Processing customer data with AI

Disclosing the Inbox agent to your customers

When you activate the Inbox agent, it uses your store's product data, policies, and pages to respond to customer questions. Customer chat communications are processed to generate responses and to improve the quality of the Inbox agent over time.

Customers receive a notice that the chat is powered by Shopify and that they're chatting with AI. This notice is displayed automatically and can't be removed or customized.

How data is handled

Review these details about how the Inbox agent handles data:

  • The Inbox agent uses your store's existing product catalog, policies, and page content to answer customer questions. No additional data sharing is required to activate the feature.
  • The Inbox agent can use customer signals such as preferences, sizes, and purchase history to personalize product recommendations when those signals are available. It might mention the detail that shaped a recommendation, such as a saved size or a product that the customer bought from your store.
  • The Inbox agent can use preferences that customers share during a chat to improve responses in that conversation.
  • Customer chat communications are processed in real time to generate responses. Conversation history is accessible from your Inbox conversations.
  • The Inbox agent handles customer data independently for each store and doesn't share customer information or conversation data across different stores.

Updating your privacy policy

If you use the latest version of the Shopify template privacy policy, then the Shopify template includes disclosures about Shopify's role in processing customer data. Review your privacy policy to confirm that it accurately describes your business, data practices, and legal obligations.

If you use a custom privacy policy, then review it before you activate the Inbox agent. Your custom privacy policy should include the following information:

  • A disclosure that you use Shopify to process customer data, including chat communications, to generate responses and to improve the quality of the Inbox agent over time.