ClickHelp AI Features Terms of Use

Last updated: March 31, 2026 | Last reviewed: March 31, 2026

Overview

This document is incorporated into the ClickHelp Terms of Use. By accepting the Terms of Use, you agree to these AI Features Terms of Use. AI features are optional; if you do not wish to use them, you may disable them anytime.

AI-powered features are designed to enhance your experience when creating or interacting with documentation. This may include content assistance for authors and interactive support for documentation readers, with additional AI-driven functionality potentially added over time. This document outlines how these features operate, how your data is handled, and your rights regarding their usage.

Optional Use and Opt-Out

• Optional Features: AI-powered features are optional. You are free to use ClickHelp fully without activating any AI functionality.
• Activation and Deactivation: You may enable or disable AI-powered features in your account. To fully deactivate all AI features, please contact ClickHelp Support. Disabling AI features does not affect your access to core ClickHelp functionality.

AI Access and CAPs

Some AI features require the use of ClickHelp AI Points (“CAPs”) for access. CAPs are usage units assigned to specific AI operations and are consumed based on the operation performed. CAPs availability and limits depend on your subscription plan or purchased add-ons. CAPs are governed by ClickHelp’s Terms of Use and the CAPs Rates. ClickHelp may adjust CAPs consumption rates at its sole discretion.

CAPs Consumption & Safeguards

AI features of ClickHelp, including the AnswerGenius AI bot, include layered safeguards intended to reduce automated or abusive consumption of CAPs, including metering, and anomaly monitoring. These safeguards are continually improved, but they cannot guarantee complete prevention of automated requests. CAPs usage is attributed based on ClickHelp’s logs and metering data. If you notice unusual consumption, contact Support immediately (or as soon as reasonably practicable) so we can investigate in time. Where substantiated by our logs, ClickHelp may, at its discretion, allocate goodwill additional CAPs. Monetary refunds are not available. Administrators can enable email notifications at 70%, 90%, and 100% of the plan limit to be alerted early.

Anonymous Access Controls

To mitigate abuse originating from anonymous users, administrators can switch the “Show to Power Readers only” mode for AnswerGenius. When this mode is active, AnswerGenius is visible and accessible only to authenticated users with the Power Reader role. You are responsible for configuring these controls appropriately for your environment.

Data Handling Principles

• Content Processing: When using AI features, selected portions of your documentation content or user queries may be securely transmitted via API to third-party AI service providers. This transmission is limited strictly to the content required to fulfill your specific request.
• No Personal Data Transfer: AI features are intended and configured for non-personal documentation content. You must not submit any “personal data”/“personal information” (as defined by applicable data protection laws) or sensitive data to AI features. You are solely responsible for ensuring that inputs and context supplied to AI features exclude personal data. ClickHelp does not knowingly send personal data to third-party AI services.
• Accidental Personal Data: AI features are intended for non-personal content only. If you become aware that personal data was included in inputs or context for AI features, you must promptly stop such use and remove personal data from the relevant source materials before retrying. ClickHelp may (a) refuse or block processing of the affected request, (b) temporarily restrict AI features for the relevant user/project, and (c) provide guidance to help avoid re-submission. ClickHelp will not intentionally continue routing content suspected to include personal data to third-party AI providers. Such accidental submissions are outside the scope of the DPA and do not create a processor or sub-processor relationship for that data. No admission of a “data breach” or “security incident” is made or implied.
• No Model Training: Your documentation content and queries are never used to train or improve AI models by either ClickHelp or third-party AI providers.

Data Residency and Processing

• Historical Data Storage: Records of your AI interactions (queries and AI-generated responses) are securely stored within ClickHelp’s infrastructure in the same region where your ClickHelp portal is hosted (e.g., EU or USA data centers).
• AI Processing Location: To generate AI responses, content snippets are processed by third-party AI service providers. These providers, currently including OpenAI, operate servers primarily in the United States and potentially the European Union. Your data may therefore cross regional boundaries during processing.
• Data Retention: ClickHelp stores historical records of your AI interactions (queries and AI-generated responses) securely within your ClickHelp portal infrastructure. These records are retained as long as your account remains active, unless you request their earlier deletion. AI request data is available within your portal for internal analysis, reporting, and quality control.

Third-Party AI Providers

• ClickHelp engages third-party AI providers, such as OpenAI, to power AI features. These providers may process inputs submitted through AI features in accordance with their infrastructure and models.
• Such providers are contractually bound to confidentiality and security standards aligned with ClickHelp’s obligations. Where applicable, this processing is subject to ClickHelp’s Privacy Policy and Data Processing Addendum (DPA). Clients are advised not to submit personal or sensitive data unless explicitly authorized and contractually covered.
• For the most up-to-date information on third-party AI providers and subprocessors, you may refer to our Data Processing Addendum (DPA).

Public and Internal Documentation

• Public Policies: ClickHelp’s general privacy and security policies applicable to customers are available publicly at our Legal page, including Privacy Policy, Terms of Use, Security Policy, and Data Processing Addendum.
• Internal Policies: Information about ClickHelp’s internal security standards, subprocessor lists, and detailed data-handling practices is accessible by request through the ClickHelp Trust Center.

AI Outputs and Limitations

• Accuracy and Verification: AI-generated content is provided “as is” and may contain factual inaccuracies, outdated references, or stylistic inconsistencies. ClickHelp makes no warranties regarding the correctness or legal suitability of AI output. You remain solely responsible for reviewing, verifying, and approving any AI-generated content before using it.
• Limitation of Liability: ClickHelp shall not be liable for any decisions, actions, or consequences arising from the use of AI-generated content. All use is at your own discretion and risk.

Intellectual Property

• You retain full ownership and intellectual property rights to your original documentation content and inputs provided to AI features.
• AI-generated outputs derived from your content are yours to use freely. ClickHelp claims no ownership or intellectual property rights in such outputs.

Further Information and Support

• For any questions, or to disable AI features, please contact ClickHelp Support.
• This AI Terms document serves as ClickHelp’s official policy on data handling and AI feature usage. In case of any conflict between this document and ClickHelp’s general terms, this document governs specifically for AI feature-related matters.
• These AI Terms supplement and are subject to the Usage Measurement & CAPs Attribution and Sole Remedy for Automated Traffic clauses in the Terms of Use.