Privacy Policy

HyperWeb Solutions Limited (“Agentify”, “we”, “us”, or “our”) is committed to protecting your privacy and ensuring transparency in how we collect, use, process, and disclose personal data when you access or use the Agentify Shopify Application, our WhatsApp AI Support automation services, our B2B Supplier Portal, our promotional website (agentify-app.com), and related services (collectively, the “Services”).

1. Information We Collect

We collect information directly from Shopify Merchants, End-Customers who communicate with Merchants via WhatsApp, and B2B Suppliers registered on our platform.

A. Information Provided by Shopify Merchants

• Account & Store Data: Store domain name, store name, email address, owner phone number, billing information, and timezone settings.
• Meta WhatsApp Credentials: WhatsApp Business Account (WABA) IDs, Phone Number IDs, System User Tokens, and template configuration data.
• Knowledge Base & SOP Data: Return policies, shipping FAQ guidelines, custom product rules, and system prompt parameters manually uploaded by Merchants.

B. Information Collected from End-Customers via WhatsApp

• Messaging Identifiers: WhatsApp ID (phone number), WhatsApp profile name, and conversation timestamps.
• Transactional Context: Shopify order numbers, customer email addresses, delivery addresses, line-item variant choices, and tracking numbers requested during identity verification.
• Conversation Content: Inbound customer support inquiries, replies to clarification questions, and automated message interaction logs.

C. Information Collected from B2B Suppliers

• Supplier Account Data: Company name, contact person name, email address, password hash, and store connection invitation codes.
• Supplier Ticket Interactions: Order resolution notes, status updates (OPEN/CLOSED), and clarification questions dispatched to end customers.

2. How We Use Information

We process collected data exclusively to operate, maintain, deliver, and improve the Agentify Services, including:

• Powering 24/7 autonomous AI support responses via OpenAI/RAG vector search.
• Executing authorized Shopify GraphQL write actions (processing monetary refunds, cancelling unfulfilled orders, and issuing discount codes) in accordance with Merchant SOPs.
• Routing order issue tickets to B2B Suppliers and managing the WhatsApp AI customer clarification bridge.
• Sending instant Web Push notifications and WhatsApp alert templates to Merchant staff upon human escalation requests.
• Fulfilling Shopify API compliance requirements, including automated webhook data sanitization and deletion routines.

3. Data Sharing & Third-Party Services

We do not sell, rent, or trade merchant, customer, or supplier personal data. We share data only with authorized sub-processors necessary to deliver our Services:

• Meta Platforms, Inc. (WhatsApp Cloud API): Used to send and receive WhatsApp messages and templates globally.
• Shopify Inc.: Used for OAuth authentication, store subscription billing, and GraphQL API order operations.
• OpenAI LLC: Used to generate natural language conversational AI responses and RAG policy lookups.
• Infrastructure Providers: Hosted on Fly.io servers and PostgreSQL/Redis managed cloud infrastructure with strict SSL/TLS encryption.

4. Data Security & Isolation

Agentify implements enterprise-grade technical and organizational security measures:

• Encryption: All sensitive Meta tokens and session credentials are encrypted at rest using AES-256 GCM encryption. All data in transit is secured via TLS 1.3.
• Strict Tenant Isolation: Merchant stores and supplier accounts operate in isolated database scopes enforced by primary foreign key checks and authorization middleware.
• Identity Verification Firewall: High-risk write actions (refunds/cancellations) require customer identity verification (Order Number + Email or Phone matching Shopify Admin records) to prevent IDOR vulnerabilities.

5. GDPR & Data Subject Rights

In accordance with the General Data Protection Regulation (GDPR) and global privacy laws, end-customers and merchants have the right to access, rectify, port, or request deletion of their personal data.

Agentify fully complies with Shopify Mandated Privacy Webhooks:

• customers/data_request: Generates complete JSON archives of customer conversations and order logs.
• customers/redact: Permanently redacts customer phone numbers, names, emails, and chat threads across primary database records.
• shop/redact: Automatically purges all store settings, tokens, supplier links, and conversation logs within 48 hours of app uninstallation.

6. Automated Messaging Opt-Out

End-customers may opt out of automated WhatsApp messages or marketing campaigns at any time by replying "STOP" or clicking an opt-out button template. Once opted out, Agentify immediately marks the customer record as isOptedOut = true, blocking all future automated dispatches.

7. Data Retention

We retain personal data only for as long as necessary to fulfill the operational purposes outlined in this Privacy Policy, or as required by law. When a Merchant uninstalls Agentify, store data is purged in accordance with our 48-hour automated cleanup schedule.

8. Contact Information

If you have questions, concerns, or requests regarding this Privacy Policy or your personal data, please contact our Data Protection Team at:

HyperWeb Solutions Limited
Unit C, 8/F, King Palace Plaza, NO.55 King Yip Street, Kwun Tong, Hong Kong
Email: info@agentify-app.com
Phone: +85251914779