Privacy policy

A shop using Rapo Chat decides which customers it talks to and what it records about them. For that data the shop is the controller and we are its processor, acting on its instructions. For the shop’s own account — the owner’s name, email and login — we are the controller.

Each shop’s data is isolated at the database level, so one shop cannot read another’s customers, conversations or orders.

When a customer messages a shop through a connected channel, we store:

• the account identifier the channel gives us for that person — a Messenger or Instagram page-scoped id, or a WhatsApp phone number — and the name and profile picture reference the channel provides;
• the messages exchanged, including text, references to images and files sent, and delivery and read timestamps;
• a name, phone number, email address and delivery address when the customer gives them in order to place an order;
• orders, payment status and courier tracking for what they buy, and notes the shop’s staff add to a conversation;
• a per-message label for intent, sentiment and language, produced automatically to route the conversation.

We do not store card numbers. Card and mobile-wallet payments are completed on the payment provider’s own pages; we keep only the provider’s transaction reference and the result.

The assistant drafts replies for the shop. To do that, the text of the recent conversation and the shop’s own product information are sent to a language model provider. Prices, stock and delivery charges are always read from the shop’s catalogue and settings rather than produced by the model.

Product descriptions and parts of older conversations are turned into numeric vectors by an embeddings provider so that a question can be matched to the right product.

A record of each AI reply is kept so the shop can audit what was said on its behalf, including which tools were called and what they returned.

Only the services needed to deliver the shop’s own operation, and only the data each one needs:

• Meta Platforms — Messenger, Instagram and WhatsApp. Messages are exchanged through Meta to reach the customer.
• Google — the Gemini models that draft replies receive the recent conversation text and the relevant catalogue facts.
• Voyage AI — receives product text and conversation extracts to produce the vectors used for search.
• Payment providers the shop enables — bKash, SSLCommerz, Nagad, aamarPay or ShurjoPay — receive the amount, order reference and the customer’s phone number to take payment.
• Couriers the shop enables — Steadfast, Pathao, RedX or Paperfly — receive the recipient name, phone number, address and parcel value to deliver the order.
• Shopify or WooCommerce, when a shop syncs its catalogue, and inventory changes are written back.
• An email provider for account emails such as verification and password reset.

Credentials a shop gives us for these services are encrypted before storage with a key that is not held alongside them.

To be completed: where the servers are located and whether that constitutes a cross-border transfer that needs disclosing for your customers’ jurisdictions.

Conversations, contacts and orders are kept while the shop’s account is active, because they are the shop’s trading records. Within that:

• the long-term conversation memory the assistant uses is kept for 180 days by default and then deleted;
• the full text of what was sent to and returned by the model is trimmed on each AI record, so an audit trail remains without keeping every full payload;
• a queue of undelivered internal events is pruned after 7 days.

To be completed: how long data is kept after a shop closes its account, and whether any retention period is imposed on you by Bangladeshi tax or company law.

If you are a customer of a shop that uses Rapo Chat, the shop decides what it keeps about you, so asking the shop directly is usually fastest. You can also ask us through the channel you used:

• if you messaged a shop on Messenger, Instagram or WhatsApp, you can remove Rapo Chat’s access from your Facebook or Instagram settings, which sends us a deletion request automatically;
• or use the data deletion page, which explains exactly what is erased and lets you check the status of a request.

Traffic is encrypted in transit. Shop-supplied API keys and tokens are encrypted at rest under a separate key. Each shop’s rows are isolated by the database itself rather than only by application code. Inbound channel webhooks are verified against the platform’s signature before they are accepted.

No system is immune to failure. We do not claim the service is secure against every possible attack, and the limits of our responsibility are in the terms.

When this page changes, the date at the top changes with it. If a change materially affects what we do with a shop’s data, we will tell the shop rather than rely on this page alone.

Questions about this policy: hello@rapo.chat.