5. Live Chat | Suffolk Constabulary

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5. Live Chat

Personal information requested via this website and its services is processed in accordance with GDPR and the Data Protection Act 2018. We are using Futr.ai’s chat bot and live chat software which is installed on the website to provide you with the ability to find answers to your non-urgent policing enquiries and chat with an agent if needed.

As a public service we engage every day with members of our communities, and we recognise that some of the more general questions we are asked can be similar in nature. Offering a new tool on our website allows anyone to be able to ask for advice and receive automatic answers to the most frequently asked questions that we receive.

Should this feature not provide you with an answer to your query, you will have the option to chat live with one of the agents in the control room.

This new feature does not replace our existing methods of communication. Urgent queries or questions related to specific cases should continue to be reported in the usual way.

The trial of this new tool, which can be accessed from every page of our website, will last for three months. We will continuously review the questions asked and add further information and answers as the trial progresses, to improve the service to you.

Our chat trial is a secure online service; however, it is the users’ responsibility to be mindful when using the service on a shared computer or in an open public space. Any information provided via this service we be retained in line with the Constabulary’s Retention Schedule. For more information on how the Constabulary process personal data, please take a look at the Information Charter .

The chat service also provides users with the opportunity to provide feedback on their web chat experience with us and download any live chat correspondence by clicking the download link in the top of the chat window.

Abusive or nuisance use of chat messaging will not be tolerated. We kindly ask you not to misuse this online facility, however if you choose to ignore this request we may decide to prosecute you under the Malicious Communications Act 1998.

If you require non-emergency assistance, please report this to us online or call 101.

Always phone 999 in emergencies.