Note: If you have questions regarding GDPR, you will need to review our documentation here. This article is merely a walk through of features, and cannot speak to GDPR compliance.
You may want to collect consent when a new EU user submits a ticket via the widget. We walk you through how our features work, and in what scenarios.
Who will see Consent Dialogue
New EU users (based on user’s IP) that interact with contact widget and manually enter their own email address (i.e. you are not passing their email address for them via Identify).
What Users Will See
When a user submits a ticket in the widget, they will be prompted to accept the ToS and consent for their email address, name and IP to be stored. If they do not give consent, they will not be able to proceed.
Common Questions
Q: What about users who submit a ticket via email?
A: Sending in an email with their information is considered giving consent. If you have questions regarding GDPR, please refer to our GDPR documentation.
Q: What is the wording you use in the consent dialogue?
Q: What is the wording you use in the consent dialogue?
A: "I agree to the storage of my email address, name and IP address. This information and any feedback I provide may be used to inform product decisions and notify me about product updates (you can opt-out at any time)."
Q: Can I customize or add to the consent dialogue?
A: No, not at this time.
Q: Why aren’t my EU users seeing the consent dialogue?
A: Common Reasons:
A: No, this only applies for new users. If you need to collect consent retroactively, you will need to do this on your end.
A: Common Reasons:
- Are you using SSO? You and your team are responsible for collecting consent. HelpDesk consent dialogue will not show.
- Are you passing an email address for the user (like with .identify)? You and your team are responsible for collecting consent. HelpDesk consent dialogue will not show.
- If you are using custom design like CSS, ensure your design team has not hidden part of the dialogue with their styles.
- If the above don’t apply, ensure they are coming from an EU IP address. The consent dialogue will only show to users who are coming from an EU IP.
A: No, this only applies for new users. If you need to collect consent retroactively, you will need to do this on your end.