Privacy & data
You choose exactly what the assistant may use. Sensitive details are removed before anything is sent or stored, and conversations are deleted automatically.
Conversation data
How many earlier messages are sent so the assistant can follow the conversation. 0 sends only the newest.
Characters per visitor message.
Deleted automatically this many days after their last activity, except conversations your team is still handling.
Replace email addresses and phone numbers with [email] and [phone]. Payment card numbers and security codes are always replaced.
Default "Replies are generated by AI and may be inaccurate. Please don't share passwords or payment details in this chat." It is read out to screen-reader users with the message field (not printed in the window). While no AI provider is connected, the unchanged default is replaced by "Answers come from our website's information. Please don't share passwords or payment details in this chat."
What is sent, and what never is
| Sent to your AI provider | Never sent |
|---|---|
| The cleaned message and earlier messages · site name, tagline, address · the sources you allow · on shops, the product fields you allow | User accounts · orders (Free) · payment data · contact-form submissions · files from visitors (Pro) · anything to Siteryn |
With Pro, order-aware support sends only the order details you allow, and never addresses, emails, phones, notes or payment details. See Order privacy.
What Pro adds Pro
- Your Topics to Avoid, Store Instructions and the most relevant passages of the pages and posts you allow (Answers from your site) are sent as part of the instructions.
- On shops: with Use the Cart, the names and categories of products in the cart (never prices paid, quantities or customer details); with Send Available Options to the AI, in-stock option values; with AI Search Expansion, one short extra request with the shopper's message (contact details removed), your category names and earlier search words.
- Files from visitors and back-in-stock email addresses are never sent to an AI provider.
Analytics data Pro
Under Privacy & Usage → Analytics Data: Collect Support Analytics (daily counts, 90 days), Track Knowledge Gaps (redacted unanswered questions, kept as long as conversations) and Track Search Words (catalog words only, 30 days). Nothing there identifies a visitor. See What analytics record.
Storage
- Conversations and messages are stored, already redacted, in two tables on your server.
- Visitors' browsers keep only a conversation token, so the chat can continue on the next page, and (for the current tab) whether the chat window is open.
- A pseudonymous identifier derived from the IP address is kept for up to one hour, to limit misuse.
- Replies may be cached for the Response Cache time (120 minutes by default).
Export, erasure and policy text
- Tools → Export Personal Data and Erase Personal Data include "Support conversations", matched by the visitor's email or account. Pro adds "Back-in-stock requests" (product and request date). Files from visitors are deleted with their conversation.
- Suggested text for your privacy policy is added under Settings → Privacy → Policy Guide, describing AI processing, retention, the cache, live chat and the contact form. Pro adds paragraphs for the features you turn on: order answers and guest order lookup, email replies, the help desk webhook (naming its host), the cart, back-in-stock emails, assisted sales, lead capture and ratings. Name your AI provider in your policy.
Uninstall
Deleting the plugin removes its settings, saved API keys, usage counters, caches and conversations. Knowledge Base entries are site content and are kept unless you turn on Remove Knowledge Base (off by default).
Third parties
- Your AI provider: when a visitor sends a message, and when an admin tests the connection or lists models.
- siteryn.com: only the optional deactivation survey, and the Pro license check and update check (key, product ID and site URL, from wp-admin and scheduled tasks only).
- Pro help desk webhook: only to the HTTPS address an administrator enters (visitor name, email, account id, messages with your team, the assigned team member and, if enabled, the earlier chat); internal notes are never sent.
- Pro email: with Email Replies to Visitors Who Left, your team's replies are emailed through your site's own email.