Privacy and security

You are responsible for your visitors' data; reactive.chat processes it on your behalf. This page shows which settings you have for this and what they do. It is not legal advice; the binding details are in the legal documents.

Setting up consent and deletion

The settings are on the project page, Privacy tab, Data protection and consent section (owners and admins).

Consent – three levels:

• off – no barrier, the chat runs right away.
• notice – one sentence above the input field, the chat runs right away.
• required – the input field stays locked until the visitor agrees. Only then is a conversation created. A record is stored with the wording, time and language of the consent.

With required, the widget sends no page text and no details about the visitor to the server before consent; the barrier also comes before the pre-chat form and the offline form. To establish the connection itself, however, a session ID and a visitor ID are transmitted.

In addition:

• Sentence the visitor agrees to – your own wording per language, up to 300 characters.
• Your privacy notice – the address of your privacy policy per language (https:// only). The widget links to it.
• Offer withdrawal in the widget – the visitor can withdraw their consent in the chat. The conversation then ends, and their data is deleted.
• Offer the delete button in the widget – “Your data” then shows Delete everything.
• What deletion and withdrawal do – hard (the entries disappear) or anonymous (the wording is removed, the entries themselves remain).
• When the visitor types the deletion into the chat – off, ask first (default) or delete at once. A deletion request is recognised by fixed, narrowly defined phrases in German, English and Polish, not by the AI.
• Your own retention period (days) – after how many days conversations are deleted automatically, up to 3650 days. Deletion runs once a day. A new project has no period; as long as you do not enter one, conversations are not deleted after a fixed time.

Your consent banner (for example under IAB TCF) can also control the widget: without consent it stores nothing permanently in the browser, only for the lifetime of the tab. This is independent of the consent level above. For visitors from the EU, the EEA, the United Kingdom and Switzerland, campaigns and the full profile in the visitor list always require consent.

What the visitor can do themselves

Under Your data in the widget the visitor sees what the chat has stored in their browser. Depending on your settings they can withdraw consent there or Delete everything. They can also write a deletion request into the chat; the assistant answers the question “What happens to my data?” with a fixed text.

What is deleted are the conversations from this browser on your website. The button does not reach conversations through other channels, such as email or WhatsApp; your team deletes those. What remains for a while after a deletion (such as blocks against abuse, or backups) and how access and deletion requests are handled is described in Access and deletion.

What you do not need to set at all

• Masking – card numbers (with checksum), IBANs, email addresses, phone, tax and ID numbers are made unrecognisable twice in visitor messages: in the browser before anything goes out, and on the server before anything is stored. Credentials in page addresses (such as password or token as a parameter) are removed as well. Messages via the interface and answers in forms are exempt.
• No typing preview – your team only sees what the visitor types once they send it.
• No third-party cookie, no requests to other servers from the widget. Details in Technical detail.

Blocking areas

Pages the chat should never read you enter under AI & knowledge, Blocked areas. There the widget reads no page text, the crawl skips them, and the assistant never names them as a source. Syntax and examples are in Knowledge base and help center.

The widget reads the visible text of the page a visitor is currently on, so that the assistant can answer questions about that page. It never reads form fields, neither their value nor their placeholder, and sensitive details are masked. If a page contains something that should still not be read, such as a table of customer data, put the data-rc-private attribute on the surrounding element. More on this in the Technical integration part.

What your team sees and who can trace it

• Roles limit who may read, reply to or export conversations; staff can be restricted to individual projects. See Team, account and security.
• The audit log shows who changed what in the workspace.
• The read log (Agency) shows who opened which conversation.
• Agents in reports can be pseudonymised or left out of the reports altogether.
• Two-factor sign-in and single sign-on protect the sign-in.

Taking your data with you

• Workspace export – under Workspace, Data export tab, per project as JSON or CSV (owners and admins). More on switching providers is in Data Act: switching, export and portability.
• Personal export – under Account, Data tab, your own account data as JSON.
• AI log and Reports can be exported as CSV.

Your privacy policy

For the section about the chat in your own privacy policy there are two ways:

• the Text block for your privacy policy to copy and adapt,
• or the element that inserts the text automatically to match your project settings: Insert the privacy text automatically.

The binding documents

• reactive.chat Privacy Policy – including where and by whom data is processed
• Data Processing Agreement
• Technical and Organisational Measures
• Sub-processors
• Access and deletion
• AI Act: how reactive.chat uses artificial intelligence
• Acceptable Use and Anti-Abuse Policy
• All legal documents