EasiChat

EasiChat typically sets a session cookie or browser storage value to keep the chat running and remember an open conversation, and it may set a longer lived identifier to recognise a returning visitor. The session cookie is usually strictly necessary once a visitor starts a chat, while any persistent or analytics cookie is not. The exact names depend on your deployment, so confirm them in your own instance.

The strictly necessary chat session cookie can usually run without consent because the visitor has asked to chat, but you must still inform people. Any cookie used for analytics, marketing or tracking returning visitors beyond the immediate chat needs prior consent through your cookie banner. Loading the widget only when the visitor opens the chat is a privacy friendly option.

For the necessary chat cookie and for handling the conversation a visitor starts, controller legitimate interest under Article 6(1)(f) of the GDPR, or performance of a contract where relevant, is usually appropriate. The strictly necessary exemption of the ePrivacy Directive covers the session cookie. Optional analytics or marketing cookies require consent under Article 6(1)(a).

EasiChat is described as a UK provider and the United Kingdom has a European Commission adequacy decision, so EEA to UK transfers need no extra safeguards. Chat platforms often use cloud, messaging or AI subprocessors that may sit in the United States or elsewhere, so confirm the actual hosting and rely on the EU US Data Privacy Framework or Standard Contractual Clauses if a subprocessor is in a third country.

A full data protection impact assessment is usually not mandatory for a standard chat widget, but a documented risk assessment is sensible. Pay attention to whether chats may contain special category data, how long transcripts are kept and whether any AI or chatbot feature profiles visitors or makes automated decisions, which could raise the risk level.

Sign a data processing agreement, list EasiChat in your records of processing and cookie policy, and load the widget in a way that respects consent for any non essential cookies. Tell visitors in the privacy notice what happens to transcripts and how long they are kept, set a sensible retention period and train agents not to request more personal data than needed.

Other live chat and customer service widgets include Intercom, Tidio, LiveChat, Crisp, Zendesk Chat and Freshchat. Several offer EU hosting options. They raise similar privacy questions around chat content, cookies and subprocessor locations, so compare their data processing terms, hosting region and transfer safeguards before choosing.

List EasiChat in your cookie and privacy policy, describe the necessary chat session cookie separately from any optional analytics or returning visitor cookie, and explain that chat content is processed to answer queries. Name EasiChat as a processor, state the retention period for transcripts and the hosting location, and link to its privacy notice. Keep the policy and your consent settings consistent.