Privacy Policy

1. Who we are

Maya is an AI sales assistant provided by OpsAgents Agency (“OpsAgents”, “we”, “us”). Maya runs as a chat concierge on a merchant’s storefront or website, answers shopper questions from that store’s own product catalog, and passes on any contact details a shopper chooses to leave.

This policy covers the Maya app and the Maya service at maya.opsagents.agency. For privacy questions or requests, contact us at michal@opsagents.agency.

Two audiences are covered here: merchants who install Maya on their store, and shoppers who talk to Maya on a merchant’s site. Where a merchant installs Maya, that merchant is the controller of their shoppers’ conversation data and OpsAgents acts as their processor.

2. What Shopify data Maya accesses

Maya requests a single Shopify access scope: read_products. That lets Maya read the store’s product catalog — titles, descriptions, options, availability and prices — so that her answers come from the merchant’s real products rather than from invented information.

Maya does not request, receive, or have access to orders, customers, checkouts, payment details, or any other Shopify customer data. Those scopes are not in the app’s configuration, so that data is never sent to us by Shopify and we could not read it if we tried.

Product data is read on demand to answer a question. We do not build or keep a separate copy of the catalog.

3. What we collect

From shoppers who talk to Maya:

• Conversation transcripts — the messages a shopper types and the replies Maya sends.
• Contact details a shopper chooses to share in the conversation, such as a name, email address or phone number. These are used to open a lead for the merchant.
• Technical context attached to the conversation — which store it happened on, timestamps, a conversation identifier, the language of the exchange, and the page the chat was opened from.

Maya never asks a shopper for payment details, passwords, or government identifiers, and shoppers should not enter them into the chat.

From merchants who install Maya:

• The Shopify access token issued when the app is installed, stored so Maya can read the catalog on the store's behalf.
• Store configuration — the store domain, Maya's branding and language settings, the knowledge sources the merchant publishes to Maya, and the address(es) where lead notifications should be delivered.
• Account and billing status read back from Shopify. Billing runs through Shopify Managed Pricing; we never see or store a merchant's payment-card details.

Product analytics: we measure how the service is used — which screens are opened, where people drop off, and errors — using two analytics providers, PostHog and Google Analytics 4. Section 4 describes exactly what each one does and which cookies they set. Session recordings run in maximum-privacy mode: every input value and every text node is masked, so a recording shows layout and interaction but not the words on the screen. Free-text (including search queries and chat content) is not sent to analytics, and sensitive URL parameters such as tokens and email addresses are stripped before any event is recorded.

4. Cookies and tracking technologies

Every page of the Maya service, including this one, loads two analytics tools. Neither is used for advertising, and we run no advertising or cross-site ad-tracking tags at all.

Strictly necessary storage. Signing in to a Maya dashboard sets a signed session cookie (owner_session for merchants, admin_session for OpsAgents staff, which on our hosting may travel packed inside a single __sessioncookie), and installing the app on Shopify sets Shopify’s own app-session cookie. The chat itself keeps a conversation identifier in the browser’s sessionStorage, which the browser discards when the tab is closed, so a reload continues the same conversation. The service cannot work without these.

PostHog — product analytics, session replay and error tracking. It records pageviews, clicks and error events, and sets its own first-party cookie (named ph_…_posthog) plus matching browser storage to recognise a returning session. Session replay runs in maximum-privacy mode as described above — every input value and every text node is masked — and sensitive URL parameters such as tokens, email addresses and search text are redacted before an event leaves the browser.

Google Analytics 4 — standard web analytics, loaded via Google’s gtag.js. It sets Google’s _ga cookies (_ga, plus a second one named after our measurement ID) to count visits and distinguish sessions, and receives pageviews, the same click and error events, and no message content. Pageviews are reported with the page path only — never the query string, which is where a token or an email address could otherwise ride. Google Analytics does not receive session recordings.

We do not send conversation text, shopper names, email addresses or phone numbers to either analytics provider. Error reports are redacted before they are sent: email addresses, phone numbers, query strings and token-shaped values are replaced with placeholders.

Most browsers let you block or delete cookies in their settings, and Google publishes a browser add-on that opts you out of Google Analytics. Blocking analytics cookies does not stop Maya from working; blocking the strictly-necessary session cookies above will stop you from signing in.

5. How we use it

• To answer a shopper's questions from the store's catalog and recommend products.
• To open and deliver a lead to the merchant when a shopper leaves contact details, and to notify the merchant.
• To let a merchant read back their own store's conversations and leads.
• To operate, secure, debug and improve the service.
• To meet legal and Shopify platform obligations.

We do not sell personal data, and we do not use conversation content to build advertising profiles.

6. Who we share it with

• The merchant whose store the conversation took place on. A conversation on a store is visible to that store; it is never visible to another merchant.
• Google Cloud (Google LLC) — our infrastructure and AI sub-processor, and the only vendor in the path that generates Maya's replies. It hosts the service, it stores conversation transcripts and leads, and its Vertex AI platform performs the model inference. Inference is requested through our own Google Cloud project under Google's data-processing terms; conversation text sent for inference is not used to train Google's models, and it is not sent to any other AI vendor.
• Our two analytics providers — PostHog and Google Analytics 4 — which receive the masked usage events described in section 4.
• Where a merchant enables it, the messaging or email channel the merchant asks Maya to continue a conversation on, and the merchant's own leads dashboard.
• Authorities or advisers where we are legally required to disclose, or to establish or defend legal claims.

7. How long we keep it

Conversation transcripts are kept for 24 months from the date of the conversation, and are then deleted. We chose 24 months so that a merchant can still read back a trading season and compare it against the same season a year earlier; past that point the conversation has no operating purpose, so we do not keep it indefinitely.

Leads — the contact details a shopper chooses to leave — are kept for 24 months from the day they were captured, so that the merchant can work and re-work them, and are then deleted.

The merchant dashboard is read-only: it shows a store’s conversations but has no delete button. To have an individual conversation or lead deleted before that window is up, a merchant (or a shopper) writes to michal@opsagents.agency, and OpsAgents staff action the deletion. We answer within 30 days, the same period as section 9. Once actioned, a conversation is marked deleted in our transcript store and stops appearing in the merchant’s dashboard; a lead is removed from the merchant’s leads dashboard.

When a store uninstalls Maya, we immediately delete that store’s stored Shopify sessions and access tokens. On the shop-erasure request Shopify sends 48 hours after an uninstall, we additionally delete the conversation transcripts and leads recorded against that store. On a store that has not been erased, conversations and leads are deleted at the end of the 24-month window described above, or sooner if the merchant asks us.

The masked analytics events described in section 4 are held by our analytics providers under their own retention settings, and are not linked to a named shopper.

8. Shopify’s mandatory privacy webhooks

Maya implements the three privacy webhooks Shopify requires of public apps. Every one of them verifies Shopify’s HMAC signature before it does anything, and rejects an unsigned or wrongly-signed request.

• customers/data_request — a request to compile a customer's data. Maya holds no Shopify customer records, so there is nothing to compile and we acknowledge the request.
• customers/redact — a request to erase a customer's data. Maya holds no Shopify customer records, so there is nothing to erase and we acknowledge the request.
• shop/redact — sent 48 hours after a store uninstalls Maya. We purge the store's stored sessions and access tokens, and the conversation transcripts and leads recorded against that store.

Maya additionally handles Shopify’s app/uninstalled webhook and purges the store’s stored sessions the moment the app is removed, rather than waiting for the erasure request.

9. Your rights

Depending on where you live, you may have the right to access, correct, export, or delete your personal data, to object to or restrict how it is used, and to withdraw consent. Shoppers in the EU/UK and residents of US states with comparable laws have these rights under the GDPR, the UK GDPR and equivalent legislation.

To exercise any of them, write to michal@opsagents.agency and tell us which store you spoke to Maya on so we can find the conversation. We answer within 30 days. If you talked to Maya on a merchant’s store, you can also raise the request with that merchant directly, and we will support them in answering it. You also have the right to complain to your local data-protection authority.

10. Security and location

The service runs on Google Cloud. Data is encrypted in transit, and access to stored conversations is restricted to the merchant that owns them and to a small number of OpsAgents staff who need it to operate and support the service. Merchant credentials and API keys are held in a managed secret store, never in source code.

OpsAgents Agency operates from Israel and our providers operate internationally, so data may be processed outside your country. Where that involves a transfer out of the EEA or the UK, we rely on the appropriate safeguards permitted by law, including standard contractual clauses with our sub-processors.

11. Children

Maya is a business tool for merchants and is not directed at children. We do not knowingly collect personal data from anyone under 16. If you believe a child has left personal data with Maya, write to michal@opsagents.agency and we will delete it.

12. Changes to this policy

We will update this page when the service changes what it collects or how it is handled, and we will move the “last updated” date at the top. Material changes are communicated to merchants directly.

13. Contact

OpsAgents Agency — michal@opsagents.agency
Maya: maya.opsagents.agency