Privacy Policy

We collect only what the service needs to answer your customers' questions. We do not collect payment card numbers — those are handled by our payment processor and never reach our servers.

Account information

The name, email address and password hash you create when you sign up for Jawab, plus your brand and workspace settings.

Shopify store data

Your store domain, currency, and your product catalog: titles, descriptions, images, variants, SKUs, prices and inventory levels. We request read-only access and never modify your store.

Messaging data

Messages sent to and from your connected Instagram and Facebook accounts, along with the sender's platform ID and display name, so conversations can be threaded and answered.

Knowledge base content

Documents, FAQs, policies and other material you upload or write so the assistant can answer from your own information.

Access tokens

Encrypted tokens issued by Shopify and Meta that let Jawab read your catalog and send replies on your behalf.

Technical logs

Request logs, error traces and timestamps used to keep the service secure, diagnose faults and prevent abuse.

• To answer customer questions using your catalog, so replies quote your real products, prices and stock levels.
• To route a conversation to your team when the assistant is not confident enough to answer.
• To keep your synced catalog current when products or inventory change in your store.
• To show you conversation history, analytics and quota usage in your dashboard.
• To operate, secure, troubleshoot and improve the service.
• To bill you for your subscription and provide support.

We do not use your data, your catalog or your customers' messages to train our own machine learning models, and we do not sell personal data to anyone.

Generating a reply means sending content to a third-party AI provider. We think you should know exactly what leaves our systems.

When a customer messages you, the message text, relevant excerpts from your knowledge base, and matching products from your catalog are sent to our AI provider to compose a reply. Your knowledge base is also converted into numerical embeddings by an embeddings provider so the assistant can find the right passage to answer from.

These providers act as processors on our behalf under contract. They do not use your content to train their models. Voice notes are transcribed on our own infrastructure and are not sent to a third-party transcription service.

We do not sell personal data. We share data only with the service providers needed to run Jawab:

Anthropic

Generates assistant replies from your catalog and knowledge base.

Voyage AI

Creates embeddings of your knowledge base so it can be searched by meaning.

Supabase

Database, authentication and file storage.

Railway and Vercel

Application and API hosting.

Meta Platforms

Delivers and receives Instagram and Facebook messages.

Paymob

Processes subscription payments. Card details go directly to Paymob and are never stored by us.

We may also disclose data where we are legally required to, or to protect the rights and safety of our users. If Jawab is ever acquired or merged, we will notify you before your data becomes subject to a different privacy policy.

We keep data only as long as it is needed to provide the service to you.

• Message content is deleted automatically 30 days after a conversation's last activity. Conversations still waiting for the merchant's team to step in are kept until the team has handled them. Counts used for analytics (such as the number of conversations and orders) are kept without the message text.
• Uninstalling the app from your Shopify store removes the connection and deletes the product catalog we synced from it, along with the stored access tokens for that store.
• Closing your Jawab account deletes your brand, conversations, knowledge base and settings.
• If a merchant asks us to erase a specific customer's data, we delete that customer's messages and any related records within 30 days.
• If a merchant asks us to erase all data for a store, we delete it within 48 hours of the request.
• Technical logs are retained for a limited period for security and diagnostics, then deleted.

We may retain a minimal record of billing transactions where we are required to for tax and accounting purposes.

• Access tokens for Shopify and Meta are encrypted at rest using AES-256-GCM.
• All traffic between your browser, our services and third-party APIs is encrypted in transit over TLS.
• Every record is scoped to a single brand, and database row-level security keeps one merchant's data inaccessible to another.
• Incoming webhooks are verified by cryptographic signature so we only accept data genuinely sent by Shopify or Meta.
• Access to production systems is limited to staff who need it to operate the service.

No system is perfectly secure. If a breach ever affects your data, we will notify you and the relevant authorities as required by law.

Depending on where you live, you may have the right to access, correct, export or delete your personal data, to object to or restrict how we process it, and to withdraw consent.

Merchants can export or delete most data from the Jawab dashboard. For anything else, email us at Support@jawabai.app and we will respond within 30 days.

If you are a customer who messaged a brand using Jawab, the brand controls that conversation. Contact the brand directly, or write to us and we will pass your request on.

Jawab is a business tool and is not directed at children. We do not knowingly collect personal data from anyone under 16. If you believe a child's data has reached us, contact us and we will delete it.

We may update this policy as the service changes. The date at the top always reflects the current version, and we will notify merchants by email before any change that materially affects how we handle their data.

For privacy questions, data requests or anything else about this policy: