We make live chat ("Userlike") available on our website. Userlike is live chat software of Userlike UG (limited), (Probsteigasse 44-46, 50670 Cologne, Germany). We have carefully chosen and engaged this supplier pursuant to Art. 28 GDPR. For this, we have entered into an additional processing agreement which specifies the object and duration of the processing, the type and purpose of the processing, the type of personal data, the categories of data subjects and the duties and rights of the controller (pursuant to Art. 26 (3) GDPR).
Your data is processed based on your consent (Art. 6 (1)(a) GDPR). For participating in the live chat, you can optionally give the following information about yourself: first name, last name and email address. Details on the device you use (web browser, IP address) are also collected in the course of the live chat. In addition, WAGO stores the date and time of the chat conversations as well as the content of the chat discussions themselves ("chat transcript"). If the name or email address indicated are associated with a WAGO customer number, this can be traced by the particular WAGO customer service representative during the live chat.
This information is required for the live chat function to work properly and so that the quality of the live chat function can be monitored, your queries answered and statistics compiled. To facilitate a personal conversation with us in the form of a real time chat, Userlike uses cookies which are stored on your computer. You can find further information on the function of cookies in our Cookie Guideline. Viewing our website loads the chat widget in the form of a JavaScript file from Amazon Web Services. The chat widget technically constitutes the source code that is executed on your computer and facilitates the chat.
Depending on the course of the conversation with our employees, it may happen that you transmit further personal data in the chat. The type of this data hinges strongly on your query or the problem you describe to us.
However, this data might, by way of example, involve essentially the following types:
- Audio and voice recordings;
- Documents, such as invoices or orders in which personal data was processed;or
- Photographs.
The processing of all this data serves to provide you a speedy and efficient contact option and thus to improve our customer service.
In addition, you can access your chat conversations at a later time. In order to ensure that an authorized recipient is involved, it is required that you give your email address. A confirmation code is sent to this email address afterwards, which you absolutely need to retrieve your chat conversations.
Should the live chat not be reachable, you can leave us a message. For this it is necessary that you supply the following information about yourself: names (incl. first and last names), address and your email address. Your data is processed based on your consent in this case as well (Art. 6 (1)(a) GDPR).
Please note that it is only possible to retrieve your chat conversations within six (6) months after the completed conversation, because all chat conversations are automatically deleted after this time. We save your chat conversation for six months in order to spare you extensive explanations on the history of your query in some circumstances, to engage in continual quality control of our live chat offering and in order to be able to guarantee the security of our information technology systems.
If you do not wish your chat conversation to be saved, you are welcome to inform us of this at the contact addresses listed below. In that case we will promptly erase stored live chats.
We are not aware that Userlike accesses further data than indicated above, but this also cannot be completely ruled out.
Further information on the data protection of Userlike UG (limited liability) is available here: https://www.userlike.com/de/terms#privacy-policy.