Isolation
Every record belongs to one workspace and the database refuses reads and writes across workspaces regardless of what any page or assistant asks. Connection credentials are encrypted and are never shown to anyone, including AGENEON staff.
Support sessions
When AGENEON support looks at your workspace it does so through a short-lived, read-only, audited support session tied to a reason. Support sees health states, counts and your support cases; it never sees conversation content, customer notes, bookings or provider payloads, and it cannot act inside your workspace.
Suspension
A suspended workspace stops autonomous Agent replies and every outbound send, and keeps everything readable. Inbound messages are still recorded. You can still ask for help; the reason class is shown to you, and lifting a suspension is a decision AGENEON staff make, never something support automation can do.
Verified against the product at PLC-7