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JivoChat

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JivoChat is a live chat and business messenger widget that lets websites talk to visitors in real time. It loads JavaScript on the page, sets cookies, and processes chat content, IP addresses and visitor behaviour, which makes it a non essential tool requiring consent in the EU.

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Overview

What does JivoChat do?

What JivoChat is

JivoChat is a live chat and business messenger widget that businesses embed on their websites to talk to visitors in real time. The widget loads a JavaScript snippet that renders a chat window, connects to JivoChat servers, and can also route messages from email, social channels and phone into one operator interface.

Data and cookies collected

JivoChat sets cookies to maintain the chat session, identify returning visitors and remember widget state. It processes the content of conversations, the visitor IP address, browser and device information, the pages viewed and on site behaviour. This is personal data under the GDPR because visitors can be singled out and tracked across a session.

GDPR and ePrivacy implications

Because the widget stores and reads cookies that are not strictly necessary to deliver a service the visitor explicitly requested, the ePrivacy Directive requires prior consent before they are placed. The associated processing of chat content and behavioural data must also have a valid GDPR legal basis and be disclosed in your privacy notice.

Consent requirements

In practice you should obtain freely given, specific and informed consent before the JivoChat script loads and sets cookies. The widget should be blocked behind your consent banner so that no cookies are written and no data is sent until the visitor accepts the chat or marketing category.

Data transfers outside the EU

JivoChat operates globally and chat data, IP addresses and visitor identifiers may be processed on infrastructure outside the EEA, including the United States. Such transfers need an appropriate safeguard, typically Standard Contractual Clauses, supported by a transfer impact assessment and clear information to visitors in your privacy policy.

Practical compliance steps

Sign a data processing agreement with JivoChat, load the widget only after consent, document the processing in your records, configure data retention for chat transcripts, list JivoChat cookies in your cookie policy, and inform visitors about international transfers and their rights.

Compliance

JivoChat and the GDPR

JivoChat 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 for the non essential chat and tracking widget
Risk level
medium
Applicable regulations
GDPR, ePrivacy Directive

Impact assessment (DPIA)

A full DPIA is usually not mandatory for a standard chat widget, but document the processing in your records and assess risk if chats capture sensitive data, if behavioural tracking is extensive, or if transfers outside the EEA are involved.

Sample text for your banner

We use JivoChat to provide live chat support. This sets cookies and may transfer your chat content and IP address to JivoChat outside the EU. Do you accept the chat service?
Cookies and trackers

What JivoChat sets and contacts

Tracking method
JavaScript chat widget that sets browser cookies and loads from JivoChat servers
Server location
Global infrastructure with servers in the EU and the United States
Data transferred outside the EU
Chat data, IP addresses and visitor identifiers may be processed on JivoChat infrastructure outside the EEA, including the United States, relying on Standard Contractual Clauses.

Cookies set (3)

NameTypeDurationPurpose
jv_visitor_idFunctional / tracking1 yearIdentifies a returning visitor across chat sessions
jv_sessionFunctionalSessionMaintains the active chat session state
jv_enter_tsAnalyticsPersistentRecords visit timing and chat engagement behaviour

Third-party domains contacted (3)

  • jivosite.com
  • jivochat.com
  • node.jivosite.com
Questions

Frequently asked questions about JivoChat

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What cookies does JivoChat set?

JivoChat typically sets cookies such as a visitor identifier, a session cookie and timing cookies to keep the chat working, recognise returning visitors and remember the widget state. The exact names can vary by configuration.

Do I need consent to use JivoChat?

Yes. The widget sets non essential cookies and processes behavioural data, so under the ePrivacy Directive and the GDPR you must obtain prior consent before it loads.

What is the legal basis for JivoChat?

The appropriate legal basis is consent under Article 6(1)(a) GDPR, since the chat widget and its cookies are not strictly necessary and are loaded at the visitor's choice.

Does JivoChat transfer data to the United States?

It can. JivoChat operates globally and chat data and IP addresses may be processed outside the EEA, including the US, which requires safeguards such as Standard Contractual Clauses.

Do I need a DPIA for JivoChat?

A full DPIA is usually not mandatory for a standard chat widget, but you should assess the risk and carry one out if chats handle sensitive data or involve large scale behavioural tracking.

How do I implement JivoChat compliantly?

Block the widget behind your consent manager, load it only after consent, sign a data processing agreement, set retention limits and disclose the processing and transfers in your privacy and cookie policies.

What are the alternatives to JivoChat?

Alternatives include EU hosted live chat tools and self hosted chat solutions that keep data within the EEA, which can reduce transfer concerns. You still need consent for non essential cookies.

How should I update my cookie policy for JivoChat?

List the JivoChat cookies, their purpose and duration, name JivoChat as a recipient, explain that data may be transferred outside the EU and describe how visitors can withdraw consent.

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