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class="c-copy-button__textarea">https://www.livechat.com/help/prepare-chat-gdpr/</textarea> </div> </div> </div> </div> </div> </div> <span itemscope itemtype="https://schema.org/Article"> <meta itemprop="headline" content="Prepare your chat for GDPR!"> <meta itemprop="datePublished" content='2018-04-30T20:18:43Z'> <meta itemprop="dateModified" content='2024-12-16T11:19:58+01:00'> <meta itemprop="author" content="Krzysztof Kraus"> <meta itemprop="articleSection" content="Privacy and security"> <meta itemprop="articleSection" content="Privacy"> <meta itemprop="articleBody" content="Making LiveChat GDPR compliant is our priority, that is why we prepared this short article to help you make your chat window GDPR compliant. Remember that we&rsquo;re in this together! Processing your customers&rsquo; data The right to access your data The right to be forgotten Data Processing Addendum What&rsquo;s next? Processing your customers&rsquo; data With GDPR, you are obliged to inform your customers that you and/or a third-party processor will gather their personal data. There are two ways to go about it: If you run an e-commerce store where your customers can make a purchase, you can modify the agreement between you and your customer so that it will include the information about the data processing that occurs during a chat. If you are not using LiveChat for sales purposes, you should still inform your website visitors that you gather and process their data during a chat. You can use our pre-chat form feature to do just that. Below we provide instructions on how to use the pre-chat form to make your chat widget GDPR compliant, as well as ready-made examples of data protection consents. Please note that information (including the data protection consents and clauses) provided in this article are to be considered as general examples. Neither this article nor any of its parts are legal advice. We give you some tips and clauses to work on, but we do not know your business and how you handle data processing. So you should always consult your actions (including using this article&rsquo;s content) with the legal advisor. You need to make sure that the agreement, consent, or another legal basis will match your business agenda based on what data you process, for what purpose, and for how long you keep it. Please note that information (including the data protection consents and clauses) provided in this article are to be considered as general examples. Neither this article nor any of its parts are legal advice. We give you some tips and clauses to work on, but we do not know your business and how you handle data processing. So you should always consult your actions (including using this article&rsquo;s content) with the legal advisor. You need to make sure that the agreement, consent, or another legal basis will match your business agenda based on what data you process, for what purpose, and for how long you keep it. To include the data processing consent in your pre-chat form, log in to the LiveChat app, go to Settings&gt;Forms&gt;Pre-chat form. You can read more about setting up chat forms here. 1 Click on Add element. 2 Choose Multiple choice list from the drop-down menu. 3 As the Label, paste your text (i.e., consent). If you use one provided below, make sure you edit it to adjust it to your business and include your company details! 4 Type &lsquo;I agree&rsquo; as Choice #1. 5 Delete Choice #2. 6 Don&rsquo;t forget to mark the field as Required. 7 Click on Save changes to apply your data processing consent to the pre-chat form. You can also link to your full privacy policy in the pre-chat form. Use the text editor in the input fields to create a clickable link. See this article for more details. Please note that when you invite customers to chat manually, the pre-chat form will not be displayed even if it is enabled. And here are the ready-made examples of data protection clauses: [Data processing consent notice] I agree that the controller of my personal data is [your company name] with its registered office in [your business address]. I agree that my personal data shall be processed by the data controller in accordance with the General Data Protection Regulation (GDPR). [Data processing consent, purpose, retention period] I agree for my personal data, provided via chat, to be processed by [your company name], for the purpose of [specify the purpose of the processing], for the time of [specify the time of processing]. The right to access your data With GDPR it is now much easier for your customers to access all of their data gathered in various services – LiveChat included. If a customer would like to receive the transcript of a conversation and/or a ticket that they created with the use of your LiveChat, you can provide it for them with just a few easy steps. To do that, go to the Archives section of your LiveChat app and pick the desired conversation. 1 Find the desired chat on the list of chats in the Archives. 2 Click on the ellipsis menu in the top right corner. 3 Click on Send transcript to email. 4 In the pop-up, enter the customer&rsquo;s email address (if the customer provided their email address in the pre-chat form, the email field will be pre-populated). 5 Click on Send transcript. When it comes to tickets, each of them is automatically forwarded to your customer&rsquo;s email. However, if your customer requests that you send it again, you can do it from the Tickets section of your LiveChat app. 1 Go to the Tickets section. 2 Find the ticket in question. 3 Click on the ticket to open it. 4 To resend the ticket, simply write a new message and click Send. The whole ticket, i.e. all the messages, will be resent to the customer. 5 If you need to send it to another email address, click on +Add more people. 6 In the pop-up, enter the new email address and click on Save. 7 Write a new message and click on Send. The whole ticket, i.e. all the messages, will be sent to the new email address (see step 4). But that&rsquo;s not all: the same rule applies to you! If you&rsquo;d like to retrieve the chats that you had with our support team, you can simply send us an email at support@livechat.com, asking to retrieve all your data that we gathered at LiveChat. Please make sure to send the information retrieval request from the email address you use to log in to the LiveChat app. We will send a verification code to the email address associated with your LiveChat account, and will send over the information after receiving the code back from you. Please make sure to send the information retrieval request from the email address you use to log in to the LiveChat app. We will send a verification code to the email address associated with your LiveChat account, and will send over the information after receiving the code back from you. The right to be forgotten Tickets mentioned in this article refer to the old LiveChat ticketing system available for new customers until June 1, 2023. If you’re using HelpDesk tickets, you can delete tickets in the HelpDesk app. If you’re not, add the best ticketing system to your LiveChat! The native Tickets feature will be sunsetted based on the following schedule: Starter plan: January 6, 2025 Team and Business plans: January 15, 2025 Enterprise and custom deals: January 31, 2025 Learn more Tickets mentioned in this article refer to the old LiveChat ticketing system available for new customers until June 1, 2023. If you’re using HelpDesk tickets, you can delete tickets in the HelpDesk app. If you’re not, add the best ticketing system to your LiveChat! The native Tickets feature will be sunsetted based on the following schedule: Starter plan: January 6, 2025 Team and Business plans: January 15, 2025 Enterprise and custom deals: January 31, 2025 Learn more Another one of GDPR&rsquo;s rights is the right to be forgotten. At LiveChat, we can delete your personal data, based on your request sent to our support@livechat.com email address (unless we are obliged to keep on processing or we have the legal basis to continue to do so). But what about your own customers? Your customer may want to request the deletion of a chat and/or a ticket, based on various reasons like personal information being shared via chat. We have an internal procedure that allows you to remove the mentioned conversation or ticket from your LiveChat license. What&rsquo;s more, we&rsquo;ll take care of the hard part for you. All you have to do is tag the chat(s) or ticket(s) that you would like us to delete. You can create a separate tag, e.g. Delete, and use it to tag the chats you would like us to delete for you. Not using tags at LiveChat or not entirely sure how to create a new one? Click here to learn more! Not using tags at LiveChat or not entirely sure how to create a new one? Click here to learn more! After tagging the conversation(s) and/or ticket(s), send us an email at support@livechat.com, to let us know that the transcripts/chats marked with the specified tag are to be removed. Please make sure to send the deletion request from the email address you use to log in to the LiveChat app. We will send a verification code to the email address associated with your LiveChat account, and will delete the transcripts and/or tickets as soon as we get the code back from you. Please make sure to send the deletion request from the email address you use to log in to the LiveChat app. We will send a verification code to the email address associated with your LiveChat account, and will delete the transcripts and/or tickets as soon as we get the code back from you. After receiving an email, we will remove all of the tagged conversations and/or tickets as soon as possible. Also, after fulfilling your request, one of our Support Heroes will send you an email confirmation that the process has been taken care of. Needless to say, this can also be handled on chat! Data Processing Addendum When you sign up for a subscription with the LiveChat app, the processing of your personal data is regulated by our Privacy Policy document. Our Privacy Policy provides you with all the necessary information on how your personal data are being processed and what information exactly we process at Text, Inc. The Data Processing Addendum is incorporated into the Agreement, so you don’t have to take any further action. Our Data Processing Addendum includes updated SCCs (Standard Contractual Clauses), as approved by the European Commission in June 2021, and is relevant for your use of Text, Inc. services as a data processor if you&rsquo;re based in the EU/EEA. If you have any questions you can email: support@livechat.com. What&rsquo;s next? If you&rsquo;d like to learn more about what steps we have taken to become GDPR compliant, visit our official General Data Protection guide, as well as our GDPR FAQs. And as usual, when in doubt just start a chat with us! Our Support Heroes are available 24/7, and they will be more than happy to answer any questions you may have! "> </span> <div data-controller="amplitude-scroll" style="overflow-x: clip;" itemscope itemtype="http://schema.org/HowTo"> <article data-controller="scroll-spy is-sticky-toc"> <div class="u-flex u-w-full b--u-mx-auto b--u-mb-6 lg:u-mb-0 u-justify-between" style="max-width: 72.5rem;"> <div data-scroll-spy-target="article" class="c-hc-article"> <div class="o-container"> <h1 class="b--u-mb-4 b--md:u-mb-8" itemprop="name"><span class="b--u-text-3xl">Prepare your chat for GDPR!</span></h1> <div class="u-flex u-flex-wrap b--u-pb-6 b--md:u-pb-8 b--lg:u-pb-12"><div class="u-flex u-items-center u-basis-12 md:u-basis-auto b--u-mr-3 b--u-mb-3 md:u-mb-0"><img src="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_48,h_48,c_fill/help/kraus.png" srcset="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_96,h_96,c_fill/help/kraus.png 2x" class="u-w-fit b--u-mr-2 u-ml-0 u-round" width="48"><div>Krzysztof Kraus</div> </div><div class="u-flex u-items-center b--u-mr-3 b--sm:u-mr-4"> <img src="/help/icons/time.svg" class="u-w-fit b--u-mr-1 u-ml-0 u--mt-3xs" alt="" width="20"> <span>9 min read</span> </div> <div class="u-flex u-items-center"> <img src="/help/icons/update.svg" class="u-w-fit b--u-mr-1 u-ml-0 u--mt-3xs" alt="" width="20"> <span>updated: Dec 16, 2024</span> </div> </div> </div> <aside data-is-sticky-toc-target="stickyElement" class="c-toc lg:u-basis-4 b--lg:u-pl-3 b--u-pb-3 lg:u-hidden" style="position: sticky; top: 0; z-index: 1; overflow-y: clip;"> <div class="b--lg:u-py-4 lg:u--my-xl u-border-gray-900"> <div data-controller="attribute" class="c-toc--mobile b--xl:u-pr-4"> <h3 id="hc-toc-heading" class="u-relative u-mb-0" style="z-index: 2;"><button data-action="click->attribute#toggleClass" class="b--u-text-base b--u-text-bold b--lg:u-pl-3 u-mb-0 u-text-gray-300 b--u-p-2 b--u-bg-white u-border-b u-border-gray-800 u-w-full u-text-left" style="cursor: pointer;">Table of contents</button></h3> <div data-scroll-spy-target="list" data-action="click->attribute#toggleClass" data-attribute-target="element" data-attribute-toggle-class="v--active" class="c-toc--mobile__wrap b--u-bg-white b--u-p-1 u-border-b v--active"> <nav id="TableOfContents"> <ul> <li><a data-controller="events" data-events-event="navigation" data-events-section="help-toc" data-events-content1="getFromContent" data-action="click->events#send" href="#dpa">Processing your customers’ data</a></li> <li><a data-controller="events" data-events-event="navigation" data-events-section="help-toc" data-events-content1="getFromContent" data-action="click->events#send" href="#personal-data">The right to access your data</a></li> <li><a data-controller="events" data-events-event="navigation" data-events-section="help-toc" data-events-content1="getFromContent" data-action="click->events#send" href="#be-forgotten">The right to be forgotten</a></li> <li><a data-controller="events" data-events-event="navigation" data-events-section="help-toc" data-events-content1="getFromContent" data-action="click->events#send" href="#dpa2">Data Processing Addendum</a></li> <li><a data-controller="events" data-events-event="navigation" data-events-section="help-toc" data-events-content1="getFromContent" data-action="click->events#send" href="#whats-next">What’s next?</a></li> </ul> </nav> </div> </div> </div> </aside> <div class="c-hc-article-content o-container b--u-text-base c-hc-article-content--first"> <p><a href="https://www.livechat.com/general-data-protection-regulation/">Making LiveChat GDPR compliant</a> is our priority, that is why we prepared this short article to help you make your chat window GDPR compliant. <strong>Remember that we’re in this together!</strong></p> <ul> <li><strong><a href="#dpa">Processing your customers’ data</a></strong></li> <li><strong><a href="#personal-data">The right to access your data</a></strong></li> <li><strong><a href="#be-forgotten">The right to be forgotten</a></strong></li> <li><a href="#dpa2"></a><strong><a href="#dpa2">Data Processing Addendum</a></strong></li> <li><strong><a href="#whats-next">What’s next?</a></strong></li> </ul> <h2 id="dpa">Processing your customers’ data<a href="#dpa" class="c-link v--reset t-help__anchor-link" ariaLabel="Anchor" data-controller="clipboard" data-action="clipboard#copy"><img src="data:image/svg+xml;base64,PHN2ZyBmaWxsPSJub25lIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciIHZpZXdCb3g9IjAgMCAyNCAyNCI+CiAgPHBhdGggZD0iTTEwIDE0YTMuNSAzLjUgMCAwMDUgMGw0LTRhMy41MzYgMy41MzYgMCAwMC01LTVsLS41LjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KICA8cGF0aCBkPSJNMTQgMTBhMy41IDMuNSAwIDAwLTUgMGwtNCA0YTMuNTM1IDMuNTM1IDAgMTA1IDVsLjUtLjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KPC9zdmc+Cg==" alt="Link icon" /><input type="text" value="https://www.livechat.com/help/prepare-chat-gdpr/#dpa" class="u-absolute u-p-0 u-m-0" loading="lazy" style="opacity: 0; left: -999999px;" data-clipboard-target="source" tabindex="-1" /></a></h2> <p>With GDPR, <strong>you are obliged to inform your customers</strong> that you and/or a third-party processor will gather their personal data. There are two ways to go about it:</p> <ol start="1"> <li>If you run an e-commerce store where your customers can make a purchase, <strong>you can modify the agreement between you and your customer</strong> so that it will include the information about the data processing that occurs during a chat.</li> </ol> <ol start="2"> <li>If you are not using LiveChat for sales purposes, <strong>you should still inform your website visitors that you gather and process their data during a chat.</strong> You can use our pre-chat form feature to do just that. Below we provide instructions on how to use the pre-chat form to make your chat widget GDPR compliant, as well as ready-made examples of data protection consents.</li> </ol> <div class="b--u-py-5 b--u-px-4 b--u-mt-4 b--u-mb-6 u-border-2 u-rounded u-border-green u-text-center md:u-text-left u-flex u-flex-col md:u-flex-row u-items-center"> <div class="b--u-mb-3 md:u-mb-0 b--md:u-mr-4 md:u-basis-2"><img src="/help/icons/tip-1.svg" alt="" width="90" class="u-border-0 u-my-0"> </div> <div class="u-hidden md:u-block md:u-basis-12 u-text-left">Please note that information (including the data protection consents and clauses) provided in this article are to be considered as general examples. Neither this article nor any of its parts are legal advice. We give you some tips and clauses to work on, but we do not know your business and how you handle data processing. So you should always consult your actions (including using this article’s content) with the legal advisor. You need to make sure that the agreement, consent, or another legal basis will match your business agenda based on what data you process, for what purpose, and for how long you keep it.</div> <div class="md:u-hidden">Please note that information (including the data protection consents and clauses) provided in this article are to be considered as general examples. Neither this article nor any of its parts are legal advice. We give you some tips and clauses to work on, but we do not know your business and how you handle data processing. So you should always consult your actions (including using this article’s content) with the legal advisor. You need to make sure that the agreement, consent, or another legal basis will match your business agenda based on what data you process, for what purpose, and for how long you keep it.</div> </div> <p>To include the data processing consent in your pre-chat form, log in to the LiveChat app, go to Settings>Forms><a href="https://my.livechatinc.com/settings/pre-chat-form">Pre-chat form</a>. You can read more about setting up chat forms <a href="https://www.livechat.com/help/chat-surveys/#pre-chat">here</a>.</p> </div><div class="c-hc-article-content o-container b--u-my-4 lg:u-basis-12 c-progress" data-controller="tour" itemprop="step" itemscope itemtype="http://schema.org/HowToSection"><meta itemprop="position" content="1"/> <meta itemprop="name" content="Prepare your pre-chat form for GDPR"/><div class="c-tour b--u-mb-12"> <div class="c-progress__steps"><div class="u-flex u-items-stretch b--u-mb-3" itemprop="itemListElement" itemscope itemtype="http://schema.org/HowToStep" id="prepare-your-pre-chat-form-for-gdpr-step-1"> <meta itemprop="url" content="https://www.livechat.com/help/prepare-chat-gdpr/#prepare-your-pre-chat-form-for-gdpr-step-1"/> <meta itemprop="position" content="1"/><meta itemprop="image" content="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_654,c_limit/help/GDPR/GDPR_1.png"> <span class="b--u-text-2xl u-font-normal u-text-center u-basis-1 b--u-mr-1.5">1</span> <div class="u-basis-11 u-w-full u-flex u-items-center u--mb-sm"> <div class="u-w-full" itemprop="text">Click on <strong>Add element</strong>.</div> </div> </div></div><img src="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_654,c_limit/help/GDPR/GDPR_1.png" srcset="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_1308,c_limit/help/GDPR/GDPR_1.png 2x" alt="" class="c-progress__image u-border u-border-gray-800 u-rounded-sm"> </div><div class="c-tour b--u-mb-12"> <div class="c-progress__steps"><div class="u-flex u-items-stretch b--u-mb-3" itemprop="itemListElement" itemscope itemtype="http://schema.org/HowToStep" id="prepare-your-pre-chat-form-for-gdpr-step-2"> <meta itemprop="url" content="https://www.livechat.com/help/prepare-chat-gdpr/#prepare-your-pre-chat-form-for-gdpr-step-2"/> <meta itemprop="position" content="2"/><meta itemprop="image" content="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_654,c_limit/help/GDPR/GDPR_2.png"> <span class="b--u-text-2xl u-font-normal u-text-center u-basis-1 b--u-mr-1.5">2</span> <div class="u-basis-11 u-w-full u-flex u-items-center u--mb-sm"> <div class="u-w-full" itemprop="text">Choose <strong>Multiple choice list</strong> from the drop-down menu.</div> </div> </div></div><img src="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_654,c_limit/help/GDPR/GDPR_2.png" srcset="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_1308,c_limit/help/GDPR/GDPR_2.png 2x" alt="" class="c-progress__image u-border u-border-gray-800 u-rounded-sm"> </div><div class="c-tour b--u-mb-12"> <div class="c-progress__steps"><div class="u-flex u-items-stretch b--u-mb-3" itemprop="itemListElement" itemscope itemtype="http://schema.org/HowToStep" id="prepare-your-pre-chat-form-for-gdpr-step-3"> <meta itemprop="url" content="https://www.livechat.com/help/prepare-chat-gdpr/#prepare-your-pre-chat-form-for-gdpr-step-3"/> <meta itemprop="position" content="3"/><meta itemprop="image" content="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_654,c_limit/help/GDPR/GDPR_3.png"> <span class="b--u-text-2xl u-font-normal u-text-center u-basis-1 b--u-mr-1.5">3</span> <div class="u-basis-11 u-w-full u-flex u-items-center u--mb-sm"> <div class="u-w-full" itemprop="text">As the Label, paste your text (i.e., consent). If you use one provided below, make sure you edit it to adjust it to your business and include your company details!</div> </div> </div><div class="u-flex u-items-stretch b--u-mb-3" itemprop="itemListElement" itemscope itemtype="http://schema.org/HowToStep" id="prepare-your-pre-chat-form-for-gdpr-step-4"> <meta itemprop="url" content="https://www.livechat.com/help/prepare-chat-gdpr/#prepare-your-pre-chat-form-for-gdpr-step-4"/> <meta itemprop="position" content="4"/><meta itemprop="image" content="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_654,c_limit/help/GDPR/GDPR_3.png"> <span class="b--u-text-2xl u-font-normal u-text-center u-basis-1 b--u-mr-1.5">4</span> <div class="u-basis-11 u-w-full u-flex u-items-center u--mb-sm"> <div class="u-w-full" itemprop="text">Type ‘I agree’ as Choice #1.</div> </div> </div><div class="u-flex u-items-stretch b--u-mb-3" itemprop="itemListElement" itemscope itemtype="http://schema.org/HowToStep" id="prepare-your-pre-chat-form-for-gdpr-step-5"> <meta itemprop="url" content="https://www.livechat.com/help/prepare-chat-gdpr/#prepare-your-pre-chat-form-for-gdpr-step-5"/> <meta itemprop="position" content="5"/><meta itemprop="image" content="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_654,c_limit/help/GDPR/GDPR_3.png"> <span class="b--u-text-2xl u-font-normal u-text-center u-basis-1 b--u-mr-1.5">5</span> <div class="u-basis-11 u-w-full u-flex u-items-center u--mb-sm"> <div class="u-w-full" itemprop="text">Delete Choice #2.</div> </div> </div><div class="u-flex u-items-stretch b--u-mb-3" itemprop="itemListElement" itemscope itemtype="http://schema.org/HowToStep" id="prepare-your-pre-chat-form-for-gdpr-step-6"> <meta itemprop="url" content="https://www.livechat.com/help/prepare-chat-gdpr/#prepare-your-pre-chat-form-for-gdpr-step-6"/> <meta itemprop="position" content="6"/><meta itemprop="image" content="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_654,c_limit/help/GDPR/GDPR_3.png"> <span class="b--u-text-2xl u-font-normal u-text-center u-basis-1 b--u-mr-1.5">6</span> <div class="u-basis-11 u-w-full u-flex u-items-center u--mb-sm"> <div class="u-w-full" itemprop="text">Don’t forget to mark the field as <strong>Required</strong>.</div> </div> </div><div class="u-flex u-items-stretch b--u-mb-3" itemprop="itemListElement" itemscope itemtype="http://schema.org/HowToStep" id="prepare-your-pre-chat-form-for-gdpr-step-7"> <meta itemprop="url" content="https://www.livechat.com/help/prepare-chat-gdpr/#prepare-your-pre-chat-form-for-gdpr-step-7"/> <meta itemprop="position" content="7"/><meta itemprop="image" content="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_654,c_limit/help/GDPR/GDPR_3.png"> <span class="b--u-text-2xl u-font-normal u-text-center u-basis-1 b--u-mr-1.5">7</span> <div class="u-basis-11 u-w-full u-flex u-items-center u--mb-sm"> <div class="u-w-full" itemprop="text">Click on <strong>Save changes</strong> to apply your data processing consent to the pre-chat form.</div> </div> </div></div><img src="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_654,c_limit/help/GDPR/GDPR_3.png" srcset="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_1308,c_limit/help/GDPR/GDPR_3.png 2x" alt="" class="c-progress__image u-border u-border-gray-800 u-rounded-sm"> </div></div> <div class="c-hc-article-content o-container b--u-text-base b--u-mt-6 lg:u-mt-0 lg:u-basis-8"> <p>You can also link to your full privacy policy in the pre-chat form. Use the text editor in the input fields to create a clickable link. See <a href="https://www.livechat.com/help/format-text-in-surveys-and-forms/" target="_blank">this article</a> for more details.</p> <p><img src="https://res.cloudinary.com/dn1j6dpd7/image/upload/v1688638544/help/GDPR/GDPR_4.png" alt=""></p> <div class="b--u-py-5 b--u-px-4 b--u-mt-4 b--u-mb-6 u-border-2 u-rounded u-border-accent u-text-center md:u-text-left u-flex u-flex-col md:u-flex-row u-items-center"> <div class="b--u-mb-3 md:u-mb-0 b--md:u-mr-4 md:u-basis-2"><img src="/help/icons/tip-2.svg" alt="" width="90" class="u-border-0 u-my-0"> </div> <div class="md:u-block md:u-basis-12 u-text-center md:u-text-left">Please note that when you <a href="https://www.livechat.com/help/customers/#invite">invite customers to chat manually</a>, the pre-chat form <strong>will not be displayed</strong> even if it is enabled.</div> </div> <p>And here are the ready-made examples of data protection clauses:</p> <blockquote> <ol> <li>[Data processing consent notice]<br> I agree that the controller of my personal data is [your company name] with its registered office in [your business address]. I agree that my personal data shall be processed by the data controller in accordance with the General Data Protection Regulation (GDPR).</li> <li>[Data processing consent, purpose, retention period]<br> I agree for my personal data, provided via chat, to be processed by [your company name], for the purpose of [specify the purpose of the processing], for the time of [specify the time of processing].</li> </ol> </blockquote> <h2 id="personal-data">The right to access your data<a href="#personal-data" class="c-link v--reset t-help__anchor-link" ariaLabel="Anchor" data-controller="clipboard" data-action="clipboard#copy"><img src="data:image/svg+xml;base64,PHN2ZyBmaWxsPSJub25lIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciIHZpZXdCb3g9IjAgMCAyNCAyNCI+CiAgPHBhdGggZD0iTTEwIDE0YTMuNSAzLjUgMCAwMDUgMGw0LTRhMy41MzYgMy41MzYgMCAwMC01LTVsLS41LjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KICA8cGF0aCBkPSJNMTQgMTBhMy41IDMuNSAwIDAwLTUgMGwtNCA0YTMuNTM1IDMuNTM1IDAgMTA1IDVsLjUtLjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KPC9zdmc+Cg==" alt="Link icon" /><input type="text" value="https://www.livechat.com/help/prepare-chat-gdpr/#personal-data" class="u-absolute u-p-0 u-m-0" loading="lazy" style="opacity: 0; left: -999999px;" data-clipboard-target="source" tabindex="-1" /></a></h2> <p>With GDPR it is now much easier for your customers to access all of their data gathered in various services – <strong>LiveChat included.</strong> If a customer would like to receive the transcript of a conversation and/or a ticket that they created with the use of your LiveChat, you can provide it for them with just <strong>a few easy steps.</strong> To do that, go to the <strong><a href="https://my.livechatinc.com/archives">Archives</a></strong> section of your LiveChat app and pick the desired conversation.</p> </div><div class="c-hc-article-content o-container b--u-my-4 lg:u-basis-12 c-progress" data-controller="tour" itemprop="step" itemscope itemtype="http://schema.org/HowToSection"><meta itemprop="position" content="2"/> <meta itemprop="name" content="Send a chat transcript to your customer."/><div class="c-tour b--u-mb-12"> <div class="c-progress__steps"><div class="u-flex u-items-stretch b--u-mb-3" itemprop="itemListElement" itemscope itemtype="http://schema.org/HowToStep" id="send-a-chat-transcript-to-your-customer-step-1"> <meta itemprop="url" content="https://www.livechat.com/help/prepare-chat-gdpr/#send-a-chat-transcript-to-your-customer-step-1"/> <meta itemprop="position" content="1"/><meta itemprop="image" content="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_654,c_limit/e_sharpen:100/v1594805400/help/Archives_send_transcript_with_arrows.png"> <span class="b--u-text-2xl u-font-normal u-text-center u-basis-1 b--u-mr-1.5">1</span> <div class="u-basis-11 u-w-full u-flex u-items-center u--mb-sm"> <div class="u-w-full" itemprop="text">Find the desired chat on the list of chats in the <strong>Archives</strong>.</div> </div> </div><div class="u-flex u-items-stretch b--u-mb-3" itemprop="itemListElement" itemscope itemtype="http://schema.org/HowToStep" id="send-a-chat-transcript-to-your-customer-step-2"> <meta itemprop="url" content="https://www.livechat.com/help/prepare-chat-gdpr/#send-a-chat-transcript-to-your-customer-step-2"/> <meta itemprop="position" content="2"/><meta itemprop="image" content="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_654,c_limit/e_sharpen:100/v1594805400/help/Archives_send_transcript_with_arrows.png"> <span class="b--u-text-2xl u-font-normal u-text-center u-basis-1 b--u-mr-1.5">2</span> <div class="u-basis-11 u-w-full u-flex u-items-center u--mb-sm"> <div class="u-w-full" itemprop="text">Click on the ellipsis menu in the top right corner.</div> </div> </div><div class="u-flex u-items-stretch b--u-mb-3" itemprop="itemListElement" itemscope itemtype="http://schema.org/HowToStep" id="send-a-chat-transcript-to-your-customer-step-3"> <meta itemprop="url" content="https://www.livechat.com/help/prepare-chat-gdpr/#send-a-chat-transcript-to-your-customer-step-3"/> <meta itemprop="position" content="3"/><meta itemprop="image" content="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_654,c_limit/e_sharpen:100/v1594805400/help/Archives_send_transcript_with_arrows.png"> <span class="b--u-text-2xl u-font-normal u-text-center u-basis-1 b--u-mr-1.5">3</span> <div class="u-basis-11 u-w-full u-flex u-items-center u--mb-sm"> <div class="u-w-full" itemprop="text">Click on <strong>Send transcript to email</strong>.</div> </div> </div></div><img src="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_654,c_limit/e_sharpen:100/v1594805400/help/Archives_send_transcript_with_arrows.png" srcset="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_1308,c_limit/e_sharpen:100/v1594805400/help/Archives_send_transcript_with_arrows.png 2x" alt="" class="c-progress__image u-border u-border-gray-800 u-rounded-sm"> </div><div class="c-tour b--u-mb-12"> <div class="c-progress__steps"><div class="u-flex u-items-stretch b--u-mb-3" itemprop="itemListElement" itemscope itemtype="http://schema.org/HowToStep" id="send-a-chat-transcript-to-your-customer-step-4"> <meta itemprop="url" content="https://www.livechat.com/help/prepare-chat-gdpr/#send-a-chat-transcript-to-your-customer-step-4"/> <meta itemprop="position" content="4"/><meta itemprop="image" content="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_654,c_limit/e_sharpen:100/v1594805834/help/send_to_email.png"> <span class="b--u-text-2xl u-font-normal u-text-center u-basis-1 b--u-mr-1.5">4</span> <div class="u-basis-11 u-w-full u-flex u-items-center u--mb-sm"> <div class="u-w-full" itemprop="text">In the pop-up, enter the customer’s email address (if the customer provided their email address in the pre-chat form, the email field will be pre-populated).</div> </div> </div><div class="u-flex u-items-stretch b--u-mb-3" itemprop="itemListElement" itemscope itemtype="http://schema.org/HowToStep" id="send-a-chat-transcript-to-your-customer-step-5"> <meta itemprop="url" content="https://www.livechat.com/help/prepare-chat-gdpr/#send-a-chat-transcript-to-your-customer-step-5"/> <meta itemprop="position" content="5"/><meta itemprop="image" content="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_654,c_limit/e_sharpen:100/v1594805834/help/send_to_email.png"> <span class="b--u-text-2xl u-font-normal u-text-center u-basis-1 b--u-mr-1.5">5</span> <div class="u-basis-11 u-w-full u-flex u-items-center u--mb-sm"> <div class="u-w-full" itemprop="text">Click on <strong>Send transcript</strong>.</div> </div> </div></div><img src="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_654,c_limit/e_sharpen:100/v1594805834/help/send_to_email.png" srcset="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_1308,c_limit/e_sharpen:100/v1594805834/help/send_to_email.png 2x" alt="" class="c-progress__image u-border u-border-gray-800 u-rounded-sm"> </div></div> <div class="c-hc-article-content o-container b--u-text-base b--u-mt-6 lg:u-mt-0 lg:u-basis-8"> <p>When it comes to tickets, each of them <strong>is automatically forwarded</strong> to your customer’s email. However, if your customer requests that you send it again, you can do it from the <strong><a href="https://my.livechatinc.com/tickets">Tickets</a></strong> section of your LiveChat app.</p> </div><div class="c-hc-article-content o-container b--u-my-4 lg:u-basis-12 c-progress" data-controller="tour" itemprop="step" itemscope itemtype="http://schema.org/HowToSection"><meta itemprop="position" content="3"/> <meta itemprop="name" content="Resending tickets."/><div class="c-tour b--u-mb-12"> <div class="c-progress__steps"><div class="u-flex u-items-stretch b--u-mb-3" itemprop="itemListElement" itemscope itemtype="http://schema.org/HowToStep" id="resending-tickets-step-1"> <meta itemprop="url" content="https://www.livechat.com/help/prepare-chat-gdpr/#resending-tickets-step-1"/> <meta itemprop="position" content="1"/><meta itemprop="image" content="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_654,c_limit/e_sharpen:100/v1594806846/help/Find_ticket_with_arrows.png"> <span class="b--u-text-2xl u-font-normal u-text-center u-basis-1 b--u-mr-1.5">1</span> <div class="u-basis-11 u-w-full u-flex u-items-center u--mb-sm"> <div class="u-w-full" itemprop="text">Go to the <strong>Tickets</strong> section.</div> </div> </div><div class="u-flex u-items-stretch b--u-mb-3" itemprop="itemListElement" itemscope itemtype="http://schema.org/HowToStep" id="resending-tickets-step-2"> <meta itemprop="url" content="https://www.livechat.com/help/prepare-chat-gdpr/#resending-tickets-step-2"/> <meta itemprop="position" content="2"/><meta itemprop="image" content="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_654,c_limit/e_sharpen:100/v1594806846/help/Find_ticket_with_arrows.png"> <span class="b--u-text-2xl u-font-normal u-text-center u-basis-1 b--u-mr-1.5">2</span> <div class="u-basis-11 u-w-full u-flex u-items-center u--mb-sm"> <div class="u-w-full" itemprop="text">Find the ticket in question.</div> </div> </div><div class="u-flex u-items-stretch b--u-mb-3" itemprop="itemListElement" itemscope itemtype="http://schema.org/HowToStep" id="resending-tickets-step-3"> <meta itemprop="url" content="https://www.livechat.com/help/prepare-chat-gdpr/#resending-tickets-step-3"/> <meta itemprop="position" content="3"/><meta itemprop="image" content="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_654,c_limit/e_sharpen:100/v1594806846/help/Find_ticket_with_arrows.png"> <span class="b--u-text-2xl u-font-normal u-text-center u-basis-1 b--u-mr-1.5">3</span> <div class="u-basis-11 u-w-full u-flex u-items-center u--mb-sm"> <div class="u-w-full" itemprop="text">Click on the ticket to open it.</div> </div> </div></div><img src="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_654,c_limit/e_sharpen:100/v1594806846/help/Find_ticket_with_arrows.png" srcset="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_1308,c_limit/e_sharpen:100/v1594806846/help/Find_ticket_with_arrows.png 2x" alt="" class="c-progress__image u-border u-border-gray-800 u-rounded-sm"> </div><div class="c-tour b--u-mb-12"> <div class="c-progress__steps"><div class="u-flex u-items-stretch b--u-mb-3" itemprop="itemListElement" itemscope itemtype="http://schema.org/HowToStep" id="resending-tickets-step-4"> <meta itemprop="url" content="https://www.livechat.com/help/prepare-chat-gdpr/#resending-tickets-step-4"/> <meta itemprop="position" content="4"/><meta itemprop="image" content="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_654,c_limit/e_sharpen:100/v1594807883/help/Resend_ticket_with_arrows.png"> <span class="b--u-text-2xl u-font-normal u-text-center u-basis-1 b--u-mr-1.5">4</span> <div class="u-basis-11 u-w-full u-flex u-items-center u--mb-sm"> <div class="u-w-full" itemprop="text">To resend the ticket, simply write a new message and click <strong>Send</strong>. The whole ticket, i.e. all the messages, will be resent to the customer.</div> </div> </div></div><img src="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_654,c_limit/e_sharpen:100/v1594807883/help/Resend_ticket_with_arrows.png" srcset="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_1308,c_limit/e_sharpen:100/v1594807883/help/Resend_ticket_with_arrows.png 2x" alt="" class="c-progress__image u-border u-border-gray-800 u-rounded-sm"> </div><div class="c-tour b--u-mb-12"> <div class="c-progress__steps"><div class="u-flex u-items-stretch b--u-mb-3" itemprop="itemListElement" itemscope itemtype="http://schema.org/HowToStep" id="resending-tickets-step-5"> <meta itemprop="url" content="https://www.livechat.com/help/prepare-chat-gdpr/#resending-tickets-step-5"/> <meta itemprop="position" content="5"/><meta itemprop="image" content="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_654,c_limit/e_sharpen:100/v1594808105/help/Add_more_ppl.png"> <span class="b--u-text-2xl u-font-normal u-text-center u-basis-1 b--u-mr-1.5">5</span> <div class="u-basis-11 u-w-full u-flex u-items-center u--mb-sm"> <div class="u-w-full" itemprop="text">If you need to send it to another email address, click on <strong>+Add more people</strong>.</div> </div> </div></div><img src="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_654,c_limit/e_sharpen:100/v1594808105/help/Add_more_ppl.png" srcset="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_1308,c_limit/e_sharpen:100/v1594808105/help/Add_more_ppl.png 2x" alt="" class="c-progress__image u-border u-border-gray-800 u-rounded-sm"> </div><div class="c-tour b--u-mb-12"> <div class="c-progress__steps"><div class="u-flex u-items-stretch b--u-mb-3" itemprop="itemListElement" itemscope itemtype="http://schema.org/HowToStep" id="resending-tickets-step-6"> <meta itemprop="url" content="https://www.livechat.com/help/prepare-chat-gdpr/#resending-tickets-step-6"/> <meta itemprop="position" content="6"/><meta itemprop="image" content="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_654,c_limit/e_sharpen:100/v1594808209/help/alternate_emailx2.png"> <span class="b--u-text-2xl u-font-normal u-text-center u-basis-1 b--u-mr-1.5">6</span> <div class="u-basis-11 u-w-full u-flex u-items-center u--mb-sm"> <div class="u-w-full" itemprop="text">In the pop-up, enter the new email address and click on <strong>Save</strong>.</div> </div> </div><div class="u-flex u-items-stretch b--u-mb-3" itemprop="itemListElement" itemscope itemtype="http://schema.org/HowToStep" id="resending-tickets-step-7"> <meta itemprop="url" content="https://www.livechat.com/help/prepare-chat-gdpr/#resending-tickets-step-7"/> <meta itemprop="position" content="7"/><meta itemprop="image" content="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_654,c_limit/e_sharpen:100/v1594808209/help/alternate_emailx2.png"> <span class="b--u-text-2xl u-font-normal u-text-center u-basis-1 b--u-mr-1.5">7</span> <div class="u-basis-11 u-w-full u-flex u-items-center u--mb-sm"> <div class="u-w-full" itemprop="text">Write a new message and click on <strong>Send</strong>. The whole ticket, i.e. all the messages, will be sent to the new email address (see step 4).</div> </div> </div></div><img src="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_654,c_limit/e_sharpen:100/v1594808209/help/alternate_emailx2.png" srcset="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_1308,c_limit/e_sharpen:100/v1594808209/help/alternate_emailx2.png 2x" alt="" class="c-progress__image u-border u-border-gray-800 u-rounded-sm"> </div></div> <div class="c-hc-article-content o-container b--u-text-base b--u-mt-6 lg:u-mt-0 lg:u-basis-8"> <p>But that’s not all: <strong>the same rule applies to you!</strong> If you’d like to retrieve the chats that you had with our support team, you can simply send us an email at <a href="mailto:support@livechat.com">support@livechat.com,</a> asking to retrieve all your data that we gathered at LiveChat.</p> <div class="b--u-py-5 b--u-px-4 b--u-mt-4 b--u-mb-6 u-border-2 u-rounded u-border-green u-text-center md:u-text-left u-flex u-flex-col md:u-flex-row u-items-center"> <div class="b--u-mb-3 md:u-mb-0 b--md:u-mr-4 md:u-basis-2"><img src="/help/icons/tip-1.svg" alt="" width="90" class="u-border-0 u-my-0"> </div> <div class="u-hidden md:u-block md:u-basis-12 u-text-left">Please make sure to send the information retrieval request from the <strong>email address you use to log in to the LiveChat app</strong>. We will send a verification code to the email address associated with your LiveChat account, and will send over the information after receiving the code back from you.</div> <div class="md:u-hidden">Please make sure to send the information retrieval request from the <strong>email address you use to log in to the LiveChat app</strong>. We will send a verification code to the email address associated with your LiveChat account, and will send over the information after receiving the code back from you.</div> </div> <h2 id="be-forgotten">The right to be forgotten<a href="#be-forgotten" class="c-link v--reset t-help__anchor-link" ariaLabel="Anchor" data-controller="clipboard" data-action="clipboard#copy"><img src="data:image/svg+xml;base64,PHN2ZyBmaWxsPSJub25lIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciIHZpZXdCb3g9IjAgMCAyNCAyNCI+CiAgPHBhdGggZD0iTTEwIDE0YTMuNSAzLjUgMCAwMDUgMGw0LTRhMy41MzYgMy41MzYgMCAwMC01LTVsLS41LjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KICA8cGF0aCBkPSJNMTQgMTBhMy41IDMuNSAwIDAwLTUgMGwtNCA0YTMuNTM1IDMuNTM1IDAgMTA1IDVsLjUtLjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KPC9zdmc+Cg==" alt="Link icon" /><input type="text" value="https://www.livechat.com/help/prepare-chat-gdpr/#be-forgotten" class="u-absolute u-p-0 u-m-0" loading="lazy" style="opacity: 0; left: -999999px;" data-clipboard-target="source" tabindex="-1" /></a></h2> <div class="b--u-py-5 b--u-px-4 b--u-mt-4 b--u-mb-6 u-border-2 u-rounded u-border-signup u-text-center md:u-text-left u-flex u-flex-col md:u-flex-row u-items-center"> <div class="b--u-mb-3 md:u-mb-0 b--md:u-mr-4 md:u-basis-2"><img src="/help/icons/warning.svg" alt="" width="90" class="u-border-0 u-my-0"> </div> <div class="u-hidden md:u-block md:u-basis-12 u-text-left"><p>Tickets mentioned in this article refer to the old LiveChat ticketing system available for new customers until June 1, 2023. If you’re using HelpDesk tickets, you can delete tickets in the <a href="https://www.helpdesk.com/help/how-to-delete-a-ticket/">HelpDesk app</a>. If you’re not, <a href="https://accounts.livechat.com/signup">add the best ticketing system to your LiveChat!</a></p> <p><strong>The native Tickets feature will be sunsetted based on the following schedule:</strong></p> <p><strong>Starter plan</strong>: January 6, 2025</p> <p><strong>Team</strong> and <strong>Business</strong> plans: January 15, 2025</p> <p><strong>Enterprise</strong> and <strong>custom deals</strong>: January 31, 2025</p> <p><a href="https://www.livechat.com/help/helpdesk/#livechat-tickets-are-no-longer-available-faq">Learn more</a></p> </div> <div class="md:u-hidden"><p>Tickets mentioned in this article refer to the old LiveChat ticketing system available for new customers until June 1, 2023. If you’re using HelpDesk tickets, you can delete tickets in the <a href="https://www.helpdesk.com/help/how-to-delete-a-ticket/">HelpDesk app</a>. If you’re not, <a href="https://accounts.livechat.com/signup">add the best ticketing system to your LiveChat!</a></p> <p><strong>The native Tickets feature will be sunsetted based on the following schedule:</strong></p> <p><strong>Starter plan</strong>: January 6, 2025</p> <p><strong>Team</strong> and <strong>Business</strong> plans: January 15, 2025</p> <p><strong>Enterprise</strong> and <strong>custom deals</strong>: January 31, 2025</p> <p><a href="https://www.livechat.com/help/helpdesk/#livechat-tickets-are-no-longer-available-faq">Learn more</a></p> </div> </div> <p>Another one of GDPR’s rights is the right to be forgotten. At LiveChat, we can <strong>delete your personal data,</strong> based on your request sent to our <a href="mailto:support@livechat.com">support@livechat.com</a> email address (unless we are obliged to keep on processing or we have the legal basis to continue to do so). But what about your own customers?</p> <p>Your customer may want to request the deletion of a chat and/or a ticket, based on various reasons like personal information being shared via chat. We have an internal procedure that allows you to remove the mentioned conversation or ticket from your LiveChat license. What’s more, we’ll take care of the hard part for you.</p> <p>All you have to do is tag the chat(s) or ticket(s) that you would like us to delete. You can create a separate tag, e.g. <strong>Delete,</strong> and use it to tag the chats you would like us to delete for you.</p> <div class="b--u-py-5 b--u-px-4 b--u-mt-4 b--u-mb-6 u-border-2 u-rounded u-border-green u-text-center md:u-text-left u-flex u-flex-col md:u-flex-row u-items-center"> <div class="b--u-mb-3 md:u-mb-0 b--md:u-mr-4 md:u-basis-2"><img src="/help/icons/tip-1.svg" alt="" width="90" class="u-border-0 u-my-0"> </div> <div class="u-hidden md:u-block md:u-basis-12 u-text-left">Not using tags at LiveChat or not entirely sure how to create a new one? <a href="https://www.livechat.com/help/tagging-chats-and-tickets/"><strong>Click here</strong></a> to learn more!</div> <div class="md:u-hidden">Not using tags at LiveChat or not entirely sure how to create a new one? <a href="https://www.livechat.com/help/tagging-chats-and-tickets/"><strong>Click here</strong></a> to learn more!</div> </div> <p>After tagging the conversation(s) and/or ticket(s), send us an email at <a href="mailto:support@livechat.com">support@livechat.com,</a> to let us know that the transcripts/chats marked with the specified tag are to be removed.</p> <div class="b--u-py-5 b--u-px-4 b--u-mt-4 b--u-mb-6 u-border-2 u-rounded u-border-green u-text-center md:u-text-left u-flex u-flex-col md:u-flex-row u-items-center"> <div class="b--u-mb-3 md:u-mb-0 b--md:u-mr-4 md:u-basis-2"><img src="/help/icons/tip-1.svg" alt="" width="90" class="u-border-0 u-my-0"> </div> <div class="u-hidden md:u-block md:u-basis-12 u-text-left">Please make sure to send the deletion request from the <strong>email address you use to log in to the LiveChat app</strong>. We will send a verification code to the email address associated with your LiveChat account, and will delete the transcripts and/or tickets as soon as we get the code back from you.</div> <div class="md:u-hidden">Please make sure to send the deletion request from the <strong>email address you use to log in to the LiveChat app</strong>. We will send a verification code to the email address associated with your LiveChat account, and will delete the transcripts and/or tickets as soon as we get the code back from you.</div> </div> <p>After receiving an email, we will remove all of the tagged conversations and/or tickets as soon as possible. Also, after fulfilling your request, one of our Support Heroes will <strong>send you an email confirmation</strong> that the process has been taken care of. Needless to say, this can also be handled on chat!</p> <h2 id="dpa2">Data Processing Addendum<a href="#dpa2" class="c-link v--reset t-help__anchor-link" ariaLabel="Anchor" data-controller="clipboard" data-action="clipboard#copy"><img src="data:image/svg+xml;base64,PHN2ZyBmaWxsPSJub25lIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciIHZpZXdCb3g9IjAgMCAyNCAyNCI+CiAgPHBhdGggZD0iTTEwIDE0YTMuNSAzLjUgMCAwMDUgMGw0LTRhMy41MzYgMy41MzYgMCAwMC01LTVsLS41LjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KICA8cGF0aCBkPSJNMTQgMTBhMy41IDMuNSAwIDAwLTUgMGwtNCA0YTMuNTM1IDMuNTM1IDAgMTA1IDVsLjUtLjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KPC9zdmc+Cg==" alt="Link icon" /><input type="text" value="https://www.livechat.com/help/prepare-chat-gdpr/#dpa2" class="u-absolute u-p-0 u-m-0" loading="lazy" style="opacity: 0; left: -999999px;" data-clipboard-target="source" tabindex="-1" /></a></h2> <p>When you sign up for a subscription with the LiveChat app, the processing of your personal data is regulated by our <strong><a href="https://www.livechat.com/legal/privacy-policy/">Privacy Policy</a></strong> document. Our Privacy Policy provides you with all the necessary information on how your personal data are being processed and what information exactly we process at Text, Inc.</p> <p>The <strong><a href="https://www.livechat.com/legal/data-processing-addendum-4jenfqc/">Data Processing Addendum</a></strong> is incorporated into the Agreement, so you don’t have to take any further action. Our Data Processing Addendum includes updated SCCs (Standard Contractual Clauses), as approved by the European Commission in June 2021, and is relevant for your use of Text, Inc. services as a data processor if you’re based in the EU/EEA.</p> <p>If you have any questions you can email: <strong><a href="mailto:support@livechat.com">support@livechat.com</a></strong>.</p> <h2 id="whats-next">What’s next?<a href="#whats-next" class="c-link v--reset t-help__anchor-link" ariaLabel="Anchor" data-controller="clipboard" data-action="clipboard#copy"><img src="data:image/svg+xml;base64,PHN2ZyBmaWxsPSJub25lIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciIHZpZXdCb3g9IjAgMCAyNCAyNCI+CiAgPHBhdGggZD0iTTEwIDE0YTMuNSAzLjUgMCAwMDUgMGw0LTRhMy41MzYgMy41MzYgMCAwMC01LTVsLS41LjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KICA8cGF0aCBkPSJNMTQgMTBhMy41IDMuNSAwIDAwLTUgMGwtNCA0YTMuNTM1IDMuNTM1IDAgMTA1IDVsLjUtLjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KPC9zdmc+Cg==" alt="Link icon" /><input type="text" value="https://www.livechat.com/help/prepare-chat-gdpr/#whats-next" class="u-absolute u-p-0 u-m-0" loading="lazy" style="opacity: 0; left: -999999px;" data-clipboard-target="source" tabindex="-1" /></a></h2> <p>If you’d like to learn more about what steps we have taken to become GDPR compliant, visit our official <strong><a href="https://www.livechat.com/general-data-protection-regulation/">General Data Protection guide</a></strong>, as well as <strong><a href="https://www.livechat.com/legal/gdpr-faq/">our GDPR FAQs</a></strong>. And as usual, when in doubt just <strong>start a chat with us!</strong> Our Support Heroes are available 24/7, and they will be more than happy to answer any questions you may have!</p> </div> </div> <aside class="c-toc b--u-pl-3 b--u-pr-1 u-hidden lg:u-block"> <div style="width: 300px; position: sticky; top:90px;" class="c-toc--desktop b--lg:u-py-4 lg:u--my-xl u-bg-white u-border-gray-900"> <h3 class="b--u-text-base b--u-text-bold b--lg:u-pl-3 u-mb-0 u-text-gray-300 b--u-py-2" id="hc-toc-heading">Table of contents</h3> <div data-scroll-spy-target="list"> <nav id="TableOfContents"> <ul> <li><a data-controller="events" data-events-event="navigation" data-events-section="help-toc" data-events-content1="getFromContent" data-action="click->events#send" href="#dpa">Processing your customers’ data</a></li> <li><a data-controller="events" data-events-event="navigation" data-events-section="help-toc" data-events-content1="getFromContent" data-action="click->events#send" href="#personal-data">The right to access your data</a></li> <li><a data-controller="events" data-events-event="navigation" data-events-section="help-toc" data-events-content1="getFromContent" data-action="click->events#send" href="#be-forgotten">The right to be forgotten</a></li> <li><a data-controller="events" data-events-event="navigation" data-events-section="help-toc" data-events-content1="getFromContent" data-action="click->events#send" href="#dpa2">Data Processing Addendum</a></li> <li><a data-controller="events" data-events-event="navigation" data-events-section="help-toc" data-events-content1="getFromContent" data-action="click->events#send" href="#whats-next">What’s next?</a></li> </ul> </nav> </div> </div> </aside></div> <form action="https://hooks.zapier.com/hooks/catch/4830540/bneqpuu/" name="hc_rating" class="b--u-my-12" data-netlify="true" netlify-honeypot="human-test" data-id="d37acf61f156cad825e453f86f097ddc" data-controller="rating-form"> <section class="u-text-center 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data-value="form-name=hc_rating&page_id=d37acf61f156cad825e453f86f097ddc&title=Prepare+your+chat+for+GDPR%21&vote=0" data-vote="0" data-action="click->rating-form#revealMessageInput" title="no" class="c-btn u-inline-flex u-items-center b--u-mx-3 b--u-px-3 ub v--transparent" > <svg xmlns="http://www.w3.org/2000/svg" class="b--u-mr-1.5" width="24" height="24" viewBox="0 0 24 24"> <g fill="none" fill-rule="evenodd"> <path fill="currentColor" fill-rule="nonzero" d="M21.685 12.315h-4v-10h4zM6.886 2.315h8.8v10l-5.456 8.444a2.418 2.418 0 0 1-2.634.813l.694-8.163H4.414a2.1 2.1 0 0 1-2.059-2.5c.273-1.4.6-3.068.808-4.117.846-4.271 3.723-4.477 3.723-4.477z"/> <path d="M0 0h24v24H0z"/> </g> </svg> <span class="b--u-text-sm">No</span> </button> </section> <div class="u-text-center o-container u-maxw-6 c-rating-form__feedback" data-rating-form-target="feedback"> <label for="hc_rating_message" class="b--u-text-base u-inline-block b--u-mb-2">How can we make it better?</label> <br> <textarea name="message" id="hc_rating_message" maxlength="100" class="u-border u-border-black u-rounded-sm b--u-px-3 b--u-py-2 b--u-mb-3 c-rating-form__message u-text-left" data-rating-form-target="message" required ></textarea> <div class="u-text-right"> <button type="submit" data-value="form-name=hc_rating&page_id=d37acf61f156cad825e453f86f097ddc&title=Prepare+your+chat+for+GDPR%21&vote=0" data-vote="0" data-action="click->rating-form#rateAndFeedback" title="no" class="c-btn b--u-px-3 ub v--transparent" data-rating-form-target="submit" disabled > Submit your feedback </button> </div> </div> <div class="u-text-center o-container u-hidden" data-rating-form-target="confirmation0"> <img src="/help/images/ok.gif" alt="" class="u-maxw-1 b--u-mb-2" width="100"> <h3 class="b--u-text-lg b--u-text-bold b--u-mb-3">Got it!</h3> <p class="b--u-text-base">Thanks for your feedback.</p> </div> <div class="u-text-center o-container u-hidden" data-rating-form-target="confirmation1"> <img src="/help/images/thanks.gif" alt="" class="u-maxw-1 b--u-mb-2" width="100"> <h3 class="b--u-text-lg b--u-text-bold b--u-mb-3">Thank you!</h3> <p class="b--u-text-base">We’re happy to help.</p> </div> </form> <section class="o-container b--u-mb-6 b--md:u-mb-12"> <h3 class="b--u-text-base b--u-text-bold u-text-gray-300 b--u-mb-4">RELATED ARTICLES</h3> <div class="o-columns v--two"><div class="b--u-p-4 b--md:u-p-6 u-bg-gray-900 u-flex u-flex-col u-justify-between u-flex-wrap"> <div> <h4 class="b--u-text-lg b--u-text-bold b--u-mb-3">LiveChat: Sub-Processors</h4> <p class="b--u-text-base b--u-mb-3">Hereby we declare that we are dedicated to delivering you the best quality products. To ensure that we use certain Sub-Processors (third-party processing tools). Below you can find more information about Sub-Processors selection criteria, our quality assurance measures, and the specific locations where each Sub-Processor stores your data. Sub-processing and Text, Inc. By Sub-Processor, we mean the third-party processor that we use to facilitate the delivery of our products. Text Inc.</p> </div> <a href="/help/livechat-list-of-subprocessors/" class="c-link b--u-text-base b--u-text-bold" data-controller="events" data-events-event="box" data-events-content1="LiveChat: Sub-Processors" data-events-content2="Read the article" data-action="click->events#send">Read the article</a> </div></div> </section></article> </div> <section class="u-border-t b--u-py-12 b--lg:u-py-20"> <div class="o-container"> <div class="u-text-center"> <h4 class="b--u-text-3xl">Start using LiveChat® now!</h4> <p class="b--u-text-lg b--u-mt-3 b--u-mb-4 u-flex u-justify-center u-flex-wrap"> <span> <svg xmlns="http://www.w3.org/2000/svg" width="11" height="10" class="b--u-mr-1"> <path d="M9.1.3L4 5.4l-2-2c-.3-.3-.7-.4-1-.3S0 3.5 0 4c0 .4 0 .8.3 1l2.8 2.8c.2.2.5.3.8.3s.6-.1.8-.3l6-5.9c.3-.2.4-.6.3-1a1 1 0 0 0-.8-.8c-.4 0-.8 0-1 .3z"> </path> </svg> Free 14-day trial </span> <span> <svg xmlns="http://www.w3.org/2000/svg" width="11" height="10" class="b--u-ml-2 b--u-mr-1"> <path d="M9.1.3L4 5.4l-2-2c-.3-.3-.7-.4-1-.3S0 3.5 0 4c0 .4 0 .8.3 1l2.8 2.8c.2.2.5.3.8.3s.6-.1.8-.3l6-5.9c.3-.2.4-.6.3-1a1 1 0 0 0-.8-.8c-.4 0-.8 0-1 .3z"> </path> </svg> AI-driven features </span> <span> <svg xmlns="http://www.w3.org/2000/svg" width="11" height="10" class="b--u-ml-2 b--u-mr-1"> <path d="M9.1.3L4 5.4l-2-2c-.3-.3-.7-.4-1-.3S0 3.5 0 4c0 .4 0 .8.3 1l2.8 2.8c.2.2.5.3.8.3s.6-.1.8-.3l6-5.9c.3-.2.4-.6.3-1a1 1 0 0 0-.8-.8c-.4 0-.8 0-1 .3z"> </path> </svg> No credit card required </span> </p> <form action="https://accounts.livechat.com/signup" method="GET" data-controller="events" data-events-event="form register_redirect" data-events-action="submit" data-events-content1="Start using LiveChat® now!" data-events-content2="Sign up free" data-events-source-id="footer_form" data-action="submit->events#send"> <div class="u-maxw-6 u-mx-auto u-flex u-flex-col sm:u-flex-row"> <input type="email" name="email" class="b--u-mr-1 b--u-mb-1 sm:u-mb-0" data-signup-target="email" placeholder="Enter your business email" required> <input type="hidden" name="source_id" value="footer_form"> <input type="hidden" name="source_url" value="https://www.livechat.com/help/prepare-chat-gdpr/"> <input type="hidden" name="source_type" value="website"> <button type="submit" class="c-btn v--signup">Sign up free</button> </div> </form> <p class="b--u-text-xs b--u-text-bold b--u-mt-6 u-mb-0"><a href="/features/" class="c-link u-text-black">Still not convinced? Discover all LiveChat features</a></p> </div> </div> </section> <section class=" u-bg-gray-900 b--u-py-8 u-border-t u-border-gray-800"> <div class="o-container u-maxw-13 u-mx-auto"> <h2 class="b--u-text-lg u-text-center b--u-mb-6">Discover <a href="https://text.com/?utm_source=livechat.com&utm_medium=referral&utm_campaign=productbarfooter" target="_blank" class="b--u-text-bold c-link v--reset">Text</a> products:</h2> <div class="o-columns v--four v--responsive"> <a href="https://www.chatbot.com/?utm_source=livechat.com&utm_medium=referral&utm_campaign=productbarfooter" target="_blank" rel="noopener" class="u-flex u-items-center c-link v--reset "> <div class="b--u-mr-3"> <svg width="72" height="72" fill="none" xmlns="http://www.w3.org/2000/svg"><g filter="url(#filter0_dd1)"><rect x="4" y="3" width="64" height="64" rx="10" fill="#fff"/></g><path d="M43.6 31.6v3a1.1 1.1 0 01-.6 1.1c-2.2 1-4.6 1.6-7 1.7-2.4 0-4.8-.6-7-1.7a1.1 1.1 0 01-.6-1v-3.1a.9.9 0 011.2-.8c2 .9 4.2 1.3 6.4 1.4 2.2 0 4.3-.5 6.4-1.4a.9.9 0 011.2.8z" fill="#06F"/><path d="M51.8 38.9a7.6 7.6 0 01-7.6 6.9H40L32 51v-5.2l8-5.2h4.2a2.4 2.4 0 002.4-2.1c.3-4 .2-8 0-12a2.2 2.2 0 00-2.1-2 138.9 138.9 0 00-17 0 2.2 2.2 0 00-2 2c-.4 4-.4 8-.1 12a2.4 2.4 0 002.4 2.1H32v5.2h-4.2a7.6 7.6 0 01-7.6-7 96 96 0 010-12.7 7.4 7.4 0 017-6.8 125 125 0 0117.6 0 7.4 7.4 0 017 6.8 96 96 0 010 12.8z" fill="#06F"/><defs><filter id="filter0_dd1" x="0" y="0" width="72" height="72" filterUnits="userSpaceOnUse" color-interpolation-filters="sRGB"><feFlood flood-opacity="0" result="BackgroundImageFix"/><feColorMatrix in="SourceAlpha" values="0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 127 0"/><feOffset dy="1"/><feGaussianBlur stdDeviation="2"/><feColorMatrix values="0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0.1 0"/><feBlend in2="BackgroundImageFix" result="effect1_dropShadow"/><feColorMatrix in="SourceAlpha" values="0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 127 0"/><feOffset/><feGaussianBlur stdDeviation="1"/><feColorMatrix values="0 0 0 0 0 0 0 0 0 0 0 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7.4 0 01-6.9-6.8 83 83 0 01-.2-6.3v-1.2l.2-6.3a7.4 7.4 0 017-6.8C30 21.1 33 21 36 21h16v5.2L36 40.1l-7.5-6.5 4-3.4 3.5 3z" fill="#2FC774"/><defs><filter id="filter0_dd2" x="0" y="0" width="72" height="72" filterUnits="userSpaceOnUse" color-interpolation-filters="sRGB"><feFlood flood-opacity="0" result="BackgroundImageFix"/><feColorMatrix in="SourceAlpha" values="0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 127 0"/><feOffset dy="1"/><feGaussianBlur stdDeviation="2"/><feColorMatrix values="0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0.1 0"/><feBlend in2="BackgroundImageFix" result="effect1_dropShadow"/><feColorMatrix in="SourceAlpha" values="0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 127 0"/><feOffset/><feGaussianBlur stdDeviation="1"/><feColorMatrix values="0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0.1 0"/><feBlend in2="effect1_dropShadow" result="effect2_dropShadow"/><feBlend in="SourceGraphic" in2="effect2_dropShadow" result="shape"/></filter></defs></svg> </div> <p class="b--u-text-sm u-mb-0 sm:u-maxw-2 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color-interpolation-filters="sRGB"><feFlood flood-opacity="0" result="BackgroundImageFix"/><feColorMatrix in="SourceAlpha" values="0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 127 0"/><feOffset dy="1"/><feGaussianBlur stdDeviation="2"/><feColorMatrix values="0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0.1 0"/><feBlend in2="BackgroundImageFix" result="effect1_dropShadow"/><feColorMatrix in="SourceAlpha" values="0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 127 0"/><feOffset/><feGaussianBlur stdDeviation="1"/><feColorMatrix values="0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0.1 0"/><feBlend in2="effect1_dropShadow" result="effect2_dropShadow"/><feBlend in="SourceGraphic" in2="effect2_dropShadow" result="shape"/></filter></defs></svg> </div> <p class="b--u-text-sm u-mb-0 sm:u-maxw-2 b--u-ml-0.5"><span class="b--u-text-sm b--u-text-bold">KnowledgeBase</span> <br><span style="opacity: .65;">Guide and educate customers</span></p> </a> <a 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0-.68-.6l-.1-.09a1.16 1.16 0 0 1-.35-.41c-.03-.08 0-.14.08-.19a1 1 0 0 1 .45-.07l.31.05c.2.04.47.17.77.38.31.22.56.5.76.83.24.44.53.78.87 1 .34.24.68.35 1.02.35.35 0 .64-.03.9-.08.24-.05.48-.13.7-.24.09-.72.35-1.27.76-1.65-.6-.06-1.13-.16-1.6-.29a6.3 6.3 0 0 1-1.47-.62 4.23 4.23 0 0 1-2.08-2.76c-.21-.7-.32-1.5-.32-2.4 0-1.3.42-2.4 1.24-3.3a4.4 4.4 0 0 1 .1-3.27c.3-.1.76-.02 1.35.22A9.29 9.29 0 0 1 9 6.36a10.84 10.84 0 0 1 6 0l.6-.39c.4-.25.88-.49 1.43-.7.55-.21.98-.27 1.27-.18.47 1.21.5 2.3.12 3.27.82.9 1.24 2 1.24 3.3 0 .9-.11 1.71-.32 2.41a5 5 0 0 1-.83 1.68 4.4 4.4 0 0 1-1.27 1.07c-.5.29-1 .5-1.47.62-.47.13-1 .23-1.6.29.54.48.81 1.24.81 2.27v3.38c0 .2.07.36.2.48.13.13.34.17.62.12 2.41-.83 4.39-2.3 5.91-4.45A12.16 12.16 0 0 0 24 12.3c0-2.23-.54-4.29-1.61-6.17Z" fill="currentColor"/></svg></a> </div> </div> </div> </div> </div> <div class="o-container-xl u-text-gray-400"> <div class="b--u-py-3"> <p class="b--u-text-2xs u-mb-0 u-pb-0" style="color: inherit;">LiveChat® is customer 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