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CVN PSA by CVN Technologies

AI settings

Every AI request in CVN PSA goes through one gate, called AI Control. It decides whether a request may be sent, which provider it goes to, and logs it. This page covers the settings behind that gate. For what technicians see, read AI triage and assist.

Connect a provider

CVN PSA works with OpenAI and Anthropic (Claude). You use your own account and your own API key, so you control the contract, the billing and the data terms with the provider.

  1. Create an API key in the provider's console, used only for this install.
  2. Set a spending limit at the provider, so a fault cannot run up a large bill.
  3. In the admin portal, open the AI provider settings and paste the key. Keys are encrypted at rest.
  4. Choose the model, or keep the default.
  5. Choose the default provider.

Until a provider with a key is connected, nothing is sent anywhere. Triage and the other tools fall back to built-in rules and the desk works as normal.

The order of checks

For every request, AI Control checks these in order and stops at the first one that fails:

  1. The feature is switched on. Triage, draft replies and sentiment each have their own switch. All switches start on.
  2. The ticket may go to AI. The ticket is re-read at that moment. A ticket marked sensitive, or an archived ticket, is refused, so marking a ticket sensitive also stops a request that was already queued.
  3. The provider is allowed. The feature's route, or the default provider, must have a key and be on your approved providers list.
  4. The request is not too large. Requests over 60,000 characters are refused.

The request then goes to that provider and no other. If the provider fails, there is no fallback to a second provider, because that would send client data somewhere nobody chose. The tool falls back to its built-in rules instead.

Routing and the approved list

  • Approved providers is the list of providers you allow. Keep it the same as the sub-processor list you give your clients.
  • Routing sends a single feature to a specific provider. A feature with no route uses the default provider.

The request log

Every request is logged, whether it was sent or refused: the time, the feature, the ticket and client, the provider and model, the size, the result and the reason for a refusal. The text of the prompt and the reply is never stored.

Viewing the log needs the Settings · View permission. How long log rows are kept follows each client's retention preset. See Compliance and retention.

Telling your clients

The compliance checklist includes an item for recording that a client has accepted your use of AI and your sub-processor list. Record it before you turn on AI for that client's tickets.

Turning AI off

  • To stop one feature, turn off its switch.
  • To stop AI for one client's ticket, mark the ticket sensitive.
  • To stop everything, remove the provider keys. Nothing is sent without a key.

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