> Genesys Cloud CX Chat sets session and analytics cookies and may transfer data to the US. Full GDPR and ePrivacy guide for EU operators in 2025. > > Canonical: https://www.flowconsent.com/en/services/customer-support/genesys-chat Customer support # Genesys Cloud CX Chat Preferences · [Official website](https://www.genesys.com/capabilities/live-chat-software) Genesys Cloud CX Chat is an enterprise customer engagement live chat widget that connects website visitors with contact center agents through the Genesys Cloud platform. [Block Genesys Cloud CX Chat 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 6 - Third-party domains 6 - Servers United States (primary) with regional EU deployment in Frankfurt, Germany (apps.mypurecloud.de) and additional regions in Ireland, London, Sydney, Tokyo and Sao Paulo Overview ## What does Genesys Cloud CX Chat do? ## **What Genesys Cloud CX Chat is** Genesys Cloud CX Chat is a live messaging channel provided by Genesys Cloud Services LLC as part of its Cloud CX contact center platform. It is embedded into websites through a JavaScript widget that opens a real time channel between visitors and human agents or automated bots. Genesys is one of the largest contact center vendors worldwide and is widely deployed by banks, insurers, airlines, telecommunications operators and public sector bodies across the European Union. ## **Cookies and data collected** The widget sets first party and third party cookies including session identifiers (gcb\_session, gms\_session), visitor identifiers and analytics cookies that record interaction quality and routing metadata. The widget collects IP address, browser fingerprint, page URL, language, the contents of the chat conversation and any structured data the operator chooses to push (such as customer ID or order number). ## **Legal basis under GDPR and ePrivacy** Loading the chat widget and storing non strictly necessary cookies requires prior informed consent under Art. 5(3) of the ePrivacy Directive and Art. 6(1)(a) GDPR. Once the visitor actively opens the chat, the conversation itself can be processed under Art. 6(1)(b) GDPR as a pre contractual measure or service request. Recording and quality monitoring require an additional legal basis (consent or legitimate interest with balancing test). ## **International data transfers** Genesys is a US company. Even when EU customers select the Frankfurt region (apps.mypurecloud.de), support and engineering access may result in transfers to the United States. Genesys is self certified under the EU US Data Privacy Framework and offers Standard Contractual Clauses in its Data Processing Addendum. Operators must perform a Transfer Impact Assessment in light of the Schrems II ruling. ## **DPIA and risk level** Because Genesys Cloud CX Chat is typically deployed at scale with conversation recording and integration with CRM systems, a DPIA under Art. 35 GDPR is recommended. The risk level is high when chats may contain health, financial or special category data. ## **Implementing compliance correctly** Block the widget script until consent is given through a Consent Management Platform, configure the EU region, sign the Genesys DPA with SCCs, document retention periods for chat transcripts and recordings, inform visitors before they start a chat and offer an alternative contact channel for users who refuse consent. Compliance ## Genesys Cloud CX Chat and the GDPR Genesys Cloud CX Chat 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 Art. 6(1)(a) GDPR consent for non essential analytics and visitor tracking cookies, Art. 6(1)(b) GDPR contract performance for the live chat conversation itself when initiated by the user, Art. 6(1)(f) GDPR legitimate interest for security and fraud prevention. Art. 5(3) ePrivacy Directive applies to all cookies and similar technologies stored on the user device. - Risk level high - Applicable regulations GDPR, ePrivacy Directive, TTDSG (Germany), LOPDGDD (Spain), Loi Informatique et Libertes (France), Schrems II ruling, EU US Data Privacy Framework, Standard Contractual Clauses, CCPA, HIPAA (for healthcare deployments) ### Impact assessment (DPIA) A Data Protection Impact Assessment under Art. 35 GDPR is strongly recommended because Genesys Cloud CX Chat involves systematic monitoring of visitor interactions, transfers of personal data to the United States, processing of potentially sensitive chat content (including special categories of data when used in healthcare, finance or HR contexts) and recording of conversations for quality assurance. The DPIA should assess the necessity of recording, retention periods, agent access controls and the effectiveness of EU US DPF and SCC safeguards. ### Sample text for your banner > We use Genesys Cloud CX Chat to provide live customer support. This service stores session cookies on your device and may transfer your chat content and IP address to Genesys servers in the United States under the EU US Data Privacy Framework. By clicking Accept, you consent to these cookies and the processing of your conversation. Cookies and trackers ## What Genesys Cloud CX Chat sets and contacts - Tracking method JavaScript widget loaded from Genesys Cloud edge servers, establishing persistent WebSocket and HTTPS connections to provide live chat, with session and visitor identifiers stored via cookies and local storage - Server location United States (primary) with regional EU deployment in Frankfurt, Germany (apps.mypurecloud.de) and additional regions in Ireland, London, Sydney, Tokyo and Sao Paulo - Data transferred outside the EU Genesys Cloud Services LLC is headquartered in the United States. Even when an EU customer selects the Frankfurt region, support, monitoring and engineering access may transfer personal data to the US under Standard Contractual Clauses and the EU US Data Privacy Framework (Genesys is self certified). ### Cookies set (6) | Name | Type | Duration | Purpose | | ---------------------- | ------------ | -------- | ---------------------------------------------------------------------------------------------------------------------------------------------- | | gcb\_session | first\_party | session | Genesys chat browser session identifier used to maintain the live chat conversation between the visitor and the contact center agent. | | gms\_session | third\_party | session | Genesys Messaging Service session token, required to authenticate the WebSocket connection with mypurecloud. | | \_genesys\_visitor\_id | first\_party | 1 year | Persistent visitor identifier used to recognize returning users and to link successive chat sessions for routing and reporting. | | gcb\_region | first\_party | 1 year | Stores the Genesys Cloud region (e.g. mypurecloud.de) selected for the visitor to ensure subsequent requests target the correct EU datacenter. | | \_ga | third\_party | 2 years | Google Analytics cookie sometimes loaded together with Genesys widget when analytics integration is enabled by the operator. | | \_vis\_opt\_s | third\_party | session | Visitor optimization cookie used by Genesys for A B testing of agent flows and bot conversations. | ### Third-party domains contacted (6) - `apps.mypurecloud.com` - `apps.mypurecloud.de` - `api.mypurecloud.com` - `cdn.genesyscloud.com` - `apps.mypurecloud.ie` - `genesys.com` Questions ## Frequently asked questions about Genesys Cloud CX Chat Can't find your question? Write to us, we answer fast. [Write to us](https://www.flowconsent.com/en/demo) ### What cookies does Genesys Cloud CX Chat set? The widget sets session and visitor cookies such as gcb\_session, gms\_session and various analytics identifiers. Their lifetime ranges from session only to one year. Names and durations depend on configuration and Genesys release version. ### Is consent required before loading the widget? Yes. Loading the Genesys widget triggers non strictly necessary cookies and connections to mypurecloud servers. Under Art. 5(3) ePrivacy and Art. 6(1)(a) GDPR, prior informed consent must be collected through a Consent Management Platform. ### Which legal basis applies to the chat conversation? Cookie storage relies on consent (Art. 6(1)(a) GDPR). The conversation itself can rely on Art. 6(1)(b) GDPR (pre contractual measure or service request) once the user actively engages. Recording usually requires separate consent or a balanced legitimate interest. ### Does Genesys transfer data to the United States? Yes. Even when using the Frankfurt region, support, monitoring and engineering may access data from the US. Genesys is certified under the EU US DPF and offers SCCs in its DPA. A Transfer Impact Assessment per Schrems II is required. ### Do I need a DPIA for Genesys Cloud CX Chat? A DPIA under Art. 35 GDPR is recommended, especially when conversations are recorded, when chat is used at scale or when sensitive data (health, finance, employment) may be exchanged. ### How do I implement Genesys Cloud CX Chat compliantly? Block the script until consent, select the EU region (apps.mypurecloud.de), sign the Genesys DPA with SCCs, document retention, train agents, publish a clear privacy notice and provide an alternative channel for users who refuse consent. ### What are the alternatives to Genesys Cloud CX Chat? EU alternatives include Crisp (France), Userlike (Germany) and self hosted solutions such as Chatwoot or Rocket.Chat. They reduce or eliminate transfers to the United States. ### How do I update my cookie policy for this service? List Genesys cookies with name, purpose, duration and provider. Mention Genesys Cloud Services LLC as joint controller or processor, the EU US DPF certification and the US transfer. Update at least annually and after any release that changes cookies. Same category ## More services: Customer support [See the whole category](https://www.flowconsent.com/en/services/customer-support) ### [Chatwith](https://www.flowconsent.com/en/services/customer-support/chatwith-io) [ChatWith.io is a web technology service that provides essential functionality for websites and digital platforms. It delivers core capabilities that support site operations, content delivery, and user experience optimization. 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