KAI conversations
KAI uses a secure browser cookie to connect you to your conversations. Ordinary saved chats are not linked to your Store account or private OS data. Shopping help uses a separate, unsaved conversation. Anyone using the same browser profile may be able to reopen these chats. A conversation is accessible for 30 days from creation. Expired conversations are removed during subsequent assistant activity; provider logs and infrastructure backups may have separate retention.
We store your questions, answers, source links and product listings shown in the conversation in the dedicated help-centre database. You can delete a conversation from the assistant. Clearing the cookie loses access to saved conversations; it does not itself delete database records. Different browsers and devices do not share your history. If your browser blocks embedded cookies, open the full assistant.
When AI is enabled, your question, recent conversation context (up to twelve exchanges), approved knowledge and relevant catalogue results are sent to the configured AI provider. The current direct provider is Anthropic (Claude); an optional Vercel AI Gateway connection may be configured by the operator. The provider’s own logging and retention settings also apply. Model instructions are not a guarantee of accuracy; check the linked sources.
The assistant can search public Store listings. It cannot read private tickets, OS records or project records, and cannot place orders, submit requests or change those systems. Preparing a support request copies recent chat text into a draft that you review and submit. Product cards link to the Store; opening a link does not place an order. Attachment uploads are not supported.
Orders and cart in KAI
Opening Orders & cart asks the Store for a limited summary using its existing sign-in and cart cookies. Order access belongs to the signed-in Shopify customer. A Keystonne Account sign-in alone does not provide order access. The panel shows up to ten recent orders or twenty cart items. Addresses, contact details, payment credentials, invoice attributes and session tokens are excluded. If the Store connection is unavailable, KAI shows a reconnect message rather than sample orders.
Only the order or cart item you select, together with your message and up to three recent exchanges from this shopping chat, is sent to the AI provider when you press Send. The selection is a snapshot, not an independently verified live order lookup. Refresh it after five minutes. Shopping conversations stay in this open page and are not written to saved chat history or our help database. Reloading, starting a new conversation or removing the selection clears them. Provider retention still applies. Copying a shopping conversation or submitting its details to the support team is your choice.
Support requests
You can sign in with Keystonne Account for general support, or your Shopify customer account for existing Store support requests. Keystonne Account shares only your account ID, verified email and name with this help centre. A short-lived encrypted cookie keeps the Help sign-in in this browser. It contains no OS access or refresh tokens. Your verified identifier connects you to requests created with that identity; matching email addresses do not combine Store and Keystonne Account requests. Signing out of Help clears this service’s session and does not sign you out of every Keystonne app or Shopify. The help centre stores your request subject, messages, optional order reference, timestamps, and the team’s responses.
Support staff can choose to generate a reply draft using recent messages from a request. Internal team notes and account profile details are excluded from those prompts. Staff review drafts before sending them.
Do not include passwords, OTPs, payment card details or sensitive documents in a chat or request. Requests are accessible only to their signed-in owner and authorised support staff. Support-request retention is an operator process; use a support request to ask about your submitted information. This page describes the app’s behaviour and does not replace the seller’s published privacy policy.
View the store’s privacy information →