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Service Cloud Chat Cookies
Service Cloud Chat uses cookies to improve functionality and accelerate processing times. By saving a user’s settings, cookies can enhance the user’s experience and the Chat performance.
Required Editions
| View supported editions. |
Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat features that you love plus asynchronous conversations that can be picked back up at any time. Learn about migrating in Help and Trailhead.
Salesforce doesn’t currently provide out-of-the-box functionality for end-user cookie consent management for Chat. The platform is compatible with many existing third-party solutions. We recommend that you work with you internal IT teams or consult your implementation partners to identify the right solution for your organization’s needs.
Service Cloud Chat collects two different types of cookies:
- Required: Strictly necessary for the website to work correctly.
- Functional: Used for analytics and performance.
The following table describes the Chat cookies collected by Salesforce.
| Cookie Name | Duration | Cookie Type | Description |
|---|---|---|---|
"liveagent_invite_rejected_"+this.buttonId
|
Session | Required | Remembers the rules set by an admin to hide a chat invite button after a visitor accepts or rejects it. Without the cookie, the button repeatedly appears when triggered. |
liveagent_sid
|
Session | Functional | Captures a unique pseudonymous ID when a user requests a chat during an active session. Agent won’t know if a user is browsing to offer specific advice without the cookie. |
| liveagent_chatted | Session | Functional | Captures where a user requests a chat during an active session. Agent won’t know where a user is browsing to offer specific advice without the cookie. |
liveagent_vc
|
1 year | Functional | Counts a user’s distinct browsing sessions on your website after closing previous sessions. Agent won’t see this information without the cookie. |
liveagent_oref
|
1 year | Functional | Captures how visitors arrive at your website from either search results or affiliate links. This information won’t be available to agents without the cookie. |
liveagent_ptid
|
1 year | Functional | Links previous chats and transcripts from a single visitor. For chats without this cookie, new LiveChatVisitor records or a new LiveChatTranscript are created each time for the same visitor. |
