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Customer support

Re:amaze

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Re:amaze is a customer support helpdesk with an integrated live chat widget. It loads JavaScript, sets cookies for session and visitor tracking, and processes contact details, conversation content and IP addresses. As a US based tool it triggers consent and international transfer obligations in the EU.

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Overview

What does Re:amaze do?

What Re:amaze is

Re:amaze is a customer support platform that combines a helpdesk, a shared inbox and an embeddable live chat widget. Businesses add a JavaScript snippet to their website so visitors can start conversations, browse help articles and receive replies, while support agents manage tickets from email, chat and social channels in one place.

Data and cookies collected

The widget sets cookies for the chat session and to recognise returning visitors. Re:amaze processes contact details such as name and email, the content of support conversations, the visitor IP address, browser and device data and pages viewed. This is personal data under the GDPR and can include account or order information shared during support.

GDPR and ePrivacy implications

The tracking and chat cookies are not strictly necessary for a service the visitor explicitly requested, so the ePrivacy Directive requires prior consent. The processing of contact and conversation data must rest on a valid GDPR legal basis and be described transparently in your privacy notice, with a data processing agreement in place.

Consent requirements

Load the Re:amaze widget only after the visitor has given freely given, specific and informed consent for the chat and tracking category. Until consent is given, the script should be blocked so that no cookies are written and no visitor data is transmitted to Re:amaze servers.

Data transfers to the United States

Re:amaze is a US based service operated under GoDaddy, so contact data, conversation content and IP addresses are transferred to the United States. These transfers need a valid mechanism, such as the EU US Data Privacy Framework or Standard Contractual Clauses, plus a transfer impact assessment and clear disclosure to data subjects.

Practical compliance steps

Sign a data processing agreement with Re:amaze, gate the widget behind consent, confirm the transfer mechanism for US processing, set retention periods for tickets and transcripts, list the cookies in your cookie policy and inform users about transfers and their rights.

Compliance

Re:amaze and the GDPR

Re:amaze 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 chat and tracking widget
Risk level
medium
Applicable regulations
GDPR, ePrivacy Directive

Impact assessment (DPIA)

A full DPIA is generally not required for a standard helpdesk and chat widget, but document the processing and assess risk where support conversations include sensitive data, where visitor tracking is extensive, or because of the systematic transfer of personal data to the United States.

Sample text for your banner

We use Re:amaze to provide support chat and helpdesk features. This sets cookies and may transfer your messages and IP address to Re:amaze in the United States. Do you accept the support service?
Cookies and trackers

What Re:amaze sets and contacts

Tracking method
JavaScript helpdesk and live chat widget that sets browser cookies and loads from Re:amaze servers
Server location
United States (Re:amaze, a GoDaddy company)
Data transferred outside the EU
Contact details, conversation content, IP addresses and visitor identifiers are processed on US infrastructure, requiring Standard Contractual Clauses or the EU US Data Privacy Framework.

Cookies set (3)

NameTypeDurationPurpose
reamaze visitorFunctional / tracking1 yearIdentifies a returning visitor and links conversations
reamaze sessionFunctionalSessionMaintains the active chat and helpdesk session
reamaze analyticsAnalyticsPersistentRecords visit and engagement data for support context

Third-party domains contacted (3)

  • reamaze.com
  • reamaze.io
  • cdn.reamaze.com
Questions

Frequently asked questions about Re:amaze

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What cookies does Re:amaze set?

Re:amaze sets cookies for the chat session, to recognise returning visitors and to link conversations to a person. The exact cookie names depend on your configuration and the channels enabled.

Do I need consent to use Re:amaze?

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

What is the legal basis for Re:amaze?

Consent under Article 6(1)(a) GDPR is appropriate for the widget and its cookies. Handling an ongoing support request that a user starts can also rely on legitimate interest or contract, but the tracking widget itself needs consent.

Does Re:amaze transfer data to the United States?

Yes. Re:amaze is a US based service operated under GoDaddy, so contact details, conversation content and IP addresses are processed in the US, requiring the Data Privacy Framework or Standard Contractual Clauses.

Do I need a DPIA for Re:amaze?

A full DPIA is usually not mandatory, but it is advisable where support conversations routinely include sensitive data or where tracking and US transfers create higher risk.

How do I implement Re:amaze compliantly?

Gate the widget behind your consent manager, load it only after consent, sign a data processing agreement, confirm the US transfer mechanism, set retention periods and disclose everything in your privacy and cookie policies.

What are the alternatives to Re:amaze?

Alternatives include EU hosted helpdesk and live chat platforms that keep data within the EEA, which can simplify transfer compliance. Consent for non essential cookies is still required.

How should I update my cookie policy for Re:amaze?

List the Re:amaze cookies with their purpose and duration, name Re:amaze and GoDaddy as recipients, state that data is transferred to the US and explain how visitors withdraw consent.

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