How your conversations with Boxy are handled
Boxy is Runbox’s AI support assistant, powered by Claude, an AI model developed by Anthropic.
Boxy works by matching your question against Runbox’s extensive support knowledge base and generating a response based on patterns in that information. It does not understand your question in the way support staff would — it recognises it. The difference is this: support staff read your message, think about your situation, and draw on judgement and experience to help. Boxy matches the words and patterns in your message against a large body of information and generates a reply that fits those patterns. It can ask clarifying questions and follow a conversation, but it does not reason about your situation the way a person would — it is responding only to what you have written, not drawing on the judgement or experience a person would apply. This means Boxy is reliable for common, well-documented questions and less so for unusual or account-specific ones. We think that distinction matters, and we would rather be clear about it than not.
Most AI assistants are built to sound as human as possible, using phrases that imply they have read, understood, and considered your situation. Boxy deliberately avoids this, because it misrepresents what the tool actually does — and because Runbox’s reputation is built on being straightforward with users.
If Boxy cannot find an answer in its knowledge base, it can search the following Runbox websites for additional information: runbox.com, help.runbox.com, blog.runbox.com, and support.runbox.com. It cannot access any other websites. When Boxy cannot help from either source, it will say so and point you to the Runbox support team.
When you type a message to Boxy, your message is sent securely to Anthropic’s API for processing. The response is then returned to you. Runbox does not store the content of your messages — once your session ends, your conversation history is gone.
The Anthropic API that powers Boxy is a Large Language Model — a system that uses probability to determine which words to use in a response. A small element of randomness is introduced to make replies feel more natural rather than mechanical. This means that if you ask Boxy the same question more than once, it may produce differently worded answers that contain the same information.
To monitor the quality and accuracy of Boxy’s responses, and to ensure it behaves as we expect, Runbox logs the replies that Boxy sends. These logs are stored on Runbox’s own servers in Norway and are retained for 30 days.
Your messages to Boxy are never logged or retained by Runbox.
Your messages are processed by Anthropic as a data processor on behalf of Runbox. Anthropic does not use API conversations to train its AI models. Conversation data is transferred to Anthropic’s infrastructure in the United States under Standard Contractual Clauses, which provide the lawful GDPR transfer mechanism under Runbox’s Data Processing Agreement with Anthropic. Data is deleted by Anthropic within a short period after processing; see privacy.claude.com for current retention details.
Runbox’s network requests pass through Cloudflare’s infrastructure. Cloudflare acts as a network intermediary and does not have access to the content of your messages beyond what is required to route requests.
Please do not share passwords, payment details, or sensitive personal information in the chat — there is no need to, and doing so offers no benefit.
Boxy can answer general questions about Runbox’s products, services, pricing, email setup, and privacy policies. It cannot access your account, read your email, make changes to your subscription, or take any action on your behalf. For account-specific help, please contact Runbox Support directly at support.runbox.com or by emailing support@runbox.com.
As a Runbox customer, your data rights under GDPR are set out in Runbox’s Privacy Policy at runbox.com/about/privacy-policy/. For questions specifically about how Boxy processes your data, you can contact Runbox’s Data Protection Officer at dataprotectionofficer@runbox.com.
For more detail on Anthropic’s data practices, see Anthropic’s Privacy Policy at anthropic.com/privacy and their Privacy Centre at privacy.claude.com.
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