Privacy at Concierge

Last updated September 28, 2026.

What this site collects

When you join the waitlist, we collect your name, email address, store website, and approximate support conversation volume. If you arrived through a campaign link, we also save its campaign tags with your request to understand which campaigns generate interest.

How we use it

We use your information to send early-access invitations and launch updates, respond to your request, and understand interest in Concierge. Submitting this form does not connect your Shopify store or grant us access to your customers’ data.

Storage and services

Waitlist signups are stored privately in Vercel Blob and are available to the team handling them. This landing page does not use advertising cookies. Fonts are served by Google Fonts, which receives the technical information required to deliver them, including your IP address. Hosting services may process technical request logs to operate the site.

Trying the Concierge workspace

The sample workspace uses a secure browser cookie to identify your private workspace. We store the sample orders, inquiry text you submit, operating policies, decisions, and action history in private Vercel Blob storage. Live AI reviews send the inquiry text, sample order context, and policy rules to StateSet NSR and TypeSafe Jev for processing. Use sample or anonymized inquiries; do not submit sensitive customer information. Channel labels in the workspace do not connect real inboxes, and sample actions do not change real orders or send messages.

Workspace access lasts for 30 days in the same browser; expiry does not automatically delete stored data. You can export your workspace or delete its contents from Your workspace. Clearing browser cookies removes your access but does not itself delete the saved record. Deleting a workspace does not automatically remove decision-service logs retained by StateSet NSR or TypeSafe. Workspace information is separate from waitlist signups.

Connecting your Shopify store

When you continue with Shopify, Shopify authenticates your account and asks you to grant read and write access to orders and draft orders. The current merchant workspace imports order data and prepares inquiry drafts for human review; eligible unfulfilled cancellations require a separate store-owner confirmation, and email replies require a separate explicit send confirmation. Concierge stores your Shopify shop identifier, domain, store name, staff identifier, store-owner status, and an encrypted, expiring access token. A separate secure cookie opens your merchant session. Your store workspace persists across sign-ins and is shared by Shopify staff who authorize the required order access.

Manual sync imports up to 250 recent orders, including order identifiers, amounts, item details, payment status, and fulfillment history. Customer names, email addresses, phone numbers, and shipping addresses are not requested. When you request an AI inquiry draft, the inquiry text you enter and selected fulfillment/payment status are sent to StateSet NSR and TypeSafe Jev for classification. Order identifiers, customer contact fields, item titles, and amounts are not sent by this workflow. Avoid entering unnecessary personal information. Concierge stores the inquiry, policy checks, generated reply, and your review in the store workspace. Provider processing logs may remain under their retention policies when you delete your Concierge workspace. Saved policies alone do not execute actions. Store owners can explicitly confirm cancellation of an eligible unfulfilled order. Concierge rechecks Shopify eligibility and requests inventory restocking, with a full original-payment refund for supported paid orders within the store limit. Unpaid cancellations request no refund. Shopify customer notifications are disabled; customer updates require a separately approved send. Cancellation attempts and their status are recorded; a separate hashed order lock prevents automatic duplicate submissions, including after workspace deletion.

You can export your snapshot. The store owner can delete the workspace, which removes its saved content and invalidates its Concierge sessions. Signing out ends only the current browser session. Uninstalling Concierge in Shopify revokes access; Shopify uninstall and deletion notifications also remove saved workspace data. Session credentials expire with the Shopify session, within 24 hours; encrypted expired session records may remain in private storage until maintenance removes them. Shopify customer-data requests are recorded for the team to process. Waitlist registration remains separate.

Connected support email

Connected stores use a dedicated StateSet Mail tenant and mailbox. Signed notifications are stored as durable jobs and processed by a scheduled worker; manual refresh can also import sender addresses, subjects, plain-text message bodies, and received times into the store workspace. HTML bodies and attachments remain in StateSet Mail. Authorized staff must verify the sender’s entitlement to the selected order before requesting an AI draft. The store owner can send an approved reply after confirming its recipient and content, and can authorize Shopify staff in the workspace to do the same. Staff sending is off by default; Shopify cancellations still require the owner. The owner can also enable a bounded pilot that sends verification emails and, in order-status mode, automatic replies to verified requests. A separate combined FAQ mode can send exact wording from explicitly selected, current approved public sources after passing answer checks and a fresh public-question decision. FAQ replies do not disclose private order details or change orders. Incoming questions, bounded conversation history and approved sources are processed by the decision service; replies, source versions and automatic-send evidence are retained with the conversation. Automation is off by default. Owners can separately authorize background Shopify access, stored as encrypted expiring access and refresh tokens. Opted-in background work continues when staff sign out; disabling automation, disconnecting background access, or uninstalling stops new work. Requests already submitted to a provider may finish. StateSet Mail handles threading, SMTP delivery, retries, and delivery status. A successful SMTP send does not guarantee inbox delivery. When configured, Concierge checks Resend delivery receipts to match customer replies to their conversations. Relay credentials are stored encrypted, and these checks do not send email.

Deleting a Concierge workspace removes its local email copies and invalidates the connection for that workspace generation. It does not delete the mailbox, source messages, outbound mail, or provider logs held by StateSet Mail. Contact the team to offboard the mailbox and manage those records. Order-redaction notices remove associated local inquiries and email copies; unlinked mail remains under email retention.

Customer verification and pilot automation

On request, Concierge reads the selected Shopify order email and fulfillment tracking details. It compares the email with the inquiry sender; the order email is not added to the order snapshot. A one-time link sent to that matching address confirms access for that specific request. Verification records store an email hash, order identifier, message binding, and timestamps. Links expire after 30 minutes; verified requests expire after 24 hours. A match alone is not proof of identity. This feature requires Shopify access to protected customer email data.

Pending work records contain message identifiers, processing states, timestamps and safe failure reasons. Completed job records are retained for up to seven days during enqueue maintenance. The workspace retains up to 1,000 messages; resolved conversations older than 30 days can be removed when no unfinished or uncertain reply remains. Open cases are not evicted to make space: new work pauses visibly at capacity. Export records you need to keep. With owner consent, verified plain-text inquiries are classified by StateSet NSR / TypeSafe Jev. Automatic order-status replies use live Shopify facts; unsupported or uncertain requests require human review. Case outcomes are recorded by authorized store users, and successful email submission does not establish resolution. Hashed message locks prevent duplicate reply attempts, including after workspace deletion. Expired verification and automation grant records may remain in private storage until maintenance removes them, but workspace deletion, generation changes, and expiry invalidate their use.

Team review queue

Related retained inbox messages may share a case using Message-ID, In-Reply-To, and References headers plus a matching sender address. Headers organize conversations but do not establish identity or transfer customer verification. Each case can have a status, priority, assigned Shopify staff identifier, and up to 20 internal notes. Linked order redaction removes the associated retained conversation and its notes. The queue refreshes in the background and offers new updates without replacing unsaved edits. After human takeover, the owner can return future customer messages to the agent; this does not retry the current message or enable automation. These notes are visible to authorized store users and included in workspace exports. Concierge does not automatically include internal notes in AI requests or customer replies. Case records follow inbox retention and are removed with associated email copies, linked order redaction, or workspace deletion.

Manual support replies

Authorized staff can save human-written replies without using AI or linking a Shopify order. Drafts contain the reply text, source-message binding, author identifier and timestamps. An authorized sender must confirm the recipient, content and entitlement to any private information before sending. Explicit follow-up drafts are available once previous attempts are recorded as sent; each follow-up has its own duplicate-submission lock. Manual replies use the existing StateSet Mail connection and threading, and share duplicate-submission protection with AI-assisted replies. They follow source-message retention and linked conversation deletion.

Setup and connection checks

The setup checklist uses saved workspace evidence, including authenticated mail-event timestamps and customer verification records. Read-only connection checks record whether mailbox access, a sampled order query, and AI credential configuration succeeded. Checks do not invoke the AI service or send email. Owners can record that a specific test reply arrived; the receipt confirmation stores the reply identifier, mail receipt identifier, owner identifier and time.

Conversation search

Conversation search runs in your browser over the authorized workspace already loaded, including retained messages, drafts, replies, linked order numbers and internal notes. Search terms are not sent to a search provider or AI service and are not stored in URLs or local storage. Search does not access mail outside the retained workspace or change its retention.

Saved replies

Owners can create reusable wording stored in the private store workspace with its title, version, publication status, author identifier and timestamps. Authorized staff can insert available templates into their replies. Templates should not contain customer-specific information. Insertion does not send a message or invoke AI. Saved replies are included in workspace exports and removed with workspace deletion; archiving retains the wording in the library.

Approved brand knowledge

Owners can save public brand FAQs, policy excerpts and product guidance, including reference links, review dates, approvals and up to five prior versions, in their private workspace. These records are included in exports. Text-file import fills the editor locally; reference links are not crawled. Only current, owner-approved public sources are eligible for answers.

Approved source text and questions submitted for knowledge drafting are processed by OpenAI embeddings for semantic search when configured. Search vectors and source identifiers are stored in a separate Concierge collection in StateSet’s Qdrant service, scoped by store and installation. Source text and question text are not copied into Qdrant payloads. The selected source excerpts and question are processed by StateSet NSR and TypeSafe Jev for answer selection and checks. Knowledge drafts retain their source excerpts, versions and review results. Public answers require human approval and a separate send confirmation; private order questions still require the existing customer-verification flow.

Edits, archiving and expired review dates prevent use of outdated sources and drafts. Vector deletion is attempted on source changes; owners can retry failed search updates from the library; expired sources can remain indexed but are excluded by the saved approval checks. Workspace deletion invalidates source access immediately and schedules vector removal by the background worker. Deletion does not automatically remove provider logs. Avoid uploading customer data or private operating information as brand knowledge.

Saved answer checks

Store owners can save up to 20 reusable test questions, expected sources or handoffs, and the latest run results for draft and automatic FAQ policies separately in the private workspace. Use general or fictional examples without customer details. Running a check processes its question and approved sources through the same AI and search services used for knowledge drafts. Results include source excerpts, checks, model information and timestamps. Checks do not send customer messages or change Shopify orders. They are included in owner workspace exports and removed when the owner removes the check or deletes the workspace.

Follow-up reminders

Staff can set internal follow-up reminders on retained cases. We store the due time, associated message identifier and staff identifier in the private workspace. Reminders appear in the queue after refresh; they do not send messages or notifications. They follow case retention, export and deletion.

Conversation tags

Authorized staff can add internal topic tags to retained conversations. Tags are stored in the private workspace, visible to authorized store users, and included in workspace exports. They follow case retention and deletion. They are not included in Concierge AI drafting requests or customer replies. Owner-approved external apps with conversation read access can retrieve them. Avoid placing personal information in tags.

Case resolution records

When a team member closes a case, Concierge stores the reason, optional internal note, staff identifier, timestamp, latest message identifier and warning categories reviewed. These records are visible to authorized store users and external apps with conversation read permission. They follow case export, retention and deletion. Closing a case records the team’s assessment; it does not establish customer-confirmed resolution.

Case activity history

Each case retains up to 30 recent operational events, including staff identifiers, timestamps, case changes, manual draft saves and automatic reopenings. Message bodies, draft text and internal note text are not copied into these events. History is visible to authorized store users, included in case exports, and follows case retention and deletion. It is not an immutable audit record.

Reviewed order actions and customer feedback

When an owner prepares an order change, Concierge reads the Shopify facts needed to check it and stores the requested change, policy checks, owner identifier, timestamps and provider result in the private store workspace. Address changes include the proposed shipping address; refund checks read payment amounts, gateway identifiers and transaction status, not card numbers. Returns and exchanges use fulfilled item identifiers and replacement product information. These actions are not sent to AI and require a separate owner confirmation. Action records follow their linked conversation; unresolved actions prevent automatic retention cleanup. Shopify redaction and workspace deletion remove the corresponding workspace records.

Authorized support senders can create a customer-feedback link after a reply is reported sent. Links expire after 30 days and are tied to the latest customer message. Feedback stores a rating, resolution answer, optional comment and timestamp. It is visible to the store team and included in outcome reports. Link possession permits submitting feedback; it does not establish order ownership or authorize order changes. Feedback requesting more help flags the case for the team. Reports use retained conversations and distinguish team resolution from customer feedback.

Owners can turn an edited AI reply into a separately reviewed public knowledge draft and answer check. Customer wording is not automatically published or used for model training. Owners must remove private information and approve the new source before it can be used. Dedicated inbox setup creates an isolated StateSet Mail tenant and stores its credential encrypted; the platform provisioning credential is never sent to a browser.

External assistants and API connections

The store owner can approve scoped access for an external assistant or create an API key. Selected scopes may share customer conversations, internal notes, drafts, imported order snapshots, approved knowledge and aggregate outcomes with that service. The external service processes this data under its own terms. Write access can save drafts and update internal cases; it cannot send emails, execute Shopify changes or enable automation.

Concierge stores connection names, approving owner identifiers, permissions, expiration and revocation records. Credentials are stored as hashes, not recoverable plaintext. OAuth registration, browser consent and token records contain identifiers needed to bind a connection to one store and installation. Connections can be revoked in API & assistants. Expired or revoked tokens cannot read or change store data. Deleting a workspace invalidates all its connections; copies already shared with an external service follow that service’s retention policies.

Storefront chat

When a store enables Concierge chat, we store the name you enter, your messages, support replies, timestamps and storefront origin in that store’s private workspace. Your name is not verified and chat does not grant access to Shopify orders. The owner can separately authorize automatic public FAQ answers for 30 days, with a daily AI-review limit. In new chats, shoppers must opt in before their conversation text and approved brand sources are processed by StateSet NSR and TypeSafe Jev. Concierge posts only exact approved answers; unsupported and private questions go to the team. Shoppers can opt out on later messages or request a person. Processing already submitted may finish, but a handoff prevents its automatic reply. Provider logs may remain under their retention policies after local deletion. Shoppers can optionally report whether the latest reply answered their question. Feedback is stored with that reply and shown to the merchant, including summary counts. A negative response requests team help; a positive response closes the chat until another message arrives. Feedback is not proof of identity or an order outcome. The owner can separately grant an external app chat:read access to retained chat transcripts, public source attribution and shopper feedback. External apps with outcomes:read can read aggregate chat feedback counts without transcripts or shopper names. Shared information is processed under the connected app’s terms. Owners can use unhelpful chat feedback to create general or fictional answer checks after an explicit privacy review. Customer text is not copied into the check automatically. Deleting the source chat, or its retention cleanup, also removes these linked checks. Saved reply drafts are stored privately with the chat, visible to authorized staff and external apps separately granted chat:draft access, and removed with chat deletion or retention. Shoppers cannot read unsent drafts. Saving a draft moves the conversation to the team; sending still requires merchant confirmation. Chat messages and feedback are not included in training datasets.

A random conversation credential is held in your browser tab’s session storage so you can return to the conversation in that tab. It expires after seven days. Anyone with access to the credential can view that conversation. You can delete your messages and support replies using Delete this chat while connected; the store owner can also delete a chat. Records become unavailable after 30 days and are removed on the next workspace update. Deleting the workspace removes its chats. We use a hash of the connection IP address in a daily counter to limit new-chat abuse.

Shoppers can add up to five photos to a chat. Your browser re-encodes each photo as a JPEG before upload, which removes location and other embedded metadata. Photos are stored encrypted in a separate private record, shown only to authorized store users in that conversation, and are not sent to AI services. They are removed when the chat is deleted, when retention removes the chat, or when the workspace is deleted or the store uninstalls Concierge.

Social direct messages

When a store owner connects a Facebook Page, a linked Instagram business account or TikTok Shop, Concierge receives customer service messages sent to those accounts through the platforms’ signed webhooks. We store the platform, conversation and customer identifiers, the customer’s display name when provided, message text, timestamps and reply delivery status in the store’s private workspace. Page and shop access tokens are stored encrypted. When enabled, public comments on the store’s Facebook Page and Instagram posts are stored the same way, with the post identifier; replies to them are public, and order details are never discussed there. Social profiles are not treated as verified identity. When a customer sends a photo, Concierge copies one image per message once from Meta’s image servers into encrypted private storage so the store team can see it after the platform link expires; photos are not sent to AI services and are removed with the conversation or the workspace. Replies are sent through the platform, subject to its messaging windows and terms. When the owner authorizes automatic answers, message text and approved public sources are processed by StateSet NSR and TypeSafe Jev as for storefront chat, and the first automatic reply says it is automated and how to reach a person. Disconnecting a channel stops new messages; deleting the workspace removes stored conversations.

Text messages

When a store connects an SMS number through the StateSet SMS gateway, Concierge receives texts sent to that number and stores the customer’s phone number, message text, timestamps and reply status in the store’s private workspace, alongside other conversations. The gateway API key and webhook secret are stored encrypted. Replying STOP (or UNSUBSCRIBE, CANCEL, END or QUIT) stops further replies to your number until you text START. Automatic answers and order help follow the same rules as social messages. Message delivery is handled by the SMS gateway and carriers under their policies.

Phone calls

When a store connects StateSet Voice, calls are answered by a voice agent operated by StateSet. Concierge receives signed call records, including the caller’s phone number, call timing, summary, disposition and transcript, and stores them in the private workspace for the team to review. During a call, the agent can look up order status only when the caller provides the order number and the email on the order; Concierge returns status and delivery facts, not contact details. When the store owner allows automatic order actions, a verified caller can also cancel, return or exchange after the agent reads the exact change and the caller says yes; this uses the same checks and records as the other channels. Call audio and provider logs are handled by StateSet Voice under its policies.

Automatic order actions

A store owner can separately authorize Concierge to make limited order changes for verified customers in storefront chat, social messages and email: cancelling an unfulfilled order, changing a shipping address before fulfillment, refunding one damaged item, starting a return, or exchanging an item for another variant within the owner’s price limit; when the replacement costs more, Shopify emails the customer an invoice for the difference. The customer must provide the order number and the email address on the order, which Concierge compares with the live Shopify order; by email, the usual verification link is also required. Concierge then describes the exact change and waits for the customer’s confirmation (a reply of YES in chat and social messages, or a one-time link by email, valid for 60 minutes). We store the requested change, order identifier and name, amounts, the channel and conversation, timestamps and Shopify’s result in the private workspace, along with hashed order locks that prevent repeated changes. Changes are made through Shopify with background access, and refunds go to the original payment method. These steps do not use AI to decide amounts or eligibility. Anything outside the owner’s limits, or any uncertain result, goes to the store’s team.

Your choices

You can ask us to correct or delete your waitlist signup, or stop further contact, by replying to our outreach. You can also submit the form with your email and “Privacy request” in the name field to reach the team about your information.

Optional review timing

If a teammate starts and saves a review timer, Concierge stores its conversation/message reference, start and end timestamps, counted focused time and the teammate’s Shopify staff identifier. The browser counts only while the selected email conversation is open, focused and recently interacted with; it does not record keystrokes or mouse positions. Unsaved timers remain in page memory. Saved timing summaries are visible to the store team and authorized conversation readers. The recorder or owner can remove a session from metrics. Timing records follow the conversation’s retention and deletion and are excluded from training targets and rewards. They are partial browser observations, not a measure of all work, payroll, customer success or time saved.