At Merlo AI, transparency and trust are at the heart of everything we do.
We’ve compiled answers to the most common questions from our customers, partners, and suppliers so you can clearly understand how Merlo AI works, how we protect your data, and how our technology can support your strata management operations. From security and compliance to everyday functionality, you’ll find straightforward information to help you make confident, informed decisions.
General Product & Capabilities
What is Merlo AI and how does it work for strata management?
Merlo AI is an intelligent assistant designed specifically for strata managers. It integrates with tools you already use, such as Your Strata System, Microsoft Teams, Outlook and SharePoint, to help you find information quickly, analyse documents, manage deadlines, and communicate more efficiently with stake holders.
What platforms and integrations does Merlo AI support (e.g., Microsoft Teams, Outlook, SharePoint)?
Merlo AI connects directly with Microsoft 365, including Teams, Outlook, SharePoint, and OneDrive. We also offer integration options with other business systems through secure APIs including your Strata systems.
Can Merlo AI work with both residential and commercial strata schemes?
Yes. Merlo AI can support businesses look after both residential and commercial strata, as well as mixed-use properties.
Does Merlo AI require any special software installation, or is it cloud-based?
Merlo AI is entirely cloud-based. There’s no need for local software installation—your team can access it directly from your browser or Microsoft Teams.
How quickly can we get started once we sign up?
Most customers are up and running within 1–3 business days. Implementation time depends on your team size and initial setup requirements.
Can Merlo AI be customised for our specific business processes and terminology?
It depends, once you share your unique requirement we will review and confirm if we can incorporate your request or not.
How does Merlo AI handle multiple buildings or portfolios under one account?
You can manage multiple properties in a single Merlo AI environment, with search and reporting tools that allow you to filter by building or portfolio. Today we support several businesses that manages over 20,000 lots with a single Merlo AI instance.
Does Merlo AI support document analysis for building reports, quotes, and meeting minutes?
Absolutely. Merlo AI can read and analyse documents such as building reports, quotes, tenders, and minutes, providing summaries and extracting key points instantly.
Can Merlo AI send notifications or reminders for deadlines like insurance renewals or AGMs?
Yes. Our automation modules can track key dates and send reminders to the right people, ensuring important deadlines aren’t missed. Also you can ask Merlo AI Teams agent to send reminders as well.
Is Merlo AI suitable for teams of all sizes, or is it better for larger organisations?
Merlo AI works for teams of all sizes—from individual managers to large multi-office organisations—because it scales with your needs.
Security & Privacy
Who stores the data, Merlo AI or our own environment?
Most of your data remains within your Microsoft 365 environment. Merlo AI temporarily stores the questions asked within our secure databases to provide users with conversation history which will be deleted at the end of subscription period or after 3 months.
What is Merlo AI’s data retention policy?
We do not store your business data. Conversations are stored in your environment for your own records. Any data Merlo AI temporarily records for processing is deleted at the end of your subscription or after 3 months, whichever comes first.
Does Merlo AI use my data to train its models?
No. We never use your business data to train our models. All AI processing happens without sharing your data with third parties.
Can Merlo AI access our conversations or documents after analysis?
No. Once analysis is complete, Merlo AI does not retain or reuse the document or conversation for any purpose other than delivering your requested output.
Where is our data physically stored, and is it kept within Australia?
Your data is stored within your Microsoft tenant, which can be hosted in Australian data centres if your Microsoft 365 region is set to Australia. All our stored data is based within Australia.
What security measures are in place to protect sensitive information such as owner names, account details, or addresses?
We follow industry best practices, including encryption in transit and at rest, strict access controls, and tenant isolation to ensure no unauthorised access to your sensitive data.
Who has access to our data controlled internally within Merlo AI?
Merlo AI operates on a zero-trust model. We cannot access your environment without your explicit permission, and access is logged and audited.
If a subscription ends, what happens to our stored information?
We delete all temporary processing data immediately. Any business records stored in your own Microsoft environment remain under your control.
Document Handling & Permissions
When I upload a document, does Merlo AI store it permanently?
No. Uploaded documents are processed in your Microsoft tenant and are not stored permanently by Merlo AI.
Can I be sure that uploaded files are deleted immediately after use?
Yes. Once a task is complete or a new file is uploaded, previous temporary files are deleted from processing memory.
Is it possible to restrict which team members can upload or access documents in Merlo AI?
All users with access to Merlo AI from your organization will be able to upload documents into Merlo AI. However they will not be able to access documents uploaded by other users.
Does Merlo AI keep temporary files in my Microsoft tenant only?
Yes. All temporary files remain in your Microsoft environment until deleted by your policies or our automated processes.
How does Merlo AI differ from platforms like ChatGPT when it comes to document retention and usage?
Unlike many AI platforms, Merlo AI never uses customer data for training or improvement of its models. Documents remain in your control, within your tenant, and are deleted after use.
Compliance & Reliability
How often is the system updated or maintained?
Merlo AI is updated regularly to ensure security, reliability, and feature improvements, with minimal disruption to service.
What happens if there’s an outage, do we lose access to our historical data?
No. Your historical data is stored in your Microsoft environment, so even if Merlo AI is temporarily unavailable, your records remain accessible.
Can Merlo AI operate in highly regulated industries beyond strata, such as insurance or finance?
Yes. Because of our strong data privacy and compliance posture, Merlo AI can be adapted for use in other regulated sectors.
