Privacy Policy

We authenticate you with Discord OAuth. Discord returns to us:

• Your public Discord user ID, username, display name, and avatar hash.
• A short-lived access token used solely to fetch the list of Discord servers where you have admin permissions, so we can show them in the dashboard.

We do not receive or store your Discord email, phone number, or password. We do not receive a list of every server you are a member of, only those where the Discord API tells us you have administrative scope.

When a server admin uses the bot, we store the configuration they create: panels, categories, tags, permission rules, embeds, blacklist entries, and audit-log rows that record administrative actions for accountability.

We also record the Discord user ID of the person who added the bot to a server, and of the person whose action started that server’s free trial. We use these to know who to send the service messages described below, and to answer “who set this up?” when a server’s admins ask us.

The bot sends a small, fixed number of one-time direct messages to the admin identified above. There is no recurring newsletter and no marketing list:

• An introduction when the bot joins your server, explaining how to set it up. If your direct messages are closed, it posts this once in a channel it can write to instead.
• One reminder, roughly three days later, if the server still has no ticket panel. This one is sent by direct message only, never posted in your server, and is never repeated.
• Two messages about the free Premium trial: one shortly before it ends and one when it does, naming the features that switched off.

Each of these is sent at most once per server. Removing the bot stops all of them. We keep a timestamp recording that each was sent, which is what guarantees it is not sent twice; that record is kept even when the message could not be delivered, precisely so we do not retry.

Separately, the person who opened a ticket receives a direct message with the transcript link when it closes, and the recipient of a paid subscription receives a confirmation when it starts.

If a buyer names another Discord server as a referral at checkout, we store that server’s ID against the purchase so the reward can be issued and so a reward is not issued twice for the same payment. We do not tell the referred server who named it, and we do not share the buyer’s identity or payment details with it.

When a ticket is opened, we store the conversation transcript so server staff can review it, the AI can refer to it, and a human can audit it later. Transcripts shared through this site are reachable only via tokenized links and only after signing in as the person who opened the ticket or as the server’s staff; they are never publicly listed.

When your staff teaches the bot something with /ai train (the “brain”), the input is sent once to Anthropic’s API (or to your server’s own AI provider, if it has connected one, see section 3), which rewrites it into a normalized, structured form that the AI can use efficiently on later tickets. Only the rewritten, structured form is stored on our infrastructure; the original wording your staff typed is not retained. This is how brain knowledge persists across tickets without us holding raw staff training text.

Brain content and ticket transcripts sit on our own infrastructure. Anthropic sees ticket content at inference time and training input at the moment of the rewrite, both on a per-request basis with no retention on Anthropic’s side. Two other services see a narrow part of it, described in section 3: Voyage AI receives the brain’s entries to keep them searchable, and Brave receives web search terms. A server that connects its own AI provider sends its tickets to that provider instead of to Anthropic.

On Premium plans and up, a server owner can embed our chat widget on their own website. When a visitor sends a message, the AI answers it, and if a human is needed the chat hands off to the server’s staff, in a private Discord thread or the dashboard. A web chat is handled as a real support ticket, so the same rules as any other ticket apply (see the ticket and AI sections above): the conversation is stored while it is open, a transcript may be saved when it closes, and it follows the server’s retention and deletion settings.

This site stores nothing about a widget conversation. Your browser keeps only a pointer to the chat (a reference id and a random, non-identifying session id) and a local copy of the visible history, on the website you are visiting. The conversation itself, and any transcript, live with the ticket, keyed to that session id. You can wipe the local copy at any time from the widget’s settings menu, and ask us to erase the stored conversation the same way.

The widget is anonymous by default and sets no advertising or tracking cookies. A server owner may optionally turn on “Sign in with Discord”, which lets a visitor sign in to keep their own chat history and lets the server’s staff see who they are; it is never required to use the widget. A visitor may also leave an optional email or handle so the team can follow up. We send no email from the widget, and use the contact only to reach back about that conversation.

If you subscribe to a paid plan or buy a token pack on this site, the payment is handled by Stripe for card and bank payments (under Stripe Managed Payments, Stripe is the merchant of record: it collects any tax due and issues your receipt) or by NOWPayments for cryptocurrency. We never see your full card number or wallet private key. We do receive and store the customer ID, plan code, subscription state, the card brand and its last four digits, invoice IDs, the amount and currency actually charged, and the billing country Stripe determined for tax purposes.

If you subscribe inside Discord instead, Discord is the seller and handles the payment end to end. We never see your payment method, your billing address, or what you were charged: Discord tells us only that your server is entitled to a plan. What we store for those is the Discord subscription ID, the plan, the period, and the price we ourselves set on the Discord listing, which is what our records show as the amount. Cancelling and refunding happen in Discord, under your own account settings.

On the public marketing site (aiticketbot.com) we use Google Analytics 4, and only after you grant Analytics consent through the cookie banner. We do not run analytics on the dashboard or inside the bot.

On plans that include it (Pro, and Enterprise where the deal does), an admin with the Manage Server permission can connect the server’s own account at an AI provider of their choosing, for example OpenAI, Anthropic, Google, OpenRouter, DeepSeek, xAI, Mistral or Groq, by entering its address, an API key and a model name. While it is in use, the AI calls for that server go to that provider instead of to Anthropic: ticket replies, the public FAQ channel, the website widget, the dashboard chat and training. Each call carries what the model needs to answer: the conversation, the relevant brain entries and our instructions to the model.

That provider is chosen by the server, not by us, and processes the data under the server’s own agreement with it. It is not a sub-processor we engage, so it is not listed in section 4, and its retention and training practices are its own: check them before connecting. Memory search and web lookups keep using Voyage AI and Brave as described above. If the provider rejects the key, runs out of credits or stops offering the model, the server switches back to our AI, and from then on Anthropic handles its tickets as described above; the admin who connected it is told by direct message.

The API key. It is sent once, over an encrypted connection, to NEXUS, where it is stored encrypted and used only to make that server’s AI calls. It is never shown again, apart from its last four characters, and this website never stores or logs it. Connecting, changing the model and testing each make one small real call on the provider account. We keep a record of how many tokens each call used, so the dashboard can show usage, but we do not charge for those replies. Removing the provider deletes the key. If the server’s plan stops including the feature, the key is kept but switched off, so it can resume on renewal; an admin can remove it at any time.