Cookie Policy

Talkative helps organisations convert online customers by enabling human communication through websites. The Talkative solution allows companies to embed voice, video, chat and cobrowsing into their websites.

This cookie policy overview document explains how our cookies work and what personal data we might collect from website visitors. This policy applies for Talkative’s Engage solution and other related products (collectively, the “Solution”) directly or through a Talkative client (for example, on a Talkative client's website or mobile app).

Talkative cookies can be considered as being in two different categories: Pre-Interaction Cookies, and Interaction Cookies.

Pre-Interaction Cookies

Talkative uses cookies to collect 'customer journey' information about the website visitor when they land on the website, before they start an interaction. The two cookies are:

talkative_customer_journey
talkative_customer_journey_initial_time

These two cookies provide the agent with a concise overview of which website pages the customer visited (on only that same website) before starting an engagement session (e.g. chat/call), to give the agent some context around the purpose of the customer's visit. These cookies expire after 1 hour.

Interaction Cookies

Talkative uses an additional cookie once an interaction (chat, webcall, cobrowse) has started:

talkative_interaction_uuid
talkative_customer_uuid

This cookie ensures engagement sessions continue across page changes and is required for security reasons. This cookie expires after 1 year, since it is used to identify 'returning' visitors, providing agents with context of previous interactions. Talkative also stores chat transcripts and the IP address of this interaction. This data is deleted after 6 months in line with the standard Data Processing Agreement. Further cookies that can be included, depending on the nature of the interaction, are as follows:

talkative_agent_offer
talkative_chat_start_time
talkative_interaction_chat
talkative_interaction_cobrowse
talkative_interaction_video
talkative_interaction_voice

Summary Of Talkative Cookies

Cookie Purpose Description
talkative_agent_offer App State Agent feature offer status and which feature is being offered to the customer by the agent.
talkative_chat_start_time Statistics Stores the local time of Chat feature start
talkative_customer_journey Statistics Customer Journey data is data on the last 10 visited pages of the website
talkative_customer_journey_initial_time Statistics Local time for initial customer journey
talkative_interaction_uuid App State Allows chat sessions to persist across page changes/reloads
talkative_customer_uuid App State Allows returning customers to be identified
talkative_interaction_chat App State Chat feature status (on/off)
talkative_interaction_cobrowse App State Cobrowse feature status (on/off)
talkative_interaction_video App State Video feature status (on/off)
talkative_interaction_voice App State Voice feature status (on/off)

Device Spec Data

Talkative collects the following information from the website visitor about their device:

  • IP address
    • Country
    • Location
  • OS
  • OS version
  • Browser
  • Browser version
  • Camera availability (y/n)
  • Microphone availability (y/n)
  • Speaker availability (y/n)
  • Internet speed

This information is used as part of the Quality of Service monitoring to ensure an optimal experience for the website visitor. For example, if the website visitor does not have a microphone detected, they are not offered an option for a webcall.

Customer Journey Data

The pre-interaction cookies collect basic information about how that website visitor has interacted with the website up until that point.

The following data is collected:

  • URL of page visited
  • <title> of page
  • Time spent on each page

This information is presented to the Talkative agent to provide some context around the inbound interaction.

Your choice

Web browsers are usually set to accept cookies. However, if you prefer not to receive cookies, you typically have the option of setting your browser to refuse cookies. If your browser is set to refuse cookies, it is likely that some of the functionality offered by Talkative will not be available or will not work as effectively for you.

For further information about cookies, including how to see what cookies have been set on your device and how to manage and delete them, you can visit www.allaboutcookies.org

Last updated on 10th Dec 2018