Privacy Policy

Last updated: July 13, 2026

Instant.Talk ("we", "us") provides an AI voice and chat support agent for online stores. This policy explains what data we handle, why, how long we keep it, and the choices merchants and shoppers have. We wrote it in plain English on purpose.

Who we process data for

Our customer is the merchant (the store). When a shopper talks or chats with a store's agent, we process that conversation on the merchant's behalf so the agent can help them.

What we collect, and why

• Store content (products, collections, pages, policies, FAQs), read through the store platform's official interfaces. Why: this is the knowledge the agent answers from.
• Order and customer details (order status, and the name, email, and phone tied to an order), looked up only when a shopper asks about their own order and only after they verify themselves the way a human rep would require. Why: to answer "where is my order" truthfully.
• Conversations (chat messages, call transcripts, summaries, satisfaction ratings, and contact details a shopper chooses to leave). Why: so the merchant can read what happened and follow up on escalations.
• Account and usage records (the merchant's plan, voice-minute usage, and technical logs). Why: billing and keeping the service healthy.

What we never do

• We never sell personal data.
• We never use merchant or shopper data to train AI models.
• The agent never shares order details with anyone who has not passed identity verification, and it locks the topic after repeated failed attempts.
• Anything involving money (refunds, cancellations, disputes) is never decided by the AI. It is handed to a human at the store.

How we protect data

• Encrypted in transit and at rest, including backups.
• Production data is kept separate from test data.
• Staff access is limited, protected by strong authentication, and logged: every time a human looks at a shopper's personal details, that access is recorded.
• We keep a written security incident response plan. If an incident affects your data, we will notify affected merchants without undue delay.

How long we keep it

Conversations and transcripts are kept so the merchant can review them and follow up on escalations, on a retention schedule the merchant controls (30, 90, or 365 days; 90 is the default). Once that window passes, personal details in the conversation (the shopper's name, email, phone number, and what they said) are automatically redacted; counts, timestamps, and satisfaction ratings are kept so the merchant can still see their own support trends. When a merchant uninstalls, their store's data is deleted within 48 hours of the platform's uninstall notice. Contact privacy@instant.talk to request removal of specific data sooner.

Your rights

Depending on where you live (including the EU/EEA, UK, and California), you may have the right to access, correct, export, restrict, or delete your personal data. Shoppers should contact the store they interacted with first, since we act on the merchant's behalf; we support merchants in fulfilling these requests, including the platform-level data request and deletion processes. You can also reach us directly at privacy@instant.talk.

Third parties we rely on

We use a small set of service providers to run Instant.Talk: cloud hosting and storage, a real-time voice carrier for calls, an AI language model provider for generating replies, and an email provider for notifications. Each receives only what it needs to do its job, under contracts that restrict any other use.

Changes

If this policy changes in a way that matters, we will note it here with a new date and tell merchants in the app.

Contact

Instant.Talk · privacy@instant.talk