ReplyHello
Privacy Policy
Last updated: July 15, 2026
ReplyHello (“ReplyHello,” “we,” “us”) is a customer‑support platform operated by ProductsGo. This policy explains what information we process, how we use it, and how we protect it. ReplyHello is used by businesses (“merchants”) to handle their customers’ support requests, so we process some data on a merchant’s behalf as their service provider (data processor).
1. Information we process
Account information (our users). When a support agent or admin signs in, we process their name, email address, and authentication details (via Google Sign‑In and Firebase Authentication).
Merchant store data (processed on the merchant’s behalf). When a merchant connects their Shopify store, we access, on a read‑only basis, the information needed to answer their customers’ support requests: orders, fulfillment and tracking status, products, and customer details limited to name, email, and shipping/billing address. We do not modify anything in the merchant’s store.
Support communications. We process the content of support emails sent to a merchant’s connected address (including sender details, message content, and attachments) in order to create and manage support tickets.
2. How we use information
We use this information solely to provide the support platform: routing incoming emails into tickets, displaying a customer’s order and delivery information to the support agent helping them, drafting and sending replies, and maintaining a support history for the merchant. We do not use personal data for advertising, and we do not sell it.
3. AI processing
To help agents work faster, ReplyHello uses Anthropic’s Claude models to categorize incoming messages and draft suggested replies for a human agent to review. Message content is sent to Anthropic only to generate these results and is not used to train their models. A human always reviews replies before they are sent.
4. Service providers (sub‑processors)
We share data only with the infrastructure providers that operate our service, under their respective data protection terms:
- Google Firebase — database, authentication, file storage
- Vercel — application hosting
- Postmark — inbound and outbound email delivery
- Anthropic — AI categorization and reply drafting
- Shopify — the source of a connected store’s order and customer data
We do not sell personal data or share it with third parties for their own purposes.
5. Storage, security & retention
Data is encrypted in transit (TLS/HTTPS) and at rest (Google Firestore). Access is restricted to authorized support staff on a role‑based, least‑privilege basis. For a connected Shopify store we store only the access token; order and customer details are fetched on demand from Shopify to display to an agent, rather than copied into a permanent database. Support ticket content is retained to provide the merchant with support history and is deleted on request.
6. Shopify data & app uninstall
When a merchant disconnects ReplyHello or uninstalls the app, we delete the store’s stored access credentials and stop accessing its data. We honor Shopify’s data‑request and data‑erasure requirements for a store’s customers.
7. Your rights
Depending on your location (including under the GDPR and CCPA), you may have rights to access, correct, or delete personal data we hold about you. Merchants’ customers should contact the merchant they interacted with; the merchant, or ReplyHello on the merchant’s behalf, will action verified requests. You can reach us at the address below for any privacy request.
8. International transfers
Our providers may process data in the United States and other countries. We rely on our providers’ safeguards for any such transfers.
9. Changes to this policy
We may update this policy from time to time. Material changes will be reflected by updating the date at the top of this page.
10. Contact
Questions or privacy requests: privacy@replyhello.com (ProductsGo, operator of ReplyHello). Please email us and we’ll respond to verified requests.