RagChat: AI Chatbot & Livechat · Last updated July 1, 2026
RagChat: AI Chatbot & Livechat is a Shopify app that adds an AI-powered support chat widget to a
merchant's storefront. It answers shopper questions using the store's product catalog and a
merchant-curated knowledge base, and gives merchants an inbox to manage those conversations.
This Privacy Policy describes how we collect, use, and share personal information when a merchant
installs the app and when shoppers use the chat widget. When the app processes information about a
store's shoppers, the merchant is the controller of that information and RagChat: AI Chatbot & Livechat
acts as their service provider.
Personal Information We Collect
From merchants
Store & account details: your store name, domain, and the name and email
address associated with your Shopify account.
App configuration: settings you provide, such as your bot name, tone, custom AI
instructions, Q&A entries, and knowledge documents or links you upload.
Store content we access from Shopify (read-only)
Products & collections: product titles, descriptions, tags, and collections
used to answer shopper questions. Pricing and inventory are fetched live and not stored.
Pages & policies: store pages you select as knowledge sources and your store
policies (returns, shipping, refunds).
Orders: order status, line items, and tracking details — retrieved only when a
shopper provides an order number and a matching email address for verification.
Theme information: used to confirm the chat widget is enabled on your storefront.
From shoppers who use the chat widget
Messages & attachments: the content of messages a shopper sends and any files
they attach.
Contact details: a name and email address, when a shopper chooses to share them
(for example, to receive a follow-up or an email reply).
Visitor identifiers: a random token stored in the shopper's browser to keep their
conversation continuous, and their Shopify customer ID if they are logged in to the store.
Context & activity: approximate location (such as city and country), the page
being viewed when a message is sent, and activity timestamps.
How We Use Your Information
We use the information we collect to:
Operate the chat widget and generate AI answers grounded in your product catalog and knowledge
base.
Route conversations to your admin inbox and let you and your team read and reply to them.
Send and receive email when a conversation is escalated to email, and verify order details before
disclosing them to a shopper.
Maintain reliability, prevent abuse, and handle email bounces and complaints.
Provide support and improve the functionality of the app.
We do not use your data or your shoppers' data to train AI models, and we do not sell
personal information.
Sharing Your Information
We do not sell or rent personal information. We share information only with the service providers that
power the app, and only as needed for them to perform their function:
Google (Gemini API): chat messages, the page context sent with them, and the
store content you sync (products, pages, documents, and Q&A) are processed by Google's Gemini
models to generate answers and power semantic search. Synced store content is held in a
per-store search index hosted by Google.
Resend: when a conversation is escalated to email, the recipient's email address
and the message content are processed by Resend to send and receive those emails, along with
delivery, bounce, and complaint events.
Hosting & infrastructure: providers that host the application and its
database on our behalf.
We may also disclose information to comply with applicable laws, respond to lawful requests from public
authorities, or protect our rights, property, and the safety of our users.
Data Retention & Deletion
We keep conversations, contacts, and settings for as long as the app is installed on your store so the
inbox and chat history remain available.
On uninstall: your product search index is deleted from Google, any active
billing is cancelled, and your store record is deactivated.
Shopify data requests: we honor Shopify's mandatory compliance webhooks —
customers/data_request, customers/redact, and shop/redact — to support
access and deletion requests initiated through Shopify.
Shopper unsubscribe: shoppers can unsubscribe from escalation emails at any time
using the one-click link in those emails.
Cookies & Local Storage
The chat widget uses your browser's storage rather than advertising cookies:
Local storage: a random widget token that keeps a shopper connected to their
conversation across page loads.
Session storage: whether the widget panel is open and which tab is active,
cleared when the browser session ends.
We do not use advertising, analytics, or cross-site tracking cookies.
Your Privacy Rights
Depending on where you live, you may have the right to access, correct, or delete your personal
information, and to object to or restrict certain processing. Shoppers should direct these requests to
the store they were chatting with; the merchant, as the controller, can fulfill them with our
assistance, including through Shopify's data request and redaction tools.
Merchants and shoppers can also contact us directly using the details below.
Security
We use reasonable technical and organizational measures to protect personal information, including
encrypted connections, signature-verified requests between Shopify and the app, and email
verification before any order details are disclosed to a shopper. No method of transmission or storage
is completely secure, and we cannot guarantee absolute security.
Contact Us
If you have questions about this Privacy Policy or a privacy request, contact us at
support@ragchatai.com, or reach out via the in-app chat
within the RagChat: AI Chatbot & Livechat application.
We may update this Privacy Policy from time to time. Material changes will be reflected by updating the
"Last updated" date at the top of this page.