Olvio stores the data it needs to answer your shoppers and to show you results in the Olvio admin. This article lists what Olvio keeps about your store, where it comes from and how long it stays. For the data Olvio collects about your shoppers, see What data Olvio collects about your shoppers.

About your store and account, Olvio stores:

Olvio stores the API key you save on the API Key page and the Claude model you select there. Before the key is saved, it's encrypted with AES-GCM (256-bit) and bound to your store's domain, so it can't be decrypted for another store. Olvio never shows the key in plain text again.

To remove the key, click Delete key on the API Key page. For details, see How your Anthropic API key is encrypted.

Olvio stores what you enter on the AI Setup page:

To add or remove files and pages, see Add knowledge files and web pages to Olvio's knowledge base.

Olvio stores the Expert name and Hook question you save on Widget → Product Detail Page, the expert name, hook question and questions of the Contact block, and the settings you save on the Appearance page: your Expert avatar image, colors, font and font size, corner radius values, Custom CSS, the Add to cart in chat options and your Languages choices.

If your plan covers more than one language (Growth and Scale) and you've saved an Anthropic API key, Olvio can also store translations of your Expert name and Hook question. This happens only when your widget serves a language other than your default language and that language is English, French, German, Spanish, Italian or Portuguese. Olvio creates the translations with your API key when you save the Appearance page after changing these fields or while a translation is missing, when you move to a plan that covers more languages, and when Olvio refreshes missing or incorrect translations for your store, for example after an Olvio update extends the languages your plan covers.

If you use the Olvio Advisor (Growth and Scale), Olvio stores your starter chips: each chip's label and its conversation axes with their values.

To answer questions about your products, Olvio keeps a copy of your Shopify catalog. While you're subscribed to a plan, it updates the copy automatically when you create, edit or delete products and collections. For each product, Olvio stores:

Olvio also stores your collections: their title, handle, description and metafields.

Draft and archived products are stored too, but Olvio only searches and recommends active products. See How Olvio keeps your catalog in sync.

Olvio reads the public pages, blog articles and policies of your online store. For each one, it stores the title, the address and the text, split into passages it can search when a shopper asks a question. While you're subscribed to a plan, Olvio checks these pages for changes regularly. See How Olvio reads your store pages, blog articles and policies.

Every chat on your storefront is saved as a conversation. The Conversations page lists your 500 most recent ones. Each conversation stores:

Before a message is saved, Olvio masks email addresses, phone numbers, payment card numbers, numbers that look like ID numbers, and API keys or other secrets. Apart from this masking, conversations are kept as written, so we recommend telling your shoppers not to share personal information in the chat.

See Find and fix knowledge gaps on the Unanswered tab.

To link an order to a conversation, the widget adds a cart attribute named _olvio_session to the shopper's cart once Olvio has answered one of their messages. It carries the same anonymous session ID. It isn't meant to be shown to shoppers, but depending on your theme and notification templates it may appear on the cart page or in order notifications. Shopify copies it into the order, where you can see it in your Shopify admin. See How conversion attribution works.

Olvio's AI is instructed never to ask shoppers for their name, email address, phone number or address.

Conversations, the question log and unanswered questions are deleted automatically once they're older than your plan's conversation history:

A daily cleanup deletes older records. If you move to a plan with a shorter conversation history, older records are deleted at the next cleanup.

Widget events and order attributions are deleted after 90 days on every plan.

Your settings, API key, knowledge base, catalog copy and store content have no retention period: the daily cleanup doesn't delete them, and they stay while Olvio is installed unless you delete or change them. To respond faster, Olvio also keeps temporary copies of some data, such as the AI-generated suggested questions. These copies expire on their own.

As soon as you uninstall, the Olvio chat and the Olvio Advisor stop answering shoppers, and Olvio deletes its Shopify sessions for your store. The rest of your store record, including your Shopify access token, is kept until your data is erased. Until then, your store has no plan, so conversations, the question log and unanswered questions older than 30 days are deleted at the daily cleanup.

About 48 hours after you uninstall Olvio, Shopify asks Olvio to erase your store's data. Olvio then permanently deletes your store's data from its database and search index: your API key, settings, knowledge base, catalog copy, store content, conversations, questions, widget events and order attributions. The _olvio_session attributes already copied into your orders stay in Shopify. See What happens to my data when I uninstall Olvio.

Your data is kept separate from other stores: everything Olvio shows in your Olvio admin or uses to answer your shoppers is limited to your store, so other merchants using Olvio can't see it.

When a shopper chats, Olvio sends the message, the conversation so far and the relevant store data to Anthropic with your API key to generate the answer. Olvio also uses your key, with store data, for other features such as suggested questions and translations. See What uses your Anthropic API key, and what doesn't. Anthropic processes this data under your own agreement with Anthropic.

When you open the Olvio admin, Olvio identifies your store to the Intercom support messenger with your store's .myshopify.com domain, the date your store was added to Olvio, your plan and your admin language, so Olvio support knows which store you are. Messages you send to Olvio support are kept in Intercom. See Sub-processors list.

Olvio (Topicimes) staff can view your store through an internal, read-only console. It shows the same dashboards, conversation lists, transcripts (with the linked order, when there is one) and Customer question map as your Olvio admin, plus account and operational information such as your plan, install date, attributed revenue and technical health. The console is used only for support, incident diagnosis and service quality control. Access is limited to people Topicimes authorizes, protected by single sign-on, and every access is logged.

Olvio doesn't sell personal data, and doesn't use your store's content, shopper data or conversations to train AI models.

Olvio's database is hosted by Cloudflare in the Western Europe region. Its search index, its cache, the computation of search data and the app itself run on Cloudflare's global network, which isn't restricted to the European Union. For details, see Where is my data hosted?