Account and platform | FAQ: other questions

Last updated: October 12, 2026

This article collects the account and platform questions that do not fit another guide, answered as the team answers them on calls.

They group into three areas: how your data is treated, how to get output that sounds like your firm, and how to work with the AdvisoryAI team. Each answer links to the fuller article where one exists.

Before you begin

These answers describe the standard set-up. Where your firm has a separate agreement, that agreement wins.
For anything about cost, ask your account manager: see Pricing and your licence: who to ask.
For data retention, deletion and export in detail, read Data security, retention, deletion and export.

Your data

Is the whole system learning off the inputs we are putting into it?

No. Your firm's templates and data are an isolated project, and nothing you put in shapes another firm's output.

Edits you make inside the platform are not remembered either, so there is no quiet learning in either direction. To change future output, use the report feedback, send the team a marked-up example, or add terms to your firm's Dictionary. The comments and feedback you leave on a report improve your firm's template only; none of them are used in another firm's reports. Central model updates fix errors that recur across firms without drawing on any one firm's content.

Will the structure of my template stay confidential and not be shared with other firms?

Yes. A template is never shared with another firm without your permission.

Each firm's templates and data are kept separate, and the team does not reuse one firm's template structure for another. If you want this in writing for your compliance file, ask your account manager for the due-diligence pack.

Can you send your most recent due diligence pack?

Yes. A full due diligence pack of around 32 documents is available under NDA.

System architecture, QA and regression, and model-iteration documentation can be added on request. Ask your account manager, or email support@advisoryai.com, to start the NDA; the team sends the pack once it is signed. Further questions in relation to the pack go to the same address, so the person who owns the pack answers them. See Data security, retention, deletion and export.

Is the AI model behind the platform your own proprietary one?

No. Each product runs a multi-step pipeline that uses more than one model, chosen for the task.

Different models have different strengths, so the model depends on the function being performed, and US spelling is mapped to British English in the output layer. Written detail for vendor management is available on request through your account manager.

Do I need to anonymise the client data in the example documents before sending them?

No. The platform terms and data agreement cover personal client data, so send examples as they are.

Firms often send live examples when a template is being built. If your policy prefers it, a separate agreement can be drafted.

Should templates and case examples be uploaded through a secure portal?

Yes, if you prefer. The team can set up a shared drive limited to one or two named people on each side, or be added to a folder in your own SharePoint.

Say which you prefer when you email support@advisoryai.com and the team will set it up before you send anything.

Can we set the system up so meeting data is automatically deleted after a set period?

No. There is no scheduled deletion setting; data is removed when you delete it or send a deletion request.

Deleting a client from the Clients page removes that client's meetings and reports, and the deletion becomes permanent after a 30-day recovery window. Keeping history is what lets Atlas answer questions about past meetings, so delete deliberately. For a one-off clear-out, email support@advisoryai.com with the clients or date range; formal deletion requests are honoured within about three days, with confirmation on request.

Can you delete all the old reports we generated years ago so only the current ones remain?

Yes. Email support@advisoryai.com with the date range, or the templates whose reports you want gone, and the team removes them for you.

Say whether you want the reports only, or the clients and meetings behind them as well, because the team clears exactly what you list. A deletion is permanent after the 30-day recovery window, so download anything you still need before you send the request.

Is there a limit on the number of clients?

No. There is no limit on the number of clients you can hold on the platform.

Add as many as you need, by hand or by importing from your back office system. The client count on the dashboard is the number of clients held on AdvisoryAI, not the number in your back office system.

Your firm's voice

Does the platform give us the same bespoke flexibility we get from a general chat model, or does every firm get the same output?

Output is shaped to your firm. Four settings do most of the work: Atlas memory, the Dictionary, Tone Settings and your own templates.

Atlas memory keeps the instructions you ask it to remember. The Dictionary teaches the platform your firm's terms and product names. Tone Settings, under Tools & Settings then AI Settings, describe how you write, and are set for each user by default with a firm-level control available on request. Standard templates can be white-labelled, and new templates, for example board meeting notes, can be built for you. See Building Your Firm's Dictionary and Adjusting the Tone of Your Meeting Notes.

Working with the team

If I need you urgently, what is the best way to reach support?

Email support@advisoryai.com, and copy it in whenever you email your account manager.

The mailbox is monitored by several people with ticketing, so it is checked more often than any one person's inbox. Inside the platform, the AdvisoryAI logo in the bottom right opens the support centre, where you can raise a ticket, chat, or request a call. Larger firms can also have a dedicated Teams or Slack channel where every message raises a ticket. See Training, support and trying the platform safely.

How do errors surface and how do they get fixed?

Most problems are caught by monitoring on the AdvisoryAI side. Anything you hit yourself goes to support@advisoryai.com, where a full-time support team triages it against the service levels in your agreement.

Monitoring and alerting run on the platform, so recurring faults are usually seen before a firm reports them. Issues you raise by email are triaged by the support team, hotfixes ship without notice, and larger fixes go out in the regular release. The SLA document is available from your account manager. The most common error on mobile is a recording that stops because the phone took a call: put the phone in airplane or do-not-disturb mode before you start, and restart the recording if it was interrupted.

Why did my email never arrive when I replied to the address your notifications come from?

Because that address only sends. It is used for platform notifications, and replies to it are not read.

Send anything that needs an answer to support@advisoryai.com, or to your account manager with support copied in. If you have already replied to the notification address, send the message again to support so it is picked up.

Where are the team settings?

Click the cog icon in the bottom left of the platform, then Tools and Settings, then Team.

The Team page is where an Admin adds users, changes roles and manages groups. Only Admins can add or remove users and change roles by default. See Licences and Roles Explained.

Also asked

What is the difference between Atlas, Evie and Emma, and what do you mean by reports?

Evie writes up meetings, Emma writes reports, and Atlas is the chat that sits across everything.

Evie generates meeting notes, email summaries and fact finds from a recorded meeting, and handles the changes you ask for through Message Evie. Emma writes suitability reports, annual reviews and LOA pack summaries from the documents you upload. Atlas is the chat on the homepage, and the model that makes amendments in the side by side view. Any generated document, whether a note, a fact find or a suitability report, is called a report on the platform, which is why they all appear under Reports.

Is my understanding right that Emma creates reports, Evie is the note taker and Atlas is the ChatGPT style interface?

Yes. Emma is for paraplanners, or advisers writing their own suitability reports and annual reviews; Evie takes the notes; Atlas sits on top of everything.

Atlas is included in the licence rather than sold separately. Whether you have Evie, Emma or both depends on your role: see Licences and Roles Explained.

If I click into a client will it show everything I have already generated for them?

Yes. The client record lists every note, fact find and report generated for that client.

Open Clients, pick the client, and everything generated for them is listed on the record. The other route is Reports in the left-hand menu, where typing the client's name filters the list to that client.

What do all the icons down the left-hand side do?

They are where your work is stored: Dashboard, Reports, Meetings and Clients. Creating something new starts from the Create report button at the top.

Dashboard shows your stats. Reports lists everything generated on the platform. Meetings shows your upcoming and past meetings. Clients stores your client records. To generate a report, click Create report at the top and select the template; the icons are for finding what already exists.

Should a trust and its trustees be separate client profiles?

Keep one profile for the relationship, so the meeting history stays together.

If the trustee you meet is always the same person, make that person the client. If the trustees change and the trust is the constant, make the trust the client. Splitting the trust and each trustee into separate profiles spreads the meeting history across several records, and each report then draws on only part of it.

Can our own AI tooling access the conversation data you hold?

Not today. There is no API or connector for your own tooling yet.

A connector (an MCP) that exposes an organisation's AdvisoryAI data to its own tooling is in development, and there is no API in the meantime. Atlas is the current way to query everything held for you: transcripts, notes, documents, and data from your integrated back office system or SharePoint. Transcripts can also be viewed in the platform and downloaded from the client record. If you have a specific use in mind, email support@advisoryai.com with what you want to connect, so it is logged against that work.

Next steps

If your question is not here, email support@advisoryai.com and the team will answer it and add it to the Knowledge Centre.
Read Data security, retention, deletion and export if your compliance team has questions about storage and deletion.

Looking for a setting? Open AdvisoryAI and click the cog icon in the bottom left.