> Chatbaby stores chat transcripts and visitor identifiers in the United States. Reactive chat is exempt from consent; proactive chat needs explicit consent.
>
> Canonical: https://www.flowconsent.com/en/services/customer-support/chatbaby

Customer support

# Chatbaby

Preferences · [Official website](https://chatbaby.co)

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

[Block Chatbaby until consent](https://app.flowconsent.com/auth/sign-up?utm_source=flowconsent.com\&utm_medium=referral\&utm_campaign=customer_support) · [Scan my site](https://www.flowconsent.com/en/scan)

At a glance

- Category

  [Customer support](https://www.flowconsent.com/en/services/customer-support)

- Consent

  Preferences

- Prior consent

  Required

- Documented cookies

  3

- Third-party domains

  3

- Servers

  United States (Chatbaby Inc.)

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)

| Name                   | Type         | Duration | Purpose                                                                                                  |
| ---------------------- | ------------ | -------- | -------------------------------------------------------------------------------------------------------- |
| chatbaby\_visitor      | first\_party | 1 year   | Persistent visitor identifier used by Chatbaby to recognise returning users and load past conversations. |
| chatbaby\_conversation | first\_party | Session  | Token of the active conversation used to keep the chat thread coherent during a single visit.            |
| chatbaby\_agent\_state | first\_party | 1 day    | Stores 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

Can't find your question? Write to us, we answer fast.

[Write to us](https://www.flowconsent.com/en/demo)

### 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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