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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.
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.
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.
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.
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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.
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.
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.
Websites using Re:amaze must obtain user consent under GDPR regulations.
DPIA considerations
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 consent text
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?
Third-party domains contacted
reamaze.comreamaze.iocdn.reamaze.comCookies placed
| Name | Type | Duration | Purpose |
|---|---|---|---|
| reamaze visitor | Functional / tracking | 1 year | Identifies a returning visitor and links conversations |
| reamaze session | Functional | Session | Maintains the active chat and helpdesk session |
| reamaze analytics | Analytics | Persistent | Records visit and engagement data for support context |
Re:amaze uses cookies for user preferences — inform visitors with a consent banner.
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.
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.
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.
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.
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.
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.
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.
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.