# Theo and your privacy Theo, the VitalSentinel AI assistant, uses AI models from Anthropic for its AI answers. This page tells you what goes to Anthropic, what VitalSentinel removes first, and how long VitalSentinel keeps your conversations and tickets. ## The note under the first AI answer [#the-note-under-the-first-ai-answer] The first AI answer in a conversation shows this note: "Theo is our AI assistant, powered by Anthropic. Your question and the account data needed to answer it are sent to Anthropic." The **Privacy policy** link opens the VitalSentinel privacy policy. Each AI answer has the **AI answer** label. Other answers have the label **From the docs**, **About this page**, **From your data** or **Theo**. These answers do not use AI. ## What goes to Anthropic [#what-goes-to-anthropic] Only questions that reach the AI send data to Anthropic. For these questions, VitalSentinel sends: - Your question and the earlier messages of the conversation. - The app page that you have open and the filters that you set. - The name of your plan and the domain that you have selected. - The setup state of the modules of your site. - The docs sections that match your question. - The results of the read-only data that Theo reads from your account. See [What Theo Can Read](/theo/what-theo-can-read). VitalSentinel removes personal data patterns from your question, the page information and the data results before it sends them. ### What does not go to Anthropic [#what-does-not-go-to-anthropic] - Suggested questions and other built-in answers. - **What does this page show?** and **What needs attention here?**. The app builds these answers in your browser. - The **From the docs** list while you type. It uses the docs search, not the AI. - Support tickets. The VitalSentinel team reads them. Theo never reads the identifiers of your site visitors, the email addresses of other members, or payment details. ## How VitalSentinel removes personal data [#how-vitalsentinel-removes-personal-data] VitalSentinel removes personal data patterns from your question before it saves the question and before it sends it to Anthropic. It does the same with the page information and with every result of Theo's data tools. It checks the AI answer again before it shows it to you. | What VitalSentinel finds | What it puts in its place | |---|---| | Email addresses | [email] | | Phone numbers | [phone] | | IP addresses (IPv4 and IPv6) | [ip] | | API keys and long secret values | [key] | | Access tokens and bearer values | [token] | | Values after password=, token= or secret= | [secret] | | The query string of a URL (the part after ?) | Removed | Dates, times and short numbers stay as they are. VitalSentinel finds personal data by its pattern. It cannot find all personal data in free text, for example a name or an address. Do not type personal data or passwords into the Theo chat. ## How long VitalSentinel keeps conversations [#how-long-vitalsentinel-keeps-conversations] | Conversation | How long VitalSentinel keeps it | |---|---| | A conversation with only built-in answers | 24 hours after the last message, deleted at the next daily cleanup | | A conversation with only built-in answers, after **This solved it** | The messages are deleted at once | | A conversation with an AI answer | 180 days after the last message | | A conversation after **Still need help** | 180 days after the last message | | A conversation sent to the team as a ticket | 180 days after the last message | VitalSentinel saves your question after it removes personal data patterns. When VitalSentinel deletes your account or the workspace, it also deletes the conversations. VitalSentinel also keeps a usage record for each AI answer, for cost control. This record has no message text. VitalSentinel keeps it for 13 months. ### Support tickets [#support-tickets] A copy of the conversation in a support ticket follows the ticket rules, not the conversation rules. VitalSentinel deletes a ticket 16 months after it was closed or resolved. It never deletes an open ticket. ## Who sees your conversations [#who-sees-your-conversations] Only you see your conversations in the **Your conversations** list. Other members of the workspace cannot see them. If you leave a workspace, you can no longer open your conversations of that workspace. The VitalSentinel team sees a conversation in two cases: - You click **Still need help**. The line under the button says "Still need help shares this chat with our team." This is not a ticket. The team can review the conversation. - You send the conversation to the team with **Include this conversation** selected. See [Support Tickets](/theo/support-tickets). ## The AI provider of Theo [#the-ai-provider-of-theo] Anthropic makes the AI that writes Theo's AI answers. For the list of sub-processors and the full description of how VitalSentinel handles your data, see the [Privacy Policy](https://www.vitalsentinel.com/privacy-policy) on the VitalSentinel website. There is no setting that turns off Theo's AI answers. If you do not want a question to go to Anthropic, use the suggested questions and the docs, or write a support ticket. ## Theo and Privacy mode [#theo-and-privacy-mode] When **Privacy mode** is on in your account menu, VitalSentinel hides the Theo button and its bubbles. ## Troubleshooting [#troubleshooting] ### Why is my old conversation no longer available? [#why-is-my-old-conversation-no-longer-available] If a conversation shows "This conversation is no longer available.", VitalSentinel deleted it under the rules above. Start a new chat. ### Does Theo send my site visitors' data to Anthropic? [#does-theo-send-my-site-visitors-data-to-anthropic] No. Theo's data tools do not read the identifiers of your site visitors. VitalSentinel also replaces IP addresses with [ip] before it sends data to Anthropic. ## Related [#related] - [Data Privacy](/help/data-privacy) - how VitalSentinel handles your data. - [What Theo Can Read](/theo/what-theo-can-read) - the data that Theo uses. - [Support Tickets](/theo/support-tickets) - what the team sees in a ticket. - [Data and Privacy](/account/data-and-privacy) - export or delete your account data.