Privacy

1. Who we are

Channel Hawk AI, LLC ("ChannelHawk", "we", "us") operates the ChannelHawk platform at channelhawk.ai and its workspaces at *.channelhawk.ai. Our registered business address is 8430 Charter Club Circle, Suite 6, Fort Myers, FL 33919, United States. Questions about this policy go to hello@channelhawk.ai.

For the business data in your workspace (what we read from the accounts you connect) you are the controller and we process it on your behalf, under our Data Processing Agreement. For your own account details and this website, we are the controller.

2. This website

The public site (channelhawk.ai) has no forms. We receive only what you send us by email, for example a demo request:

• your name and email address;
• your company name, if you give it;
• your message.

We place no tracking cookies or analytics scripts on this site. Our hosting and network providers keep standard access logs (IP address, time, address requested) for security; we use them for nothing else.

3. Your account

• Who you are: your name, email address and username, and the workspaces you belong to.
• Signing in: your password, kept only as a one-way hash; the sign-in codes we email you; your passkeys and two-factor settings if you add them; and, if you ask us to remember a device, a cookie on it for 30 days.
• Billing: the billing email address and the plan. Card details are entered with Stripe and held by Stripe; we never see or store a card number.

4. The accounts you connect

ChannelHawk reads from the platforms you connect so it can show your sales, costs, cash and marketing together. It only reads: it never places orders, changes listings, edits your books, or changes campaigns or budgets. Some platforms offer no read-only permission (QuickBooks’ accounting scope and Google Ads’ adwords scope also allow changes); we use those only to read.

For every connection:

• Each workspace has its own database. Nothing synced from your accounts is shared with, or used for, another workspace.
• Access tokens and keys are encrypted at rest (AES-256-CBC) and are never shown back to anyone, including you, after you connect.
• From store and marketplace orders we do not request or store your shoppers’ names, email addresses, phone numbers, street addresses, postal codes or cities. We keep an order’s state or province and country (encrypted), and an approximate location: a point drawn at random within a few kilometres of the postal code’s area, so the postal code cannot be read back from it. The postal code itself is read only to draw that point, then discarded.

What each connector reads and keeps:

Shopify sends us a notification when an order, product, refund or return changes. Before it waits in our processing queue we trim it to the fields above (no name, email, phone or street), and the queued copy is encrypted. One that fails to process is discarded after seven days. For each notice we record only its id, topic and store, never its contents, for 30 days.

5. ChannelHawk Support: your customers’ messages

If you use ChannelHawk Support, we receive the messages your customers send you: Amazon buyer messages you forward to your ChannelHawk address, and chats on the help widget on your website. We store each message (sender address and name, subject, text and the names of any attachments) encrypted at rest, to sort it, draft a reply and show it to your team. A reply is sent only when someone in your team sends it or, on a channel where your workspace has turned on automatic replies, when the assistant answers from your approved answers. Website chats are deleted after the period your workspace sets (180 days unless you change it).

6. Gmail (optional)

Gmail is used by TaskHawk, ChannelHawk AI’s client-work and task tracker. In TaskHawk you can attach emails you sent to clients to your tasks and mark them as waiting for an answer. If you connect a Gmail account in your workspace settings, we use read-only access (gmail.readonly) to:

• find, in your Sent mail, the email behind a link you attached to a task;
• read the headers of that email’s conversation (sender, recipients, subject, date) to notice when someone replies;
• show you, or an AI assistant you run on that task, the text of an email you linked, when you or it opens it.

We store the connected address and its encrypted tokens. We store no email: text is fetched when it is opened and kept, encrypted, in a cache for at most ten minutes. When an AI assistant reads an email for you, the text goes to the AI provider running that session (section 8). We never send, change or delete your email. Disconnecting revokes our access at Google and deletes the connection.

7. Google user data and Limited Use

This covers the Google Ads (adwords), Google Analytics (analytics.readonly) and Gmail (gmail.readonly) access you grant. ChannelHawk’s use and transfer of information received from Google APIs to any other app will adhere to the Google API Services User Data Policy, including the Limited Use requirements. In particular:

• we use Google user data only to provide and improve the features you use it for: your ad, analytics and email screens;
• we do not transfer it to others, except as needed to provide those features, to comply with the law, or as part of a merger or acquisition;
• we do not use it for advertising, and we do not sell it;
• we do not use it to develop, improve or train generalized AI or machine-learning models;
• no person at ChannelHawk reads it, except with your permission for a specific item, when needed for security or to comply with the law, or when it has been aggregated and anonymized for our internal operations.

You can also remove ChannelHawk’s access at any time at myaccount.google.com/permissions.

8. AI

ChannelHawk uses AI models from Anthropic (Claude) and OpenAI to answer your questions, write reports and briefs, explain alerts, and draft Support replies. A model receives the data needed for the task in front of it. Often that is totals; it can also be the individual orders a question is about and, in Support, your customer’s message and the name they gave. A model never receives your access tokens or passwords.

When the AI runs on ChannelHawk’s keys or your workspace’s own API keys, it is covered by those providers’ commercial API terms, under which data sent to them is not used to train their models. If you connect your own Claude or ChatGPT account (through our desktop app or the Claude and ChatGPT connectors), that provider’s terms for your account apply instead, including its training settings.

9. Subprocessors

10. Retention and deletion

• Emails and demo requests: kept as long as needed to answer you, then deleted.
• Synced data: kept while your workspace exists, and you can export it at any time (Settings → Export your data).
• Disconnecting an account: we ask the platform to revoke our access where it offers a way to (Shopify, QuickBooks, Google, Meta and Pinterest), and erase the tokens here at once. Amazon and Klaviyo offer no way to, so we tell you where to remove ChannelHawk there (for Klaviyo, delete the key you created). What was already synced stays until you delete it: a disconnected account has Delete its data, which deletes everything synced from it.
• Shopify: when Shopify tells us a shopper asked to be erased, we clear the location of their orders for good; when a store uninstalls ChannelHawk, Shopify asks us 48 hours later to erase the store, and we delete everything synced from it.
• Meta: if you remove ChannelHawk in Facebook and ask for your data to be deleted, we delete what your connection synced and give you a code to check on it.
• Closing a workspace: 30 days after a paid subscription ends, every connection is disconnected and its access revoked, and the workspace’s database is deleted within 30 days, its encrypted backup within 60. A workspace without a subscription is deleted when you ask.
• Application logs: kept for 14 days.

11. Your rights

Depending on where you live, you may have the right to access, correct, export or delete personal data we hold about you. Email hello@channelhawk.ai and we will answer within 30 days. If your request is about data a business holds in its ChannelHawk workspace, we will pass it to that business, which decides.

For customers in the EU and UK, our Data Processing Agreement covers transfers, including Standard Contractual Clauses on request.

12. Security

Data travels over TLS. Access tokens and keys, an order’s state or province and country, and Support messages are encrypted at rest with field-level encryption (AES-256-CBC); other synced figures are protected by the encryption of the servers and databases they live on. Each workspace has its own database; account, billing and routing details are held centrally. Access inside a workspace is governed by roles and permissions, and a sign-in needs an emailed code or a passkey unless you ask us to remember the device.

13. Changes to this policy

If we make material changes, we will email active users at least 14 days before they take effect. The date at the top of this page is the current version’s.

14. Contact

Privacy questions or requests:
hello@channelhawk.ai
Channel Hawk AI, LLC · 8430 Charter Club Circle, Suite 6 · Fort Myers, FL 33919 · United States