Messages & forms

Ask visitors to agree before they start chatting

The privacy message puts a short notice in the chat with an Accept and a Decline button. Acceptance is required before the chat can be used.

This is for you if your privacy policy, or GDPR, means you need a clear consent step before a visitor sends you anything. You write the notice once and it applies to your chat.

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Step by step

Write your notice

Go to Settings > Messages and fill in the privacy message. This is the text a visitor reads before they can use the chat, so keep it short and say what happens with what they send you.

Check that registration is not required

The privacy message is not shown when Require registration is turned on at Settings > Users. If you want the Accept and Decline notice, leave Require registration off.

Try the chat as a visitor

Open a page on your site that shows the chat and start a conversation. You should see your notice with Accept and Decline, and the chat should stay unusable until you accept.

Settings reference

Setting	What it does
Privacy message	At Settings > Messages: shows your privacy notice in the chat with Accept and Decline, and requires acceptance before the chat can be used.
Require registration	At Settings > Users: when this is enabled, the privacy message is not shown.

Good to know

Registration takes over

With Require registration enabled at Settings > Users, the privacy message never appears. Pick one of the two as your gate before the chat, not both.

Messaging channels work differently

The privacy message is also sent on messaging channels, but there it arrives after the user's first message. There are no Accept and Decline buttons on those channels and messaging is not blocked.

Acceptance is the gate

On the website chat, someone who declines cannot use the chat. Only Accept opens it up.

It sits with your other automatic messages

The privacy message lives at Settings > Messages, alongside the rest of the messages sent to your visitors.

Common questions

Where do I set the privacy message?

At Settings > Messages. That is where you write the notice text shown with the Accept and Decline buttons.

Can someone use the chat without accepting?

Not on your website chat, where acceptance is required. On messaging channels the notice is sent but the user cannot accept or decline it, and their messaging is not blocked.

Why is my privacy message not showing?

Check Settings > Users. When Require registration is enabled, the privacy message is not shown at all.

When is it sent on messaging channels?

After the user's first message, rather than before the conversation starts.

Does this make me GDPR compliant?

It gives you a privacy notice with an explicit accept or decline step before the chat is used, which is what the feature is built for. The wording of the notice and what your policy says are yours to decide.

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