Where your data is stored
Your account, knowledge and conversations are stored in the EU (Frankfurt), and our app runs there too. Data is encrypted in transit and at rest.
AI providers
Replies are written by Anthropic's Claude models, and OpenAI creates the search index of your knowledge. Both are based in the US and are covered by Standard Contractual Clauses. Your content and your customers' conversations are never used to train AI models.
Every company that processes data for us is listed on our subprocessors page.
GDPR
For your customers' chat data, you are the controller and TideReply is the processor. If you need a data processing agreement, email hello@tidereply.com and we'll sign one with you.
Our privacy policy explains what we collect and your rights.
Your customers
- The chat sets no cookies on your website.
- Order answers need both the order number and the email used for the order, and never show addresses in the chat.
- Visitors are told they're talking to an AI, and can ask for a person at any time.
Deleting your account
The account owner can delete the account. This permanently deletes your knowledge, conversations and settings, and can't be undone. If you pay through Shopify, uninstall the app as well to stop Shopify's billing.
More detail is on our security page.