AnsweredAssumed Answered

GDPR and website chat?

Question asked by Amy Goldfine Champion on Mar 8, 2018
Latest reply on Mar 8, 2018 by Darrell Alfonso

We're getting ready for GDPR, and just I did an audit of all entry points for data subjects into our systems. Glad I did that, because I had neglected to think about our website live chat! We use Intercom, but I imagine the scenario is the same for most web chat providers. Right now, our SDRs can create leads with a click of a button from a website chat conversation. That's obviously going to be an issue with GDPR.


All of Intercom's documentation is around their own privacy and security and I haven't seen anything written about how they're addressing this (I realize we'll also have to sign a DPA with them). We are scheduling a call with our rep soon, but I wanted to see if any of the rest of you have come across this scenario and how you're handling it with your chat provider.