1. Introduction
Epic Support ("we", "us", or "our") operates the website www.epicsupport.ai, the Epic Support Copilot for Gmail Chrome extension, and related AI-powered customer support tools for online merchants. This Privacy Policy explains what information we collect, how we use it, who we share it with, and the choices you have.
2. Information We Collect
- Account information: name, email address, and password when you sign up, and the details of agents you invite.
- Store data: Shopify store domain, product data, and order information you connect to our platform.
- Gmail data: when you connect a Gmail account, the email threads and messages in that mailbox (including sender and recipient addresses, subjects, and message content), which we sync and store to provide the features described in section 4.
- Chrome extension data: when you click "Draft reply" in the extension, the text of the email thread open on your screen, as described in section 5.
- Chat data: messages exchanged between your customers and the AI chatbot or live support agents.
- Discord data: if you connect Discord, messages in the channels you choose for training or support.
- Technical data: server logs such as request times, IP addresses, and error reports, used to operate and secure the service.
3. How We Use Your Information
- To provide and operate our customer support platform.
- To build your store's knowledge base from your store data and, if you connect them, your email conversations and Discord messages, so the AI chatbot and your agents can answer your own customers.
- To generate suggested replies for your agents in the dashboard and in the Chrome extension.
- To send and receive emails on your behalf via connected Gmail accounts.
- To sync product and order data from your Shopify store.
- To send service emails, such as notifications to your agents and review requests to your customers.
- To communicate with you about your account or service updates.
4. Gmail Data Usage
When you connect your Gmail account, we request permission to read and send email. We use this access to:
- Display your support inbox within our platform and send replies on your behalf.
- Generate suggested replies. The relevant thread is sent to our AI providers (see section 6) to write the suggestions.
- Build your knowledge base. Your email conversations are sent to our AI providers to extract question-and-answer pairs, which are stored in your knowledge base and may be used by the AI chatbot to answer your customers.
We do not sell your email content, use it for advertising, or use it to train general-purpose AI models. Your Gmail data is only used to provide features within your own Epic Support account.
Epic Support's use and transfer of information received from Google APIs to any other app adheres to the Google API Services User Data Policy, including the Limited Use requirements.
5. Chrome Extension (Epic Support Copilot for Gmail)
- When it sends email content: only when you click "Draft reply" (or use its keyboard shortcut), and only the thread open on your screen. Until then it only checks whether a thread is open so it can show its button; nothing leaves your browser.
- What it sends: the subject, sender addresses, and text of the thread open on your screen, sent to Epic Support's servers. We use it to search your knowledge base (via our embeddings provider) and to write reply drafts (via our AI providers). We do not store the thread content sent from the extension.
- What it stores on your device: your Epic Support sign-in session and basic account details, kept inside the extension and not accessible to websites.
- What it never does: send email on its own, track your browsing, or show ads.
- Removing it: sign out from the extension or uninstall it at any time; its stored session is deleted with it.
6. Data Sharing
We do not sell your personal information. We share data with the following service providers only as needed to operate the platform:
- Hosting and storage: Vercel (hosting), Supabase (database and authentication), and Upstash (rate limiting).
- AI providers: xAI (text generation), OpenRouter (backup text generation if xAI is unavailable; OpenRouter forwards the request to the model provider it selects), and Google Gemini (embeddings for knowledge-base search). They process store data, chat messages, and email content as described in sections 3 to 5.
- Email delivery: Resend, for service emails.
- Integrations you connect: Google (Gmail), Shopify, and Discord.
We may also disclose information if required by law.
7. Data Security
We use industry-standard security measures including encryption in transit (TLS), secure token storage, and access controls. OAuth tokens are stored securely and can be revoked at any time.
8. Data Retention
We retain your data for as long as your account is active.
Disconnecting Gmail immediately stops syncing and revokes our access to your mailbox. Emails already synced, and knowledge-base entries created from them, remain in your account until you delete them from the dashboard or ask us to delete them. Thread content sent from the Chrome extension is not stored.
9. Your Rights
You have the right to:
- Access the personal data we hold about you.
- Request correction or deletion of your data, including synced emails and knowledge-base entries.
- Disconnect third-party integrations (Gmail, Shopify, Discord) at any time.
- Uninstall the Chrome extension at any time.
- Request deletion of your account and all associated data by contacting us.
10. Contact Us
If you have any questions about this Privacy Policy or want to exercise your rights, contact us at support@epicsupport.ai.