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Customer support

Chatbaby

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Live chat widget that lets website visitors talk to support agents in real time, with conversation transcripts and visitor metadata stored on Chatbaby servers.

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Overview

What does Chatbaby do?

What Chatbaby is

Chatbaby is a live chat widget vendor used by ecommerce and SaaS websites to talk to visitors in real time. The widget loads a JavaScript bundle, opens a WebSocket channel, identifies the visitor through first party cookies and stores the conversation transcript on Chatbaby servers.

Cookies and data

Chatbaby writes chatbaby_visitor (long lived visitor identifier) and chatbaby_conversation (active conversation token). The widget transmits the conversation content, IP, user agent, page URL and any custom attributes set by the operator (logged in user ID, cart total).

GDPR and ePrivacy posture

Strictly necessary chat cookies fall under the recital 66 ePrivacy exemption when chat is reactive (the user opens the widget). Proactive engagement rules, behavioural targeting and cross site identifiers require Article 5(3) consent. Transcripts contain personal data and require a clear legal basis (typically contract performance or consent).

Transfers and contracts

Chatbaby Inc. processes conversations in the United States. Sign Standard Contractual Clauses, complete a Transfer Impact Assessment that addresses US government access and document the transfer in your Record of Processing Activities.

Implementation steps

Disable proactive engagement until consent, sign the DPA and SCCs, set short retention for transcripts, train agents on data minimisation, log access to the inbox and surface a clear privacy notice that explains how chat data is handled.

Compliance

Chatbaby and the GDPR

Chatbaby is classified as “Preferences”. On a site that targets European visitors, it must only load after the visitor consents, and it must be listed in your cookie policy.

Legal basis
Strictly necessary cookies that maintain an active conversation can rely on Article 5(3) ePrivacy exemption when chat is genuinely user initiated. Identifiers used for proactive engagement, behavioural targeting or cross site tracking require Article 6(1)(a) GDPR consent. Storage of transcripts relies on contract performance (Art. 6(1)(b)) or legitimate interest (Art. 6(1)(f)) for service improvement.
Risk level
medium
Applicable regulations
GDPR, ePrivacy Directive, UK GDPR, CCPA

Impact assessment (DPIA)

A DPIA is recommended when Chatbaby is used for proactive engagement triggered by behavioural rules, or when transcripts can incidentally contain sensitive data (medical, financial).

Sample text for your banner

We use Chatbaby to reply to your live questions. With your consent, the Chatbaby widget stores a conversation identifier on your device and shares the transcript with our support team.
Cookies and trackers

What Chatbaby sets and contacts

Tracking method
JavaScript live chat widget that opens a WebSocket channel to the Chatbaby cloud, writes first party cookies and localStorage entries to identify the conversation and the visitor, and stores transcripts on Chatbaby servers.
Server location
United States (Chatbaby Inc.)
Data transferred outside the EU
Chatbaby processes conversations on US infrastructure. Standard Contractual Clauses are required and a Transfer Impact Assessment must be documented for European deployments.

Cookies set (3)

NameTypeDurationPurpose
chatbaby_visitorfirst_party1 yearPersistent visitor identifier used by Chatbaby to recognise returning users and load past conversations.
chatbaby_conversationfirst_partySessionToken of the active conversation used to keep the chat thread coherent during a single visit.
chatbaby_agent_statefirst_party1 dayStores the local state of the chat widget (open, closed, minimised) for the visitor browser.

Third-party domains contacted (3)

  • chatbaby.com
  • cdn.chatbaby.com
  • app.chatbaby.com
Questions

Frequently asked questions about Chatbaby

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What cookies does Chatbaby set?

chatbaby_visitor (long lived visitor identifier) and chatbaby_conversation (active conversation token). Some integrations also use a third party cookie for cross domain stitching.

Is consent required to load Chatbaby?

Reactive chat (the user opens the widget) is exempt under recital 66 of ePrivacy. Proactive engagement and behavioural targeting require Article 5(3) consent.

What is the legal basis for Chatbaby processing?

Contract performance (Art. 6(1)(b)) for transactional support. Legitimate interest (Art. 6(1)(f)) for service improvement. Consent (Art. 6(1)(a)) for proactive engagement and marketing follow up.

Does Chatbaby transfer data to the United States?

Yes. Chatbaby Inc. processes conversations in the US. Sign SCCs, complete a TIA and document the transfer.

Do I need a DPIA for Chatbaby?

Recommended when transcripts may contain sensitive data, when chat is used for proactive behavioural engagement, or when many agents have access to the inbox.

How do I implement Chatbaby compliantly?

Disable proactive triggers until consent, sign the DPA and SCCs, set short transcript retention, train agents on data minimisation, log inbox access and surface a clear privacy notice.

What are the alternatives to Chatbaby?

EU friendly alternatives include Crisp (France), Userlike (Germany), Chatra (Belgium), LiveChat (Poland), Chatwoot (open source) and Help Scout.

How do I update my cookie policy when adding Chatbaby?

List chatbaby_visitor and chatbaby_conversation with name, purpose, retention and processor (Chatbaby Inc., US). Mention the SCCs and the right of access to transcripts.

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