> ## Knowledge Base Index
> Fetch the complete knowledge base index at: https://help.keyplace.ai/sitemap.xml
> Use this file to discover available pages before exploring further.
> Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash).

# Shopper privacy

The keyplace chat doesn't ask shoppers who they are. We remove the personal data we detect, delete conversations after 30 days and can't see your orders or customer list.

## What we do with questions
Before we save a question or send it to the AI model, we remove the personal data we detect: emails, phone numbers, payment card numbers, bank account numbers (IBAN) and Polish national ID numbers (PESEL).

We don't remove street addresses, and we can't catch everything. If a shopper types their name or address, it can stay in the conversation.

## How long we keep data
- Conversations: 30 days after the last message.
- Counts without conversation text, like "the chat was opened": 12 months.
- IP addresses: we don't save them in our database. To stop abuse, we use a code made from the IP address that changes every day.
- Technical logs at our hosting provider: 90 days.

## Where data is processed
Our servers and databases are in the EU, in Amsterdam. The AI model that writes answers and our hosting provider's technical logs are in the USA.

The AI model gets the question after we remove personal data, together with your product data. Its provider may keep these requests for up to 30 days.

## Your cookie banner
- With analytics consent, keyplace counts the shopper's steps from the cart to the order, and the amount and currency of a completed order. We keep them only as hourly totals. Only then can the shopper be part of an A/B test.
- With preferences consent, the chat keeps the conversation on the shopper's device for 7 days, so they can continue it.
- Without consent, the chat still answers.

## Emails from the chat
The newsletter and back-in-stock cards in the chat send the shopper's email straight to your own tool, like Klaviyo or Shopify. It never reaches keyplace.

## Who sees conversations
You read them in **Conversations**. If our team has access to your store, we read them there too, to add knowledge.

## Common questions
### A shopper asked me to delete their data. What do I do?
Handle it in Shopify as usual. Shopify passes the request to us. We don't keep data linked to a shopper, and conversations are deleted after 30 days anyway.

### Do you sell shopper data?
No. We don't sell shopper data and don't use it for ads.

## See also
- [AI answers: what shoppers see](/en/article/ai-answers-1wi7k7i/)
- [Pause or uninstall keyplace](/en/article/pause-or-uninstall-12hwa1n/)
- Subprocessors and DPA

Still stuck? Chat with us in keyplace: **Help > Chat with us**. We reply on working days. Never send us passwords, 2FA codes or shopper data.