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Customer support

DialogTab

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DialogTab is a live chat and customer messaging platform that enables businesses to communicate with website visitors in real time. It sets session cookies and processes conversation data on US infrastructure. Prior ePrivacy consent is required before the widget loads. Conversation data can rely on legitimate interest when users actively initiate contact, though cookie consent is still needed under the ePrivacy Directive.

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Overview

What does DialogTab do?

What is DialogTab?

DialogTab is a live chat and customer messaging platform that enables businesses to engage with website visitors in real time. It provides a chat widget, agent management dashboard, chat routing, and conversation history. DialogTab is positioned as an affordable live chat solution for small and medium businesses that need to provide real-time support without complex infrastructure.

What data does DialogTab collect?

DialogTab collects chat conversation content, visitor IP addresses, browser and device information, session identifiers, and any personal data shared by visitors during chat. Pre-chat forms may collect names and email addresses before the chat begins. Conversation transcripts are stored for review and quality assurance purposes.

GDPR and ePrivacy implications

The ePrivacy Directive requires consent before the DialogTab widget script loads and sets cookies. For conversation data collected when a user actively initiates a chat, legitimate interest may provide a lawful basis, but cookie consent is still required independently. Pre-chat forms that collect names and emails before a conversation begins constitute personal data collection requiring a clear privacy notice.

Consent requirements

Consent is required before the DialogTab widget loads. Pre-chat forms must include a privacy notice informing visitors that their data will be processed by DialogTab in the US. Conversation transcripts should have defined retention periods communicated to visitors.

Data transfers outside the EU

DialogTab is a US company. All conversation and visitor data is processed on US infrastructure. Standard Contractual Clauses apply. Sign a DPA with DialogTab and document the US transfer in your RoPA.

Practical compliance steps

Block the widget until consent is obtained. Include a privacy notice in pre-chat forms. Sign a DPA with DialogTab. Update your privacy policy. Configure conversation transcript retention limits. Document the US transfer in your RoPA.

Compliance

DialogTab and the GDPR

DialogTab 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) for tracking cookies. Legitimate interest (Art. 6(1)(f)) may apply for conversation data when a user actively initiates a chat.
Risk level
medium
Applicable regulations
GDPR, ePrivacy Directive, UK GDPR

Impact assessment (DPIA)

A DPIA is generally not required for standard live chat deployments. It becomes advisable when DialogTab processes sensitive personal data in chat conversations at scale, or when chat data is combined with customer profiling systems.

Sample text for your banner

We use DialogTab to provide live chat support on this website. DialogTab processes chat conversation data on servers in the United States. Please accept to enable the live chat feature.
Cookies and trackers

What DialogTab sets and contacts

Tracking method
JavaScript live chat widget, first-party cookies, server-side conversation logging
Server location
United States (DialogTab infrastructure)
Data transferred outside the EU
DialogTab is a US-based live chat and customer messaging platform. All conversation and visitor data is processed on US infrastructure. Transfers rely on Standard Contractual Clauses under GDPR Article 46.

Cookies set (2)

NameTypeDurationPurpose
dt_sessionsessionSessionSession identifier used to maintain the active DialogTab chat session
dt_uidpersistent1 yearVisitor identifier used to recognise returning users in the DialogTab widget

Third-party domains contacted (3)

  • dialogtab.com
  • cdn.dialogtab.com
  • api.dialogtab.com
Questions

Frequently asked questions about DialogTab

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What cookies does DialogTab set?

DialogTab sets session cookies to maintain the active chat session and may set functional cookies for widget preferences. These require ePrivacy consent before the widget script loads.

Does DialogTab require consent under GDPR?

Yes, for cookies under the ePrivacy Directive before the widget loads. For conversation data when a user actively starts a chat, legitimate interest may apply. Pre-chat forms collecting names and emails require a privacy notice regardless of the consent basis for cookies.

What is the legal basis for DialogTab?

Consent (Art. 6(1)(a)) for tracking cookies. Legitimate interest (Art. 6(1)(f)) may apply for conversation data when a user actively initiates support. Pre-chat form data (name, email) has the same basis as the underlying service relationship.

Does DialogTab transfer data outside the EU?

Yes. DialogTab is a US company processing all conversation and visitor data in the US. Standard Contractual Clauses apply. Sign a DPA with DialogTab and document the US transfer in your RoPA.

Do I need a DPIA for DialogTab?

Generally not for standard live chat. A DPIA becomes advisable if DialogTab processes sensitive personal data in conversations at scale, or if chat data is combined with customer profiling for automated decisions.

How do I implement DialogTab compliantly?

Block the widget until consent is obtained. Include a privacy notice in pre-chat forms. Sign a DPA with DialogTab. Configure chat transcript retention limits. Update your privacy policy. Document the US transfer in your RoPA.

Are there EU-hosted alternatives to DialogTab?

Ninchat (Finland), Userlike (Germany), and Crisp.chat (France) all offer EU-hosted live chat with no US transfers. For a self-hosted option, Chatwoot is an open-source live chat that can be deployed on EU infrastructure.

How do I update my privacy policy for DialogTab?

Add DialogTab as a live chat processor in your privacy policy. Describe the data collected (conversation content, IP, browser info, pre-chat form data), state the legal bases, disclose the US transfer and SCC safeguard, note the conversation transcript retention period, and explain how visitors can request deletion of their chat history.

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