Privacy

Businesses sign up for a workspace. Visitors are the people who chat with those businesses on their websites. For visitor data, the business that runs the website decides what is collected and how it is used; we store and process it for them.

• Company name and Help Center address.
• Name, email and password of each admin and agent. Passwords are stored only as a one-way hash.
• The content the team creates: tickets, replies, notes, saved replies and Help Center articles.

• Chat messages and files sent in the chat, and anything entered in the business’s pre-chat form (such as name, email or order number).
• Technical details sent with every web request: IP address, browser and device, language, time zone, screen size, the page the chat started on and the pages viewed during the visit.
• Ratings and survey answers the visitor chooses to give.

Typing preview. While a visitor types in the chat, the business’s agents see the text as it is written, before it is sent. This preview is passed on live and is not stored; only messages the visitor actually sends are saved.

Calls. Voice and video calls and screen sharing run directly between the browsers where possible. We do not record them; the chat only notes that a call took place and how long it lasted.

On websites where the business has heatmaps switched on, the chat script records where visitors click, where they stop scrolling, how far down the page they get, and a short label of what was clicked (for example “button: Add to cart”).

• It also records the visitor's IP address and a pseudonymous visitor id, so the business can see one visitor's heatmap, for example next to a chat with them.
• While a visitor has a chat open, their scroll position and pointer position are passed live to the agents answering, so they can see which part of the page the visitor is on. These positions are not stored.
• It never records what visitors type or the contents of form fields.
• If the business switches on session recordings, a share of visits is recorded so the business can replay how the page was used: what appeared on screen, scrolling, mouse movement and clicks. Everything typed into form fields is hidden in the recording, and the business can hide all text or any part of its pages. Recordings are deleted after 30 days by default (at most 90).
• It does not run when the browser sends a Do Not Track or Global Privacy Control signal.
• Heatmap data is deleted automatically after 90 days, and the business can switch recording off or clear it at any time.

A business can connect the chat to its own Google Analytics and Meta (Facebook) Pixel. When it does, the chat script reads the analytics and advertising identifiers that the business's own website has already set (the Google Analytics client ID, the Facebook browser ID, ad click IDs such as gclid or fbclid, and UTM campaign tags), stores them with the chat, and reports chats, leads and bookings to that business's Google Analytics and Meta accounts. Email addresses and phone numbers sent to Meta are hashed first. It does not run when the browser sends a Do Not Track or Global Privacy Control signal. The business is responsible for asking its visitors' consent for these cookies.

• hd_session: a cookie that keeps a business’s team members signed in. It is only set after signing in.
• In the chat window, browser storage remembers the visitor (so a conversation continues across pages), the name and email they entered, and which automatic chat invitations they have already seen.
• For the length of a browser session, the chat script remembers whether heatmaps are switched on and the visitor's pseudonymous heatmap id.

We do not use advertising cookies, and we do not sell data.

Chats, tickets and contacts are kept until the business deletes them or closes its workspace; closing a workspace deletes everything in it. Heatmap data is kept for 90 days.

If you chatted with a business that uses Helpdesk, contact that business first: they control your data and can view, correct or delete it. You can also contact us through the details on this website.