GDPR: Placing Consent Acceptance in Chat

LiveAgent is committed to privacy, security, compliance and transparency. This approach includes supporting our customers’ compliance with EU data protection requirements, including those set out in the General Data Protection Regulation (“GDPR”), which becomes enforceable on May 25, 2018.

Processing your customers’ data

One of the requirements of GDPR is your obligation to inform your customers that you and/or a 3rd party processor will gather their personal data. When providing customer service via live chat, we suggest to place a consent acceptance in your pre-chat form as per the example below.

To setup a pre-chat form, you need to follow a few simple steps:

  1. Activate the Pre-chat form in Chat button settings Overview "Request information by pre-chat form, when chat button is clicked."
  2. Add fields of data that you wish to collect, e.g. email, phone number, role.
  3. Click "Add field" and select Create field. Name: Data Processing Consent, Label: To continue, we'll need to process your data
  4. Tick the "Mandatory" field and select type "Checkbox". Then input the following code (don't forget to change the link to your own privacy policy)
    It's OK, let's continue <div style="font-size:12px; opacity:0.7; margin:15px 0 0 -18px">Data security is of utmost importance for us.<br/> Check our <a href="" target="_blank">Security & Privacy Policy</a>.</div>