Privacy policy

A store's Gmail account is connected only when someone signs in with that Google account and grants consent. The app requests:

• gmail.readonly — read messages and their metadata (sender, recipients, subject, date, thread). Used to import customer emails into the store's inbox, keep conversations threaded, detect replies sent directly from Gmail, and, for an order-notification mailbox, read order confirmation emails from senders the owner marked as trusted.
• gmail.compose (customer-care mailbox only) — create drafts and send messages. Used to save a reply into the mailbox's Drafts folder and, only when a person clicks “Send”, to send that reply in the same thread.

The app does not read contacts, calendars, Drive files or other Google services, does not change or delete existing emails, labels or settings, and does not send any email without an explicit action by an authorised user.

• to display the store's customer conversations to the store owner and their authorised staff;
• to sort messages by topic and flag risky ones (refund requests, complaints, attempts to manipulate the AI);
• to prepare reply drafts that a person reviews, edits and approves;
• to find order details related to a customer message;
• when the owner enables it for a store, to suggest knowledge-base answers learned from past replies. Suggestions are stored only after the owner approves them, and personal details such as email addresses and phone numbers are removed first.

Limited Use. ReplyOS's use and transfer to any other app of information received from Google APIs will adhere to the Google API Services User Data Policy, including the Limited Use requirements. Google user data is not sold, not used for advertising, not used to build user profiles for any other purpose, and not used to train general-purpose AI or machine-learning models. Humans read it only as part of providing the support service to the store owner, for security or abuse investigations, or where required by law.

• Order data from the store's Shopify (read-only access) and order-notification emails: order number, customer name and email, products, totals, payment and fulfilment status.
• Knowledge base: answers, policies and documents written or uploaded by the store owner.
• Account data for authorised users: name, email, password hash, sessions and an audit log of actions (for security).
• Usage and cost records of AI requests (model, tokens, cost) — not the content.

To classify messages and draft replies, the relevant text (the customer message, the store's approved knowledge, and order details only when the customer is verified as the buyer) is sent to Anthropic (Claude API) for processing. Under Anthropic's commercial terms, API inputs and outputs are not used to train its models. No other third party receives Google user data. If no AI key is configured, drafts are produced locally from the knowledge base and nothing is sent to an AI provider.

• Data is stored in a PostgreSQL database on a private server used only for this purpose by the operator; it is not publicly reachable.
• Gmail and Shopify access tokens are encrypted at rest (AES-256-GCM). All traffic uses HTTPS.
• Each store's data is isolated: it is only shown to users with access to that store and never used for another store.
• Passwords are stored as salted hashes; sign-in is rate-limited and protected against cross-site requests.
• Backups are kept on the same server with access restricted to the operator, for a limited period (by default 14 days); copies taken off the server are encrypted.

• Message bodies are erased automatically after each store's retention period (default 365 days, configurable by the owner).
• Disconnecting a Gmail account in the app revokes the app's Google access token and deletes the stored credentials. Access can also be removed at any time from myaccount.google.com/permissions.
• Deleting a store deletes its conversations, messages, drafts, knowledge base and connections. Backups containing them expire within the backup retention period.
• To request deletion or a copy of your data, contact the operator (below).

Customers of the stores and users of the app can ask for access to, correction of or deletion of their personal data, and can object to its processing, under applicable law (including the EU GDPR). The store owner is the controller of their customers' data; this app processes it on the owner's behalf.

Questions or requests: contact the store you bought from, or the operator of this app. Changes to this policy are published on this page with a new date.