Privacy Policy

Handychat provides an AI sales agent for Shopify stores. For data about merchants and visitors to this website, Handychat is the controller. For shopper conversations handled for a store, Handychat is the processor and the merchant is the controller.

The legal entity name and registered address will be added here before publication. In the meantime, write to privacy@handychat.ai.

We collect the following groups of data.

• Merchant data: name, work email, store URL, plan and billing status, and the settings and knowledge you give the agent.
• Shopper conversation data: the messages a shopper sends, the replies, and contact details a shopper chooses to share, such as an email address or phone number.
• Store data from Shopify: catalog, orders, customers and policies, only as far as the permissions you approve at install.
• Website data: form submissions, and technical data such as IP address and browser type. Analytics and marketing tools on this site run only if you consent, as described under Cookies below.

We use a small number of cookies and similar browser storage. Necessary storage remembers your cookie choice and keeps the chat widget working. Google Analytics and the Meta Pixel run only if they are switched on for this site and you accept the matching category. We honor the Global Privacy Control signal. You can change your choice at any time with the Cookie settings link in the footer.

See the full list on the Cookies page

We use data to provide the service, answer shopper questions, verify order changes, process billing, keep the service secure, respond to your requests, and improve reliability.

We do not sell personal data.

Where data protection law requires a legal basis, we rely on performing our contract with merchants, our legitimate interests in running and securing the service, compliance with legal obligations, and consent where we ask for it. The final list of bases will be confirmed in legal review.

Handychat uses AI models to draft and send replies. Replies are labeled as AI, and a shopper can ask for a person at any time. When the agent is unsure, it hands the conversation to the merchant's team.

Shopper messages and the store context needed to answer them are sent to our AI model providers listed on the Subprocessors page. The agent does not change an order until the shopper has confirmed the action and, for order changes, entered a one-time code.

We share data with the service providers that run Handychat, and with the messaging channels a merchant connects. The current list is on the Subprocessors page. We may also share data where the law requires it.

Our providers operate in several countries, so data may be processed outside the country where you live. Where required, we will put transfer safeguards in place. Details will be confirmed in legal review.

We keep data only as long as it is needed to provide the service. A clean-up runs every day. The merchant chooses how long shopper conversations are kept: 6, 12 or 24 months (24 months by default), counted from the last message in the conversation.

When that period ends, the messages in the conversation, the actions the agent took and the quality scores are deleted, and the conversation record is anonymized: the shopper's name, channel handle, reply-to address, page URL and similar fields are cleared, and only counts, outcomes and revenue totals remain. Contacts created only by a chat are deleted, channel handles used to recognize returning shoppers are deleted, and comments on social posts are anonymized. Contacts a merchant adds or imports are the merchant's own contact list and are kept until the store is erased.

Some periods are fixed: raw webhook payloads from Shopify and helpdesks are deleted after 30 days, site tracking events are deleted after 13 months, and one-time order verification codes are deleted after 30 days.

We keep a hashed record of marketing opt-ins and unsubscribes for deleted contacts, so we can confirm a consent decision if it is disputed. It holds no name, email address or phone number, and nothing is sent from it. We also keep an audit log of changes made by a merchant's team for the life of the account; it holds member and internal ids, not shopper data. Merchant staff account data is kept for the life of the account.

When a merchant uninstalls the app, the store is switched off and the agent stops. When Shopify sends a store erasure (shop redact) request, we delete the store's data. When Shopify sends a customer erasure request, we clear that customer's contact details and conversation content. Deletions cannot be undone from the dashboard. Details are in our Data Processing Addendum.

Depending on where you live, you may have the right to access, correct, delete or export your data, to object to or restrict processing, and to withdraw consent. Shoppers should first contact the store they talked to, because the store controls that data. You can also write to privacy@handychat.ai.

Handychat responds to Shopify's privacy webhooks for customer data requests, customer redaction and shop redaction.

We use technical and organizational measures to protect data. They are described on the Security page. No system is perfectly secure, and we will tell affected parties about a breach as the law requires.

Handychat is built for merchants and is not directed at children. We do not knowingly collect personal data from children through this website.

We will post changes on this page and update the version and date. For material changes, we will also notify merchants by email.

For any privacy question, write to privacy@handychat.ai.