Genius AI support
Here you will find how to reach us, what to expect in response times, and answers to the most common questions about the Google connection, the privacy of your data, and how to revoke access.
1. Contact channels
| Topic | Contact | When to use it |
|---|---|---|
| General support | genius-soporte@coppel.com | Usage questions, errors, access requests, problems with the Google connection. |
| Privacy and personal data | privacidad@coppel.com | Questions about data processing, deletion requests, data subject rights. |
| Security | seguridad@coppel.com | Reporting a vulnerability, unauthorized access or an incident. |
When writing, include your name, your corporate email, a description of the problem, steps to reproduce it, and screenshots if you have them. Never share passwords or access tokens by email.
2. Response times
| Priority | Description | First response |
|---|---|---|
| CRITICAL | Platform unavailable, security incident, data exposure. | 2 business hours |
| HIGH | Core functionality inoperative for multiple users. | 8 business hours |
| NORMAL | Isolated error, usage question, access or configuration request. | 24 business hours |
| LOW | Suggestions, feature requests. | 5 business days |
Support hours: Monday to Friday, 8:00 to 19:00 Central Mexico time (GMT-6), excluding official holidays. Critical incidents are handled outside those hours through the operations on call rotation.
3. How to report a problem
- Check the frequently asked questions. Many cases are resolved by reconnecting the Google account.
- Note the conversation identifier, visible in the conversation menu, and the approximate time of the error.
- Write to genius-soporte@coppel.com with that information. You will receive a confirmation ticket number.
- If the case is critical, put CRITICAL at the start of the subject line.
4. Security and privacy
If you believe you have found a vulnerability, write to seguridad@coppel.com with the technical description and steps to reproduce it. We ask that you not disclose it publicly until we have fixed it. We acknowledge receipt within a maximum of 2 business days.
For requests concerning your personal data, including deletion of your history or of the knowledge bases you created, write to privacidad@coppel.com. The procedure and timelines are set out in the privacy policy.
5. Frequently asked questions
How do I connect my Google account
Go to Settings, Connected accounts and choose Connect Google. Google will show you the list of requested permissions. Once you accept, Genius AI can use only those permissions. The connection is optional and Genius AI works without it.
How do I revoke Genius AI's access to my Google account
You have two options:
- Inside Genius AI: Settings, Connected accounts, Disconnect Google.
- From Google: myaccount.google.com/permissions, select Genius AI and choose Remove access.
On revocation, stored tokens are deleted immediately and Genius AI loses the ability to access your data. Index fragments originating from Drive are deleted within the following 7 days.
What data from my Google account can Genius AI see
Only what corresponds to the permissions you authorized, and only when you use the feature that requires them. The full permission table, with the purpose of each one and its retention period, is published in privacy policy, section 4.
Do you use my email or documents to train AI models
No. Data obtained from Google APIs is not used to train, retrain or fine tune generalized models. The model providers we use operate under enterprise agreements that expressly prohibit that use.
Can Genius AI send email from my account without telling me
No. Every send requires you to review the content on screen and confirm explicitly. There is no flow that sends mail automatically.
How do I delete my conversation history
You can delete individual conversations from each conversation's menu. To delete your entire history at once, write to privacidad@coppel.com. Conversations with no activity for 12 months are purged automatically.
Where is my data stored
On Google Cloud infrastructure managed by Coppel, S.A. de C.V., in Mexico and United States regions, with encryption in transit and at rest. The detail is in privacy policy, section 6.
I got a Google authorization error
This usually happens when the token expired or when your organization's administrator changed access policies. Disconnect and reconnect your account from Settings, Connected accounts. If the error persists, write to genius-soporte@coppel.com with the complete error message.
My email is not Coppel, it belongs to another group company
Genius AI accepts the corporate accounts of the group companies listed in
privacy policy, section 2, among them coppel.com, bancoppel.com, coppel.com.ar, salevale.com. If your
email belongs to one of those domains and you still cannot sign in, the most likely reason
is that your company's Google Workspace administration has not yet authorized the
application. Write to genius-soporte@coppel.com stating your domain and we will
escalate it to the right team.
Can I use Genius AI if I am not personnel of a group company
Only if Coppel, S.A. de C.V. has expressly authorized you under an active contractual relationship and your account has been created on one of the corporate domains. Genius AI is not available to the general public and does not accept personal Google accounts.
6. Service status
Scheduled maintenance windows are announced in the platform and by email at least 48 hours in advance. In the event of an unplanned interruption, we post progress updates through the same channel until service is restored.