Home > What Cookies does SnapEngage set on the visitors computer?
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About This Article
This article will cover the list of cookies set by SnapEngage .
How SnapEngage Uses Cookies
This Cookie Policy explains how SnapEngage (the application) uses cookies to operate the chat and recognize your visitors when they visit websites or applications where you have installed SnapEngage. It explains what these technologies are and why the SnapEngage service uses them.
SnapEngage may process personal data about your visitors when we use cookies, for example, their IP address, username, unique identifier, or an email address. Where we do so we will only process this personal data in compliance with our Privacy Policy. You can read about how and why we collect this personal data and how you can exercise your rights under applicable data protection law here.
What are cookies?
Cookies are small files that are placed on a visitor’s computer or mobile device when they visit a website or web application. Cookies are widely used by online services to help to make the interaction with users faster and easier. They are also used by some services (though not by SnapEngage) to provide reporting information and facilitate online advertising.
What type of cookies do we use?
We use the following types of cookies in as part of our SnapEngage visitor chat experience:
Strictly Necessary Cookies
We use essential cookies to make the SnapEngage chat service work. These cookies are required to enable core functionality such as security or the transaction of chat messages. Without them your visitors wouldn’t be able to use basic services. Your visitors could disable these by changing their browser settings, but this will prevent SnapEngage from working at all.
Functionality cookies
These cookies are used to enhance the functionality and usability of our chat experience but they are non-essential. However, without these cookies, certain functionality like proactive chat may not work or the user experience may be downgraded (for example, remembering who a visitor is from previous chats). Currently, it is not possible for you or your site visitors to selectively disable only the “Functionality” cookies, but this may become possible in the future.
Strictly Necessary
- SnapABugChatSession, ttl=16min,
Function: This cookie is set during an active chat in progress to keep track of the session so that a chat can persist across the pages of the website.
Type: Strictly Necessary. This cookie is necessary for SnapEngage to function properly.
- SnapABugNoProactiveChat, ttl=30min (configurable)
Function: This cookie is set to either ‘yes’ or ‘no’ and is used to control whether or not the SnapEngage chat widget should re-prompt the visitor with a proactive chat message. This is based on the SnapEngage admin configuration setting “Proactive chat re-engagement delay”. Once the chat box was closed or the chat was responded to by the visitor, the cookie will be set to “no” until the re-engagement delay has expired. If “Yes”, SnapEngage will evaluate the available proactive rules to prompt the visitor with a new message (if one of the rules applies).
Type: Strictly Necessary. This cookie is necessary for SnapEngage to function properly and avoid constantly engaging the visitor with proactive chat messages triggers.
- SnapABugChatPoll, ttl=16min
Function: Tracking of the index of the chat messages received
Type: Strictly Necessary. This cookie is necessary for SnapEngage to function properly.
- SnapABugChatView, ttl=16min,
Function: This cookie is enforcing that only one chat window is available for the user per active chat session. Once a new page is reloaded, the previous chat window will be removed.
Type: Strictly Necessary. This cookie is necessary for SnapEngage to function properly.
- SnapABugBanned, ttl=30 days,
Function: This cookie records when a visitor is banned from chatting by agent (ban command) to prevent future chats. This will disable the chat but not affect the offline message functionality when enabled.
Type: Strictly Necessary. This cookie is necessary for SnapEngage to function properly.
- SnapABugChatWindow, ttl=30min,
Function: This cookie records the position and minimized status of the chat box when the visitor navigates across the page.
Type: Strictly Necessary. Without this cookie, the UI would behave erratically in a way that would be disruptive to basic usability.
- SnapABugMinimizeStashCookie, ttl=0 (per click only),
Function: This cookie is used for the detection of new messages while the chat is minimized, so that messages persist during navigation across site pages.
Type: Strictly Necessary. This cookie is necessary for SnapEngage to function properly.
- SnapABugAgentAvatar,ttl=16min,
Function: This cookie stores the agent image URL in order to show the agent avatar on the minimize state of the chat.
Type: Strictly Necessary. This cookie is necessary for SnapEngage to function properly.
Functionality
- SnapABugApproval, ttl=1year,
Function: stores the visitor’s acceptance of the Approval Checker so that they are not prompted by it again if they have accepted it within 1 year.
Type: Functionality.
- SnapABugChatMessage, ttl=16min,
Function: This cookie keeps track of a partial message entered by visitor into the chat input area, and guarantees persistence of that message across page changes on the same domain.
Type: Functionality. The chat experience will be degraded without this, but still possible.
- SnapABugRef, ttl=120min
Function: This cookie is recording of origin and site entry to display the referring URL to the chat agent to gain insight into the source of the visitor and the context of the chat.
Type: Functionality. It helps agents deliver a better experience by giving agents context, but chat can be conducted without this information.
- SnapABugUserEmail, ttl=1 year,
Function: This cookie stores the visitor email address. It is used to pre-populate the prechat or offline form ’email’ field. This cookie data may be collected in multiple ways: on use of the setUserEmail() Javascript API and then submit of the prechat or offline form, on submit of the prechat or offline form, or on agent’s use of the /email chat command.
Type: Functionality. Optional cookie to improve the user experience by not forcing the agent to ask for an email if that information was already collected.
- SnapABugUserAlias, ttl=1 year,
Function: This cookie stores the visitor alias (name) on use of the setUserName() Javascript API. This cookie is used to support subsequent chats so that once it is known, the chat agent doesn’t need to collect the information again. This alias also will get displayed on the chatbox (as the visitor’s name), prechat form (as the value of the ‘name’ field, if it exists), and offline form (as the value of the ‘name’ field, if it exists).
Type: Functionality. Optional cookie to improve the the user’s and agent’s experience and prevent repetitive questions.
- SnapABugHistory, ttl=1year
Function: This cookie is used to keep track of the visitor visits and last chats. Based on the history cookie the previous five chat transcripts are displayed to the agent in the chat to allow faster understanding of the visitor conversation context, and faster resolutions.
Type: Functionality.
- SnapABugVisit, ttl=0 (session only), detection of new session
Function: This cookie is used to keep track of the visitor visits. Based on the history cookie the number of visits is recorded and shown to the agent in the chat. It is also used for the ‘returning visitor’ proactive chat rule. With this returning visitors can be greeted differently.
Type: Functionality. Some chat functionality will be impacted without the cookie.
Deprecated
- SnapABugUserName [DEPRECATED], see SnapABugUserAlias which has replaced this cookie.
Function: DEPRECATED
Type: DEPRECATED
The only personal information about the visitor stored in a cookie is the email address they provided. This information is scrambled (not readable in plain text)
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Loading ...Published January 18, 2012