Why live chat messages are encrypted in the database
Orders, addresses, and complaints end up in a support record. Chatvoxo stores that text encrypted. The model you chose still sees the text while it writes a reply.
A support conversation picks up an order number, a delivery address, a complaint, and sometimes a sentence about a card. If that text sits in the clear, anyone who opens the database can read it. A backup file opens the same door.
What is encrypted
Chatvoxo encrypts visitor and agent messages before they are written. When you open the record you see plain text, because the panel decrypts it. The file itself does not hold the sentence in the clear. Encryption is AES-256-GCM. The point is that a stolen backup or a copied table still cannot be read as a conversation.
What the model sees
This does not mean the message goes nowhere. The model you chose has to see the text in order to answer. With Chatvoxo AI, the text goes to the model Chatvoxo calls. With your own API key, it goes to that key's provider. The provider's own retention rule is separate and lives in their documentation. Encryption protects the database row. It does not remove the model call.
What it is for
On a small team the database password sits with more than one person. An old backup stays on a laptop. An encrypted row closes reading the conversation from those copies. The agent still reads it in the panel, because that is the job. You can also tell a visitor that the record is not stored in the clear on our side.
Before you add the window, write down which details you want collected. If the model asks for a card number you did not want, that is a gap in the instruction, not in the encryption.
