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Security

Your store's data, handled with care.

Here's how we protect your store and your shoppers, in plain words first and the technical detail underneath.

Last updated: September 25, 2026

  • Every store's data kept apart

    Each store's products, conversations and customers are separated from every other store's.

    under the hood · tenant id required on every tenant-owned query; an ORM-level guard rejects unscoped ones

  • Shopify access encrypted

    The token that lets Queeble talk to your store is encrypted before it's stored.

    under the hood · AES-256-GCM at rest

  • A database you can't reach from the internet

    The production database has no public address. Only our own services, inside our cloud network, can connect.

    under the hood · Google Cloud SQL, no public IP (enforced by org policy)

  • Only genuine webhooks

    Messages from Shopify and Meta are checked to prove they really came from them before anything happens.

    under the hood · Shopify HMAC and Meta X-Hub-Signature-256 verification

  • The right access for each person

    Five roles, from owner to viewer, and you decide what each can see and do in your workspace.

    under the hood · role-based access control with per-workspace role policies

  • Screened messages

    Incoming messages are checked before the AI acts on them, and your house rules can mask details like card numbers.

    under the hood · prompt-injection, toxicity and personal-data checks; redact rules

  • Error reports without personal data

    When something breaks we get an alert, with personal data stripped out first.

    under the hood · Sentry with request bodies, cookies and auth headers removed before sending

  • No secrets in the code

    Keys and passwords live in a secret manager, never in the source code.

    under the hood · Google Secret Manager; secret scanning on every push

The AI assistant

Kept from making promises.

A business answers for what its chatbot says. These are the checks between the AI and your shoppers.

  • Answers from your data

    Product answers come from your synced Shopify catalog, and policy answers from the knowledge base you write.

    under the hood · tool calls on synced catalog data; knowledge entries in context

  • Replies checked before they're sent

    Product, price and stock details the assistant didn't read from your catalog are taken out of a reply before it goes out.

    under the hood · response firewall on the assistant's final reply

  • No invented deals

    The assistant never makes up a discount. It applies only the ones your team approves.

    under the hood · discount approval in the inbox, applied at Shopify Checkout

  • Your rules on every reply

    House rules are checked before each reply goes out. Test them in a sandbox, and pause the AI for any topic.

    under the hood · pre-send rule enforcement; sandbox; per-topic pause

  • A person when it matters

    A shopper can ask for a person at any point. The AI steps back, a ticket is opened and your team is notified.

    under the hood · escalation ticket and staff notification; per-conversation AI pause

  • Every reply on record

    Every reply the assistant sends in a conversation is in your inbox, so you can see exactly what a shopper was told.

    under the hood · WhatsApp and web chat threads in one shared inbox

Questions

Security, answered.

Something missing from your review? [email protected]

Is Queeble allowed under WhatsApp's 2026 AI policy?
Yes. Since 15 January 2026, WhatsApp doesn't allow general-purpose AI assistants on its Business Platform. Assistants that serve one business, such as answering questions and helping shoppers buy from your store, are allowed. Queeble is built for exactly that: it helps shoppers with your store, using your catalog, your knowledge base and your orders.
Where is my data stored?
On Google Cloud. If you need details for a security review or vendor onboarding, email us and we'll send what applies to your workspace.
Can Queeble see our conversations?
Queeble processes conversations to run the inbox, the AI assistant and reporting. Access to production data is limited to people who need it to operate or support the service.
How do I export or delete my data?
Email [email protected] from the address on your account to ask for an export of your workspace data or to have the workspace deleted. We check it's you and do it by hand; the data deletion page lists what is removed and what is kept. Uninstalling the app also makes Shopify ask us, about 48 hours later, to erase your store's data. To start one customer's export or deletion request, open the data-rights page (app.queeble.com/dashboard/gdpr, admins only): we email the customer a link and nothing happens until they open it. A customer known only by phone number needs an email to us instead.
What happens when I cancel?
Cancelling takes effect immediately: paid features switch off straight away, not at the end of the billing period. Your data is kept, so you can choose a plan again at any time.
What if there's a security incident?
We follow a written incident procedure: contain, investigate, fix, and tell affected customers as the law and our agreements require.
Do you sign a data processing agreement?
Yes. Our Data Processing Addendum covers processor obligations, subprocessors, security measures and help with data-rights requests.
Do you have SOC 2 or ISO 27001?
Not yet. This page describes what we actually do rather than claim certifications we don't hold.