Chat function
We provide a chat function on our website. As part of the chat function, you can communicate with a WAGO customer advisor via a live chat. Sinch Contact Pro is a CCaaS software from Sinch Sweden AB, (Sinch Sweden AB, Lindhagensgatan 74, 112 18 Stockholm, Sweden). We have carefully selected these providers and commissioned them in accordance with Art. 28 GDPR. For this purpose, we have concluded an additional data processing agreement with Sinch Sweden AB, in which the subject matter and duration of the processing, the type and purpose of the processing, the type of personal data, the categories of data subjects and the obligations and rights of the controller are defined (in accordance with Art. 28 para. 3 GDPR). As part of the chat function, for example, you can provide the following information about yourself: First name, last name, e-mail address. Depending on the course of the conversation, further personal data may be transmitted by you. The type of this data depends largely on your request or the problem you describe in the chat. However, this data could generally be of the following types:
License information;
a specific order number;
Documents, such as invoices or orders, in which personal data has been processed;
Information about your orders;
Audio and voice recordings;
photographs.
The processing of your data is based on your consent and for the implementation of contractual and/or pre-contractual measures (Art. 6 para. 1 lit a, b GDPR). In addition, WAGO stores the date and time of the chat conversations. The content of the chat conversations themselves (“chat protocol”) is also stored. If the name or e-mail address provided is assigned to a WAGO customer number, this can be traced by the relevant WAGO customer advisor during the chat. As part of your request, it may be necessary for your chat data to be forwarded to your responsible WAGO customer advisor for further processing. This is particularly the case if your request requires further processing, for example to prepare an offer or to clarify a specific request. As part of the chat functionality, AI-supported features of the Sinch Contact Pro platform may also be used. This may include, in particular, the automated analysis of chat content, support in handling inquiries, the generation of response suggestions, or the structured summarization of communication content.
In this context, personal data entered by you during the chat communication may be processed automatically. The processing is carried out solely for the purpose of efficiently handling your request, improving our customer service, and supporting our employees in communicating with you.
The AI-supported functionalities are not used to make decisions based solely on automated processing within the meaning of Art. 22 GDPR that produce legal effects concerning you or similarly significantly affect you.
The legal basis for the processing is Art. 6 para. 1 lit. a GDPR, insofar as you have given your consent, and Art. 6 para. 1 lit. b GDPR, insofar as the processing is necessary for the implementation of pre-contractual measures or for handling your request. Furthermore, the processing is carried out on the basis of Art. 6 para. 1 lit. f GDPR due to our legitimate interest in efficient and customer-oriented communication.
Where personal data is transferred to additional technical service providers or sub-processors in connection with the AI-supported processing, such transfer shall take place exclusively in compliance with applicable data protection requirements and on the basis of corresponding agreements pursuant to Art. 28 GDPR and – where required – appropriate safeguards for international data transfers pursuant to Art. 44 et seq. GDPR.
If no WAGO employee is immediately available during the chat or if you use the chat function outside of our business hours, your contact data can also be used to contact you later. In these cases, your data will also be processed in accordance with Art. 6 para. 1 lit. a, b GDPR.
Furthermore, details of the device you are using (web browser, IP address) are collected as part of the chat function. The legal basis for data processing is Art. 6 para. 1 lit. f GDPR based on our legitimate interest in ensuring the functionality of this chat function and the security of the information technology systems.
To enable you to have a conversation in the form of a real-time chat, Sinch Contact Pro uses cookies that are stored on your computer. You can find more information about the function of cookies in the cookie settings under “More information”. When you visit our website, the chat widget is loaded in the form of a JavaScript file from Amazon Web Services. The chat widget technically represents the source code that is executed on your computer and enables the chat. The purpose of processing all this data is to provide you with a quick and efficient way to contact us and thus improve our customer service.
We store your chat conversations only for as long as necessary to process your request, to provide customer support, and to comply with applicable legal retention obligations..
Once processing has been completed, chat conversations may be retained in anonymized form for an indefinite period to improve the AI-based functionality. The data can no longer be used to identify you personally.
If you do not wish your chat conversations to be stored, please let us know using the contact details below. Saved chats will then be deleted by us immediately.
As soon as you open the chat window, your data will be transferred to Sinch Sweden AB. When you enter messages in the chat window, your browser establishes a direct connection with the servers of Sinch Sweden AB and the data you enter is processed there.
The processing of personal data by Sinch Sweden AB is carried out exclusively within the scope of our instructions and the contractually agreed data protection requirements. Where Sinch Sweden AB engages additional sub-processors, this shall take place exclusively in compliance with the applicable data protection requirements. Further information on data protection at Sinch Sweden AB can be found here: https://sinch.com/legal/privacy-notice/