Live Chat Privacy Policy

The ITRC maintains a strict privacy policy that governs how we obtain, use and store information from the people who visit our website, live chat messaging service and contact center. To review our full Privacy Policy, visit www.idtheftcenter.org/privacy-policy/

The policy outlined here applies specifically to the use of the Live Chat service found on our website.

In a live chat session, the ITRC collects the minimum amount of personal information, which we outline below, needed to assist victims of identity crimes and compromises. We do not sell any of the information we collect from individuals who use our products and services and only share it with your express permission under the terms of our overall Privacy Policy detailed below.

By using our live chat feature found on www.idtheftcenter.org, you are consenting to the procedures outlined in the below Policy.

The ITRC collects certain types of information voluntarily provided by you in a live chat session, but we may also automatically collect some information.

Information you provide: You will be prompted to enter certain information when using the ITRC’s Live Chat service. This information includes, but is not limited to, name, email address and details of your identity concerns.

The ITRC requests that you do not provide sensitive personal identifying information (SPII) such as Social Security numbers, dates of birth, crime reports or any financial/medical account numbers. Any SPII received by the ITRC in the course of a Live Chat session will not be retained and will be immediately deleted. 

Information we automatically collect in a Live Chat session: To provide the best experience during a live chat session, the ITRC collects data automatically from you that includes, but is not limited to, IP address, location and website activity. This information is never shown for a specific user and cannot be tied to personally identifiable information (PII) like name or email address. If you are using the “text-to-chat” feature of our live chat service, we will also have access to your telephone number.

The ITRC uses TalkDesk to provide Live Chat services, including text-to-chat (SMS) services, to connect with you. The phone services we use do not collect uniquely identifying information about you.

Website and mobile applications used to access our Live Chat services have the ability to use device geographical location services to provide improved assistance. Location services are set by you using the preferences settings on your device. If a device allows and you have configured location services sharing, the ITRC might view location to best serve a user and provide accurate information and assistance based on the law in the user’s location.

The ITRC uses the information collected from you to communicate effectively and efficiently with you, provide best-in-class mitigation assistance services, and research identity crimes and compromises.

The ITRC does not sell information about individual users and does not share information unless required to do so or with permission, as outlined in our full Privacy Policy.

Our expert advisors may use personal information provided by you to contact and assist you in remediating identity crimes. This may include phone calls, emails, texts or letters.

The ITRC maintains personal information collected through its Contact Center in electronic form using Salesforce, a database program specially designed for enterprise business services.

The Salesforce database used by the ITRC is only accessible by ITRC staff and specific third-party vendors for the specific purpose of case remediation, with controlled access by individual login. Safeguards for the protection of electronic files include both hardware and software firewalls, use of SSL technology for all connections, verified IP for all connections, and discrete user tokens on each user machine, as well as username and password protection. Information may include name, state of residence, phone number, and/or email address, and, in some cases, city and street address. The ITRC does not sell this information, and sharing is limited to those uses outlined in our full Privacy Policy.

If you have any questions regarding this live chat privacy policy, or have questions about our practices, please contact us.

Email: [email protected]