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Chat widget from Text (LiveChat)

LiveChat and website tracking lawsuits

LiveChat is a customer support chat window that stores each conversation and tracks the visitor's path through your site.

Free, about a minute, no signup for your score.

What Suitcast knows about LiveChat

High risk

Type
Chat widget
Vendor
Text (LiveChat)

Requests the scanner matches to it

  • cdn.livechatinc.com
  • api.livechatinc.com
  • .livechatinc.com
  • .livechat.com

The short answer

LiveChat is a chat widget from Text (LiveChat). Suitcast rates its risk under the California Invasion of Privacy Act, CIPA, as high, because complaints describe scripts like it recording visitors before they consent. The fix is to load it only after a visitor accepts, or to remove it when it is not used.

Why complaints name it

Complaints describe chat tools like this as recording conversations and sharing them with a third party before the visitor agreed.

The act allows $5,000 per violation, which is why firms look for scripts that run the moment a page opens.

The fix

How to stop LiveChat firing before consent

Written for the person who runs the site, with the setting to change.

  1. Have your developer load the widget only after your cookie banner records an accept, and add a notice in the chat window that conversations are recorded.

  2. Remove it if the chat is no longer staffed.

How the scan checks this

  1. Loads your pages like a first visit. A real browser, nothing clicked, nothing accepted.
  2. Checks every request before the banner is answered. A request to cdn.livechatinc.com is matched to LiveChat and recorded with the millisecond it fired.
  3. Clicks reject and watches again. When the banner has a reject button, the scan presses it; if LiveChat keeps firing, the report says so.

Scanner rules and limits are on the methodology page.

Same type

Other chat widgets the scanner checks

Scripts of the same kind carry the same pattern in complaints, and the same fix.

Questions owners ask

Whether LiveChat is a problem, how to check your site, and where the counts come from.
Is having LiveChat on my site illegal?
No. The complaints do not claim the script is illegal; they claim it recorded a visitor before the visitor consented, or kept recording after the visitor declined. Loading LiveChat only after consent, or removing it when it is not used, is what removes the pattern the complaints describe.
How do I know if LiveChat fires before consent on my site?
Run the free scan. It loads your pages without clicking anything and checks every request that leaves the browser against its tracker catalog, recording the millisecond each match fired. If LiveChat appears, it fired before consent. When your banner has a reject button, the scan clicks it and reports whether the script kept firing.
Where do the case counts on this page come from?
From the complaint text of verified California Invasion of Privacy Act filings. When a complaint names this script, the case is linked to it. Complaints that are not yet available in the public record are not counted, so the number is a floor.

Keep going

Does LiveChat fire before consent on your site?

The free scan checks every request your pages make before the banner is answered, shows the millisecond LiveChat fired, and whether it kept firing after reject.

Free, about a minute, no signup for your score.

Suitcast identifies risk indicators. It is not legal advice and does not determine compliance.