Legal
Privacy Policy
Last updated: 5 October 2026. This page describes how the Messages Platform product processes data when merchants use the application, including Shopify.
Internal note for operators: counsel review of legal entity, contacts, and transfer clauses is still outstanding. This disclosure is product-accurate; it is not a claim of external legal approval.
What this product does
The Messages Platform is a multi-tenant customer-service inbox. Merchants connect channels (messaging, email, web chat, and optional commerce integrations) so human agents and optional AI-assisted drafts can respond to customers inside a workspace.
Shopify personal data we process
When a merchant connects Shopify, the platform may process Shopify customer email and phone solely to match a trusted inbox contact to that customer's orders for customer-service identity matching and ownership checks before showing order or shipment status.
- Shopify Admin API access is read-only (products, inventory, orders). The app does not write orders, customers, or inventory back to Shopify.
- Purpose of processing: customer service within the merchant's workspace — answering order and shipment questions with verified ownership.
- Shopify customer email/phone are not used for advertising, marketing exports, profiling for ads, data brokerage, or sale.
- The platform does not maintain a separate Shopify customer warehouse. Live order and product data are fetched from Shopify when authorized tools run.
- Tenant isolation applies: one workspace cannot read another workspace's Shopify integration or customer-service data.
AI and data minimization
Optional AI features receive only minimized commerce tool results. Shopify customer email and phone are not sent to AI model providers. Message bodies and raw Shopify payloads are not written to standard application logs or audit metadata.
Retention and deletion
Workspaces have configurable retention categories (contacts, conversations, attachments, AI records, audit metadata, Shopify OAuth/transient records) with platform maximums. Development product defaults are published in docs/DATA_RETENTION.md. Expired conversation content, attachments (database metadata and object bytes), and related AI records are deleted by background enforcement. Audit records may outlive conversation content and must not keep message bodies or Shopify email/phone.
Shopify privacy webhooks are supported: customers/data_request, customers/redact, shop/redact, and app/uninstalled. Disconnect and uninstall clear Shopify tokens and Shopify-specific transient records for that shop.
Merchant data protection agreement
Merchants accept a versioned Merchant DPA before connecting Shopify (when enforcement is enabled). Acceptance is stored immutably per workspace with user id and timestamp. The draft agreement text is available in-app under Integrations and at /legal/merchant-dpa.
Other data categories (summary)
- Workspace account data (email, name, membership, roles)
- Channel credentials (AES-256-GCM encrypted) and conversation content
- Operational audit metadata (resource ids and safe fields — not message bodies)
User data deletion
Meta and Shopify provide platform-mandated callbacks. Status for Meta requests: /data-deletion. Merchants can disconnect integrations from Settings.