Trust

Where your data goes, and how it is kept.

Every line here is read from the settings that enforce it, not typed by hand, and refreshed every five minutes. The Privacy Policy is the legal version; this is the plain one.

1. What we keep, and for how long

  • Conversations and leads belong to the business. They stay until the business asks us to erase them.
  • The page-by-page trail of a visit and its page views are deleted after 90 days.
  • A visitor's IP address and browser details are cleared from their chat after 90 days.
  • Visit records, one line per visit, are deleted after 365 days.
  • Webhook delivery logs are deleted after 30 days.

2. Who can see it

  • Each business sees only its own chats, leads and visitors.
  • Visitor IP addresses are shown only to team members whose role allows it.
  • An API key reads only the business it belongs to.

3. How it is protected

  • Every page and every chat message travels over HTTPS.
  • Passwords are stored as one-way hashes, never as text. Older accounts move to a stronger salted hash the next time they sign in.
  • Logins for connected accounts (email, calendars, Shopify, messaging channels) and webhook secrets are encrypted before they are stored.
  • API keys are stored only as fingerprints. A key is shown once, when it is made.
  • Card payments go through Stripe. BEM never sees card numbers.

4. The AI

  • To write a reply, the visitor's message and the business's own information are sent to an AI model through OpenRouter.
  • If the AI fails, visitors get the business's saved answers and a person is alerted to reply.

5. Where it runs

  • BEM Chat runs on BEM's own server. Every night a copy of the chat data goes to a backup server at a second hosting provider.
  • Backup server: Standing by, ready to take over if our main server goes down.

6. Erasing data

  • A business can ask us to erase a visitor. We delete their chats, uploaded files, page trail and queued mail. The business's own settings and answers stay.

Read . Questions: info@bem.solutions. Whether the service is up right now is on the status page.