Sign-in uses your Shopify customer account. Your customer identifier connects you to your support requests. The help centre stores your request subject, messages, optional order reference, timestamps, and the team’s responses.
The public assistant uses your question and published help guides. When AI is enabled, these are processed by the configured AI service through Vercel AI Gateway. Public chat history is kept only in the current page session; the help-centre database does not store it. The AI provider’s own logging and retention settings also apply.
Support staff can choose to generate a reply draft using recent messages from a request. Internal team notes and account profile details are excluded from those prompts. Staff review drafts before sending them.
Do not include passwords, OTPs, payment card details or sensitive documents in a chat or request. Use a support request if you need the team to address a question about information you have submitted.
Requests are accessible only to their signed-in owner and authorised support staff. The team should publish its retention period and full privacy terms before enabling live support. This page describes the app’s behaviour and does not replace the seller’s published privacy policy.
View the store’s privacy information →