Data handling
How Lumen handles, stores, and deletes customer and order data.
Lumen is built with a privacy-first approach. Here's what data we access, how we use it, and when we delete it.
What data Lumen accesses
When a customer uses the chat widget, Lumen accesses order and fulfillment data from your Shopify store on a read-only basis. Lumen does not write to or modify any of your Shopify data.
What Lumen stores
Lumen stores the minimum data needed to function:
- Conversation and ticket records — Messages and ticket context needed for support review, analytics, and troubleshooting.
- Session metadata — Timestamp, session duration, whether escalation occurred, sentiment score.
- Store configuration — Your widget settings, escalation email, plan details.
What Lumen does NOT store
- Customer email addresses
- Customer personal information
- Credit card or payment data
- Full order details
- Customer browsing behavior
- Cookies or tracking data
Automatic data deletion
All chat session data is automatically deleted after the retention period. This includes conversation transcripts, session metadata, and any order references from the conversation. This deletion is automatic and cannot be reversed.
If you need to retain conversation data longer, use the CSV export feature before the retention window closes.
Data location
Lumen's infrastructure is hosted in the United States on secure, encrypted servers.
Third-party data sharing
Lumen uses AI service providers to generate and classify responses. Conversation content may be processed by these providers only to operate Lumen's support features and is not used to train public AI models.
Lumen does not sell customer data and does not use advertising platforms or data brokers.
Merchant data
When you uninstall Lumen:
- Your store configuration is deleted immediately
- Chat session data follows the standard retention policy and is then deleted
- No data about your store is retained beyond the retention period