What data is stored
The information PixelChat keeps about your store and your shoppers.
Last updated · 5 Oct 2026Privacy & data
About your store
- Your store's domain and the access Shopify grants when you install
- Your PixelChat settings — name, store description, welcome message, tone, industry, colours, contact details
- Your knowledge entries and imported policies
About your shoppers
- The messages they send and the assistant's replies
- Their name, email or phone number: if they give them in the chat or the contact form, or, if they're signed in to their customer account on the store, as the store provides them. A signed-in shopper's email (and phone, if their account has one) is saved with the conversation even when the account has no name, so your team can follow up; you'll see the email where the name would be.
- For order lookups: the order number and the email they provide or that's already on file (a signed-in shopper's account email, or one they gave earlier in the chat), and the order's status page link. PixelChat holds Shopify's name, email, phone and address permissions only because Shopify requires them for that link; a lookup never adds the customer's name, email, phone or address from the store to what PixelChat keeps.
- If they sign in with their customer account: a token that lets the assistant fetch their own orders
Access records
To protect shoppers' data, PixelChat keeps a record each time it's accessed: when an order is looked up or a customer account is consulted in a chat, when your staff open a page in PixelChat that shows shoppers' details, and when our own team accesses the database.
A record includes your staff member's Shopify user ID, or a coded reference to the conversation for shoppers. It never contains names, email addresses, phone numbers, order numbers or messages. We review the records monthly and use them only for security and to investigate misuse.
For your Analytics page
- Counts of chats started and chats passed to your team, per hour
- Each product added to a cart from the chat, with the time it was added — only when the shopper's cookie choices on your store allow analytics
- The general topic each chat was about, as a count. To sort a chat, its first three shopper messages — with email addresses, phone numbers, links and long numbers removed — go to our AI provider, which returns only the topic. The messages aren't kept, and you see a topic only once five or more chats are in it.
- For orders paid within 7 days after a chat add-to-cart: a coded reference to the order (not its number), when it was paid and its total. To recognise these orders, PixelChat adds a random code to the cart, also only with the shopper's analytics consent. You can see the code among the order's details.
What we don't do
We don't sell data, use it for advertising, or share it between stores. Each store's data is kept separate.
In the shopper's browser, the chat keeps the current conversation for the length of the browser tab, and remembers if they've turned proactive messages off. To keep each conversation private, the chat also keeps a random key in that tab: only that tab can read or continue the conversation on your store, and the key is gone when the tab is closed. You can still read every conversation in PixelChat.
When a shopper signs in to their customer account through the chat, PixelChat sets a short-lived cookie on its own domain (app.pixelchatapp.com), not your store's, so the sign-in can only be completed in the browser that started it. The cookie holds a one-time random value and is deleted when the sign-in finishes, or after 15 minutes at most. It's strictly necessary for security, so it doesn't depend on the shopper's cookie choices.
For the full detail, see our Privacy Policy.