Privacy policy · elnudge.com/privacy

What we collect, what we don't, and who sees it.

elNudge runs on first-party signals. No third-party ad trackers, no data sold, no cross-site profiling. Ever.

Last updated · 16 October 2026

1. Who we are

elSapiens Private Limited ("elSapiens", "elNudge", "we", "us") operates the elNudge service — an AI-powered intent-scoring and nudge engine that helps online merchants reduce cart abandonment. Our registered office is in Bengaluru, India.

This Privacy Policy applies to:

  • Merchants who install the elNudge Shopify app or script tag on their store.
  • Visitors (end-customers) who browse a merchant storefront where elNudge is active.
  • Customers on messaging channels who message a merchant on Facebook Messenger, Instagram or WhatsApp, or comment on the merchant's Facebook or Instagram posts, where the merchant has connected that channel to elNudge (see section 14).

Where elNudge processes visitor data on behalf of a merchant, the merchant is the data controller and elNudge is the data processor. Merchants using the Shopify App are additionally subject to Shopify's own privacy terms.

2. How data is collected — Shopify merchants

When a merchant installs elNudge from the Shopify App Store, a lightweight JavaScript SDK loads on the merchant's storefront through the app's theme app embed, which the merchant switches on in the theme editor (App embeds). No theme code is edited, and switching the embed off or uninstalling the app removes it.

The SDK collects visitor behavioural signals directly in the visitor's browser and transmits them to elNudge servers over an encrypted connection. The SDK does not use third-party cookies, cross-site identifiers, or browser fingerprinting.

When the app is installed, Shopify grants elNudge the following API access scopes, used as described:

  • read_products — to read product titles, descriptions, prices, stock and images so the AI can reference accurate product details in chat and nudges, kept in sync through Shopify's product webhooks.
  • read_orders — to receive Shopify's order and checkout notifications (the orders/paid and checkouts/create webhooks) and to read the store's recent paid orders, so a confirmed purchase is recorded, attributed to the nudges and chats that led to it, and shown as recent-purchase social proof (for example, "someone in Kochi bought this", or "Sarah K. in Kochi bought this" when the merchant turns on "Show buyer first names"; only the first name and the last name's initial are kept for this, never the full last name). Cart updates (the carts/update webhook) tell elNudge the cart's size and value for the visit that created it.
  • read_all_orders — to look up a customer's older orders (Shopify otherwise limits order access to the last 60 days), when the customer asks the shop assistant about an order or their order history, so the assistant knows their earlier purchases.
  • read_inventory — to read how many of each product variant are in stock, so the shop assistant can tell a visitor the exact quantity available.
  • read_content — to read the store's online store pages (for example About, FAQ, Shipping), so the AI's knowledge base reflects the store even when the storefront is password-protected.
  • read_legal_policies — to read the store's refund, privacy, terms of service and shipping policies, so the AI answers policy questions from the store's own policies.

The order and checkout notifications include the buyer's name, email address, phone number and shipping and billing address (Shopify protected customer data). elNudge uses them only for that merchant's store, to:

  • create or update the buyer's lead and send the name and address to the merchant's own CRM (HubSpot or Salesforce), when the merchant has connected one;
  • show the buyer's name and address to the merchant on the lead and visitor profile in the elNudge dashboard;
  • let the shop assistant greet a returning shopper by first name, and answer delivery questions using their shipping address;
  • match the order, checkout or cart to the visitor's elNudge visit by email or phone.

Public recent-purchase social proof only ever shows the buyer's city, never a name or street address.

Product, order, and customer data received from Shopify is used only for elNudge features on that merchant's own store. It is never sold, shared with third parties, used for advertising, or used to train AI models.

3. What visitor data we collect

  • Behavioural signals — scroll depth, hover dwell time, time on page, navigation events, tab switches, idle periods, exit-intent gestures.
  • Cart events — add-to-cart, remove-from-cart, and purchase completion events emitted by the merchant's storefront.
  • Page context — the current URL, page title, and structured product data on the viewed page.
  • Conversation transcripts — when a visitor engages in chat or voice with the AI agent, the conversation is stored and used to continue the session and attribute conversions.
  • Device and browser metadata — coarse device type (mobile/desktop/tablet), browser name and version, operating system, and preferred language. No precise GPS, no street-level location, no hardware fingerprint.
  • Approximate location — country, region and city, looked up from the visitor's IP address when they connect. The IP address itself is not stored in the visitor's record.
  • Session identifier — a random UUID generated per browser session, stored in sessionStorage (not a persistent cookie). It expires when the browser tab closes.

4. What we do not collect

  • No third-party advertising cookies or tracking pixels.
  • No precise GPS or IP-derived street-level location.
  • No cross-merchant or cross-site tracking. Each merchant's visitor data is siloed.
  • No biometric data. Voice audio is processed for speech recognition. A recording of voice input is kept only when the visitor has allowed analytics on the merchant's store, and is deleted after 12 months (see Data retention).
  • No payment card numbers, bank account details, or PAN/Aadhaar numbers.
  • No data from visitors on merchant sites is used to train AI models (including Anthropic's models).
  • No data is sold or rented to data brokers, advertisers, or any third party.

5. Third-party sub-processors

elNudge relies on a small number of sub-processors to deliver the service. When visitor data is shared with a sub-processor, it is subject to a Data Processing Agreement and used only for the stated purpose.

Sub-processor Purpose Data shared Region
Anthropic, PBC (Claude API) Generates personalised nudge copy and AI chat responses. Conversation context (page URL, product data, chat transcript) is sent to Anthropic's API for each AI turn. Conversation transcript, page URL, product name/price. No visitor name or contact details unless the visitor provides them in chat. When a merchant turns on Google review auto-reply: the review text, star rating and reviewer's name. US
OpenAI, L.L.C. Real-time voice conversations (speech in and out) and transcription of voice messages. Visitor voice audio and the conversation context of that call or message. Not used to train models. US
Sarvam AI Speech-to-text and text-to-speech for Indian languages. Visitor voice audio and the reply text being spoken. India
Groq, Inc. Transcription of voice messages, where used instead of OpenAI. Voice message audio (not retained after transcription). US
Cloud infrastructure provider Hosting, databases, and object storage for elNudge services. All elNudge service data, in PostgreSQL databases. Merchant data region: India (default) or EU (on request). India / EU
Meta Platforms, Inc. (Facebook Messenger, Instagram, WhatsApp) Delivers messages and comments between customers and the merchant's connected Page, Instagram account or WhatsApp Business account. Only used when a merchant connects one of these channels. Message text and media, sender and recipient IDs, comment text, and the replies sent on the merchant's behalf. Global
Google LLC (Google Business Profile) Provides the merchant's Google reviews and publishes the merchant's replies. Only used when a merchant connects a Google Business Profile. Reviews and their replies, the names of the merchant's business locations, and the replies sent on the merchant's behalf. Global
Razorpay Software Pvt Ltd Payment processing for merchant subscriptions. Merchant billing email and payment details. Visitor data is never shared with Razorpay. India

Anthropic's API is used solely to generate chat responses and nudge copy. Anthropic does not use data submitted via API calls to train its models, per Anthropic's API usage policy.

6. Data retention

We delete or strip data automatically once its retention period has passed. The job runs every day and works in whole days (UTC).

  • Behavioural signals (page views, clicks, scroll and other session events, the nudges shown to a visitor, logs of the AI's tool calls, and the visitor's session record with its pages, referrer, campaign tags and approximate location) — deleted 90 days after the visitor's last activity. A session record that a lead or a still-kept conversation refers to is kept for as long as that record is.
  • Reading signals (which sections of a page a visitor paused on) — deleted 30 days after they were last updated.
  • Conversation transcripts (web chat, WhatsApp and other messaging, AI call transcripts and call-recording links, voice-input recordings, hand-off snapshots and social media comment threads) — deleted 12 months after the conversation's last message.
  • Purchases (orders from Shopify's order webhooks or from the storefront's purchase events) — we keep the order ID, product names, amount, currency, country and timestamps so revenue and nudge-attribution analytics keep working. We also keep the buyer's city and, when the order or the storefront provides it, the buyer's first name and last-name initial (for example "Sarah K.") on the purchase record; both are removed 30 days after we receive the order. Recent-purchase social proof shows the buyer as "Someone in Kochi" unless the merchant turns on "Show buyer first names", in which case visitors to that merchant's own website see the first name and initial (for example "Sarah K. · Kochi just purchased …"). The buyer's full name, email address, phone number and address from Shopify orders and checkouts are stored on their lead and visitor profile (see below), not on the purchase record.
  • Product catalogue (titles, descriptions, prices and images; not personal data) — kept while the merchant uses elNudge, so the AI can describe products accurately.
  • Leads and visitor profiles (names, email addresses and phone numbers that visitors chose to share, the name, email, phone and shipping/billing address from the buyer's Shopify orders and checkouts, the identifiers and notes linked to them, and what the AI remembers about the visitor) — kept as the merchant's customer records until the merchant deletes them, Shopify sends a customer erasure request (customers/redact), or the store's data is erased (shop/redact).
  • Aggregate analytics (daily counts and breakdowns with no personal data) — kept indefinitely.
  • When a merchant uninstalls the app, Shopify sends shop/redact 48 hours later, and we delete all visitor data linked to that store within 30 days of receiving it.

7. Legal basis for processing (GDPR)

For visitors in the European Economic Area (EEA) or the United Kingdom, our processing is based on:

  • Legitimate interest (Article 6(1)(f) GDPR) — the merchant's legitimate interest in reducing cart abandonment, balanced against visitor expectations on commercial storefronts.
  • Consent — where the merchant's consent management platform (CMP) has obtained explicit visitor consent, the SDK respects the visitor's consent state and does not fire before consent is given.

Merchants are responsible for configuring their CMP correctly and for providing visitors with appropriate notice in their own privacy policy.

8. California Consumer Privacy Act (CCPA / CPRA)

For visitors who are California residents, elNudge acts as a "service provider" under the CCPA/CPRA. We do not sell or share personal information for cross-context behavioural advertising. We do not use visitor personal information for any purpose other than providing the elNudge service to the merchant.

California residents have the right to:

  • Know what personal information is collected about them.
  • Delete their personal information (subject to certain exceptions).
  • Correct inaccurate personal information.
  • Opt out of the sale or sharing of personal information (not applicable — we do not sell data).
  • Non-discrimination for exercising their rights.

To exercise your rights, email privacy@elnudge.com or contact the merchant whose store you were visiting (they are the data controller).

9. India Digital Personal Data Protection Act (DPDP 2023)

elSapiens is an Indian company and complies with the Digital Personal Data Protection Act, 2023. Visitors who are data principals under the DPDP Act have the right to access, correct, and erase their personal data. Requests may be submitted to privacy@elnudge.com.

10. Shopify GDPR webhooks

elNudge implements all mandatory Shopify privacy webhooks. When Shopify sends a data request or deletion webhook on behalf of a merchant or visitor, elNudge responds as follows:

  • customers/data_request — We compile everything we hold that is linked to the customer's email address, phone number, Shopify customer ID or the orders named in the request (visitor profiles and identifiers, leads with their name and address, sessions and events, conversations and messages, calls, nudges shown, purchases and reviews) into a JSON file. The store owner is emailed when it is ready and downloads it from the elNudge app in the Shopify admin (Customer data requests), to send to the customer within Shopify's 30 days.
  • customers/redact — We permanently delete everything listed above for the customer, matched by email address, phone number, Shopify customer ID and the orders to redact, together with any earlier data request export for them.
  • shop/redact — We permanently delete all data linked to the merchant's shop within 30 days of receiving the webhook (triggered after app uninstall).

All three endpoints respond with HTTP 200 within 5 seconds of receipt. Processing is asynchronous. A data request export is deleted 30 days after the store owner first downloads it, or 90 days after the request if it is never downloaded; a record that the request was handled (without the customer's details) stays. Merchants can also ask us to delete a visitor's or customer's data by emailing privacy@elnudge.com.

11. Security

  • Data in transit is encrypted with TLS: the storefront script, the dashboard, the Shopify app and our APIs are served only over HTTPS and secure WebSockets.
  • Every read of personal data (visitor and customer details, leads, conversation transcripts, call recordings and purchases) by a merchant's team member, an API key or elNudge staff is recorded in an access log: who read it, when, and which records, never the data itself.
  • Personal data is kept only for the retention periods in section 6 and then deleted automatically.
  • Data received for a merchant's store, and the access tokens Shopify and Meta issue for it, are used only for that merchant.

12. International data transfers

Data may be processed in India (default) and the EU (on request). Transfers to the US occur when data is processed by Anthropic (Claude API), OpenAI or Groq. These transfers are governed by standard contractual clauses and the sub-processors' data processing agreements.

EU-based merchants may request EU-only data residency. Contact privacy@elnudge.com to activate this.

13. Children

elNudge is not intended for deployment on websites directed at children under 13 (or under 16 in the EU). Merchants must not install elNudge on stores primarily directed at children. We do not knowingly collect data from children. If we become aware that we have done so, we will delete the data immediately.

14. Facebook Messenger, Instagram and WhatsApp channels

A merchant can connect a Facebook Page, an Instagram Business account and a WhatsApp Business account to elNudge by signing in with Meta (Facebook Login for Business) or through WhatsApp Embedded Signup. This section explains what we do with the data we receive from Meta when a merchant does so. For this data the merchant is the data controller and elNudge is the data processor.

What we receive from Meta

  • Account details — the IDs and names of the Facebook Pages, Instagram accounts and WhatsApp Business accounts the merchant chooses to connect. We only access the accounts the merchant selects.
  • Access tokens — issued by Meta so that elNudge can act for that merchant on those accounts. They are stored in our databases, protected as described in section 11, and used only for that merchant.
  • Messages — text and media that customers send to the merchant's Page, Instagram account or WhatsApp number, with the sender's ID and, where Meta provides it, the sender's name and profile picture.
  • Comments — comments left on the merchant's Facebook and Instagram posts, with the commenter's ID and name, and basic details of the post (such as its link and caption).
  • Delivery status — whether a message was delivered or read.

How we use it

  • To show conversations and comments to the merchant and its team in the elNudge dashboard.
  • To send replies from the merchant's Page, Instagram account or WhatsApp number, including AI-generated replies while the merchant has auto-reply on (it is on by default), and to hand a conversation over to a human on the merchant's team.
  • When auto-reply is on and a customer's public comment shows they want to buy, elNudge may also send that customer one private reply to the comment, as Meta's Private Replies feature allows.
  • To generate those replies, the message text and conversation context are sent to Anthropic's API (see section 5). They are not used to train AI models.
  • To record a lead when a customer chooses to share contact details in a conversation.

What we do not do. We use data received from Meta only to provide the elNudge service to the merchant who connected the account. We do not sell it, use it for advertising, build advertising profiles from it, combine it across merchants, or share it with data brokers.

Merchant controls. A merchant can turn auto-reply on or off for each channel and disconnect a channel at any time in the dashboard under Settings → Channels. If a merchant removes elNudge from their Facebook account settings, Meta notifies us and we disable that merchant's connected channels.

Retention and deletion. Conversations from these channels are kept for the same period as other conversation transcripts (section 6). A customer or merchant can ask us to delete their data by emailing privacy@elnudge.com with the Facebook, Instagram or WhatsApp account concerned. If a deletion request comes through Facebook, we disable the connection straight away and delete the related stored data within 30 days of the request.

Meta processes messages on its own platforms under its own privacy policy: facebook.com/privacy/policy. WhatsApp messages sent to customers must follow Meta's WhatsApp Business policies; the merchant is responsible for having customers' consent to be contacted.

15. Google Business Profile reviews

A merchant can connect a Google Business Profile location to elNudge by signing in with Google and allowing elNudge the "Manage your Business Profile" permission (business.manage). This section explains what we do with the data we receive from Google when a merchant does so. For this data the merchant is the data controller and elNudge is the data processor.

What we receive from Google

  • Account details — the names of the business locations the merchant can manage, so they can choose one to connect. That list is held for up to 10 minutes while they choose; after that we keep only the location they chose.
  • Access tokens — issued by Google so that elNudge can read reviews and post replies for that location. They are stored in our databases, protected as described in section 11, and used only for that merchant.
  • Reviews — the star rating, the review text, the date, and the reviewer's display name. For a reviewer who reviewed anonymously, Google does not give us a real name and we do not keep one.
  • Replies — the reply the merchant has published on a review, and whether Google has accepted it.

How we use it

  • To show the merchant their Google reviews in the elNudge dashboard, and to post the merchant's replies to Google when they write one.
  • When the merchant turns on auto-reply for Google reviews, to draft and post a reply to new reviews. The review text, star rating and reviewer's name are sent to Anthropic's API to write the reply (see section 5); they are not used to train AI models. elNudge never auto-replies to reviews that were left before the location was connected, or that the merchant has already replied to.
  • To show a merchant's good reviews (the reviewer's name as Google publishes it, the stars and the text) to visitors of that merchant's own website as social proof, as the merchant has chosen to set up.

What we do not do. elNudge's use and transfer to any other app of information received from Google APIs will adhere to the Google API Services User Data Policy, including the Limited Use requirements. We use Google data only to provide the elNudge review features to the merchant who connected the location. We do not sell it, use it for advertising, build advertising profiles from it, combine it across merchants, share it with data brokers, or allow people to read it except as needed to provide support, to keep the service secure, or to comply with law.

Merchant controls. A merchant can turn auto-reply on or off, and can disconnect a location at any time in the dashboard under Settings → Google Business. Disconnecting deletes the Google access we stored for that location at once. To also remove elNudge from their Google account, a merchant can open their Google Account → Security → Third-party apps and services and remove elNudge there.

Retention and deletion. Reviews that were imported before a location was disconnected stay in the merchant's elNudge dashboard, because they are the merchant's records of what customers said about their business. They are not removed by the automatic clean-up in section 6. A merchant, or a reviewer who wants their review removed from elNudge, can ask us to delete it by emailing privacy@elnudge.com with the business location concerned; we respond within 30 days. Reviews are published by Google on its own platforms under Google's privacy policy: policies.google.com/privacy.

16. Changes to this policy

We will notify merchants of material changes by email at least 30 days before they take effect. Minor clarifications (e.g., grammar, broken links) take effect on publication. The current version is always available at elnudge.com/privacy.

17. Contact & data requests

Privacy enquiries: privacy@elnudge.com
Data Protection Officer: dpo@elnudge.com
Data deletion requests: privacy@elnudge.com — include your email address and the merchant store URL. We respond within 30 days, free of charge.
Postal: elSapiens Private Limited · Bengaluru, Karnataka, India