Stop cross-user data leakage in customer support agents
Support agents that generate Jira tickets or internal records may copy user emails, account IDs, or personal details into third-party systems. Guardrails remove prohibited fields before any action is executed.
What's at stake
- Support agents create tickets, update CRMs, and write to shared systems that other teams access
- Customer emails, phone numbers, and account details can end up in Jira descriptions visible to contractors
- One user's data appearing in another user's context is a privacy violation and trust breach
- Enterprise customers audit how their data flows through support systems during security reviews
- A single cross-user leakage incident can disqualify you from regulated industries
How to solve this
Every action your support agent takes—creating a ticket, updating a record, sending an internal message—needs to be inspected before it executes. The agent may have legitimate access to customer data during the conversation, but that data should not flow into systems where it doesn't belong.
The solution is to define what data is allowed in each destination. A Jira ticket might allow a summary of the issue but not the customer's email address. An internal Slack message might reference a ticket number but not account credentials.
These rules must be enforced at the point of action, not after the fact. By the time you audit and discover a leakage, the damage is done.
How Superagent prevents this
Superagent provides guardrails for AI agents—small language models purpose-trained to detect and prevent failures in real time. These models sit at the boundary of your agent and inspect inputs, outputs, and tool calls before they execute.
For support agent workflows, Superagent's Redact model inspects every tool call before it fires. When your agent creates a Jira ticket, updates a CRM record, or posts to an internal channel, Redact scans the payload for customer data that shouldn't be there.
You define what's prohibited per destination: no email addresses in Jira, no account IDs in Slack, no payment details anywhere except the billing system. Redact enforces these policies in real time, stripping prohibited fields before the action executes.
The agent continues to function normally—it just can't accidentally leak customer data into systems where it doesn't belong. Every filtered action is logged for your compliance and security teams.