All help articles
Data and AI
Shopper privacy
What we keep from shopper conversations, for how long, where it's processed and who can see it.
In short
The widget doesn't ask shoppers for a name, email or phone number.
We remove personal data we detect in questions, like emails, phone numbers and addresses.
We keep conversations for 30 days. Our servers are in the EU, in Amsterdam.
We can't see your orders or your customer list.
We don't sell shopper data.
Who controls shopper data
You control your shoppers' data. We process it for you, so keyplace can answer questions on your product page.
What we do with questions
First, we remove the personal data we detect, such as emails, phone numbers and addresses. Only then do we save the question or send it to the AI model.
We can't catch everything. If a shopper types their name or address, it can stay in the conversation.
How long we keep data
Conversations: 30 days.
Counts with no conversation text: 12 months. They record events like a shopper opening the widget.
IP addresses: we don't store them in our database. To limit abuse, we use a hash of the address. It changes every day. We delete it after 24 hours.
Technical logs at our hosting provider in the USA. They include the IP address, page path and browser.
Where data is processed
Our servers are in the EU, in Amsterdam. Some providers process data in the USA, including the AI model and technical logs.
The AI model gets the question after we remove the personal data we detect. It also gets your product data. The AI model provider may keep these requests for up to 30 days.
Who sees conversations
You read shopper conversations in the app, in Conversations. Our team reads them there too, so we can add knowledge.
We work through a Shopify collaborator account with access to the keyplace app only. We don't copy shopper conversations into emails or our own notes.
What we can't see
We can't see your orders or your customer list.
Guard uses signals from the keyplace widget on your product page. It doesn't read orders or customer data, and it doesn't place orders.
Common questions
A shopper asked me to delete their data. What do I do?
Handle the request in Shopify as usual. Shopify sends it to us automatically. The same goes for a request to see their data.
We don't keep customer records, so usually we hold nothing linked to that shopper. Conversations are deleted after 30 days anyway.
Can I hide the AI label?
No. The widget always shows “Answers by keyplace AI”, so shoppers know AI is answering. You can't switch this label off, so please don't hide it in your theme either. More in AI answers: what shoppers see.
What shouldn't I send you?
Don't send us customer or order exports, passwords or 2FA codes. That goes for email and Slack. If something like this arrives by mistake, we don't open it. We ask you to delete the message. If it was a password, we also ask you to change it.
What happens to the data after I uninstall?
Once you uninstall, the widget stops right away. We delete your store data within 30 days of uninstalling. Details are in Pause or uninstall keyplace.
Who do I ask about shopper data?
Email us at mati@keyplace.ai.
See also
Can't find your question?
Email us. Questions about keyplace go to our team, not to Shopify Support. Never send passwords, 2FA codes or shopper personal data.
mati@keyplace.ai