> Podium's Webchat widget sets cookies and collects the visitor's phone number for SMS. Deploying it under the GDPR: consent, cookies, US transfers. > > Canonical: https://www.flowconsent.com/en/services/customer-support/podium Customer support # Podium Preferences · [Official website](https://www.podium.com) Podium is a United States based customer communication platform that brings webchat, business text messaging, online reviews and payments into a single inbox for local businesses. On a website it is deployed as a Webchat widget that sets cookies to identify the chat session and the visitor, and it captures the visitor name and phone number to continue the conversation by SMS. Because these cookies and the phone number are not strictly necessary to display the page, the widget must load and message only after the visitor has given consent. [Block Podium 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 2 - Third-party domains 3 - Servers United States. Podium Corp. hosts its customer communication platform and conversation data on cloud infrastructure in United States regions. There is no documented European Union data residency option, so webchat conversations, visitor identifiers and phone numbers are processed on United States infrastructure by default. Overview ## What does Podium do? ## **What Podium is** Podium is a customer communication platform based in the United States. It brings webchat, business text messaging, online reviews and payments together so that local businesses can talk to their customers from a single inbox. On a website, Podium is deployed as a Webchat widget that loads its code from Podium servers and renders a chat bubble in the corner of the page. ## **What data and cookies Podium collects** When a visitor opens the Webchat widget, Podium sets cookies that identify the chat session and the individual visitor so that the conversation can be maintained across page views. To continue the exchange, the widget invites the visitor to enter a name and a phone number, and the conversation then moves to SMS. The phone number, the name and the message content are personal data, and the widget reads and writes identifiers on the visitor device to keep the session alive. ## **GDPR and ePrivacy implications** The visitor name, phone number and chat content that Podium processes are personal data under the GDPR, because they relate to an identifiable person. Storing and reading the webchat and visitor cookies on the device also falls within Article 5(3) of the ePrivacy Directive, which the CNIL in France under the TDDDG, the German authorities under the TDDDG and the AEPD in Spain under the LSSI CE all enforce as a strict prior consent obligation for non essential trackers. Sending marketing or follow up messages by SMS additionally requires the recipient consent expected for direct marketing. ## **When consent is required** Consent is required before the Podium Webchat widget sets its cookies, because they are not strictly necessary for the visitor to receive the content of the page. That consent must be freely given, specific, informed and unambiguous, and it must be as easy to refuse as to accept. Until the visitor accepts, the widget should not write its cookies, and the visitor should give a separate, clear agreement before their phone number is used to continue the conversation by SMS. ## **Transfers of data to the United States** Podium processes conversations and visitor data on United States infrastructure, so European visitor data is transferred outside the European Economic Area. Such transfers require the EU Standard Contractual Clauses 2021/914 within the Podium Data Processing Addendum and a documented Transfer Impact Assessment that considers United States surveillance law, in line with the Schrems II ruling and the guidance of the European Data Protection Board. ## **Practical steps for compliant use** Gate the Podium Webchat widget behind your consent management platform so it fires only after the visitor accepts the relevant category. Describe Podium in your cookie policy, including the webchat and visitor cookies it sets and their lifetime. Collect a clear, separate consent for SMS follow up before you message the phone number provided. Sign the Podium Data Processing Addendum, complete a Transfer Impact Assessment and apply the shortest workable retention on conversation records and contact details. Compliance ## Podium and the GDPR Podium 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 Prior, freely given, specific, informed and unambiguous consent under Article 6(1)(a) GDPR is required, because the Webchat widget reads from and writes to the visitor terminal (session and visitor cookies) and because the visitor phone number and chat content are personal data. Article 5(3) of the ePrivacy Directive 2002/58/EC, transposed as Article 82 of the French Loi Informatique et Libertes and the TDDDG, section 25 of the German TDDDG and Article 22.2 of the Spanish LSSI CE, makes prior consent mandatory before the widget sets its cookies. A separate consent is required before the phone number is used to send SMS. Legitimate interest is not a valid basis for this non essential tracking. - Risk level medium - Applicable regulations GDPR, ePrivacy Directive 2002/58/EC, French TDDDG and CNIL guidelines on trackers, German TDDDG, Spanish LSSI CE and AEPD cookie guide, EDPB Schrems II Transfer Impact Assessment, EU Standard Contractual Clauses 2021/914 ### Impact assessment (DPIA) A Data Protection Impact Assessment is advisable when Podium Webchat is used at scale to capture visitor phone numbers and to continue conversations by SMS. Document the session and visitor cookies set by the widget, the visitor name, phone number and message content collected through the chat, the routing of conversations into the Podium inbox and connected tools, the transfer of data to the United States and the retention period applied to conversation records. Configure the widget so that it loads only after consent and collect a separate agreement before messaging the phone number. ### Sample text for your banner > We use Podium, a customer communication service operated by Podium Corp. (United States), to offer you webchat. Podium sets cookies to keep your chat session and stores the name and phone number you provide so we can continue the conversation by SMS. This data may be transferred to the United States under the EU Standard Contractual Clauses. Podium will only load if you click Accept. Cookies and trackers ## What Podium sets and contacts - Tracking method JavaScript Webchat widget loaded from Podium servers (connect.podium.com) and served through api.podium.com. Once embedded on a website, the widget renders a chat bubble and sets cookies that identify the chat session and the individual visitor. To continue the conversation, the widget captures the visitor name and phone number and moves the exchange to business text messaging (SMS). Podium can route these conversations into its shared inbox and connected review, payment and CRM tools. - Server location United States. Podium Corp. hosts its customer communication platform and conversation data on cloud infrastructure in United States regions. There is no documented European Union data residency option, so webchat conversations, visitor identifiers and phone numbers are processed on United States infrastructure by default. - Data transferred outside the EU Podium Corp. is a company incorporated in Utah, United States, and processes webchat conversations, visitor identifiers and phone numbers on United States based cloud infrastructure. European visitor data is therefore transferred to the United States and must be covered by the Podium Data Processing Addendum incorporating the EU Standard Contractual Clauses 2021/914, together with a Transfer Impact Assessment as required by the Schrems II ruling. ### Cookies set (2) | Name | Type | Duration | Purpose | | -------------------------------- | ------------------------- | --------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------- | | podium-website-widget-session-id | HTTP cookie (first party) | Session | Identifies the current Webchat session so that messages, step progression and the state of the chat are grouped together during a single visit. | | podium-website-widget-user | HTTP cookie (first party) | 12 months | Stores a persistent identifier for the visitor so Podium can recognise a returning visitor and link the conversation to a single person across Webchat sessions. | ### Third-party domains contacted (3) - `podium.com` - `connect.podium.com` - `api.podium.com` Questions ## Frequently asked questions about Podium Can't find your question? Write to us, we answer fast. [Write to us](https://www.flowconsent.com/en/demo) ### What cookies does Podium set? The Podium Webchat widget sets a session cookie that identifies the current chat session and a visitor cookie that identifies the individual visitor, so the conversation can continue across page views. It also stores the name and phone number you provide in the chat so the exchange can move to SMS. ### Do I need consent before loading Podium? Yes. The Podium Webchat widget performs non essential tracking and writes cookies to the visitor device, so under the ePrivacy rules you must obtain prior consent before it loads. The widget should stay blocked until the visitor accepts, and you need a separate consent before messaging the phone number by SMS. ### What is the legal basis for Podium? The valid legal basis is consent under Article 6(1)(a) GDPR, combined with the prior consent requirement of Article 5(3) of the ePrivacy Directive. Legitimate interest cannot be used for this non essential webchat tracking, and a further consent is expected before SMS marketing or follow up messages are sent. ### Does Podium transfer data to the United States? Yes. Podium hosts its platform on United States infrastructure, so European webchat conversations, visitor identifiers and phone numbers are transferred there. You need the EU Standard Contractual Clauses 2021/914 in the Podium Data Processing Addendum and a Transfer Impact Assessment to cover the transfer. ### Do I need a DPIA for Podium? A Data Protection Impact Assessment is recommended when Podium Webchat is used at scale to capture phone numbers and continue conversations by SMS. Assess the webchat cookies, the visitor name and phone number collected, the routing into connected tools and the United States transfer. ### How do I implement Podium compliantly? Load the Webchat widget only through your consent management platform after the relevant category is accepted, describe Podium in your cookie policy, sign the Data Processing Addendum and complete a Transfer Impact Assessment. Collect a separate consent for SMS follow up and apply a short retention period to conversations and contact details. ### Are there alternatives to Podium? Alternatives include Birdeye, Tidio, Intercom, Drift and LiveChat. They raise similar consent, cookie and transfer questions, so evaluate their hosting location and data processing terms before assuming any of them is lighter on privacy. ### How do I update my cookie policy for Podium? Add a dedicated entry that names Podium as the provider, lists the session and visitor cookies with their lifetimes, explains that the widget captures a name and phone number for SMS, and discloses the United States transfer and its safeguard. Keep the entry in step with your consent categories. 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