1. Introduction
Tis The One LLC (“we,” “our,” or “us”) operates the trAInable Chat application (the “App”) available through the Shopify App Store. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our App.
By installing and using trAInable Chat, you agree to the collection and use of information in accordance with this policy. If you do not agree with our policies and practices, do not install or use the App.
2. Information We Collect
2.1 Information from Shopify
When you install trAInable Chat, we collect information from your Shopify store, including:
- Store name and domain
- Store owner contact information
- Product catalog (titles, descriptions, prices, images, variants)
- Collections and categories
- Store policies (shipping, returns, privacy)
- App usage and installation data
2.2 Customer Conversation Data
When customers interact with the AI chat widget on your storefront, we collect:
- Customer messages and chat conversations
- Customer name and email (if provided)
- Conversation metadata (timestamp, session ID, device type)
- Conversation outcomes (resolved, escalated, abandoned)
2.3 Uploaded Documents
You may upload documents to train the AI, including:
- FAQ documents
- Policy documents
- Product guides and manuals
- Custom knowledge base content
2.4 Staff Member Information
When you add team members to handle escalations:
- Names and email addresses
- Phone numbers (for SMS notifications)
- Availability schedules
- Notification preferences
2.5 Technical Information
We automatically collect certain technical information:
- IP addresses
- Browser type and version
- Device information
- Usage analytics and performance metrics
- Error logs and diagnostic data
3. How We Use Your Information
We use the collected information for:
- Providing AI Chat Services: To power AI responses based on your store's products, policies, and uploaded documents
- Conversation Management: To facilitate bot-to-agent handoffs and manage customer support escalations
- Notifications: To send alerts to staff members via SMS, email, WhatsApp, or Slack when customers need assistance
- Analytics: To provide insights on chat performance, customer satisfaction, and AI effectiveness
- Service Improvement: To improve AI accuracy, enhance features, and optimize performance
- Billing: To process subscription payments through Shopify's billing system
- Support: To respond to your inquiries and provide technical assistance
- Security: To detect, prevent, and address technical issues or fraudulent activity
4. Data Storage and Security
4.1 Where We Store Data
Your data is stored in:
- PostgreSQL Database: Hosted on Neon (US region) for conversation history and app data
- Vector Database: Hosted on Pinecone for AI knowledge base and document search
- Cloud Storage: For uploaded documents and file attachments
4.2 Security Measures
We implement industry-standard security measures:
- End-to-end encryption for data transmission (TLS/SSL)
- Encrypted data storage
- Multi-tenant data isolation (your data is separate from other stores)
- Regular security audits and penetration testing
- Access controls and authentication
- Automated backups and disaster recovery procedures
4.3 Data Retention
We retain your data for as long as your store has trAInable Chat installed. When you uninstall the app, we retain your data for 30 days to allow for reinstallation. After 30 days, all data is permanently deleted from our systems, except as required by law.
5. Third-Party Services
trAInable Chat integrates with third-party services to provide functionality:
- OpenAI & Anthropic: For AI language processing (messages are not used for model training)
- Pinecone: For vector search and document retrieval
- Twilio: For SMS and WhatsApp notifications
- SendGrid/Resend: For email notifications
- Slack API: For Slack notifications (if enabled)
- Shopify: For store data, billing, and authentication
Each service has its own privacy policy. We share only the minimum data necessary for functionality and require these partners to maintain appropriate security standards.
6. Your Rights and Choices
You have the right to:
- Access: Request a copy of the data we hold about you
- Correction: Request correction of inaccurate or incomplete data
- Deletion: Request deletion of your data (we'll delete within 30 days of uninstallation)
- Portability: Request a machine-readable export of your data
- Opt-Out: Unsubscribe from marketing communications (we send very few)
- Restrict Processing: Request limitations on how we process your data
To exercise these rights, email us at privacy@trainablechat.com. We will respond within 30 days.
7. GDPR Compliance (European Users)
If you are located in the European Economic Area (EEA), we process your data under the following legal bases:
- Contractual Necessity: To provide the App services you've requested
- Legitimate Interest: To improve our services and ensure security
- Consent: For optional features like marketing communications
You have additional rights under GDPR, including the right to lodge a complaint with your local data protection authority.
8. CCPA Compliance (California Users)
If you are a California resident, you have the right to:
- Know what personal information we collect and how it's used
- Request deletion of your personal information
- Opt-out of the sale of personal information (we do not sell your data)
- Non-discrimination for exercising your privacy rights
9. Children's Privacy
trAInable Chat is not intended for use by children under 13. We do not knowingly collect personal information from children. If you believe we have collected information from a child, please contact us immediately at privacy@trainablechat.com.
10. Changes to This Privacy Policy
We may update this Privacy Policy from time to time. We will notify you of material changes by posting the new Privacy Policy on this page and updating the “Last Updated” date. For significant changes, we will also send an email notification to your registered email address.
Continued use of trAInable Chat after changes constitutes acceptance of the updated policy.
11. Contact Us
If you have questions about this Privacy Policy or our data practices, contact us: