Privacy, transparency, security and compliance are chatinstead’s core values. Therefore, we support our customers’ abidance by EU data protection requirements, including those defined in the General Data Protection Regulation (“GDPR”), which became enforceable on 25/05/2018.

What is GDPR?

The General Data Protection Regulation (GDPR) (Regulation (EU) 2016/679) is a regulation which allows the European Commission, the European Parliament and the Council of the European Union to enhance and unify data protection for all individuals within the European Union (EU).

To Whom Does the GDPR Apply?

An EU citizen’s personal data can be collected while using chatinstead services by means of the creation of a database of contacts, their personal information and business dealings with them (i.e. a Customer Relationship Management software). Not all customers will be defined as “data subjects”, as data subjects are only individuals. The GDPR does not apply to customers such as businesses or government organizations.

How are chatinstead services impacted by GDPR?

Whether you are an existing chatinstead customer or searching for a fully-managed live chat partner, you will understand that carefully executed live chat is as strong asset for your company, as well as for your clients. In addition to providing a fully managed live chat solution for your website, chatinstead enables customers to communicate directly with your organisation, which is now just one click away.

In order to achieve its primary goal, that is to increase conversions on your website – whether it be by lead generation, increased sales or state of the art online customer service – chatinstead proactively collects contact information and other details from potential or existing clients and forwards that data directly to our customers.

What type of data is collected?

In the course of a live chat we collect a visitor’s personal data such as their name, address, phone number and email address, as well as the nature of their interest, e.g. the type of product or service they are interested in and any other relevant information. This information is sent to you directly via email.

Moreover, details such as the visitor’s geo-location and IP address are detected and, if the same visitor revisits the site, the software can recognize them and retrieve any previous written data.

Chatinstead is a fully-managed live chat service provider, hence it falls into two categories; apart from being a “data controller” – or “data exporter” – we are also a “data processor” – or “data importer” – since we collect and process data for customers who pay for our services.

How does chatinstead makes sure that live chat users opt in?

The visitor’s personal information is obtained by means of their response to requests by our live chat agents during the live chat engagement. As legitimate interest, visitors hold the assumption that their data will be used only by representatives of the website where the chat took place to contact them about the subject of their chat conversation and nothing else. This data is sent to you so it can be processed like other personal data.

It is important to ensure that your organisation is also implementing GDPR on behalf of your customers. You can find useful information about GDPR here.

Is chatinstead GDPR compliant?

Yes, chatinstead is fully GDPR compliant.

How is chatinstead making sure that complies with GDPR?

Data protection and abidance by all regulatory, contractual and statutory requirements are chatinstead’s core values. We have worked both internally and with our suppliers and took all the necessary steps towards protecting the interests, property and data of our own company, as well as those of our customers, against threats or loss.

Here at chatinstead, we have reviewed our policies and procedures to make sure we maintain abidance by the new regulations and we work exclusively with suppliers who provide best-in-class services and abide by GDPR.

What can chatinstead do to help your company regarding GDPR?

Our team of professionals will always do whatever it can to help you with GDPR compliancy. We can inform you about:

  1. the kind of data collected during a live chat conversation related to your company so you can correctly advise your clients,
  2. where data is saved and how the client can request its erasure, and
  3. the procedures that we use for processing and securing live chat data.


For any additional questions, please don’t hesitate to send us an email at