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Virtual Chat is a live chat solution for websites that enables real-time visitor support. It sets cookies to identify returning visitors and stores chat transcripts containing personal information shared during conversations. Consent is required for the chat cookie. Chat data must be handled in accordance with GDPR data retention principles.
Virtual Chat is a live chat solution enabling real-time website visitor support. It provides chat widget embedding, operator management, chat history, and visitor tracking. Visitors can initiate chats and operators respond in real time.
Live chat involves personal data in the chat transcript itself — names, email addresses, account details, and any other information shared during conversations. Consent is required for the chat identification cookie. Transcripts must be retained only as long as necessary, and users must be able to request deletion.
Obtain consent before loading the chat widget. Define and implement chat transcript retention limits. Provide privacy notice before or at chat initiation. Implement transcript deletion process for erasure requests. Sign DPA with Virtual Chat. Disclose in your privacy policy.
Websites using Virtual Chat must obtain user consent under GDPR regulations.
DPIA considerations
A DPIA may be required for live chat systems processing sensitive topics (health, legal, financial) or large volumes of chat interactions containing personal data.
Sample consent text
This website uses Virtual Chat for live customer support. Accepting the chat sets a cookie to identify your session. Chat conversations may be stored. See our privacy policy for details.
Third-party domains contacted
www.virtualchat.comapi.virtualchat.comcdn.virtualchat.comCookies placed
| Name | Type | Duration | Purpose |
|---|---|---|---|
| vc_session | functionality | Session | Maintains the live chat session state between the visitor and the support operator. |
| vc_visitor_id | functionality | 1 year | Assigns a persistent visitor identifier to maintain chat history and recognise returning visitors. |
| vc_chat_status | functionality | Session | Tracks whether the chat window is open, minimised, or closed to preserve widget state across page navigation. |
| vc_analytics | analytics | 6 months | Collects usage metrics on chat interactions, response times, and visitor engagement for operator reporting. |
Virtual Chat uses cookies for user preferences — inform visitors with a consent banner.
Virtual Chat sets cookies to manage chat sessions, store conversation history, and identify returning visitors. These typically include a session identifier, a visitor tracking cookie, and preferences for chat widget settings. Some implementations also set analytics cookies to measure chat engagement and response times.
Yes, consent is generally required before loading Virtual Chat on your website. The chat widget sets non essential cookies for visitor identification and tracking. Under the ePrivacy Directive, only cookies strictly necessary for a service explicitly requested by the user are exempt from consent.
If the chat is initiated by the visitor, session cookies may qualify as strictly necessary under Article 5(3) of the ePrivacy Directive. However, visitor tracking cookies and analytics require consent under Article 6(1)(a) GDPR. Pre loaded chat widgets that set cookies before user interaction require prior consent.
Depending on the provider's infrastructure, chat data including conversation content and visitor identifiers may be processed outside the EEA. Verify the data processing locations with your Virtual Chat provider and ensure Standard Contractual Clauses or other appropriate safeguards are in place.
A DPIA is recommended if Virtual Chat processes large volumes of visitor data, uses automated chatbots for decision making, or combines chat data with other profiling activities. Standard live chat usage with limited data retention generally does not require a mandatory DPIA.
Load the Virtual Chat widget only after obtaining consent through your cookie banner. Configure the chat to minimize data collection by disabling unnecessary tracking features. Ensure conversation logs are retained only as long as necessary and provide visitors with access to their chat history upon request.
Consider self hosted chat solutions like Rocket.Chat or Chatwoot that keep all data on your servers. Open source alternatives allow full control over data processing and storage locations. Some providers also offer EU hosted instances specifically designed for GDPR compliance.
Add Virtual Chat to your cookie policy listing all cookies it places, including session identifiers, visitor tracking cookies, and chat preference storage. Specify their purposes, durations, and whether they are first party or third party. Mention that chat conversations may be stored and processed by the service provider.