Data handling

Controller and processor

You are the data controller for the customer data flowing through Cust. Cust is the data processor: we handle the data on your behalf, only for the purposes you have asked us to. We do not use your customer data to train shared models or for any purpose outside of running Cust for you.

What Cust syncs

Cust only ingests data tied to your customers. The flow is:

1. CRM sync first. Cust connects to your CRM and identifies who your customers actually are: won deals only, current contracts only. Leads, lost deals, and unrelated contacts are excluded.
2. Other channels are scoped to customers. Email, calendar, support, transcripts, and product-usage data are only ingested for the customers identified in step 1.

The result is that Cust never sees an interaction with a non-customer (internal email, vendor calls, lead conversations) unless it directly references one of your customer accounts.

Ignored email domains

When you connect an email account, you specify a list of domains Cust should ignore. Your own company domain is added by default, so internal email between teammates never enters Cust. You can extend the list with any other domains that should never be ingested: your own internal vendor accounts, personal contacts, anything you do not want in Cust.

Historical sync window

When you first connect data sources, Cust pulls a bounded window of history:

• 12 months of email history.
• 2 years of calendar history.
• CRM sync covers all current customers and their attributes, bounded by the CRM user's own access permissions.

Older data is not pulled unless you specifically request a longer window.

Deletion and access requests

Customers and end users have the right to request access to or deletion of their data. Contact support@cust.co to initiate either.