DobroChat — Privacy Policy

Effective date: October 6, 2026

DobroChat (“the App”, “we”, “us”) is a Shopify application that provides merchants with an omnichannel messaging inbox: it connects messaging channels (Telegram, Viber, Facebook Messenger and Instagram) to a Shopify store so the merchant can talk to their customers, sell in chat and send order updates from one place.

For the personal data of a store’s customers, the merchant is the data controller and DobroChat acts as a data processor on the merchant’s behalf. This policy describes what data the App handles, why, where it is stored and how it is deleted.

1. Information we collect

From the merchant (store):

• Store domain and Shopify access tokens required for the App to operate;
• API credentials of messaging channels the merchant connects (e.g. a Telegram bot token, a Viber auth token, or a Facebook Page / Instagram access token obtained when the merchant logs in with Facebook). These are stored encrypted at rest (AES-256-GCM);
• Billing plan status, app settings, quick replies and operator notes.

From the store’s customers (buyers), only when they message the store:

• Messenger identifiers and profile data provided by the channel (user ID, name or username, avatar);
• The content of chat messages, including attachments the customer sends;
• A phone number or e-mail address, if the customer shares one or if the merchant links the conversation to an existing Shopify customer;
• Order and delivery data from Shopify (order number, status, tracking number) used to send order updates into the same chat.

We do not collect payment card data. Checkout happens on Shopify’s own pages.

2. How we use this data

• Displaying and delivering chat conversations between the merchant and customers;
• Linking a conversation to the corresponding Shopify customer and their orders;
• Sending automatic order and delivery status updates to the customer’s chat;
• Providing in-chat selling tools (product cards, checkout links);
• Creating a Shopify draft order for the customer when a merchant’s agent clicks “Create order” in a conversation (only if the merchant granted the optional draft-order permission). The draft order is stored in the merchant’s own Shopify store — with the items, any discount the agent applied, the linked Shopify customer or, for B2B buyers, their company, company location and that location’s billing and shipping address — and its invoice link is sent to the customer in the same chat. DobroChat does not keep its own copy of the draft order;
• Operating AI-assist features inside Shopify admin (Shopify Sidekick), which read conversation data only at the merchant’s request and within Shopify admin;
• Operating the optional AI agent, if the merchant enables it — see section 3a below for exactly what is sent, to whom, and how to turn it off;
• Billing, support and abuse prevention.

We do not sell personal data, do not use it for advertising and do not share it with third parties except the service providers listed below.

3. Where data is stored (subprocessors)

• Vercel — application hosting (serverless, USA);
• Neon — PostgreSQL database where conversations and settings are stored (USA, us-east region);
• Shopify — store, customer and order data within the merchant’s own Shopify account;
• Messaging platforms the merchant connects (Telegram, Viber, Meta Platforms for Facebook Messenger and Instagram) — message delivery according to their own privacy policies. See section 3b for Meta.
• SMSClub (Ukraine) — SMS delivery, only if the merchant connects their own SMSClub account. The customer’s phone number and the message text are sent to SMSClub to deliver the SMS.
• OpenAI or Anthropic (USA) — only if the merchant enables the optional AI agent and supplies their own API key. See section 3a.

All data is transmitted over TLS. Incoming webhooks are verified (HMAC).

Checkout links for DobroCheckout (optional). If the merchant also uses our DobroCheckout app and sends a checkout link from a chat, the link points to the merchant’s own storefront and carries an encrypted token (AES-256-GCM) in the URL fragment. The token contains the cart items and discount code and, when available, the customer’s first and last name, email address, phone number, company, delivery city and branch number. Only the merchant’s DobroCheckout installation can decrypt it, it is bound to that store, and it expires after 7 days.

Writing first by phone number (optional, Telegram). If the merchant connects their personal Telegram account (login by phone, code and, if enabled, the two-step verification password), we store the resulting Telegram session encrypted (AES-256-GCM), plus the account’s phone number, username and name. The password and login code are never stored. The session is used only to send a first message that the merchant starts manually to a customer’s phone number from Shopify (Telegram looks the number up and the customer is added to the merchant’s Telegram contacts under their Shopify name); replies arrive through the merchant’s Telegram Business bot. We do not read the merchant’s other chats. Disconnecting logs the session out and deletes it; it is also deleted when the app’s shop data is erased.

Browser cache on the merchant’s device. To open chats instantly, the app keeps a copy of the most recent messages (text and file names only, at most 100 messages from up to 30 recently opened chats) in the browser’s local storage (IndexedDB) on the device where the merchant uses the app. It never leaves that device, contains no passwords, tokens or attachments, is removed automatically after 7 days without opening the chat, and is cleared when a different store is opened in the same browser.

3a. The optional AI agent

A merchant may connect an AI provider (OpenAI or Anthropic) to draft or send replies in chat. This feature is off by default and works only after the merchant enters their own API key from that provider. The merchant’s contract for that key is with the AI provider directly; we transmit data to it on the merchant’s instruction.

When the feature is enabled, the following is sent to the chosen AI provider:

• recent messages of the conversation being answered, with email addresses, phone numbers and anything resembling a credential removed before sending;
• a small extract of the store catalogue (product titles, prices, availability) relevant to the question;
• data about the customer in that conversation: their recent orders — order number, date, total, payment and delivery status, ordered items, tracking number and order status link — and the name of their B2B company and its locations, where applicable. This is what allows the agent to answer “where is my order”. The customer’s email address and phone number are not sent.

Providers used for this purpose, in addition to the subprocessors listed above: OpenAI and Anthropic (USA) — whichever the merchant selects. We do not use this data to train any model, and we ask providers not to retain it beyond serving the request. Data is sent only at the moment a reply is being prepared; we do not upload conversation or order history in bulk.

A merchant can disable the feature at any time in the app’s Settings, or remove the API key, after which nothing further is sent to the AI provider.

3b. Facebook Messenger and Instagram (Meta Platform Data)

When a merchant connects a Facebook Page or Instagram professional account, we receive data from Meta only to run the inbox for that merchant:

• From the merchant: the Page / Instagram account ID and name, and the access token Meta issues for it (stored encrypted, AES-256-GCM). It is used only to receive and send that account’s messages;
• From people who message the Page or Instagram account: the page-scoped / Instagram-scoped user ID, name or username and profile picture, the messages they send (text, attachments, story mentions and replies), and delivery and read receipts.

We use this data solely to show these conversations to the merchant and to deliver the merchant’s replies. We do not use Meta data for advertising, profiling, or training AI models, and we do not sell it or share it with anyone other than the subprocessors in section 3 (and the AI provider in section 3a, only if the merchant turned that on).

• Photos, videos and files from Messenger and Instagram are shown via links to Meta’s own servers; we do not copy them to our storage. Profile pictures are fetched from Meta when displayed and are not stored in our database.
• When a person unsends a message in Messenger or Instagram, Meta notifies us and we delete its text, quoted content and attachments immediately; only a “message deleted” marker remains in the conversation.
• Messenger and Instagram conversations follow the same retention rules as all other chats (section 4).
• If the merchant removes DobroChat from their Facebook account (Settings & Privacy → Business Integrations / Apps and Websites) or disconnects the channel in the App’s Settings, the connection is deactivated and no further data is received.

How to request deletion of your Meta data. If you messaged a store on Facebook Messenger or Instagram and want your data deleted, send a request to ivaschenko132@gmail.com with the name of the store and your Facebook or Instagram name. We will delete your conversations, messages and identifiers for that store within 30 days and confirm by e-mail. You can also ask the store directly. Merchants can request deletion of all their data by uninstalling the App (section 4) or by writing to the same address.

4. Data retention and deletion

• Chat history is retained according to the merchant’s billing plan: 180 days on plans with limited retention, or without a time limit on the unlimited plan. Older messages are deleted automatically; contacts, customer links, tags and notes are kept.
• After a plan change, a 7-day grace period applies before the new retention policy is enforced.
• On Shopify partner development stores, chat history and stored files are kept for 14 days regardless of plan.
• When the App is uninstalled, channel connections are deactivated immediately and the store’s data is permanently deleted after a short reinstall grace period of about 14 days — in any case within the 30-day window required by Shopify. Reinstalling within that period restores connections and history.

5. GDPR and Shopify mandatory privacy webhooks

The App implements all three mandatory Shopify privacy webhooks:

• customers/data_request — the merchant receives a downloadable JSON export of everything the App stores about the requested customer (available in the App’s Settings);
• customers/redact — the customer’s conversations, messages, attachments and identifiers are deleted, and personal data is scrubbed from any remaining records;
• shop/redact — after a store uninstalls the App, all of that store’s data is permanently erased.

6. Customer (buyer) rights

Buyers who wish to access or delete their personal data should contact the store (merchant) they messaged — the merchant controls that data and can trigger export or deletion through Shopify. You may also contact us directly at the address below and we will assist.

7. Changes to this policy

We may update this policy as the App evolves. The current version is always available at this address; the effective date above reflects the latest revision.

8. Contact

Questions about privacy, data handling or deletion requests (including Meta data) are handled by the App’s data protection contact: ivaschenko132@gmail.com. We reply within 30 days.