Security & privacy

General security practices

VoxCartAI is built for ecommerce operators who connect a store and let a voice agent act on live catalog, order, and customer context - useful without becoming a broad data sink.

• Encrypted in transit - Dashboard, plugin, widget, and API traffic use TLS.
• Access control - Merchant dashboard access is account-authenticated; plugins use merchant-issued credentials.
• Least privilege - Connectors request commerce permissions needed to help shoppers, not unrestricted admin where scoping is available.
• Operational hygiene - Rotate keys when staff change; keep WordPress / WooCommerce / Shopify apps updated.
• Separation of concerns - Marketing site, dashboard, and runtime voice services are isolated.

How API keys are handled

API keys and Agent IDs bind your storefront or custom integration to a specific agent. Treat them like production secrets.

• Issuance - Created in the dashboard and copied into the plugin, app, or your backend.
• Storage on VoxCartAI - Server-side for auth and revocation; no live secrets in public JS beyond controlled session start.
• Storage in plugins - Merchant-controlled settings; avoid logging full keys to public error pages.
• Recommended use - Server-side or plugin-held keys only; rotate immediately if leaked.
• Revocation - Dashboard rotate / disable invalidates prior credentials.

Request patterns: API authentication.

How customer data is handled

Agents need enough commerce context to be useful - stock, price, order status, shipping - without pulling unrelated back-office data.

• Purpose limitation - Used to resolve the live conversation and improve agent quality for your account - not sold as a data product.
• Typical fields - Catalog, cart, order status, tracking summaries, and contact details the shopper already gave your store when needed.
• Merchant control - Your WooCommerce / Shopify data remains yours; VoxCartAI processes it as a service provider.
• Minimization - Query what the turn needs; disconnecting stops new sync for that connection.
• Payment data - Card PANs stay with your payment provider - never dictated over the call.

Voice recordings and transcripts

Sessions produce audio (when enabled) and text transcripts for quality, disputes, and human handoff.

• Why we keep them - Review handling, tune policies, escalate with context, debug failures.
• Access - Available to authorized dashboard users; limit seats.
• Retention - Recordings and transcripts are retained for 30 days by default, then deleted or anonymized per your workspace setting (confirm the live value before go-live).
• Merchant obligations - Disclose recording where required; align retention with your customer-facing policies.

Privacy considerations for voice ecommerce

A voice agent sits in the same trust path as live chat and phone support - shoppers may share PII and order details in natural language.

• Transparency - Disclose AI assistance and link store privacy policies where required.
• Sensitive topics - Configure human handoff; do not collect unnecessary government IDs or passwords over voice.
• Cross-border processing - Reflect hosting / subprocessors in your Privacy Policy and DPAs as needed.
• Rights requests - Store CRM requests go through your ecommerce platform; session artifacts via your account team or contact.
• Children - Do not target the agent at children where your store is not intended for that audience.