Shoppers don't sign in or share personal information to use Olvio. This article explains what Olvio records when shoppers see and use the widget on your storefront, what it keeps in their browser and cart, who else processes the data, and how long it stays.

Olvio records nothing from your storefront while your store has no plan.

When a product page with the Olvio widget loads, Olvio records that the widget was shown, with the product and the time. When a shopper then adds something to the cart from that page, Olvio records the first add to cart it detects, with the page's product and the time.

At this stage the widget hasn't assigned the shopper a session ID, so these records usually aren't linked to anyone. There are two exceptions, both for shoppers who already chatted on your store: if the shopper reloads or returns to the same product page in the same tab and a product page chat from the last 30 minutes comes back, both records are saved with a session ID, and if the shopper's cart already carries an Olvio session ID from an earlier conversation, the add to cart is saved with that ID. Olvio uses these records on your dashboard to compare shoppers who chatted with Olvio against all visitors to the product pages where the widget appears.

When a shopper sends their first message (typing a question, clicking a suggested question, or opening an Olvio Advisor link, which sends the link's starter chip for them unless the widget first offers to resume an earlier conversation), the widget assigns them an anonymous session ID. It's a random string that contains no name, email address or other personal information. The widget picks it in this order:

When a product page chat comes back after a reload or a return to that product page, for example after an add to cart from the chat, its ID isn't restored with it. As the page loads, the widget picks an ID again as in steps 3 and 4, from local storage or as a new ID, without checking the cart. The ID can therefore change, for example when analytics isn't allowed or when the earlier ID came from the cart.

An ID already saved in local storage isn't deleted by the widget if the shopper's choice changes later.

The first time Olvio replies on a page, the widget adds the ID to the shopper's Shopify cart as an attribute named _olvio_session, whatever the analytics setting. Shopify copies it into the order at checkout, where you see it in your Shopify admin. 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 emails. See How conversion attribution works.

The session ID links a shopper's conversations, add-to-cart events and orders on your store, including on later visits from the same browser or with the same cart.

For each conversation, in the product page chat or in Olvio Advisor (Growth and Scale plans), Olvio stores:

Olvio also stores, for your store:

Olvio never asks shoppers for their name, email address, phone number or address. If a shopper shares personal details anyway, Olvio's AI is instructed not to repeat them and to mention briefly that the conversation isn't private.

Before a message is saved or sent to Anthropic, Olvio replaces email addresses, phone numbers, card numbers, some ID number formats and secret keys with placeholders such as [email redacted]. Olvio's replies are checked the same way before they're saved.

Other details, such as names, street addresses or health information, aren't detected and can remain in a transcript. We recommend inviting shoppers not to share sensitive personal information in the chat.

When the widget finds a session ID from an earlier visit, in local storage or on the cart, it can show the shopper their earlier messages on your store. The product page chat offers Load previous messages, and Olvio Advisor asks You already have a conversation with our assistant. Would you like to resume it or start over? with Continue and Start over. If the shopper picks Start over, the earlier conversation stays on your Conversations page.

Shoppers can remove what the widget keeps in their browser by clearing the local storage and session storage for your store's website. If they sent a message to Olvio, the session ID also stays in the _olvio_session attribute of their cart for as long as that cart is kept, and the widget can use it to show their earlier messages.

Anthropic: to answer, Olvio sends the shopper's masked message, the recent conversation and the information needed for the answer, such as your AI Setup, product data and store content, to Claude with your own Anthropic API key. When the shopper names other products, it can also send the masked message and Olvio's reply, to check which product cards to show under the answer. Olvio also sends recent questions about a product to write its suggested questions, and a few sample questions from each theme to name the themes of the Customer question map. When Olvio can't answer a question and other products came up in the conversation, it sends the shopper's masked message, its reply and the question's description, to work out which product the unanswered question is about. On stores that publish more than one language, it also sends one wording of each group of similar unanswered questions it saved, to translate them on the Unanswered tab into your store's default language, or into English when that language isn't English, French, German, Spanish, Italian or Portuguese. Anthropic works with you under your own agreement, and its Commercial Terms govern how it handles this content.

Cloudflare: hosts Olvio. Olvio's database is in the European Union (Western Europe region). The vector index, the cache, the computation of search data and Olvio's app itself run on Cloudflare's global network and aren't restricted to the European Union. It also processes shopper messages and questions to find relevant products and store content, to group questions on the Customer question map and to group similar unanswered questions. Olvio's requests to Anthropic, including the masked message and the conversation, pass through Cloudflare on their way to Anthropic. See Where is my data hosted? and Sub-processors list.

Olvio (Topicimes) staff: can view your store's data through an internal, read-only console. It shows the same dashboards, conversation lists, transcripts (with the linked order, where 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.

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

Deletion follows your current plan, so moving to a plan with a shorter period also removes the older data. When your store has no plan, for example after your subscription ends, the period is 30 days. Events (the widget being shown, adds to cart and chat events) and order records are deleted after 90 days on every plan.

When you uninstall Olvio, all shopper data for your store in Olvio's database is deleted about 48 hours later. The _olvio_session attribute already copied into your orders stays in Shopify. See What happens to my data when I uninstall Olvio.

Under Olvio's Privacy Policy, Topicimes processes shopper data (conversations, events, questions and order records) on your behalf, as a data processor. You remain the data controller: you're responsible for informing shoppers, for example in your store's privacy policy, and for collecting any consent your storefront requires.

The data processing agreement is part of Olvio's Terms of Service. A standalone data processing agreement is available on request at [email protected].

Because Olvio keeps no name, email address or customer account for shoppers, it generally can't find one shopper's conversations from their name or email address. If the shopper ordered from the browser they chatted in, the order's _olvio_session attribute usually carries the session ID of their latest conversation. For a request about a specific order, email [email protected]. See GDPR rights: access, rectify, delete.