Privacy policy

Matilda chat assistant and WhatsApp

We use Matilda to answer questions about our products and services.

When you use our website chat, we process your messages, Matilda’s replies, your Shopify customer account identifier and any follow-up email address you choose to provide. After five questions, a conversation transcript is emailed to our team to help with your enquiry.

When you contact Matilda through WhatsApp, we also process your WhatsApp number and conversation history. Information you explicitly ask Matilda to remember may be stored for future conversations.

Our service uses Shopify, Meta/WhatsApp, OpenAI, Render and Brevo for store integration, messaging, AI responses, hosting and email delivery. Relevant information is processed by these providers to operate the service.

Authorised administrators can request read-only customer and order lookups through a restricted WhatsApp function. These results are not available through public customer chats and are not sent to the AI model for generating a response.

Chat records are stored in our systems; they do not currently expire automatically. Deletion requests are handled by our team.

Requesting access or deletion

To request access to or deletion of information associated with Matilda, email store@martelli-giovanni.co.uk. Tell us whether you used website chat or WhatsApp and provide the email address or WhatsApp number used. Do not send passwords or payment-card details.

We may need to verify your identity. We will explain any information we must retain for legal obligations or other applicable exceptions. Deleting chat information does not automatically delete order records or copies held in your own WhatsApp account.