> GDPR and ePrivacy guide for iClose live chat: cookies, consent, visitor profiles, data transfers, DPIA and EU compliance for customer support. > > Canonical: https://www.flowconsent.com/en/services/customer-support/iclose Customer support # iClose Preferences · [Official website](https://iclosed.io) iClose is a live chat and sales conversation tool that lets businesses talk to website visitors in real time and assist them through to checkout. It sets identification and session cookies and, when proactive triggers or analytics are enabled, builds visitor profiles that require prior consent under GDPR and the ePrivacy Directive. [Block iClose 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 5 - Third-party domains 5 - Servers Mixed (iClose is operated by a smaller vendor ; the production stack is typically hosted on cloud regions that may include both European Union and United States data centres) Overview ## What does iClose do? ## **What iClose is and how it works** iClose is a customer support and sales conversation platform that adds a live chat widget to a website and lets agents converse with visitors in real time. The widget loads via a JavaScript snippet, opens a WebSocket or long polling channel to the iClose backend and stores a small amount of state on the device so that the conversation can survive page reloads. Beyond the chat itself, iClose typically offers proactive triggers (open the widget after X seconds, on cart abandonment, on a particular URL), canned answers, basic visitor tracking and integrations with CRM or email platforms. ## **Cookies and data collected** iClose sets first party cookies such as iclose\_session and iclose\_visitor, and may use local storage to keep the conversation context. Data collected includes the visitor identifier, IP address, user agent, page URL, message content, files attached to the conversation and, for logged in users, the email address provided to the agent. ## **GDPR and ePrivacy legal basis** For a strictly user initiated chat session, Art. 6(1)(f) GDPR (legitimate interest in offering customer service) can be combined with the ePrivacy exemption for strictly necessary cookies. Any analytics, persistent visitor profile, proactive trigger or marketing prompt requires Art. 6(1)(a) GDPR consent and prior opt in under Art. 5(3) of the ePrivacy Directive. ## **Data transfers and hosting** iClose may host data in the European Union or in the United States, depending on the plan and the underlying cloud provider. EU operators must check the production region, sign a Data Processing Agreement, document the transfer mechanism (Standard Contractual Clauses, EU US Data Privacy Framework certification) and apply supplementary measures such as TLS in transit and encryption at rest for stored transcripts. ## **Practical compliance steps** Load the iClose widget by default but disable proactive triggers and persistent identifiers until consent is given, integrate the widget with your Consent Management Platform, configure retention for chat transcripts, train agents not to ask for sensitive data, sign a DPA with the vendor and disclose iClose in your privacy and cookie policies as a processor. Compliance ## iClose and the GDPR iClose 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)(f) GDPR (legitimate interest) for the strictly functional live chat session initiated by the user, combined with Art. 6(1)(a) GDPR (consent) for analytics, marketing prompts, automated proactive chat triggers and any persistent visitor profiling. Art. 5(3) ePrivacy applies to all non strictly necessary cookies set by the widget. - Risk level medium - Applicable regulations GDPR, ePrivacy Directive, TTDSG, LOPDGDD, CNIL guidelines on trackers and chat widgets, Schrems II ruling, EU US Data Privacy Framework, Standard Contractual Clauses ### Impact assessment (DPIA) A DPIA is recommended when iClose is deployed at scale, integrates with a CRM, transcribes calls or stores message history, because the tool collects free text inputs that may include sensitive data, identifies returning visitors and supports proactive triggers. The DPIA should evaluate retention of chat transcripts, access controls for agents, the impact of any AI assistant, the geographic location of the iClose backend and the risk of inadvertent disclosure of special category data by visitors typing into the widget. ### Sample text for your banner > We use iClose to provide a live chat with our team. A small widget is loaded on the page and a cookie is stored on your device to keep your conversation open if you navigate. If you accept analytics cookies, iClose can also recognise you across sessions and trigger proactive messages. You can refuse these non essential features and still use the chat. Cookies and trackers ## What iClose sets and contacts - Tracking method cookies, JavaScript widget, chat session storage, WebSocket connection and visitor identification linked to support conversations - Server location Mixed (iClose is operated by a smaller vendor ; the production stack is typically hosted on cloud regions that may include both European Union and United States data centres) - Data transferred outside the EU Depending on the iClose plan and underlying cloud provider, support conversations, visitor identifiers and message content may be transferred outside the EEA, in particular to the United States. Operators using iClose in the EU should rely on the Standard Contractual Clauses and on the EU US Data Privacy Framework where the vendor or its sub processors are certified, and implement supplementary measures such as encryption at rest. ### Cookies set (5) | Name | Type | Duration | Purpose | | -------------------- | -------------- | ---------- | --------------------------------------------------------------------------------------------------------------------- | | iclose\_session | session | Session | Identifies the current iClose chat session and links messages to the visitor for the duration of the browser session. | | iclose\_visitor | first\_party | 1 year | Persistent visitor identifier used by iClose to recognise the same browser across visits and resume conversations. | | iclose\_chat\_open | first\_party | 7 days | Stores whether the iClose chat panel was last left open or closed so the UI state can be restored. | | iclose\_conversation | local\_storage | Persistent | Local storage entry that caches the open conversation transcript and queued messages between page reloads. | | iclose\_uid | first\_party | 1 year | Hashed visitor identifier used for analytics and routing within iClose when analytics features are enabled. | ### Third-party domains contacted (5) - `iclose.io` - `widget.iclose.io` - `api.iclose.io` - `ws.iclose.io` - `cdn.iclose.io` Questions ## Frequently asked questions about iClose Can't find your question? Write to us, we answer fast. [Write to us](https://www.flowconsent.com/en/demo) ### Which cookies does iClose set on my website? iClose mainly sets first party cookies such as iclose\_session and iclose\_visitor, plus local storage entries that hold the current conversation context. These cookies identify the chat session and, when persistence is enabled, recognise the same visitor across pages and visits. ### Is consent required to load iClose? Strictly user initiated chat with only essential cookies can rely on the ePrivacy exemption and legitimate interest. As soon as iClose enables persistent visitor identifiers, proactive triggers or analytics, prior consent is required under Art. 5(3) ePrivacy and Art. 6(1)(a) GDPR. ### What is the legal basis for processing chat data? Legitimate interest under Art. 6(1)(f) GDPR usually supports the live chat itself when the user explicitly initiates it. Contract performance under Art. 6(1)(b) applies for existing customers. Consent under Art. 6(1)(a) is needed for analytics, profiling and proactive triggers. ### Does iClose transfer data outside the EU? It depends on the iClose plan and the cloud provider. Production data may reside in the EU or in the US. EU operators must check the region, sign a DPA, document Standard Contractual Clauses and, where applicable, the EU US Data Privacy Framework certification. ### Do I need a DPIA for iClose? A DPIA is recommended at scale or when iClose is integrated with a CRM, used for sales conversations involving free text inputs, or processes transcripts of conversations that could contain sensitive data such as health or financial information. ### How do I implement iClose in a compliant way? Disable proactive triggers and persistent identifiers until consent is given, connect iClose to your Consent Management Platform, set a clear retention policy for transcripts, train agents to avoid sensitive questions, sign a DPA and declare iClose as a processor in your privacy and cookie policies. ### Are there alternatives to iClose? Yes. Crisp (France), Tawk.to with EU regions, Smartsupp (Czech Republic), Userlike (Germany) and LiveChat (Poland) are credible live chat alternatives, several of them hosted in the European Union which simplifies GDPR compliance. ### How do I update my cookie policy for iClose? List iclose\_session and iclose\_visitor with their purpose, type and duration, declare iClose as a processor, document hosting location and transfer mechanism, mention any proactive trigger or analytics module and offer a clear way to refuse non essential features. 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With built-in analytics and CRM integration, Sonetel Chat helps convert visitors into customers.](https://www.flowconsent.com/en/services/customer-support/sonetel-chat) [Preferences](https://www.flowconsent.com/en/services/customer-support/sonetel-chat) · ### [Yandex.Messenger](https://www.flowconsent.com/en/services/customer-support/yandex-messenger) [Yandex.Messenger 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. Yandex.Messenger integrates seamlessly with modern web architectures, ensuring reliable performance and compatibility across browsers and devices. 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