How long data is kept
Retention periods for conversations, messages, logs, access records, analytics, data requests and backups.
Last updated · 3 Oct 2026Privacy & data
| Data | Kept for |
|---|---|
| Conversations (including any contact details given in the chat) | 14 days after the last message |
| Messages sent through the handoff form | 30 days (90 days if the email couldn't be delivered) |
| Server logs | 15 days |
| Access records (no names, contact details or messages) | 12 months |
| Analytics counts (chats, handoffs, adds to cart, topics) | 13 months; after that, adds to cart only as monthly totals |
| Cart codes for counting orders after a chat add-to-cart | 8 days |
| Orders counted after a chat add-to-cart (coded order reference, payment time, total) | 13 months |
| Copy prepared for a data request (encrypted) | 30 days, or until the shopper's data is erased |
| Record of a handled data request (no contact details) | 3 years |
| Database backups (encrypted) | 14 days |
Deleted data can stay in backups for up to 14 days before it's gone completely.
When you uninstall
About 48 hours after you uninstall PixelChat, Shopify sends us a request to erase your store's data. We then delete your store's conversations, knowledge entries, messages, analytics and settings. We keep only a minimal record that the erasure happened.