Is Zopim chat considered functional or marketing for consent purposes?

Zopim (Zendesk Chat) is classified as functional. The live chat widget serves visitors who request support, and session cookies maintain the conversation across pages. This is a visitor-initiated service rather than a marketing or tracking tool.

What is the difference between Zopim and Zendesk Chat?

Zopim is the legacy brand acquired by Zendesk in 2014. The underlying product is now Zendesk Chat. Many sites still reference the original Zopim embed script rather than the updated integration. Both deliver the same floating chat widget functionality.

Will ConsentStack block Zopim by default?

ConsentStack categorizes Zopim as functional. Under a default configuration it loads without requiring explicit consent, since the chat widget serves a user-initiated support purpose. You can override this classification in your ConsentStack vendor settings if needed.

Zopim - Chat Widget Cookie Consent & Privacy

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Overview

Zopim is the legacy brand name for what is now Zendesk Chat. After Zendesk acquired Zopim in 2014, the live chat product was integrated into the Zendesk suite, but many websites still reference Zopim scripts due to older integrations that haven't been updated to the current Zendesk Chat embed code.

When Zopim scripts appear on websites, they provide the same live chat functionality as Zendesk Chat — a floating widget that connects visitors with support agents in real-time.

What This Script Does

Zopim's scripts embed live chat functionality (now Zendesk Chat):

Chat widget rendering: Displays a floating chat button that expands into a messaging interface for real-time visitor-to-agent conversations
Session cookies: Sets cookies to maintain chat sessions across page navigations and preserve conversation history
Returning visitor identification: May set persistent cookies to recognize returning visitors and associate them with previous chat conversations
Visitor context: Collects current page URL and basic browsing context to give agents background on the visitor's situation
Agent availability: Shows real-time agent online/offline status and adjusts the widget between live chat and leave-a-message modes
Chat transcript storage: Records conversation content and associates it with visitor identifiers

Consent & Compliance

GDPR: Chat transcripts and visitor identifiers constitute personal data. Zendesk acts as a data processor. Session cookies for active conversations may be strictly necessary.
ePrivacy Directive: Session cookies for chat are likely strictly necessary. Persistent identification cookies may need consent.

Should You Block This Without Consent?

Zopim/Zendesk Chat serves a functional customer support purpose. Visitors initiate conversations to get help, and session cookies maintain this requested service. The core functionality is visitor-serving. If you're still using the legacy Zopim embed, consider updating to the current Zendesk Chat integration.

No.

Is Zopim GDPR compliant?

Zopim typically loads functional trackers, which are not strictly necessary for your site to work. Under the GDPR and the ePrivacy Directive, non-essential cookies and trackers must stay blocked until a visitor gives clear opt-in consent. So Zopim can be fully GDPR compliant, but only if your site holds its scripts until consent is granted and lets visitors decline just as easily. Compliance depends on how your site loads Zopim, not on Zopim itself.

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