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Live Chat Privacy Policy

1. Introduction

1.1. Visitor Chat LTD is committed to safeguarding the privacy of our Visitor Chat service users; in this policy we explain how we will handle your personal data.

1.2. Visitor Chat is a data Processor. ‘Processing’ data means doing any of the following with the information:

  • • obtaining it;
  • • recording it;
  • • storing it;
  • • updating it; and
  • • sharing it

‘Personal information’ means any detail about a living individual that can be used on its own, or with other data, to identify them.

1.3. Visitor Chat processes data on behalf of its Clients who will be the organisation (s) whose website has Visitor Chat installed on. These Clients are the Data Owners. By using a website with Visitor Chat installed and agreeing to the websites cookie policy you consent to our use of cookies, collection of behavioural data and personal information in accordance with the terms of this policy.

2. How we use your personal data

2.1. In this Section 2 we have set out:

  • (a) the general categories of personal data that we may process;
  • (b) in the case of personal data that we did not obtain directly from you, the source and specific categories of that data;
  • (c) the purposes for which we may process personal data; and
  • (d) the legal bases of the processing.

2.2. If you visit a website with Visitor Chat installed we may process anonymous data about your use of it (“usage data”). The usage data may include your, geographical location, browser type and version, operating system and referral source. We may also process anonymous data about your behaviour on a website which has Visitor Chat installed (“Behavioural data”). The behavioural data may include the length of your visit, the pages you have viewed and how you have navigated through these pages during your session on the site. This data may be processed for the purposes of analysing the use of our website or any website that uses our services.
This usage and behavioural data is obtained using cookies. Cookies are most commonly used to track website activity. When you visit websites that have Visitor Chat installed, the server gives you a cookie that acts as your identifier. Upon each return visit to that site, your browser passes that cookie back to our server.
Should you decide to block cookies, our service may not be available to you. Most browsers will allow you to automatically block these types of cookies. Please refer to your browser’s privacy setting for more information.

2.3. If you submit your PII (“personally identifiable information”), either in a form submission, live chat, text, or any other means of digital communication, your personal information may be retained, used and attributed to your Behavioural data and User data. The personal information could include a phone number, name, email address or address.
After a live chat interaction, should you revisit the same website using the same device, you are not automatically re-identified and are freely able to browse the site anonymously. Should you re-enter into live chat with an operator, as before, your previous communications, current session usage and current session behavioural data will be attributed to the new interaction.
The legal basis for this processing is our legitimate interests, namely monitoring and improving our services, to better understand how visitors use websites with Visitor Chat installed, to give continuance to previous and ongoing communications and to offer a customized experience to the visitor should they engage in communication with an operator.

2.4. Under any circumstances, please do not supply any other person’s personal data or your own personal data to us, unless we prompt you to do so.

2.5. We may process client account data (“client account data”). The account data may include your name, company name and email address. The source of the account data is you or your employer. The account data may be processed for the purposes of, providing our services, ensuring the security of our website and services and communicating with you. The legal basis for this processing is both by your consent and our legitimate interests, namely the proper administration of our business.

2.6. We may process client information that you provide to us for the purpose of subscribing to our email notifications and/or newsletters (“Client notification data”). The notification data may be processed for the purposes of sending you the relevant update notifications and/or newsletters.

3. Providing your personal data to others

3.1. Unless requested otherwise within the chat on the Visitor Chat chat box, we do not share any personal information with any third party except for the Clients (this may include third party service providers and data processors of the company) whom Visitor Chat is providing the service to and the visitor has submitted personal information to. Visitor Chat will obtain consent (collected during a chat interaction with you) to send your chat contact information (PII) to its customers (our clients) for the purpose outlined by you during a chat interaction with us. (Consent is achieved in recorded, text format.)

3.2. We may disclose your personal data where such disclosure is necessary for compliance with a legal obligation to which we are subject, or in order to protect your vital interests or the vital interests of another natural person. We may also disclose your personal data where such disclosure is necessary for the establishment, exercise or defence of legal claims, whether in court proceedings or in an administrative or out-of-court procedure.

3.3 Any request you make for contact to be made to you by our Clients (or indeed their clients) will be considered as a request to the Data Owner. The Data Owner may then request us as the Data Processor to pass your details on either within their organisation or to any other organisation that you may have requested contact from. This data will be shared under the control of the Client’s Privacy Policy which will be available on their website. Nothing in your request will be considered as empowering the Client or their clients as giving wider marketing privileges to yourself other that the right to make direct contact in respect of your request,

4. International transfers of your personal data

4.1. In this Section 4, we provide information about the circumstances in which your personal data may be transferred to countries inside or outside the European Economic Area (EEA).

4.2. The European Commission has made an “adequacy decision” with respect to the data protection laws. As a result, from their findings, data transfers outside of the UK will be restricted to information that contains no personally identifiable data. Personal data is hereby restricted to the EU/UK only.

4.3. The hosting facilities for our website and database are situated in Ireland, a member state of the European Union. All Data is securely stored with amazon AWS and encrypted by SSL (TLS 256bit Keys – provided by Comodo CA Limited).

5. Retaining and deleting personal data

5.1. This Section 5 sets out our data retention policies and procedure, which are designed to help ensure that we comply with our legal obligations in relation to the retention and deletion of personal data.

5.2. Personal data that we process for any purpose or purposes shall not be kept for longer than is necessary for that purpose or those purposes.

5.3. We will retain your personal data as follows:

  • (a) For a minimum period of three months following collection
  • (b) For a maximum period of the length of the contract with the client and three months.

5.4. Notwithstanding the other provisions of this Section 5, we may retain your personal data where such retention is necessary for compliance with a legal obligation to which we are subject, or in order to protect your vital interests or the vital interests of another natural person.

6. Amendments

6.1. We may update this policy from time to time by publishing a new version on our website.

6.2. You should check this page occasionally to ensure you are happy with any changes to this policy.

6.3. We may notify you of changes to this policy by email or through the private messaging system on our website.

7. Your rights

7.1. You may withdraw consent to the collection, use or disclosure of your Personal Information at any time by contacting us (contact details below).

7.2. You may instruct us to provide you with any personal information we hold about you; provision of such information will be subject to:

  • (a) the first copy will be provided free of charge (unless the request is manifestly unfounded or excessive so a reasonable fee would apply). Additional copies may also be subject to a reasonable fee.
  • (b) the supply of appropriate evidence of your identity (for this purpose, we will usually accept a photocopy of your passport certified by a solicitor or bank plus an original copy of a utility bill showing your current address).

7.3. We may withhold personal information that you request to the extent permitted by law.

8. Our details

8.1. Visitor Chat LTD

We are registered in England and Wales under registration number 09804738, and our registered office is at:

Avon Building




8.1. You can contact us:

  • (a) by post, to [the postal address given above];
  • (b) using our website contact form;
  • (c) by telephone, on 02382 350130 or
  • (d) by email, using [email protected]

9. Data protection officer

9.1. Our data protection officer’s contact details are available upon request.