> How the Zadarma callback widget and cloud PBX process phone numbers, the cookies the widget sets, GDPR consent requirements and international call routing. > > Canonical: https://www.flowconsent.com/en/services/customer-support/zadarma Customer support # Zadarma Preferences · [Official website](https://zadarma.com) Zadarma is a European cloud telephony platform that supplies virtual phone numbers in over 100 countries, a cloud PBX, a CRM, click to call widgets and WebRTC softphones. On a publisher's website it usually appears as a small callback widget that prompts a visitor to leave their phone number; Zadarma then immediately rings the visitor and the call centre. Because the widget collects a phone number and may also enable call recording, it sits at the intersection of the GDPR, the ePrivacy Directive and national telecom rules. [Block Zadarma 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 4 - Third-party domains 5 - Servers European Union (Zadarma OU, Estonia and Cyprus) with PoPs in Frankfurt, London, Singapore, Sydney Overview ## What does Zadarma do? ## **What Zadarma is** Zadarma is a cloud telephony platform headquartered in Estonia with subsidiaries in Cyprus. It offers virtual phone numbers in more than 100 countries, a free cloud PBX, a built in CRM, click to call widgets and softphone applications. On a publisher website it usually surfaces as a small callback widget that lets visitors request an immediate phone call back from sales or support. ## **Data and cookies** The widget sets zd\_session for the current widget instance, zd\_visitor for cross visit recognition, zd\_lang for the language and zd\_cta for conversion analytics. Zadarma processes the phone number entered, the visitor IP, the User Agent, the timestamps of the request and the resulting call, the call duration and, if enabled, the audio recording. Call metadata is retained for billing for several years; recordings are retained as configured by the merchant. ## **GDPR, ePrivacy and telecom law** The callback widget cookies require prior consent under Article 5(3) ePrivacy. The outbound call relies on Article 6(1)(b) GDPR for the contract requested. Call recording is regulated separately and most EU jurisdictions require the consent of all parties, although Germany and France allow specific legitimate interest cases for B2B with a prior verbal notice at the beginning of the call. The widget is also subject to ePrivacy Article 13 marketing rules whenever the callback is used to push a sales pitch the visitor did not request. ## **International call routing** Zadarma's control plane runs on EU infrastructure but call media may transit Zadarma points of presence in Asia or the US for non EEA legs. Every international call therefore introduces a chain of carriers that can process the calling party number, the called number and the call duration as telecom metadata. Document this in the privacy notice especially for support lines that receive calls from outside the EEA. ## **Compliance steps** Gate the widget cookies behind the CMP. If call recording is enabled, play a clear opt in notice at the start of every call. Sign the Zadarma DPA. List Zadarma OU and the call routing carriers in the privacy notice. Limit retention to what billing requires. Train your agents to flag any sensitive information disclosed by the caller and to never store it outside the CRM's expected fields. Compliance ## Zadarma and the GDPR Zadarma 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) GDPR) for the callback widget cookies and the call recording; contract performance (Art. 6(1)(b) GDPR) for the call routing requested by the user - Risk level high - Applicable regulations GDPR, ePrivacy Directive, EECC (European Electronic Communications Code), national telecom laws on call recording ### Impact assessment (DPIA) Zadarma processes phone numbers, call metadata (caller, callee, duration, time, route), optional call recordings, IP address of the web caller and a persistent widget cookie. Key DPIA considerations: (1) phone number is a direct identifier and call recordings can contain special categories of data (health, opinions); (2) Zadarma defaults to EU data centres but international call routing transits carriers in third countries; (3) call recording requires consent from all parties in most EU jurisdictions (two party consent in France, Germany, Spain; legitimate interest exceptions exist for B2B with prior notice); (4) the callback widget triggers an outbound call that must respect ePrivacy Article 13 for direct marketing; (5) integration with the Zadarma CRM creates a unified profile across calls, emails and tickets that the publisher should expose under the right of access. A DPIA is recommended whenever call recording is on, when the callback widget is used at scale or when the integration feeds a CRM with profiles. ### Sample text for your banner > Our callback widget is powered by Zadarma (Zadarma OU, Estonia). When you enter your phone number, Zadarma rings you and us at the same time so we can talk. Your number, the time of the request, your IP address and the call metadata are processed by Zadarma in the European Union. If we record the call, you will hear a notice at the beginning and you can refuse to be recorded. You can also refuse the widget cookies in the cookie banner; the form will still work but we will not remember your number on a return visit. Cookies and trackers ## What Zadarma sets and contacts - Tracking method JavaScript callback widget plus REST API and SIP/WebRTC (cloud VoIP and virtual PBX) - Server location European Union (Zadarma OU, Estonia and Cyprus) with PoPs in Frankfurt, London, Singapore, Sydney - Data transferred outside the EU Zadarma is operated by Zadarma OU, registered in Estonia, with additional entities in Cyprus. The platform routes calls through a global network of points of presence (Frankfurt, London, Hong Kong, Singapore, Sydney, Los Angeles). For European customers, signaling and recording servers default to EU data centres, but inbound calls from outside the EEA and outbound calls to non, EEA numbers transit international SIP carriers. Transfers to such carriers rely on Standard Contractual Clauses where applicable and on the implicit carrier responsibilities under national telecom law. ### Cookies set (4) | Name | Type | Duration | Purpose | | ----------- | ------------------ | -------- | ------------------------------------------------------------------------------------------------------------------------------ | | zd\_session | Strictly necessary | Session | Identifies the active callback widget session so that the visitor's input is matched with the right outbound call request. | | zd\_visitor | Marketing | 1 year | Persistent visitor identifier that lets the callback widget remember a returning visitor and pre, fill the phone number field. | | zd\_lang | Functional | 6 months | Stores the preferred display language for the callback widget. | | zd\_cta | Analytics | 90 days | Aggregated analytics on which call to action triggered the widget, used to compute conversion rates. | ### Third-party domains contacted (5) - `zadarma.com` - `my.zadarma.com` - `api.zadarma.com` - `callback.zadarma.com` - `webphone.zadarma.com` Questions ## Frequently asked questions about Zadarma Can't find your question? Write to us, we answer fast. [Write to us](https://www.flowconsent.com/en/demo) ### Which cookies does Zadarma set? zd\_session (strictly necessary, session), zd\_visitor (marketing, 1 year, persistent visitor identifier), zd\_lang (functional, 6 months, language) and zd\_cta (analytics, 90 days, conversion attribution). All on Zadarma domains. ### Do I need consent for Zadarma cookies? Yes for zd\_visitor and zd\_cta. zd\_session and zd\_lang can be loaded as strictly necessary or functional. Call recording, when enabled, requires its own consent independent of the cookies. ### What legal basis applies? Contract performance (Article 6(1)(b) GDPR) for the callback the user requested, consent (Article 6(1)(a)) for marketing cookies and call recording, legitimate interest (Article 6(1)(f)) for fraud prevention and quality monitoring in specific B2B contexts. ### Is data transferred outside the EU? The control plane stays in the EU but international call media may transit Zadarma points of presence in Asia or the US for non EEA legs. Telecom metadata is processed by every carrier on the path. ### Is a DPIA required? Recommended whenever call recording is on, the callback widget is used at scale, or the CRM integration aggregates call records with other personal data. ### How do I implement Zadarma compliantly? Block marketing and analytics cookies behind the CMP. Play a clear recording opt in notice. Sign the Zadarma DPA. Limit retention. List Zadarma OU and the routing carriers in the privacy notice. Train agents on sensitive data handling. ### Are there European alternatives? Yes : Aircall (France), Ringover (France), Nfon (Germany), 3CX (Cyprus), Sipgate (Germany), Wildix (Italy). Most offer EU only data residency and EU based call recording. ### How should I update my cookie policy? List zd\_session, zd\_visitor, zd\_lang and zd\_cta with domain, duration and purpose. 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