AI tools. See Section 19.2 of our Terms and Conditions.

Before a request is sent, Fuel AI checks it for personal information such as names, locations or card numbers and warns the user, who can then decide whether to send it. Fuel AI selects only the information a task needs, and every request is screened for harmful content and for attempts to manipulate the AI.

Yes, where your account has the full version of Fuel AI and this feature has been enabled. It is being rolled out to selected customers. AI tools connect through the Emplifi Fuel MCP server using a secure browser sign-in, with no API keys to store. A connected tool acts with exactly the permissions of the user who connected it, administrators control who may connect one, and every action is recorded. Data returned to your AI tool is then governed by your agreement with that tool’s provider, which is not our sub-processor. See Section 19.5 of our Terms and Conditions.

Fuel AI keeps each conversation so that the user can reopen it, and remembers everything said within a conversation. It uses details from a user’s earlier conversations only if memory is available for your account and the user turns it on. Memory is kept for twelve months from the date it is collected, and the user can turn it off at any time. See Section 19.8 of our Terms and Conditions.

Some AI features, such as sentiment analysis, prioritisation, translation and content screening, run by default because they are part of how the product works. Fuel AI Lite is also on by default. You can switch off specific AI features in your account settings or through your Customer Success Manager, and you can ask us to switch off Fuel AI, including Fuel AI Lite, at any time.

We do not use AI for any practice the EU AI Act prohibits, and our AI features are not designed for the high-risk purposes listed in Annex III. Our Terms set out the intended purpose of our AI features and prohibit their use for those purposes unless agreed in writing. Our AI chatbot and Fuel AI tell people they are interacting with an AI system, and we are rolling out machine-readable marking of AI-generated text in line with Article 50 and the European Commission’s Code of Practice. Where you publish AI-generated text on matters of public interest, any visible label the Act requires is your responsibility as the deployer.

No. Our AI features classify content, draft text, answer questions and carry out approved tasks; none of them makes decisions that have legal or similarly significant effects on individuals. Our Terms prohibit using our AI features to make or substantially inform decisions about recruitment, promotion, termination, pay or task allocation, or to monitor or evaluate the performance of individuals at work.

We take reasonable steps to test our AI features for accuracy and unlawful bias in a way that suits each feature’s purpose, and we evaluate each model before it is changed. Fuel AI users can flag answers with a thumbs up or thumbs down.

No. Like any AI, our features can make mistakes. Please review AI outputs, including summaries, drafts and classifications, before you rely on them or publish them.

Yes. We give reasonable assistance with the data protection and AI impact assessments you need to carry out, and can share a summary of our Data Protection Impact Assessment for Fuel AI. On request and subject to confidentiality, we provide the information about our AI features you need to meet your obligations under the EU AI Act.

We do not share our proprietary models or code, but on reasonable request and subject to confidentiality we provide documentation on each AI feature’s purpose, how it works and the data it uses.

You are. For the data we process on your behalf, Emplifi acts as your processor under the Data Processing Agreement in our Terms and Conditions. Emplifi is also a controller for some purposes of its own, such as managing user accounts and billing and collecting publicly available social media content for Listening and benchmarking, and keeping records of Fuel AI requests, credits, approvals and feedback to meter, secure, support and improve our services, as described in our Product Privacy Policy.

It depends on the products you use and how you configure them. Annex 1 to our Terms and Conditions sets out the categories of personal data and data subjects for each product, and we process only what is needed to provide the service.

Annex 1 to our Terms and Conditions lists every sub-processor and the locations of processing for each product. We tell you before adding or replacing a sub-processor, and you have fifteen days to object on reasonable grounds. Emplifi remains responsible to you for the performance of its sub-processors.

We keep your data, including Fuel AI conversation and audit records, logs and backups, for twelve months from the date it is collected, and then delete it, unless the law requires us to keep it longer. You can configure a shorter period or ask us to delete data earlier, and on request we confirm deletion in writing. See Section 11.15 of our Terms and Conditions.

We protect transfers of personal data outside the EU, EEA, Switzerland and the UK with the EU Standard Contractual Clauses and the UK International Data Transfer Addendum, supported by transfer impact assessments.

No. Under the California Consumer Privacy Act, we act as your service provider. We do not sell or share the personal information we process on your behalf, and we use it only for the business purposes set out in our agreement with you.

As the controller, you respond to requests from your users and customers, and we help you do so. If we receive a request directly, we pass it to you. Contact support@emplifi.io for help with any request.

Sarah Jarman is our Global Data Protection Officer and can be contacted at support@emplifi.io. Our EU establishment is Emplifi Czech Republic a.s. For UK-related queries, please contact our Data Protection Officer at the same address. Further contacts for Brazil, Quebec and Singapore are listed in our Product Privacy Policy.

Yes. We carry out Data Protection Impact Assessments for our products, including our AI-enabled services and Fuel AI. They are reviewed by our Data Protection Officer and updated when we make material changes, and new Fuel AI capabilities are assessed before release. You can request a summary through this page.

Emplifi is a business service and is not directed at children. Public social media content we process for customers may incidentally include content by or about minors, and our moderation tools help customers manage it.

You can ask for an export of your content at any time during your contract or within thirty days after it ends, and we delete it in line with our twelve-month retention period, or earlier if you ask. On request, we confirm deletion in writing. See Sections 11.6 and 11.15 of our Terms and Conditions.

Yes. If your use of Emplifi will involve protected health information covered by the US Health Insurance Portability and Accountability Act (HIPAA), we can sign a Business Associate Agreement with you. Please contact your account manager before any protected health information is processed in Emplifi.

Yes. Our Data Processing Agreement forms part of our Terms and Conditions, available at emplifi.io/legal/terms-and-conditions.

Please contact our Data Protection Officer at support@emplifi.io. We investigate every concern promptly.

Emplifi commits to 99.5% availability of the SaaS services, measured monthly and excluding scheduled maintenance notified in advance, with a maximum three-hour first response for support requests sent during standard business hours (Monday to Friday, 24 hours a day). Full details are in the Service Level Agreement in our Terms and Conditions.

Yes. Section 19 of our Terms and Conditions sets out our commitments: we take reasonable steps to train our people in responsible AI practices, test AI features for accuracy and unlawful bias, carry out the impact assessments the law requires and help you with yours, contract with AI providers on terms that protect your data, and give you the information you need to meet your obligations under the EU AI Act.

Yes. You can ask us to export your content in a standard, machine-readable format, and our Terms and Conditions include the switching rights the EU Data Act gives customers in the EU and EEA.

Please see emplifi.io/accessibility.

Please request it through support@emplifi.io.