Skip to content
This repository has been archived by the owner on Aug 30, 2022. It is now read-only.

Update cookies info #521

Open
wants to merge 1 commit into
base: master
Choose a base branch
from
Open

Update cookies info #521

Changes from all commits
Commits
Show all changes
1 commit
Select commit
File filter

Filter by extension

Filter by extension
Conversations
Failed to load comments.
Loading
Jump to
Jump to file
Failed to load files.
Loading
Diff view
Diff view
153 changes: 31 additions & 122 deletions pages/documents/Security-Regulations/LivePerson-Cookies.md
View file
Open in desktop
Original file line number Diff line number Diff line change
Expand Up @@ -18,7 +18,7 @@ For an in-depth and technical overview of Cookie types and properties, please se

A cookie is a small piece of data sent from a website and stored in the visitors' web browser. It helps the website to remember information about a visit; so when a visitor browses the same website in the future, the data stored in the cookie is sent back to the website by the browser.

LivePerson uses information stored in cookies to maintain session data and to identify returning visitors by saving LivePerson-specific data such as visitor ID and last chat date. It is important to note that the cookies do not contain any private customer data, or any data that can be accessible or useful outside of LivePerson.
Conversational Cloud uses information stored in cookies to maintain session data and to identify returning visitors by saving Conversational Cloud-specific data such as visitor ID and last chat date. It is important to note that the cookies **do not contain any private customer data**, or any data that can be accessible or useful outside of Conversational Cloud.

## Cookie Solution Types

Expand Down Expand Up @@ -67,151 +67,60 @@ Secure cookies with **first-party cookie** solution types are not supported.

## Considerations

The following issues should be considered when working with LivePerson Cookies:
The following issues should be considered when working with Conversational Cloud Cookies:

{: .notice}
For any further clarification on instructions with any of the issues discussed below, please contact _LivePerson Technical Support._

### Secure Cookies

LivePerson supports secure cookies, but require the Monitor Tag to be deployed using HTTPS.
Conversational Cloud supports secure cookies, but require the Monitor Tag to be deployed using HTTPS.

### HttpOnly Attribute

LivePerson is unable to support the HttpOnly attribute because it does not operate through JavaScript, which facilitates the Monitor Tag to collect cookies.
Conversational Cloud is unable to support the HttpOnly attribute because it does not operate through JavaScript, which facilitates the Monitor Tag to collect cookies.

### third-party Cookies - Default
### Third-party Storage - Default

By default, LivePerson uses third-party session and visitor cookies in order to save visitor's tracking information. This is due to the fact that while visitors are browsing your site, the LivePerson cookies are set by the LivePerson domain and not by your website domain.

### Chat Button Tags

If you decide to use a first-party cookie solution, you must ensure that all the static button tags on your account are first-party cookie compatible.

## LivePerson Cookies Content

See below all specific cookie configuration types used by LivePerson.

### Monitor Related Cookies

#### **LivePersonID**

{: .notice}
LivePersonID cookie is set twice with different content. The cookie name is not the sole unique identifier.

Used in conjunction with the HumanClickKEY cookie to gather usage data related to a visitor's visit to a LivePerson customer's website. The information gathered is essential for determining whether LivePerson's hosted services should launch on the visitor's browser. This cookie is set when LivePerson's services initiate monitoring.

Disabling or blocking this cookie may limit or prevent the visitor from receiving assistance or offers from the customer's website via LivePerson's services.

**Structure:** The browser creates the cookie name, path and domain:

* "/".liveperson.net It includes the following information:
* LivePerson VisitorID
* Creation time

**Cookie Type:** Persistent and expires after 1 year

#### LivePersonID

{: .notice}
LivePersonID cookie is set twice with different content. The cookie name is not the sole unique identifier.

**Structure**: The browser creates the cookie name, path and domain:

"/hc/{SITEID}" for example: sales.liveperson.net

It includes the following information:

* LivePerson VisitorID
* Last visit time
* Last chat time

**Cookie Type:** Persistent and expires after 1 year

#### HumanClickKEY

The session key of a visit.

Used for usage data related to the visitor's visit on the customer's website. For example: to identify a visitor's session on a customer's website, to monitor the pages viewed by the visitor on the customer's website, and the time spent by the visitor on pages of the customer's website.

Disabling or blocking this cookie may limit or prevent the visitor from receiving assistance or offers from the customer's website via LivePerson's services.

**Structure:**

The browser creates the cookie name, path and domain:

"/hc/{SITEID}" for example: sales.liveperson.net

**Cookie type:** Session

#### HumanClickACTIVE

Acceptance test cookie.

Used to determine whether a cookie can be set on a browser. This cookie is set when LivePerson's services initiate monitoring.

Disabling or blocking this cookie may limit or prevent the visitor from receiving assistance or offers on the customer's website via LivePerson's services.

**Structure:**

The browser creates the cookie name, path and domain:

"/hc/{SITEID}" for example: sales.liveperson.net

**Cookie type:** Persistent (Expires after 1 day)

#### HumanClickSiteContainer ID_<SITEID>

Used to allow LivePerson to distribute usage of its services across a cluster of servers (for load balancing purposes). This cookie is set when LivePerson's services initiate monitoring on the applicable customer's website.

It is used for sites on the Federation server; and details which element (container/session) in the Federation server is assigned to the visitor.

Disabling or blocking this cookie may limit or prevent the visitor from receiving assistance or offers from the customer's website via LivePerson's services.

**Structure:**

The browser creates the cookie name, path and domain:

"/hc/{SITEID}" for example: sales.liveperson.net

{: .notice}
This can only be viewed in the federation server.

**Cookie type:** Session

#### lpCloseInvite

Added in order to prevent the rare situation of repeat invitations

occurring. The cookie is dropped to avoid an invitation being displayed twice.

**Cookie type:** Session

#### OpenX

This cookie is used in conjunction with LivePerson's LP Marketer service. This cookie manages and optimizes the delivery of offers and other content via the websites of customers who have implemented LP Marketer. It is set when a visitor visits the website of a customer who has implemented LP Marketer provided that the anonymous usage data related to such visitor matches a current marketing campaign run by the customer.

**Note:** Disabling or blocking this cookie will prevent the visitor from receiving offers from the customer via LP Marketer but does not impact LivePerson's other services.

**Cookie type:** Persistent (Expires after 7 days)

### Chat Related Cookies

{: .notice}
LivePerson chat does not require cookies in order to operate.
### Monitoring Data

#### HumanClickCHATKEY
* **LPVID**: Visitor ID identified in Conversational Cloud. (1st party persistent)
* **LPSID-SiteID**: Current active (or last) monitoring session. (1st party session cookie)
* **LPSessionID**: Current active (or last) monitoring session. (3rd party HTTPOnly session cookie)
* **LPVisitorID**: Visitor ID identified in Conversational Cloud. (3rd party HTTPOnly persistent)
* **lpLastVisit-**: Last visit timestamp.
* **lpTabId**: Tab identifier to share data between browser tabs.
* **lpPmCalleeDfs**: For cross domain communication logic.

Creates a unique key to identify each chat session. Used for security purposes to identify each LivePerson chat and voice communication session. This cookie is set when the visitor to the customer's website requests an engagement within a chat or voice session with the customer.
### Conversation Data

Disabling or blocking this cookie may limit or prevent the visitor from receiving assistance on the customer's website via LivePerson's chat or voice services.
* **LPCID-SiteId**: Token for retrieving conversation data in the client only.
* **LPCKEY-SiteId**: Token for retrieving conversation data in the client only.
* **LivePersonID**: LivePerson chat identifier.
* **Storage_expiration-SiteId**: Timestamp for last storage usage.
* **lpStrMap**: Manages storages keys.
* **UIConf**: Stores conversation settings (features, logic etc.).
* **lpMessaging**-: Stores the JWT token and authentication code in messaging scenarios for messaging window recovery on navigation and cross tabs.
* **-lpuw**: Session state.

**Cookie type:** Session
### Login Cookies

LPit Used by LivePerson to allow the system to optimize its service. It is set when the visitor to the customer's website requests to engage in a chat session with the customer.
* **idpLastSiteId**: Last site id for Remember me functionality.
* **idpLastDomain**: Last domain used for login for Remember me functionality.
* **session_id**: Conversational Cloud agent session identification.
* **WSHumanClickServer**: Logical name of appserver handling the site.
* **WSHumanClickWebSession**: Appserver web session identifier.
* **WSHumanClickSiteNumber**: Site identifier.
* **agentSessionKey**: Agent session identifier in the appserver.

Disabling or blocking this cookie does not prevent chat from working.
You may also observe external cookies like **JSESSIONID** and **dtCookie**. **JSESSIONID** is used as a part of session management in J2EE web applications and are generated by servlet containers. **dtCookie** is a session cookie used to identify user sessions.

**Cookie type:** Session

For more detailed information on Cookies, please visit the [Developer Center](https://developers.liveperson.com/cookies-and-liveengage-overview.html)