For iAdvize, respecting internet users' rights and ensuring their data is safe is essential. We, therefore, offer our customers, and their visitors, the transparency they want.
This means that it is possible to modify the privacy settings for each feature. To do this, go to Settings > Consent Management, and select Privacy:
1. Agent privacy
(1) This setting is in Settings > Advanced settings > Agent settings, Privacy card: the Monitor agents' performances option lets you choose whether you wish to have statistics for each individual agent or depersonalised (aggregated) statistics.
2. Conversation privacy
(1) For agents, the activation of the mirroring function is highly recommended. But some visitors may feel like they are being 'watched'.
(2) Another available option: cobrowsing. This can only be activated on request from the agent and with the permission of the visitor. Furthermore, the administrator can completely disable the cobrowsing function. This function allows the agent to take control of a second mouse on the customer's webpage and help their navigation.
Mirroring and cobrowsing are set in Settings > Advanced settings > Agent settings, Access to visitors' browsing card.
(3) With the data protection settings, we give users the choice of whether or not to save previous conversations between agents and visitors, for both chats and calls. Recording is set on this Privacy page, Record content card: Keep history on chat conversations option for text conversations, Record call conversations option for calls. The card also states that "Conversations on third parties are always recorded."
3. Enable your respondents with new tools
To increase productivity and autonomy, iAdvize allows you to give your respondents more tools that will appear on their conversation panel:
- their indicators, to monitor and improve their performance
- their snoozed conversations, to re-open them during their free time and complete their answers
- their closed conversations, to analyze and improve themselves.
These options are in Settings > Advanced settings > Agent settings (Access to indicators and Access to snoozed or closed conversations cards).
A dedicated article shows you how to grant them access.
4. Display of legal information
iAdvize offers its clients features to provide maximum compliance with the GDPR.
At the beginning of each conversation, a in order to keep the conversation data and preview his activity on the website.
We've added an option in the iAdvize administration so you can easily enable this feature on your different sites.
1. First step (mandatory for the activation of the consent): add legal information by language
- Go to Consent Management > Legal consent
The GDPR form is now fully customizable. Titles and sections are removable. A section dedicated to AI has been created.
1.1 Select your language
1.2 Personalize the consent request message
1.3 Enter your legal information
1.4 External link (optional)
Add an external link in one of the sections.
2. Second step: activation of consent
- Open the section Visitor privacy
- Activate the Request GDPR and cookie consent from the shopping panel option (it can only be activated once your legal information is filled in for at least one language)
3. The consent displayed for the visitor
On the chat:
On the Call:
5. Visitor privacy
To activate the Request GDPR and cookie consent from the shopping panel option, first fill in your legal information for at least one language (see section 4. Display of legal information). Until then, the option cannot be activated and the message You need to fill at least one language for your legal information. is displayed next to it.
Note: to find out more, read the GDPR and iAdvize article.