Privacy Policy

HelpDesk AI is a support desk used by online stores ("merchants"). This policy describes the data the service handles for merchants and their team members, for the merchants' customers who contact them by email or live chat, and for visitors to this website.

When a customer emails a merchant's support mailbox or uses the storefront chat widget, we store the conversation as a ticket: sender name and email address, subject, message text, email headers needed for threading (such as Message-ID), attachments uploaded in chat, and internal notes written by the merchant's team.

Email is read from and sent through the merchant's own mailbox (IMAP/SMTP). The mailbox password is stored encrypted.

To classify messages and draft or send replies, the text of customer messages, relevant knowledge-base articles and relevant order details are sent to OpenAI's API. OpenAI acts as a processor for this purpose. The AI's decisions and replies are logged so the merchant's team can review them.

When a merchant connects Shopify, customer and order details (orders, fulfilment and tracking status) are fetched live from the Shopify Admin API when needed and cached only briefly in memory. Orders are not stored in our database. The customer record kept with a conversation may hold basic profile details such as name and email. Actions an agent takes on an order (for example a refund or address change) are recorded in an audit log.

While the chat widget is loaded on a store, it reports the page the visitor is viewing so the merchant can see who is online. We keep only the page path and title (not query strings) and the referring site's domain. We do not use any third-party geolocation service and do not store visitors' IP addresses. An approximate country is shown only when our own CDN or reverse proxy supplies it with the request; otherwise the location is shown as unknown. We never determine a visitor's city or precise location. This presence information is deleted within 24 hours.

The widget keeps a chat session identifier in the visitor's browser storage so the conversation continues across pages.

HelpDesk AI sets one cookie: a session cookie (hd_session) that keeps signed-in team members logged in. It is strictly necessary and is not used for tracking or advertising. We do not use analytics or advertising cookies.

If you request a demo or contact us through this website, we store your name, email, company and message, plus your IP address and browser user agent for abuse prevention, and forward the request to our support inbox so we can reply.

Passwords are stored as salted hashes. Sign-in attempts (email and IP address) are recorded for a limited time to block password-guessing.

Merchants control the conversations in their workspace. Customers who want their data accessed, corrected or deleted should contact the store they wrote to. For anything else, including requests about contact-form data, contact us.