> How Crisp live chat sets cookies, stores conversations on EU infrastructure and when visitor consent is required for its chat widget under the GDPR.
>
> Canonical: https://www.flowconsent.com/en/services/customer-support/crisp-chat

Customer support

# Crisp

Preferences

Crisp is a French live chat and customer messaging platform offering chat widgets, shared inbox, chatbot automation, CRM, and email campaigns. As a French company with EU infrastructure, Crisp is one of the most GDPR-friendly live chat options available. Chat session cookies for strictly necessary functionality may be exempt from consent requirements when initiated by the user, though tracking and analytics cookies require consent. No US data transfers are required for standard deployments.

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At a glance

- Category

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

- Consent

  Preferences

- Prior consent

  Required

- Documented cookies

  2

- Third-party domains

  3

- Servers

  European Union (Crisp is a French company with EU infrastructure)

Overview

## What does Crisp do?

## **What is Crisp Chat?**

Crisp is a French customer messaging platform founded in Nantes in 2015. It provides a live chat widget, shared team inbox, chatbot builder, CRM, knowledge base, email campaigns, and multi-channel messaging (WhatsApp, Instagram, SMS). Crisp serves small and medium businesses seeking an affordable, all-in-one customer communication solution. As a French company with EU infrastructure, Crisp is one of the most GDPR-compliant options in the live chat market.

## **Cookies and data collected by Crisp**

Crisp sets session and visitor ID cookies to maintain the chat session and recognise returning visitors. It collects visitor IP address, browser information, current page URL, and conversation content. When visitors provide their name and email in the chat, this data is stored in the Crisp CRM. Crisp also offers optional visitor tracking analytics that record page visits, which require consent.

## **EU advantage: no third-country transfers**

Crisp processes all data within the EU. No SCCs or adequacy decisions are needed for standard deployments. This makes Crisp a strong choice for European businesses concerned about US data transfers. Note: if Crisp is used with third-party integrations (Zapier, Slack, HubSpot, Salesforce), data flows to those third-party systems which may have their own transfer implications.

## **Consent requirements**

Strictly necessary session cookies for the chat widget may be exempt from consent when the chat function is clearly used for customer support and initiated by the user. However, Crisp visitor tracking (page visit analytics) and marketing features require consent. Configure Crisp to disable visitor tracking until consent is obtained. The strictly-necessary exemption should be documented and reviewed with your DPO or CNIL guidance.

## **Practical compliance steps**

Sign the Crisp DPA. Disable visitor tracking analytics until consent is obtained. Add Crisp to your privacy policy describing chat data processing. Configure data retention limits in Crisp for conversation history. Implement a process for responding to data subject erasure requests via the Crisp contact deletion tools. Review third-party integrations for additional transfer obligations.

Compliance

## Crisp and the GDPR

Crisp 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

  Consent (Art. 6(1)(a) GDPR) required for non-essential tracking cookies under the ePrivacy Directive. Legitimate interest (Art. 6(1)(f)) may apply for strictly necessary chat session cookies required to operate the support function initiated by the user.

- Risk level

  low

- Applicable regulations

  GDPR, ePrivacy Directive, CNIL guidelines on cookies

### Impact assessment (DPIA)

A DPIA is generally not required for standard Crisp live chat deployments. It may become relevant for large-scale customer support operations processing sensitive conversation content or for AI chatbot features performing automated profiling.

### Sample text for your banner

> We use Crisp to provide customer support chat on this website. Crisp is a French company storing chat data within the EU. Crisp uses cookies to maintain your chat session. You can close the chat widget to decline non-essential cookies.

Cookies and trackers

## What Crisp sets and contacts

- Tracking method

  JavaScript live chat widget, first-party session cookies, visitor tracking, conversation history, optional CRM enrichment

- Server location

  European Union (Crisp is a French company with EU infrastructure)

### Cookies set (2)

| Name                      | Type       | Duration | Purpose                                                                                       |
| ------------------------- | ---------- | -------- | --------------------------------------------------------------------------------------------- |
| crisp-client%2Fsession%2F | session    | Session  | Crisp chat session cookie, strictly necessary to maintain the live chat conversation          |
| crisp-client%2Fvisitor%2F | persistent | 6 months | Crisp visitor identifier for recognising returning visitors and personalising chat experience |

### Third-party domains contacted (3)

- `crisp.chat`
- `client.crisp.chat`
- `storage.crisp.chat`

Questions

## Frequently asked questions about Crisp

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### Is Crisp GDPR compliant?

Yes. Crisp is a French company processing all data within the EU under French data protection law (CNIL oversight). Crisp provides a GDPR-compliant DPA. It is one of the most GDPR-friendly live chat solutions available.

### Does Crisp require consent for its chat widget?

Strictly necessary session cookies for the chat widget may be exempt from consent when used for customer support initiated by the user. Visitor tracking analytics and marketing features require consent. Review with your DPO and configure Crisp to disable analytics until consent is obtained.

### What cookies does Crisp set?

Crisp sets a visitor session cookie (crisp-client/session, session duration) for maintaining the chat session, and optionally a visitor ID cookie for recognising returning visitors. Analytics tracking uses additional identifiers that require consent.

### Does Crisp transfer data outside the EU?

No for standard deployments. Crisp processes all data within the EU. If you use Crisp integrations (Zapier, Slack, HubSpot, Salesforce), those integrations may transfer data outside the EU and require their own GDPR assessment.

### What legal basis applies to Crisp?

Legitimate interest (Art. 6(1)(f)) for strictly necessary chat session cookies when chat is used for customer support. Consent for visitor tracking analytics, marketing emails, and chatbot lead capture.

### Do I need a DPA with Crisp?

Yes. Sign the Crisp Data Processing Agreement before using Crisp on any website processing EU personal data. The DPA is available from Crisp's privacy page.

### How do I handle data subject erasure requests for Crisp?

In Crisp admin, search for the contact by email and delete the contact record. This removes their conversation history and profile. For Crisp email campaigns, remove the contact from the campaign lists. Document the deletion and confirm to the data subject.

### How does Crisp compare to US live chat alternatives for GDPR?

Crisp's EU infrastructure is its primary GDPR advantage over US alternatives like Intercom, Drift, and Zendesk Chat (all US-hosted requiring SCCs). For pure GDPR simplicity, Crisp is among the best choices in its category alongside Userlike (Germany) and HelpCrunch (EU region available).

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