trAInable Chat - Privacy Policy

trAInable Chat Privacy Policy

Effective Date: January 2025

Last Updated: January 2025

1. Introduction

trAInable Chat ("we", "our", or "the Service") is a Shopify application that provides AI-powered customer service with human escalation capabilities. This Privacy Policy explains how we collect, use, and protect information when you use our Service, with particular emphasis on our SMS/WhatsApp notification system for store staff members.

By using trAInable Chat, you agree to the collection and use of information in accordance with this policy. We are committed to protecting your privacy and complying with all applicable laws including TCPA, A2P messaging requirements, and GDPR.

2. SMS/WhatsApp Messaging Program

2.1 Program Description

trAInable Chat offers a transactional SMS and WhatsApp notification service exclusively for verified store staff members. This service sends time-sensitive alerts when customers require human assistance during support conversations.

2.2 Message Types

You will ONLY receive:

  • Customer escalation notifications requiring immediate attention
  • Initial verification messages to confirm your phone number
  • Test messages to verify system functionality (only when initiated by administrators)
  • Service updates critical to notification delivery

We will NEVER send:

  • Marketing or promotional messages
  • Third-party advertisements
  • Messages unrelated to customer service escalations
  • Messages to anyone except verified store staff members

2.3 Consent Process

We use a comprehensive double opt-in process:

  1. Administrator Authorization: Store administrator adds staff member to the system
  2. Initial Consent: Staff member provides initial consent via checkbox in the staff management interface
  3. Verification Link: System sends a one-time verification message with unique link
  4. Explicit Consent Form: Staff member must:
    • Click the verification link
    • Review notification preferences
    • Explicitly consent to receive automated notifications
    • Acknowledge message frequency and data rates
  5. Confirmation: System records consent with timestamp and IP address

2.4 Message Frequency

Message frequency varies based on customer escalation volume. You may receive:

  • 0-20 messages per day during normal operations
  • Higher volumes during peak customer service periods
  • Messages only during your configured availability hours
  • Messages filtered by your selected priority levels (High/Medium/Low)

2.5 Message Charges

Standard message and data rates may apply depending on your mobile carrier plan. trAInable Chat does not charge for messages, but your carrier's standard rates apply. Check with your carrier for details about your messaging plan.

2.6 Opt-Out Instructions

You can opt-out of SMS/WhatsApp notifications at any time:

  • Text STOP to immediately unsubscribe from all messages
  • Text HELP for support information
  • Additional opt-out keywords: CANCEL, END, QUIT, UNSUBSCRIBE, OPTOUT, STOPALL, REVOKE
  • Contact your store administrator to update preferences
  • Use the Staff Management dashboard to modify settings

After opting out, you will receive a final confirmation message. You can re-subscribe by texting START or through the verification process.

3. Information We Collect

3.1 Store Information

  • Store domain and Shopify shop ID
  • Store configuration and preferences
  • Uploaded documents and knowledge base content
  • Chat conversation history and analytics

3.2 Staff Member Information

  • Name and email address
  • Phone number (for SMS/WhatsApp notifications)
  • Role and permissions within the store
  • Notification preferences and availability schedule
  • Consent records including timestamps and IP addresses
  • Message delivery logs and opt-out history

3.3 Customer Information

  • Chat messages and conversation context
  • Customer identifier (when provided)
  • Session information and metadata
  • No payment or sensitive personal information is stored

4. How We Use Information

4.1 Primary Uses

  • Deliver customer escalation notifications to verified staff
  • Provide AI-powered customer service responses
  • Process and index uploaded documents for knowledge base
  • Maintain conversation history for context and quality
  • Generate analytics and performance metrics

4.2 SMS/WhatsApp Specific Uses

  • Send time-sensitive escalation alerts only
  • Verify phone numbers and maintain consent records
  • Process opt-in/opt-out commands
  • Comply with A2P messaging regulations
  • Maintain delivery logs for troubleshooting

5. Information Sharing

We do NOT sell, trade, or rent your information. We share information only:

  • With Twilio: Our SMS/WhatsApp service provider (for message delivery only)
  • With Pinecone: Our vector database provider (for document indexing)
  • With OpenAI: For AI processing (conversations are not used for training)
  • As Required by Law: To comply with legal obligations or valid legal requests
  • For Safety: To protect rights, property, or safety of our users

We NEVER share:

  • Phone numbers with third-party marketers
  • Store data between different shops
  • Customer conversations outside the authorized store staff

6. Data Security

We implement industry-standard security measures:

  • Encrypted data transmission (TLS/SSL)
  • Secure database storage with access controls
  • Regular security audits and updates
  • Unique verification tokens with expiration
  • Shop-specific data isolation (multi-tenant architecture)
  • Audit logs for consent and opt-out actions

7. Data Retention

  • Chat Conversations: Retained for 90 days for quality and training
  • SMS Consent Records: Retained for 5 years for compliance
  • Staff Information: Retained while actively employed at store
  • Opt-out Records: Permanently retained for compliance
  • Uploaded Documents: Retained until manually deleted by store admin

8. Your Rights

You have the right to:

  • Access your personal information
  • Correct inaccurate information
  • Request deletion of your information (subject to legal requirements)
  • Opt-out of SMS/WhatsApp notifications at any time
  • Lodge a complaint with supervisory authorities

9. Children's Privacy

trAInable Chat is not intended for users under 18 years of age. We do not knowingly collect information from children. Store staff members must be 18 or older to receive SMS/WhatsApp notifications.

10. International Data Transfers

Your information may be processed in the United States and other countries where our service providers operate. We ensure appropriate safeguards are in place for international transfers in compliance with applicable laws.

11. Changes to This Policy

We may update this Privacy Policy periodically. We will notify active users of material changes via the application dashboard or email. Continued use after changes constitutes acceptance of the updated policy.

12. Contact Information

For privacy questions or concerns:

  • Email: privacy@tistheone.com
  • Support Portal: https://trainablechat.tistheone.com/support
  • SMS Help: Text HELP to any of our notification numbers

For SMS/WhatsApp specific issues:

  • Opt-out: Text STOP to any message
  • Twilio Support: Our messaging provider's privacy policy is available at www.twilio.com/legal/privacy

13. Compliance

This service complies with:

  • Telephone Consumer Protection Act (TCPA)
  • A2P 10DLC Campaign Registry Requirements
  • General Data Protection Regulation (GDPR)
  • California Consumer Privacy Act (CCPA)
  • Shopify Partner Program Agreement
  • Twilio Acceptable Use Policy

This privacy policy was last updated on January 2025. For the most current version, please visit https://trainablechat.tistheone.com/privacy