Demo

Get access to all the tools and information necessary for the customer's life cycle at Odigo by heading to our client portal

My Odigo

Privacy policy of Odigo websites

1. Introduction

Data protection is a key concern for Odigo SAS which has been placing this matter as a priority for long. Hence, transparency regarding the way we process the personal data we collect is a commitment for us.

The information provided below intends to provide you all relevant information in relation to the collection and processing of information which may be collected through the websites https://odigohelpcenter.odigo.com, and/or https://partners.odigo.com (hereinafter, “the Website”).

Odigo (hereinafter, “we”, “us”, “our” or “Odigo”) may collect and process personal data relating to you when you visit this Website.

Key data protection notions

Personal data” does not only refer to information related to your private life, but encompasses any and all information which enables to identify you either directly or indirectly even where collected in a business and/or employment context.

Processing” means any operation which is performed on personal data, such as collection, recording, organization, structuring, storage, adaptation or alteration, retrieval, consultation, use, disclosure, combination, restriction, erasure or destruction.

Controller” means the natural or legal person which determines the purposes and means of the processing of personal data.

Processor” means the natural or legal personal which processes personal data on behalf of the controller.

Purpose” means the reason(s) why the controller needs to collect and further process the personal data.

2. Who is collecting your Personal Data?

Odigo is collecting and further processing your personal data in its capacity as Data Controller.

3. Why and on what ground is Odigo collecting your personal data?

Odigo is collecting and further processing your personal data for several reasons, each of which is based on a specific legal ground as defined hereunder:

Type of DataMain PurposeLegal Grounds
Login and credentialsAuthenticationLegitimate interest to ensure security
Name of user, messages, date and hour of the messageImplementation and administration of a forumLegitimate interest to provide a communication tool
Logs informationSecurity, maintenance and improvement of the websiteLegitimate interest to ensure security and improvement on the website
CookiesSee the specific sectionSee the specific section

4. How long do we keep your personal data

Data used for  authentication purpose: we will keep your personal data as long as our contractual and/or business relationship lasts. When the business contract terminates, the credentials will be deactivated and your personal data will be deleted 30 days after.

Data used for implementation and administration of the forum: the messages you may have posted will be kept posted without limitation of time. You will have the possibility, whenever you want, to delete any message you previously posted. Once the business contract is terminated, the messages will continue to be posted and they will posted under a anonymised profile.

Finally, the log information we may collect for the security, maintenance and improvement purposes mentioned above will not be kept longer than one (1) year after collection.

Regarding the cookies, see the specific section hereunder.

5. Sharing of your personal data

5.1 With other entities of the Capgemini group

Odigo is part of the Capgemini group. Capgemini is a global organisation. Whilst we have distinct legal entities (e.g., country subsidiaries) in many parts of the world, our internal processes and infrastructure are international in scope and nature and generally crosscountry borders[CP1] . Accordingly, you should be aware that we may share your personal data with other entities of Capgemini and transfer it to countries in the world where we have data centres or otherwise do business, including those located outside the European Union (EU). Such data transfers will be covered by our Binding Corporate Rules (Capgemini BCR) which were approved by European Data Protection Authorities in 2016. As a result of Capgemini BCR wherever your personal data are processed in the Capgemini group, your personal data will benefit from the same level of protection. You can access Capgemini BCR by clicking here https://www.capgemini.com/resources/capgemini-binding-corporate-rules/.

5.2 Third-party suppliers

We also rely on a third-party supplier named Zendesk with which we may share your personal data for the purposes indicated above.  We make sure that they provide an adequate level of protection to the personal data they process on our behalf and when such third parties are located out of the European Union, we make sure that we enter into European Model Clauses as adopted by the European Commission.

5.3 Judicial, public and/or governmental authorities

We may also be required – by law, legal process, litigation, and/or requests from public and governmental authorities within or outside your country of residence— to disclose your personal data.  We may also disclose your personal data if we determine that for purposes of national security, law enforcement, or other issues of public importance, disclosure is necessary or appropriate.

We may also disclose personal information if we determine in good faith that disclosure is reasonably necessary to protect our rights and pursue available remedies, enforce our terms and conditions, investigate fraud, or protect our operations or users.

6. Business reorganizations

Like many organisations, Odigo may reorganise its business operations around the world from time to time, whether by buying new businesses or selling or merging existing businesses. This may involve us disclosing personal data to prospective or actual purchasers of parts of our business, or receiving personal data from potential sellers. It is our practice to seek appropriate confidentiality protection for personal data disclosed in these types of transactions.

7. Your rights

In any case, you have the right to access your personal data.

You can also request that your personal data be rectified or deleted. You are entitled as well to object to the processing of your personal data or to request restriction thereof. In addition, you have the right to ask for receiving your personal data in a structured and standard format.

In case of any such request or complaint, please send an email to rssi.odigo@capgemini.com . You can also contact our Data Protection Officer by sending an email to the following address. dpofrance.fr@capgemini.com

In any case, you also have the right to lodge a complaint with the competent data protection authority.

8. Data security and integrity

Odigo uses various technological and procedural security measures in order to protect the personal data we collect, use or transfer from loss, misuse, alteration or destruction. However, you should be aware that, due to the open and unsecured character of the Internet, Odigo cannot be responsible for the security of transmissions of the personal data over the Internet.

9. Notification of changes to this Policy

This Policy was last updated on February 18th    2020. We may periodically change this Policy to keep pace with new technologies, industry practices, and regulatory requirements, among other reasons.  We expect most such changes to be minor.  When we will need to make material change to our privacy policy, we will post a prominent notice on the home page of the website prior to the change becoming effective.

10. Cookies

Odigo Help Center website is based and hosted on Zendesk Guide solutions . Cookies are used on this website thus Zendesk In Product Cookie Policy apply for this site (  https://support.zendesk.com/hc/en-us/articles/360022367393-Zendesk-in-product-cookie-policy).

You agree that cookies are to be placed on your device as further explained below.

Cookies are small pieces of data that a website sends to your computer’s web browser while you are navigating through it. They have many different purposes, but mainly, cookies enable you to navigate between pages easily, to remember your preferences, and eventually to improve the user experience. These cookies may then be stored on your machine to identify your computer.

Cookies used on this website can be either set up by our website or by a third-party website. Moreover, these cookies can be “session” or “persistent” cookies: a session cookie is a cookie that is automatically deleted when the user closes the browser, whereas a persistent cookie is a cookie that remains stored in the user’s terminal device until it reaches a defined expiration date.

A. Types of cookies we use

The Websites include third party social media features, such as the Facebook Like button, and third party widgets, such as the ‘Share This’ button or interactive mini-programs that run on the Websites. These features may collect your IP address, which page you are visiting on the Websites, and set a cookie to enable the feature to function properly. Your interaction with these features is governed by the privacy policy of the third party company providing it.

We may use any of the following categories of cookies on the Websites as detailed below.

Each cookie falls within one of the four following categories:

CategoryDescription
1. Essential CookiesEssential cookies (First Party Cookies) are sometimes called “strictly necessary” as without them we cannot provide many services that you need on the Website. For example, essential cookies help remember your preferences as you move around the Website.
2. Analytics CookiesThese cookies track information about visits to the Websites so that we can make improvements and report our performance. For example: analyze visitor and user behavior so as to provide more relevant content or suggest certain activities. They collect information about how visitors use the Websites, which site the user came from, the number of each user’s visits and how long a user stays on the Websites. We might also use analytics cookies to test new ads, pages, or features to see how users react to them.
3. Functionality or Preference CookiesDuring your visit to the Websites, cookies are used to remember information you have entered or choices you make (such as your username, language or your region) on the Websites. They also store your preferences when personalizing the Websites to optimize your use of Zendesk, for example, your preferred language. These preferences are remembered, through the use of the persistent cookies, and the next time you visit the Websites you will not have to set them again.
4. Targeting or Advertising CookiesThese Third Party Cookies are placed by third party advertising platforms or networks in order to, deliver ads and track ad performance, enable advertising networks to deliver ads that may be relevant to you based upon your activities (this is sometimes called “behavioral” “tracking” or “targeted” advertising) on the Websites. They may subsequently use information about your visit to target you with advertising that you may be interested in, on the Websites and other websites. For example, these cookies remember which browsers have visited the Websites.

B. Use of cookies


We may use personal data collected from our cookies to identify user behaviour and to serve content and offers based on your profile.

Other cookies can collect personal data (including information from cookies placed via our advertisements on third-party websites):

  • If a user is a registered user.
  • If we send you a targeted email which includes web beacons, cookies or similar technologies we will know whether you open, read, or delete the message.
  • When you click a link in a marketing e-mail you receive from Odigo, we will also use a cookie to log what pages you view and what content you download from our websites, even if you are not registered at or signed into our site.

Here is a list of the main cookies we use on our website:

ServiceCookie NameCookie PurposeCookie DurationCategory
All products

Developer Portal

_pendo_meta.PENDO_API_KEYAnalytics information100 daysAnalytics
All products

Developer Portal
_pendo_accountId.PENDO_API_KEYAnalytics information100 daysAnalytics
All products

Developer Portal
_pendo_visitorId.PENDO_API_KEYAnalytics information100 daysAnalytics
All products

Developer Portal
_pendo_launcher-closed.PENDO_API_KEYAnalytics information10 daysAnalytics
All products_cf_bmThis Cloudflare cookie helps manage incoming traffic that matches criteria associated with bots. 30 daysEssential
Support_zendesk_sessionDefault rails cookie containing account_id and routeSessionEssential
Support_zendesk_shared_sessionAuthentication cookie – set to be anonymous1 dayEssential
Support_zendesk_authenticatedThis is a flag that’s set when a user is authenticated to display the most up to date content.SessionEssential
Support_zendesk_cookieSaves arbitrary preference settings.20 yearsFunctionality
Support_voice_sessionDefault rails cookieSessionEssential
Support_app_market_sessionStores the session key for the managing of Apps.SessionEssential
Support__cfduidCloudflare per-client security settings for Twilio assets.1 yearFunctionality
Support__cfduidCloudflare per-client security settings for Outbound assets.1 yearFunctionality
Support_cfruidCloudflare cookie used in cases were multiple users are hidden behind the same client IP address. Each user will have a unique cookie to help prevent a case of rate limiting all users if one particular user hits the rate limit threshold. Session  Functionality
SupportobStores session information for Connect standalone customers only – account ID, company ID, admin account ID, CSRF token and session ID (encrypted)No expiry, replaced on login or change to sessionFunctionality
Support_ob_pub-9dc679b8d7a3ce7af1cebb6a169a466cConnect JavaScript snippet3 yearsFunctionality
Supportajs_anonymous_idAnalytics information1 yearAnalytics
Supportajs_group_idAnalytics information1 yearAnalytics
Supportajs_user_idAnalytics information1 yearAnalytics
Support, Guide JARUsed to allow human users easy access to Zendesk features, while blocking actions by bots.30 daysEssential 
Support, Guide  APISID

Used to allow human users easy access to Zendesk features, while blocking actions by bots.2 yearsEssential 
Support, Guide  CONSENT

Used to allow human users easy access to Zendesk features, while blocking actions by bots.20 yearsEssential
Support, Guide DVUsed to allow human users easy access to Zendesk features, while blocking actions by bots.sessionEssential
Support, Guide HSIDUsed to allow human users easy access to Zendesk features, while blocking actions by bots.2 years Essential
Support, Guide NIDUsed to allow human users easy access to Zendesk features, while blocking actions by bots.6 months Essential
Support, Guide  SAPISIDUsed to allow human users easy access to Zendesk features, while blocking actions by bots.2 yearsEssential
Support, Guide  SID Used to allow human users easy access to Zendesk features, while blocking actions by bots.2 years Essential
Support, Guide  SIDCCUsed to allow human users easy access to Zendesk features, while blocking actions by bots.3 months Essential 
Support, Guide  SSIDUsed to allow human users easy access to Zendesk features, while blocking actions by bots.2 years Essential
Guide_help_center_sessionStores unique session key for Help Center product.SessionEssential
Guide_zendesk_authenticatedStores a binary variable determining whether the user is authenticated.SessionEssential
Guide_zendesk_sessionStores unique session key for Zendesk Classic application.SessionEssential
Guide_zendesk_shared_sessionStores a unique session key for a session shared across Zendesk Products.1 dayEssential
Guide_zendesk_cookieStores settings information for various features.20 yearsFunctionality
Guide_embeddable_server_sessionUnique session key for the Zendesk embeddable web widget.SessionEssential
Guide_theming_center_sessionStores unique session key for Theming Center’s Guide functionality.SessionEssential
Guidehc-{user_identifier}-previewStores Help Center Theme preview data. It is removed once preview mode is closed.1 dayFunctionality
Guidehc-{user_identifier}-nbminStores if the agent navbar in help center is minimized.7 daysFunctionality
Guidehc-{user_identifier}-pbminStores if the preview navbar in help center is minimized.7 daysFunctionality
Guide__cfduidCloudflare security settings for Guide assets. 1 yearFunctionality
Guide_ZD-automaticAnswersStores Zendesk account ID to allow for future Answer Bot interactions 1 day Functionality

C. Other non-cookie technologies

Odigo also enables the use of technologies that perform functions similar to cookies such as web beacons or other technologies that may be included in marketing e-mail messages or newsletters in order to determine whether messages have been opened and links clicked on. Web beacons do not place information on your device, but may work in conjunction with cookies to monitor website activity.

D. “Do-not-track” signals

Some web browsers may transmit “do-not-track” signals to the websites with which the browser communicates. As of the Effective Date of this Privacy Policy, an industry standard has not yet been established on how to respond to these signals. Therefore, our website does not currently recognise or respond to these signals, but Odigo will reassess its response approach once a standard is established. However, at this time you can generally express your privacy preferences regarding the use of most cookies through your web browser.

E. How to accept or refuse cookies

If you do not want to receive cookies from our website, you may set your browser to refuse cookies or to notify you when you receive a cookie, which you may then accept or refuse upon such notice. You can also generally set your browser to turn off cookies. To understand how to do this, please consult your browser’s “Tools” section, or any other similar heading.

We recommend that you leave the cookies active. Bear in mind that if you block, turn off or otherwise reject our cookies, some web pages may not display properly or you will not be able to use any website services that require you to sign in.

If you object to have cookies placed on your machine, you need to disable them. In order to do so, please follow the relevant instructions depending on your browser: