Privacy policy

What we process

Sivya processes the Shopify store identity, authorized order and customer fields, support tickets, message content, knowledge sources, team membership, AI decision records, delivery status, and security audit events needed to provide the service.

Why we process it

• To synchronize verified commerce context from Shopify.
• To receive, organize, draft, approve, and deliver customer support responses.
• To enforce merchant-configured automation, safety, and access rules.
• To diagnose failures, prevent abuse, and maintain an audit trail.

Service providers

Shopify supplies authorized commerce data. OpenAI processes grounded support prompts only when a merchant configures the AI provider. Postmark processes forwarded inbound email and platform notifications when configured. Connected Google, Microsoft, and standard IMAP/SMTP mailboxes can supply new incoming support messages and send merchant replies when those connections are activated and authorized. Meta processes Facebook or Instagram messages only after the merchant completes Meta authorization and applicable review. Sivya does not sell personal information.

Connected support mailboxes

Connect a dedicated support mailbox. Direct mailbox connections use account identity, sender and recipient details, subjects, message text, message identifiers, and timestamps to create support conversations and deliver replies. Sivya starts with new incoming inbox messages from the connection time; it does not automatically import older conversations or change mailbox folders, read states, or deleted messages. Provider authorization can cover the whole mailbox even though Sivya limits its imports this way.

OAuth tokens and standard mailbox credentials are encrypted at rest. Disconnecting stops future synchronization and removes saved connection credentials; previously imported conversations remain subject to the retention and deletion process below. You can also revoke Google or Microsoft access in your provider account settings.

Message content may be processed by the configured AI provider to prepare support replies. Sivya does not use connected mailbox data to train a general-purpose AI model or for advertising. Email attachments may be fetched temporarily while parsing a message, but this release does not store or analyze their contents. Messages with attachments are held for review in the original mailbox.

Facebook and Instagram support connections

When available and authorized, social connections process the selected Page or professional account identity, customer messaging identifiers, message text, timestamps and delivery receipts to provide support in the original conversation. Facebook connections receive new webhook messages after connection; they do not import conversation history. Sivya does not request permission to publish posts or run advertisements through this support connection.

Facebook Page access tokens are encrypted at rest. A store administrator can disconnect the Page from Social channels to stop receiving and sending and remove its saved token. If provider access cannot be revoked during disconnection, remove Sivya from Facebook Business Integrations as well. Existing support conversations remain subject to the deletion process below. Attachment messages require review in the original social inbox; their files are not stored or analyzed by this integration.

To request deletion of Meta-connected data, email support@bravyia.com with the connected Page or Instagram username and Shopify store domain, and identify whether the request concerns your account or a customer conversation. We verify your authority before deleting data. Do not include passwords, access tokens or unnecessary message content. Disconnecting an account alone does not delete previously imported conversations.

Retention and deletion

Data is retained only as needed to operate the merchant workspace, meet security and legal obligations, and handle verified deletion requests. This release does not offer a configurable automatic retention period. Contact support to arrange a data request. Shopify privacy webhooks support customer data requests and deletion, including deletion of the workspace when Shopify sends its verified shop-redaction event. We retain keyed, pseudonymous suppression identifiers within the workspace to prevent deleted records from being imported again.

Contact

For privacy questions or requests, email support@bravyia.com. Include the Shopify store domain and enough detail for us to identify the request without sending passwords or access tokens.