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Olark

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Olark is a US live chat platform operated by Habla Inc. Its JavaScript widget injects a chat box on the publisher site and sets first party cookies for session continuity. Used by European SMEs, online services and SaaS to qualify leads and answer customer questions in real time.

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Overview

What does Olark do?

What is Olark

Olark is a live chat platform operated by Habla Inc., headquartered in Ann Arbor, Michigan. The product targets SMEs, online services and B2B SaaS that need a lightweight chat widget with rules based proactive messages, agent inboxes, transcripts and integrations with HubSpot, Salesforce, Mailchimp and the Olark API.

Cookies and tracking technologies

The Olark widget sets several first party cookies on the publisher domain: olark-state (chat state), hblid (visitor identifier), wcsid (session identifier) and _okbk (preference snapshot). It also opens a WebSocket and XMPP connection to api.olark.com to relay messages in real time.

GDPR and ePrivacy implications

Habla Inc. acts as a processor under Article 28 GDPR. The widget cookies are dropped before any visitor interaction, so they fall outside the strictly necessary exemption of Article 5(3) ePrivacy. The CNIL, the DSK and the AEPD have explicitly warned that auto loaded chat widgets require consent.

Consent requirements

Prior, freely given, specific, informed and unambiguous consent is required before the Olark loader (static.olark.com/jsclient/loader.js) executes. A consent management platform should withhold the script tag until the visitor accepts the functional category. Olark also offers an API method to delete the cookies and end the session, useful when consent is later withdrawn.

Data transfers outside the EEA

Habla Inc. processes data on AWS us-east-1. Olark self certifies under the EU US Data Privacy Framework. Standard Contractual Clauses are included in the Olark DPA. Document this transfer in the record of processing activities and inform visitors in the privacy notice.

Practical compliance steps

Sign the Olark DPA, gate the chat widget behind a consent management platform, list olark-state, hblid, wcsid and _okbk in the cookie policy, document the US transfer under the EU US Data Privacy Framework, configure transcript retention to match your SLAs, mask sensitive fields in pre chat surveys and offer an alternative contact method for visitors who refuse consent.

Compliance

Olark and the GDPR

Olark 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
The Olark widget sets the olark-state cookie and a visitor identifier proactively when the chat box loads, which requires Article 6(1)(a) GDPR and Article 5(3) ePrivacy consent. The agent inbox processing relies on Article 6(1)(b) GDPR contract for the customer relationship.
Risk level
medium
Applicable regulations
GDPR, ePrivacy Directive, EU US Data Privacy Framework, national cookie laws (TTDSG, LCEN, LSSI)

Impact assessment (DPIA)

A DPIA is not generally required for Olark at SME scale. It becomes recommended when the chat box collects pre chat surveys with sensitive data, when Olark is integrated with CRM systems for visitor profiling, or when the publisher is in a regulated sector (health, finance).

Sample text for your banner

We use Olark to offer live chat on this website. Olark sets first party cookies (olark-state, hblid, wcsid) on your browser to keep your conversation context. The chat widget is loaded only with your consent. You can still contact us by email if you prefer not to enable chat cookies.
Cookies and trackers

What Olark sets and contacts

Tracking method
JavaScript chat widget that sets first party cookies and stores conversation state in localStorage; XMPP based real time messaging back to Olark servers
Server location
Olark (Habla Inc.) on AWS US infrastructure (us-east-1)
Data transferred outside the EU
Habla Inc., the company behind Olark, is established in the United States and processes chat data on AWS US East. Olark self certifies under the EU US Data Privacy Framework. Standard Contractual Clauses are included in the Olark Data Processing Addendum.

Cookies set (5)

NameTypeDurationPurpose
hblidhttp12 monthsHabla long term visitor identifier used by Olark to recognise returning visitors across sessions.
olfskhttp12 monthsOlark follow up cookie used to maintain the chat operator pairing across pages.
_okdetecthttpSessionDetects whether Olark is enabled on the page and stores temporary widget state.
_okhttpSessionOlark visitor session cookie used to maintain the active chat state during the visit.
_okbkhttpSessionBackup state cookie used by Olark to restore the chat session if the page reloads.

Third-party domains contacted (4)

  • olark.com
  • static.olark.com
  • logs.olark.com
  • rt.olark.com
Questions

Frequently asked questions about Olark

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Which cookies does the Olark widget set?

The Olark widget sets olark-state (chat state), hblid (visitor identifier), wcsid (session identifier) and _okbk (preference snapshot) as first party cookies under the publisher domain.

Does Olark require user consent?

Yes. The Olark widget cookies are dropped before any visitor interaction, outside the strictly necessary exemption. Prior, freely given, specific, informed and unambiguous consent under Article 5(3) ePrivacy is required before the Olark loader executes.

What legal basis applies to Olark?

The Olark widget cookies rely on Article 6(1)(a) GDPR consent. Habla Inc. acts as a processor under Article 28 GDPR for ticket and transcript data. The customer relationship and operational metrics rely on contract and legitimate interest.

Does Olark transfer data to the United States?

Yes. Habla Inc. is established in the United States and processes data on AWS us-east-1. Olark self certifies under the EU US Data Privacy Framework. Standard Contractual Clauses are included in the Olark DPA as an additional safeguard.

Is a DPIA required for Olark?

A DPIA is not required for Olark at SME scale. It becomes recommended when pre chat surveys collect sensitive data, when chat is integrated with CRM for profiling, or when the publisher operates in a regulated sector such as healthcare or finance.

How do I implement Olark compliantly?

Sign the Olark DPA, gate the chat widget behind a consent management platform, list olark-state, hblid, wcsid and _okbk in the cookie policy, document the US transfer, configure transcript retention to match your SLAs, mask sensitive fields in pre chat surveys and offer an alternative contact method.

Are there EU based alternatives to Olark?

EU based live chat alternatives include Crisp (France), Userlike (Germany), LiveAgent (Slovakia), Tidio (Poland), HelpCrunch (EU regions) and self hosted Chatwoot. All require their own cookie and consent assessment.

How do I update my cookie policy for Olark?

List olark-state, hblid, wcsid and _okbk with name, domain, duration and purpose in your cookie policy. Disclose the third country transfer to the United States and the EU US Data Privacy Framework certification, and link to the Olark privacy notice.

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