If you serve customers in the UK or European Union, GDPR applies to any personal data your chatbot collects. Getting this right is not optional — fines reach €20 million or 4% of annual global turnover.
The good news: GDPR compliance for a chatbot is straightforward when you follow the right steps.
A customer-facing chatbot typically collects:
Under GDPR, all of this is personal data requiring a lawful basis.
Legitimate interest: Covers collecting IP addresses and conversation logs for business operations.
Consent: For lead capture and marketing, you need explicit consent. A clear opt-in in the lead capture flow satisfies this: "I agree to be contacted by [Company] about my enquiry."
Contract performance: If the chatbot books an appointment or delivers a service, data collection is necessary to fulfil the contract.
1. Update your privacy policy to mention chatbot data collection — what is collected, why, retention period, who can access it, how visitors can request deletion. Link to it from the widget.
2. Set data retention limits. Do not keep conversation data indefinitely. Configure automatic deletion — typically 12–24 months for lead data, 30–90 days for general chat logs.
3. Handle data subject rights. Visitors can request to see, correct, or delete their data. Have a process to handle requests (typically via email to a privacy contact).
4. Sign a Data Processing Agreement. Chatsloop provides a standard DPA available in account settings.
5. Cover chatbot cookies in your cookie consent banner.
GDPR compliance done right is a competitive advantage. Customers trust businesses that handle data responsibly — make your privacy approach a selling point.
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