Cookie Policy

Our use of cookies

What is a Cookie?

A cookie is a simple text file that is stored on your computer or mobile device by a website’s server and only that server will be able to retrieve or read the contents of that cookie. Each cookie is unique to your web browser. It will contain some anonymous information such as a unique identifier and the site name and some digits and numbers. It allows a website to remember things like your preferences.

Cookies do lots of different jobs, like letting you navigate between pages efficiently, storing your preferences, and generally improving your experience of a website. Cookies make the interaction between you and the website faster and easier. Most websites you visit will use cookies, either for the duration of your visit (using a ‘session cookie’) or for repeat visits (using a ‘persistent cookie’). Some websites will even use cookies to enable them to target their advertising or marketing messages based for example, on your location and/or browsing habits (we do not use any of these types of cookies!)
Cookies may be set by the website you are visiting (‘first party cookies’) or they may be set by other websites that run content on the page you are viewing (‘third party cookies’).

Cookie settings

If you don’t want to receive certain categories of cookies on this website, you can change your cookie settings via your browser; your browser help function will tell you how. Alternatively, you may wish to visit www.aboutcookies.org, which contains comprehensive information on how to do this on a wide variety of desktop browsers.

Cookies our website uses

We use the following cookies:

Strictly necessary cookies. These are cookies that are required for the operation of our website. They include, for example, cookies that enable you to log into secure areas of our website.

sessionid – This cookie is only valid for your current visit and is used to manage our admin login system and to provide other functionality necessary for the site to work.
AWSALB, AWSALBCORS – This cookie expires after 7 days. This cookie is used by our load balancer to ensure your sessions are kept on the same server during your visits.
CookieControl - This cookie is used to remember a user’s choice about cookies on the site. Where users have previously indicated a preference, that user’s preference will be stored in this cookie.
googleTranslateActive – This cookie expires after 1 day. This cookie ensures Google Translate is open by default if in use (if applicable).
googtrans – This cookie is only valid for your current session. This cookie stores language setting (if applicable).
performanceCookieConsent – This cookie expires after 365 days. This cookie is used to ensure certain functionality is only loaded if you have consented to performance cookies.

Google Translate - We use Google Translate to allow you to translate this website into various languages. If you use this service and you are logged into Google, you have accepted Google's Privacy statement and cookie usage.

Performance cookies. These cookies collect information about how visitors use a website, for instance which pages visitors go to most often, and if they get error messages from web pages.

Cookies created by Matomo start with:

_pk_ref
_pk_cvar
_pk_id
_pk_ses
mtm_consent, mtm_consent_removed and mtm_cookie_consent: when you’re asking your users for consent
matomo_ignore, when you exclude yourself from being tracked (opt-out) using the cookie method or using the iframe opt-out method. (Note: when Matomo is setup on a different domain than the website being tracked, the matomo_ignore cookie will be a third party cookie. This cookie does not contain personal information or any ID and the cookie value is the same for all visitors)
matomo_sessid, when you use the opt-out feature (this is called a nonce and helps prevent CSRF security issues)
_pk_hsr, when you use the Heatmap or Session Recording)

You can also choose to Disable all first-party cookies from being set, for example for privacy reasons.

The following cookies are used by our Smartsupp chat service:

Functional Cookies

Name	Description	Storage
ssupp.vid	The main purpose of this cookie is to identify visitors to your website. Based on this, we can pair the visitor with a conversation when the page is reloaded. As a result, the ongoing conversation does not disappear even after the page is reloaded, so visitors can continue where they left off. This cookie therefore allows us to display the source, browser information, and number of visits that are listed in the visitor information in the Dashboard.	6-months

Name

Description

Storage

ssupp.vid

The main purpose of this cookie is to identify visitors to your website. Based on this, we can pair the visitor with a conversation when the page is reloaded. As a result, the ongoing conversation does not disappear even after the page is reloaded, so visitors can continue where they left off.

This cookie therefore allows us to display the source, browser information, and number of visits that are listed in the visitor information in the Dashboard.

6-months

Functional Local Storage

Name	Description	Storage
_ss.enableSounds	Stores the user's preference for whether the chat window should play sounds.	This is Local Storage, that is, persistent storage until the application or user deletes it.
ssupp_	Stores data relating to visitor and user preferences. The message (automatic) is activated when a visitor sends a message.	This is Local Storage, that is, persistent storage until the application or user deletes it.
ssupp_message	Saves the message that the user has begun writing so that when the user reloads the page, the message is preserved and does not disappear.	This is Local Storage, that is, persistent storage until the application or user deletes it.
ssupp_opened	Stores the chat open/closed value so that when the user reloads the page, the chat box returns to its previous state.	This is Local Storage, that is, persistent storage until the application or user deletes it.
ssupp_vid	It works the same way as the ssupp.vid cookie.	This is Local Storage, that is, persistent storage until the application or user deletes it.

Analytical Cookies

The following cookies are stored when you use Smartlook recordings.

Name		Description	Storage
SL_C_23361dd035530_KEY	project key	project keyCookies stored on websites that use Smartlook. This is an analytics tool that uses cookies, text files stored on your device, to analyze your behavior on websites. These cookies allow us to anonymously link the visits of individual visitors. Smartlook will use this information to provide an overview of the use of the website exclusively to the operator of the website. For more information, please see the Terms of Service and Privacy Policy directly on Smartlook's website.	2 years
SL_C_23361dd035530_SID	current session ID		2 years
SL_C_23361dd035530_VID	current session ID		2 years

Login Cookies

Entry Name	Description	Storage Type
idpLastSiteId	Last site id for Remember me functionality	Third party secure session cookie. Path: LivePerson domain. Stored as long as the session is active.
idpLastDomain	Last domain used for login for Remember me functionality	Third party secure session cookie. Path: LivePerson domain
session_id	Conversational Cloud agent session identification	Third party, httpOnly secure session cookie. Path: LivePerson domain
WSHumanClickServer	Logical name of appserver handling the site	Third party, secure session cookie. Path: /hc/web LivePerson domain
WSHumanClickWebSession	Appserver web session identifier	Third party, httpOnly secure session cookie. Path: /hc/s-siteid/web LivePerson domain
WSHumanClickSiteNumber	Site identifier	Third party, secure session cookie. Path: /hc/s-siteid/web LivePerson domain
agentSessionKey	Agent session identifier in the appserver	Third party, secure session cookie. Path: /api/account/accountid/agentSession LivePerson domain

CoBrowse Cookies

Entry Name	Description	Storage Type
s.browser	For transports based on HTTP (long-polling and callback-polling), CoBrowse sends a HTTP cookie with the handshake response, marked as HttpOnly, called s.browser. The cookie identifies the browser. See BAYEUX_BROWSER for details. Cookie is removed when the browser is closed.	Third party cookie. HttpOnly and Secure. Domain: CoBrowse Domain prefixed with siteId. Path: /sync.

Entry Name

Description

Storage Type

s.browser

For transports based on HTTP (long-polling and callback-polling), CoBrowse sends a HTTP cookie with the handshake response, marked as HttpOnly, called s.browser. The cookie identifies the browser. See BAYEUX_BROWSER for details. Cookie is removed when the browser is closed.

Third party cookie. HttpOnly and Secure. Domain: CoBrowse Domain prefixed with siteId.

Path: /sync.

ssupp.vid – Visitor ID (expires in 6 months)
ssupp.chatid – Conversation ID (expires when browser is closed)
ssupp.group – last group of visitor (expires when browser is closed)
ssupp.opened – is chat box opened (expires when browser is closed)
ssupp.barclicked – When chat box is opened, needed for automatic messages (expires when browser is closed)
ssupp.message – stores content in text area if page is refreshed (expires when browser is closed)
ssupp.unreaded – Number of unread messages (expires when browser is closed)
ssupp.visits – number of previous visits, necessary to track for automatic messages (expires after 6 months)

If you use the ReadSpeaker text to speech plug in and accessibility tools the following cookies will be set to remember your settings during use:

_rspkrLoadCore - an initiation cookie that determines whether or not to load the scripts on page load. This cookie is a session-only cookie. The cookie is set after the service has been activated, e.g. when you have interacted with the player. The use of this cookie is so that we know that the user has activated the service on a page. This way we'll automatically load in the ReadSpeaker scripts when the user navigates to a different page, so that the user will get audio quicker.
ReadSpeakerSettings - a cookie that is set if you change a setting in the settings menu. The cookie has a lifetime of 360000000ms (ie about 4 days).

Targeting cookies or advertising cookies. These cookies are used to deliver adverts more relevant to you and your interests. They are also used to limit the number of times you see an advertisement as well as help measure the effectiveness of the advertising campaign.

Separately, Google Translate will create LocalStorage entry content.googleapis.com. This store appears to remain empty and unused by Google but its creation cannot be suppressed.

This website does not use targeting cookies or advertising cookies.