Privacy Policy

1. The Nature of Our Data Collection

We collect information only to the extent necessary to provide high-performance AI automation and support services.

• Account Information: When you register for Offlo.ai, we collect identifiers such as your name, business email address, corporate physical address, and billing details.
• Operational Data: We collect metadata related to how you use our dashboard, including your IP address, browser type, session duration, and the specific AI features utilized.
• Customer Interaction Data: We process the text, files, and queries that you or your end-users input into our AI modules. This is required to generate responses and perform automated tasks.
• Technical Logs: To ensure system stability, we record diagnostic data, error reports, and performance metrics.

2. How We Utilize Your Information

Offlo.ai utilizes the data collected for the following business purposes:

• Service Delivery: To maintain your account, process payments, and provide the core functionalities of our AI platform.
• AI Optimization: We use de-identified and aggregated data to refine our machine learning algorithms, ensuring higher accuracy and better natural language understanding across our ecosystem.
• Client Communication: To send administrative updates, security alerts, and technical notices.
• Safety & Compliance: To prevent fraudulent activity, enforce our Terms of Service, and comply with legal obligations or government requests.

3. E-Commerce Platform Integrations (Shopify)

When a merchant (User) connects their Shopify store to Offlo.ai, our AI assistant accesses store data — including protected customer data — solely to provide the merchant-facing chat, support, and automation features they enable. We access this data through Shopify's official APIs, only with the merchant's authorization, and only to the minimum extent needed for the requested functionality:

• Order Data: We read order details (such as order status, fulfillment and tracking information, and line items) so the AI assistant can answer a shopper's questions about their order.
• Protected Customer Data: To look up and confirm the correct order during a support conversation, we may process a customer's name, email address, phone number, and postal/ZIP code from their order's shipping or billing address. This is used only to identify the order and verify the requester, and is not used for advertising or sold to anyone.
• Cart Data: We process shopping-cart events and cart contents/value to power proactive and abandoned-cart chat flows that the merchant configures.
• Product & Store Data: We read product, inventory, and shipping-zone information (which does not identify individual customers) to answer product-availability, recommendation, and shipping questions.
• Purpose Limitation: Shopify order and customer data is used exclusively to deliver the chat/support features the merchant has enabled. We do not sell it, use it for our own advertising, or use it to train models. We honor Shopify's data-erasure requests (the customers/redact and shop/redact webhooks) and delete the associated data when a store is disconnected or a deletion is requested.

4. Slack Integration

When a User connects a Slack workspace to Offlo.ai, Offlo posts human-handoff alerts from the User's AI agent into one Slack channel the User chooses. The integration only sends messages to that channel; it does not read messages, files, or member lists in your Slack workspace.

• What we collect from Slack: When the app is installed, Slack's OAuth process gives us the workspace ID and name, the ID and name of the channel you selected, the Offlo bot's user ID, the Slack user ID of the person who installed the app, the permissions (scopes) granted, a bot access token, and an incoming-webhook URL for that channel. We do not collect the content of any messages in your Slack workspace.
• What we send to Slack: When a conversation is handed off to a human, we post an alert to your selected channel containing the handoff reason, the assigned agent (if any), the customer's latest message, and a short transcript of recent turns, which may include AI-generated replies. This content comes from your Offlo conversations; once posted, it is stored by Slack under your workspace's own retention settings.
• How we use it: The data above is used only to deliver these alerts to your channel and to show your connection status in Offlo. We do not sell it, use it for advertising, or share it with third parties, and we never use Slack data to train AI or machine-learning models.
• How long we keep it: Slack connection data is kept only while your Slack workspace is connected. When you disconnect Slack in Offlo (Settings → Slack → Disconnect), it is permanently deleted from our systems. If you remove the app from Slack directly, the access token stops working immediately, and the remaining connection details are deleted when you disconnect in Offlo, when your Offlo account is closed, or within 30 days of a request to support@offlo.ai.
• Access, transfer, and deletion: Anyone, including a Slack workspace admin without an Offlo account, can request a copy, an export, or deletion of Slack-related data by emailing support@offlo.ai with the Slack workspace name. See section 9 for how requests are handled.

5. Data Retention and Deletion

We adhere to the principle of data minimization:

• Active Data: We retain your account data for as long as your subscription is active.
• Interaction History: Interaction logs and AI conversation data are stored for a period determined by your specific Service Plan (typically 12 to 24 months) unless you request manual deletion.
• Post-Termination: Upon the closure of an account, we may retain certain data for up to 60 days to allow for recovery or legal audit, after which it is permanently purged from our production servers.

6. Disclosure and Third-Party Sharing

Offlo.ai does not sell, rent, or trade your personal data to third parties for marketing purposes. Disclosure only occurs in the following scenarios:

• Sub-Processors: We engage trusted infrastructure providers (such as cloud hosting and payment processors) who are contractually bound to maintain strict confidentiality.
• AI Infrastructure: Some AI processing may occur via specialized API partners. In these cases, data is sent via encrypted channels and is not used by those partners for their own model training.
• Legal Mandates: We may disclose information if required by a valid subpoena, court order, or to protect the safety of our users.

7. Security Architecture

We implement "Security by Design" to protect your information:

• Encryption: All data in transit is protected via TLS (Transport Layer Security), and data at rest is secured using AES-256 encryption.
• Access Control: Access to our backend systems is strictly limited to authorized personnel using Multi-Factor Authentication (MFA).
• Vulnerability Scanning: We conduct regular security audits and penetration testing to identify and mitigate potential threats.

8. International Data Transfers

Offlo.ai operates globally. By using our platform, you acknowledge that your data may be transferred to and processed in jurisdictions where our servers are located. We utilize Standard Contractual Clauses (SCCs) and other approved mechanisms to ensure your data receives an equivalent level of protection regardless of location.

9. Rights of the Data Subject

Depending on your location (e.g., GDPR in Europe or CCPA in California), you may have the following rights:

• The Right to Access: You may request a copy of the personal data we hold about you.
• The Right to Rectification: You may ask us to correct inaccurate or incomplete information.
• The Right to Erasure: You may request the deletion of your data, subject to our legal retention requirements.
• The Right to Data Portability: You may request your data in a structured, machine-readable format.
• How to make a request: Email support@offlo.ai or use our contact page at https://offlo.ai/contact. You do not need an Offlo account or to sign in. Please tell us which data the request concerns (for example, your Offlo account email or your Slack workspace name). We acknowledge every request within 2 business days and complete it within 30 days, after verifying the requester where needed.

10. Use of Tracking Technologies (Cookies)

Offlo.ai uses cookies and similar technologies to remember your preferences and analyze traffic patterns.

• Essential Cookies: Required for the platform to function (e.g., keeping you logged in).
• Analytical Cookies: Help us understand which features are most popular so we can improve the user experience.
• You can manage your cookie preferences through your browser settings, though disabling certain cookies may limit your access to platform features.

11. Privacy of Minors

Offlo.ai is a business-to-business platform and is not intended for children under the age of 18. We do not knowingly collect information from minors. If we become aware of such data collection, we will take immediate steps to delete it.

12. Modifications to this Policy

We may update this Privacy Policy to reflect changes in our technology or legal requirements. We will notify you of any material changes by posting the new policy on this page and updating the "Last Updated" date at the top.

13. Contact Our Data Protection Office

For questions, concerns, or to exercise your privacy rights, please contact our dedicated team at:

support@offlo.ai

You can also reach us through our contact page at https://offlo.ai/contact. You do not need an Offlo account or to sign in to contact us, and this applies to privacy requests about any integration, including Slack. We respond to every request within 2 business days.