> How the Gladly Sidekick widget works, what cookies it sets, what GDPR and ePrivacy require, when consent is needed, and how US data transfers are handled. > > Canonical: https://www.flowconsent.com/en/services/customer-support/gladly Customer support # Gladly Preferences · [Official website](https://www.gladly.com) Gladly is a people centered customer support platform from Gladly Inc. in San Francisco, with an embeddable Sidekick help and chat widget. [Block Gladly 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. Gladly Inc. is based in San Francisco, USA, with hosting on Amazon Web Services in the United States. Overview ## What does Gladly do? ## **What Gladly is** Gladly is a people centered customer support platform operated by Gladly Inc. in San Francisco. It offers an embeddable Sidekick help and chat widget that combines self service answers with live messaging across channels. ## **Data and cookies, and how it works** The Sidekick widget loads via JavaScript and sets session and widget cookies to keep the chat session consistent and to remember widget state. It processes the content of messages, contact details a customer provides and metadata about the conversation. ## **GDPR and ePrivacy obligations** Cookies that are strictly necessary to run the chat do not require consent, but widget tracking cookies that go beyond that require consent under Article 5(3) of the ePrivacy Directive. Support and messaging content is personal data under the GDPR and UK GDPR. ## **Consent and lawful basis** Obtain consent under Article 6(1)(a) GDPR before loading the widget tracking cookies. The messaging itself can rely on legitimate interest or on contract once the customer chooses to engage with support. ## **Data transfers to the United States** Gladly hosts on AWS in the United States, so support and messaging data for EEA and UK visitors is transferred to a third country. Gladly relies on Standard Contractual Clauses together with supplementary measures. Document this transfer and assess the risk for your visitors. ## **Practical compliance steps** Sign the Gladly data processing addendum, review the SCCs and supplementary measures, gate the widget tracking cookies behind consent, list the Gladly cookies in your cookie policy, set retention for support records and inform customers about the US transfer. Compliance ## Gladly and the GDPR Gladly 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 under Article 6(1)(a) GDPR and Article 5(3) ePrivacy Directive for the widget tracking cookies. The messaging functionality itself can rely on legitimate interest or contract once a customer engages. - Risk level medium - Applicable regulations GDPR, UK GDPR, ePrivacy Directive, Schrems II and SCCs for transfers to the United States. ### Impact assessment (DPIA) A DPIA is recommended for EEA and UK deployments because Gladly processes customer support and messaging data in the United States. Assess the volume of personal data in conversations, the widget tracking cookies, the transfer to the US under Standard Contractual Clauses, supplementary measures and retention of support records. ### Sample text for your banner > We use Gladly to provide help and messaging on this site. With your consent, the Gladly widget sets cookies to support the chat and to recognise you. You can accept or decline these cookies at any time. Cookies and trackers ## What Gladly sets and contacts - Tracking method Embeddable Sidekick help and chat widget loaded via JavaScript that supports self service and messaging. It sets session and widget cookies and tracks widget interactions across the customer journey. - Server location United States. Gladly Inc. is based in San Francisco, USA, with hosting on Amazon Web Services in the United States. - Data transferred outside the EU Customer and messaging data is processed in the United States on AWS. For visitors in the EEA and the UK this is a transfer to a third country, so Gladly relies on Standard Contractual Clauses and supplementary measures. ### Cookies set (3) | Name | Type | Duration | Purpose | | --------------- | ----------- | ---------- | ----------------------------------------------------------------------------------------- | | gladly\_session | Third-party | Session | Maintains the Gladly Sidekick chat session so the conversation stays consistent. | | gladly\_widget | Third-party | Persistent | Stores Sidekick widget state and display preferences across page views. | | gladly\_visitor | Third-party | Persistent | Stores a visitor identifier used to recognise a returning visitor in the Sidekick widget. | ### Third-party domains contacted (3) - `gladly.com` - `cdn.gladly.com` - `api.gladly.com` Questions ## Frequently asked questions about Gladly Can't find your question? Write to us, we answer fast. [Write to us](https://www.flowconsent.com/en/demo) ### What cookies does Gladly set? The Gladly Sidekick widget sets session and widget cookies to keep the chat session consistent and to remember widget state. Some widget tracking cookies go beyond strict necessity and require consent. ### Is consent required for Gladly? Yes for the widget tracking cookies that are not strictly necessary, under the ePrivacy Directive. The messaging function can run on legitimate interest or contract once a customer engages with support. ### What is the legal basis for Gladly? Tracking cookies rely on consent under Article 6(1)(a) GDPR. The support messaging can rely on legitimate interest or on contract once the customer chooses to engage with the service. ### Does Gladly transfer data to the United States? Yes. Gladly hosts on AWS in the United States, so support and messaging data for EEA and UK visitors is transferred to a third country. Gladly relies on Standard Contractual Clauses and supplementary measures. ### Is a DPIA needed for Gladly? A DPIA is recommended for EEA and UK deployments because conversations can contain significant personal data and are processed in the United States. Assess data volume, the US transfer, supplementary measures and retention. ### How do I implement Gladly compliantly? Sign the data processing addendum, review the SCCs and supplementary measures, gate the widget tracking cookies behind consent, list the Gladly cookies in your cookie policy and inform customers about the US transfer. ### What are alternatives to Gladly? EU based options such as Landbot keep most processing within the EU. Other support tools include Zendesk, Intercom and Crisp. Compare hosting region, transfer safeguards and consent controls before choosing. ### How do I update my cookie policy for Gladly? List the Gladly session and widget cookies with their purposes and durations, state that they support the Sidekick widget, name Gladly Inc. as the provider and disclose the transfer to the United States. Same category ## More services: Customer support [See the whole category](https://www.flowconsent.com/en/services/customer-support) ### [Ideta](https://www.flowconsent.com/en/services/customer-support/ideta) [Ideta 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. Ideta integrates seamlessly with modern web architectures, ensuring reliable performance and compatibility across browsers and devices. 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With a focus on stability and compatibility, Glia ensures your website delivers a smooth, uninterrupted experience to every visitor and search engine crawler.](https://www.flowconsent.com/en/services/customer-support/glia) [Preferences](https://www.flowconsent.com/en/services/customer-support/glia) · ### [Hoiio](https://www.flowconsent.com/en/services/customer-support/hoiio) [Hoiio 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. Hoiio integrates seamlessly with modern web architectures, ensuring reliable performance and compatibility across browsers and devices. 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