Where the information lives#
| Information | Stored where |
|---|---|
| Comments, mentions and conversation history | Your BigCommerce metafields. |
| Staff directory and display names, read state and notification history | Your BigCommerce metafields. |
| Store email preference and email processing state | Your BigCommerce metafields. |
| Installation, sign-in and app authorisation records | Azure, so WF5 can connect and operate the app. |
| Notification emails and recipient addresses | Processed by the email service and retained as applicable by the recipient’s email system. Detailed mode includes copies of the selected comment and order details. |
Metafields are additional records attached to your BigCommerce store or orders. The app uses them to keep store-specific conversation information in BigCommerce. Azure does not hold a separate conversation database or conversation backup. The app processes information while displaying it and sending alerts.
How long conversations remain#
Order Chat does not automatically delete conversations because of their age. The metafields remain in BigCommerce after you uninstall the app, until removed from BigCommerce. Uninstalling the app is not a conversation-deletion action.
Inactive Azure installation records expire after six months. This is a different policy from conversation retention: it does not delete the BigCommerce conversation records.
If you uninstall or return later#
Uninstall through BigCommerce when you want to stop using Order Chat. App access and its active authorisation are invalidated. Your conversation metafields remain with the store; they are not automatically removed by uninstall.
To use Order Chat again, install and authorise the same app for the same store. The retained metafields provide the conversation records for returning use. Staff may need to reopen the app to establish their current access. Contact WF5 if you cannot see expected retained records.
You can keep using this public help centre without an active installation. It contains example data only.
Deletion, exports and sensitive information#
Comments cannot be deleted in the app, including by the store owner. Notifications also have no delete control. Marking one read keeps the alert and comment in your history. There is no self-service full conversation export, bulk cleanup or backup-restore screen in this version.
If your store needs a broader removal or export, contact WF5 to discuss the specific records and available process. Do not remove unfamiliar metafields manually to solve a display issue; those records can support history and notifications.
Keep comments relevant to order work. Use your approved secure process for passwords, payment details and other information that should not be retained in an internal conversation.