Virtual Chat
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.
What does Virtual Chat do?
What is Virtual Chat?
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.
GDPR and live chat
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.
Practical compliance steps
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.
Virtual Chat and the GDPR
Virtual Chat 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 (Art. 6(1)(a)) for chat initiation and cookie placement. Legitimate interest (Art. 6(1)(f)) may apply for proactive chat invitations for business purposes.
- Risk level
- medium
- Applicable regulations
- GDPR, ePrivacy Directive
Impact assessment (DPIA)
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 text for your banner
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.
What Virtual Chat sets and contacts
- Tracking method
- Live chat widget, cookie-based visitor tracking, chat transcript storage, operator management
- Server location
- Varies by deployment
Cookies set (4)
| 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. |
Third-party domains contacted (3)
www.virtualchat.comapi.virtualchat.comcdn.virtualchat.com
Frequently asked questions about Virtual Chat
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What cookies does Virtual Chat set?
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.
Is consent required to use Virtual Chat?
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.
What is the legal basis for using Virtual Chat?
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.
Does Virtual Chat transfer data to third countries?
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.
Is a DPIA required for Virtual Chat?
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.
How do I implement compliance with Virtual Chat?
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.
Are there privacy friendly alternatives to Virtual Chat?
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.
How do I update my cookie policy for Virtual Chat?
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.
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