Using LiveCall and the GDPR
Our tips on using LiveCall in accordance with the EU Personal Data Regulation
The GDPR has created quite a turmoil for businesses over the past year. Its provisions apply to any establishment within the Union. Moreover, even if your company is established outside the EU, these provisions still apply in respect to the processing of personal data concerning persons who are in the Union. Here at LiveCall we have adjusted our own processes as well as the product features to ensure GDPR compliance.
Below are some good practices that will help you configure your LiveCall account in accordance with the EU personal data protection provisions.
1. Protect the lead database that you are creating
Throughout your subscription period you will be gathering and storing your leads' phone numbers in the LiveCall app. Phone numbers, which can constitute personal data, require special protection from exploitation. Unless you are the only user in the account, you may take precautionary measures against someone accessing those numbers from your consultant's user.
If you choose to hide the phone numbers from your consultants, this must be done at the time the user is created. Please let us know if you would like to change these privacy settings for you, as you do not have this option available yet. For the time-being, this feature is uneditable after successfully adding a new user.
2. Insert a checkbox with a consent form
This step is essential for GDPR compliance if you are planning on using the information gathered through LiveCall for purposes other than the requested callbacks. Please note that by default the pop-up has a message saying that the phone numbers collected through the widget will not be used for marketing purposes.
To insert a checkbox, go to Widgets' Design >> Edit widget >> User Privacy >> Add privacy question
You can choose whether the checkbox is optional or mandatory. You can also decide if it should be accepted by default - however, if the box is checked by default in a question regarding data processing, this consent will not be valid under the GDPR.
3. Ensure the legality of call recordings
If you are using the call recording feature, you should bear in mind that recorded conversations may contain personal information about your lead/customer. Make sure that you have the necessary legal basis for recording phone calls. You can add a recording notice in the Widgets' Design >> Edit Widget >> User privacy section (see above).
4. Add an information clause
One of your obligations as a data controller under the GDPR is to provide information about the data processing to the subject while collecting the data. We have simplified this for you by adding the possibility to place your information clause within the widget, so that you can fulfil your obligation as required by law. This can be done in the same section as adding the checkbox question (see points above):
Note: Even following the tips above does not guarantee complete GDPR compliance of your business. If you have doubts about the legality of your data processing, please seek professional legal advice.