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Handling Data Sharing Opt-Out Requests

Introduction

Our Terms of Service include a provision for customers to be able to opt out of the AssemblyAI model training program. This playbook will cover the process of handling those requests on the Support-side.

Procedures

In order to opt out of data sharing, customers must send an email to data-opt-out@assemblyai.com. These emails will automatically be routed through an alias so that an automated response is sent letting them know that their request has been received and that a ticket has been created. Because these tickets will be emails from customers, the subject line and body of the message may vary but you can identify that a ticket is a data-sharing opt-out if Data-opt-out is in the To section of the message.

Here is a step-by-step breakdown of what you should do as a Support Engineer when you receive one of these requests:

  1. Open the issue for the request.

  2. Go to the Account and Transcript Explore dashboard in Retool and select the Data Sharing tab.

    1. Enter the customer’s email address in the search bar, hit return, and highlight the correct account. Make sure that the checkbox next to their account name is checked.

    2. In the Update Opt-in/Out Status section, make sure the Opted-in toggle is not enabled and click the Submit button.

    3. If the customer reaching out has a corporate domain for the email, start by searching to see if there are multiple accounts associated with that company domain.

      i. If there are multiple accounts for that company domain, reply to the opt-out request with the full list of account email addresses for that company domain and verify whether the customer would like to opt-out for all of those accounts or just the specific account they reached out from.

      ii. If they reply and do want to opt-out multiple accounts, select the appropriate accounts and use the Update Opt-In/Out Status for Multiple Accounts section to opt out all of those accounts.

  3. Fill out the Pylon issue:

    1. Select either the Data Opt Out (single account) or Data Opt Out (multiple accounts)from the Apply Macro dropdown based on what you did in Step 2. This will automatically do the following:

      i. Select Task from the Ticket Type dropdown.

      ii. Select Data Opt Out and Account from the Ticket Topic dropdown.

      iii. Change the Summary/Notes field to data opt out request

      iv. Add a message to the ticket letting the customer know their request has been received and processed.

  4. Send the message to the customer through Pylon and move it to the Closed column

  5. Update the customer’s pricing plan in Metronome to the [OPT OUT] Default PAYG Plan September 2025 plan. Make sure to set this new plan to begin the following day.

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