Last Updated: 2026-06-08
Welcome to the Chat Monitor Google Chrome Extension (hereafter referred to as "Extension"). This Privacy Policy describes how we handle information in connection with your use of the Extension. By using or installing the Extension, you agree to the practices described in this policy.
1. Overview
The Extension is an internal productivity tool designed for Zendesk support agents. It monitors unassigned chat queues within the Zendesk Agent Workspace, providing live countdown timers, colour-coded SLA breach warnings, configurable audio alerts, and runtime metrics to help agents respond before service level thresholds are exceeded. We are committed to protecting your privacy and being transparent about our data practices.
2. Data We Collect and Store
The Extension stores the following data locally on your device using the browser's built-in
chrome.storage.local and chrome.storage.session mechanisms. This data
never leaves your device and is not transmitted to any external server:
- Breach and warning thresholds — your configured SLA timer durations in seconds
- Sound preferences — alert sound type, volume level, and mute state
- Visual preferences — breach and warning highlight colours, dark mode setting
- Refresh frequency — how often the extension scans the chat queue
- Runtime tracking — accumulated browser-open time, stored in session storage and cleared automatically when the browser is closed
3. DOM Access
The Extension reads the structure of the Zendesk Agent Workspace page to identify unassigned chat rows and their ticket IDs. This information is used solely to display countdown timers and trigger alerts within the browser. No page content, ticket data, customer information, or agent communications are stored or transmitted outside of the browser session.
4. Audio Alerts
Alert sounds are generated locally using the browser's Web Audio API. No audio files are downloaded from external servers and no audio is recorded or transmitted.
5. Data Sharing
The Extension does not sell, trade, or transfer any user data to third parties. It does not communicate with any external servers. All processing happens entirely within your browser.
6. Data Retention
Settings stored in chrome.storage.local persist until you reset the extension or
uninstall it. Runtime tracking data stored in chrome.storage.session is automatically
cleared when the browser is closed. No data is retained on any remote server.
7. Permissions Justification
The Extension requests the following browser permissions, each used solely for the purposes described:
- storage — saves your settings and runtime data locally across browser sessions
- scripting — injects the content script into Zendesk pages to scan the chat queue and display countdown timers
- activeTab — accesses the currently active Zendesk tab to read the chat queue DOM
- tabs — monitors tab state to correctly track browser-open runtime and pause timers when the browser is closed
- alarms — schedules periodic heartbeat checks used to accumulate accurate browser-open runtime
- https://*.zendesk.com/agent/filters/* — restricts the Extension to operate exclusively within the Zendesk chat queue view; no other websites are accessed or monitored
8. Changes to This Policy
We reserve the right to update this Privacy Policy at any time. Continued use of the Extension following any changes constitutes acceptance of the revised policy. The "Last Updated" date at the top of this document will reflect the most recent revision.
9. Governing Law
This Privacy Policy is governed by and construed in accordance with the laws of the Republic of Lithuania, without regard to its conflict of law provisions.
By using the Extension, you acknowledge that you have read, understood, and agree to the data practices described in this Privacy Policy.