Overview
When a user starts a new conversation or sign-up for an account in your Help Center, they must agree to the terms of the Privacy Policy consent. This article provides the reason why customers need to agree to the privacy policy and how to set up one for your instance.
Diagnosis
The reason why users are required to agree to the Privacy Policy consent every time they start a new conversation or sign-up for an account in your Help Center is due to GDPR compliance and the enforcement of data privacy rules.
If you have not set up your own Privacy Policy link yet, then the default link will simply loop back to the new conversation or new registration forms. This can be changed with a customized link to your website or your own Privacy Policy link.
It's worth noting though that the privacy policy links in Kayako are set up in the Admin panel globally for all brands. When you set a privacy policy link as default, it will be used across all brands. Therefore, it is not possible to set up a different privacy policy link and assigned to a specific brand only.
NOTE: In the setup screen, there's only one field for the Privacy Policy URL. Therefore, you can only use one link or URL that takes the user to your Privacy Policy consent.
Prerequisite
- To configure Privacy Policy links in Kayako, you will need an administrator account. No specific permission is required.
Solution
- Sign in to Kayako and go to your Admin Console.
- Click Privacy Policy Links under Customizations.
- In the Url box, input the URL for your Privacy Policy.
- Choose the privacy policy type:
- Register: Displays in the New Conversation or User Registration form.
- Cookie: Displays in the "We use Cookies" pop-up the first time the user opens the website.
- Select the language for your privacy policy under Choose locale of privacy policy. The policy can be added in multiple languages so new privacy policy links are required for each locale.
- Check the box to Make this default Privacy Policy URL. If checked, this URL will be active for all your languages.
Confirmation
You should now see your updated Privacy Policy URL in the New Conversation and User Registration forms.
ATLAS
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