GDPR rights: access, rectify, delete

Olvio is published by Topicimes. The GDPR gives you rights over your personal data held by Olvio: access, correction, deletion in the cases the law provides, restriction, portability, and objection to processing based on legitimate interest. You can view and correct most of your store's data, and delete some of it, in the Olvio admin. For anything else, email Olvio's Data Protection Officer at [email protected].

Who is responsible for which data

Topicimes has two roles, as set out in the Olvio Privacy Policy:

Your account data: your Shopify store identifiers, plan, settings and encrypted API key. Topicimes is the data controller for this data.
Shopper interaction data: conversations, widget events, shopper questions and order attribution. Topicimes processes this data on your behalf as a data processor, and you are the data controller. You're responsible for informing your shoppers and collecting any consent needed on your storefront.

The processing agreement is part of Olvio's Terms of Service. A standalone Data Processing Agreement (DPA) is available on request at [email protected].

For the full list of what Olvio keeps, see What data Olvio stores about your store and What data Olvio collects about your shoppers.

See your data (right of access)

Most of your data is visible in the Olvio admin:

Olvio in the app menu opens the Dashboard, with totals for widget activity and for orders linked to conversations.
Conversations: your shoppers' conversations and their transcripts, and the questions Olvio couldn't answer on the Unanswered tab.
AI Setup: your Business description, Categories / Keywords and Conversation rules, and the list of your Knowledge files and External web pages.
Appearance: your widget settings.
Questions: the suggested questions for each product.
Advisor: your Starter chips and Conversation axes (Growth and Scale plans).
API Key: whether a key is connected and which Claude model you use.
Plans: your current plan.

Apart from Plans, these pages are available only while your store has a plan. If your store no longer has a plan, for example after your subscription ends, Olvio opens on the Plans page, and you can still ask for a copy of your data by email.

Once your store has no plan, the next daily cleanup deletes conversations, shopper questions and unanswered questions older than 30 days. If you need that older history, ask for a copy and wait until you receive it before your subscription ends.

Some data can't be viewed in full:

Your saved API key is never shown again. The key field only shows dots.
You can't view the text of a knowledge file after saving it. The list shows its file name.
The Conversations list shows your 500 most recent conversations. To read older ones, open a transcript and use the arrow buttons. Transcripts keep about the 20 most recent messages of each conversation. See Read your Conversations list and transcripts.
Widget events aren't listed one by one. They appear as totals on the Dashboard.

Olvio has no export button. To get a copy of your data, email [email protected] and say which data you need.

Correct your data (right to rectification)

Change your settings on the AI Setup, Widget, Questions and Appearance pages.
A knowledge file can't be edited after saving. To correct one, delete it and upload the corrected version.
On the API Key page, replace your key or pick another Claude model. See Connect your Anthropic (Claude) API key.
Your products, collections, pages, blog articles and policies come from your Shopify store. Correct them in Shopify, and Olvio picks up the change automatically. See How Olvio keeps your catalog in sync and How Olvio reads your store pages, blog articles and policies for timing.
Your store name and primary domain also come from Shopify, and Olvio updates them automatically when you change them there.

To correct anything else, email [email protected].

Delete data while you keep using Olvio

You can delete some data yourself. Each of these deletions happens right away, with no confirmation step, and can't be undone:

On the API Key page, Delete key removes your saved key, and you see Key removed. The chat on your storefront stops answering until you add a key again. Your Claude model choice is kept.
On the AI Setup page, the trash icon next to a knowledge file or an external web page deletes it, and you see File removed.
On the Unanswered tab of Conversations, Mark as done and Dismiss both delete every record of that question for that product. The conversations it came from stay.

You can't delete a single conversation from the admin.

Automatic deletion

Olvio deletes older records automatically every day. Conversations, shopper questions and unanswered questions are deleted after 30 days on Starter or when your store has no plan (for example after your subscription ends), 90 days on Growth and 365 days on Scale. Moving to a plan with a shorter conversation history also deletes the older records.

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

Your catalog data is kept for as long as Olvio is installed.

Delete your store's data by uninstalling

To have Olvio delete your store's data from its database and search index, uninstall the app:

From your Shopify admin, go to Settings → Apps.
Click the menu icon next to Olvio, then click Uninstall.
Optionally, pick a reason in Reason for uninstalling (optional).
Click Uninstall to confirm.

Right away, Olvio stops answering shoppers on your storefront. Your store also drops to 30 days of conversation history: the next daily cleanup deletes conversations, shopper questions and unanswered questions older than 30 days, even before the full deletion. About 48 hours later, Shopify asks Olvio to erase your store's data, and Olvio permanently deletes it: your store record with its settings and encrypted API key, knowledge files and web pages, products and collections, the pages, blog articles and policies it read, conversations, shopper questions, unanswered questions, widget events and order attributions. The deletion can't be undone.

Uninstalling doesn't remove:

Your products, orders and product metafields. They stay in Shopify, and Olvio only had read access to them.
The _olvio_session attribute on orders placed after a chat. It stays in your Shopify orders, under your control.
Messages Olvio sent to Claude with your API key. Anthropic handles them under its own terms and your agreement with Anthropic, and Olvio can't delete them.
Your support conversations with the Olvio team, which are kept in Intercom. To have them deleted, email [email protected].

Before you uninstall, copy anything you want to keep, such as your AI Setup text, and if you need a copy of your data, email [email protected] and wait until you receive it. After uninstalling, you can no longer open the Olvio admin or its support chat, so send any other request to [email protected]. For details, see What happens to my data when I uninstall Olvio.

Other rights

Portability: to receive a copy of your data so you can move it elsewhere, email [email protected] and say which data you need.
Restriction and objection: uninstalling the app ends Olvio's service on your store and triggers the deletion of your data about 48 hours later. To restrict processing, or to object to it in another way, email [email protected].
Complaint: you can lodge a complaint with a data protection supervisory authority. In France, this is the CNIL (cnil.fr).

Send a GDPR request

Email Olvio's Data Protection Officer at [email protected]. Include:

Your store's myshopify.com address, such as your-store.myshopify.com.
The right you want to exercise, such as access, correction or deletion.
The data concerned, for example conversations from a given period.

While Olvio is installed, you can also send your request through the support chat in the Olvio admin.

Olvio responds within one month of receiving your request. For complex requests, this can be extended once by two more months, and you're told if it is.

Who at Olvio can see your data

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.

When a shopper asks about their data

As the data controller for your shoppers' conversations, you receive their privacy requests. Here's what to know about Olvio's part:

The widget never asks shoppers for their name, email address, phone number or address. Conversations are stored under an anonymous session ID created in the shopper's browser, not under a customer account.
Before a message is saved, Olvio looks for email addresses, phone numbers, card numbers, some ID number formats and secret keys, and masks the ones it detects. Other details a shopper types, such as a name or street address, can remain in the transcript.
Because of this, Olvio generally can't find one shopper's conversations from their name or email address.
If the shopper chatted and then placed an order, the order carries the _olvio_session attribute with that session ID, and if the order was placed within 7 days of the conversation while your store had a plan, its transcript in Olvio links to the order, for as long as Olvio keeps that order record. For help with a request about a specific order, email [email protected].
Shoppers can delete what the widget keeps in their browser by clearing local storage and session storage for your store's website. If they sent a message to Olvio, the _olvio_session attribute stays on their cart for as long as the cart is kept, and the widget can use it to show their earlier conversations again.
When a customer asks you for their data, Shopify sends Olvio a data request. When you use Erase personal data on a customer in your Shopify admin, Shopify sends Olvio an erasure request 10 days later, or up to six months later if the customer placed an order in the past six months. Olvio acknowledges both requests without returning or deleting data, because it doesn't store conversations under a customer's identity. The shopper's conversations are deleted once they're older than your plan's conversation history (30 days on Starter, 90 on Growth, 365 on Scale), or about 48 hours after you uninstall Olvio.

For more on shopper data, see What data Olvio collects about your shoppers.