LiveChat requires consent for Preference Cookies

AI Commerce will only load LiveChat after the customer has allowed Preference Cookies . The chat service script will not be loaded and the chat will not open until this consent has been given. The cookie selection is therefore part of the integration launch condition, not just a setting that affects the appearance of the chat window.

Consent is stored in the store's GDPR cookie preference under the name preferences . When stored true , LiveChat can be loaded in the chat button defined by the store. If consent is not given, the value is missing, or it is not true , chat will remain disabled. LiveChat must also be configured for that store; cookie consent alone does not create the missing integration.

Customer enables chat from cookie banner

The customer can allow LiveChat by clicking Accept cookies in the cookie banner. If the customer wants to select cookie categories separately, they open Settings , enable Preference cookies and confirm the selection with the Save and Close button. After this, the page can load the chat service and the store chat button can be opened.

The starting point of the chat depends on the execution of the transaction.

• One of the ready-made storefront texts is Start Chat on the FAQ page, but the same chat can also be displayed on another store-specific button.
• If the button does not appear after consenting, refresh the page once and check that the Preference Cookies selection was retained.
• If other cookies were accepted but Preference cookies were excluded, the chat will not start.

LiveChat stays away without consent

LiveChat will not load when Preference cookies are disabled. The customer may be prompted to allow the required cookie category before opening the chat. Accepting essential, analytics, or marketing cookies does not replace consent to Preference cookies, as the chat launch condition specifically checks preferences value.

If the customer later disables Preference Cookies and saves the choice, LiveChat will be disabled at the same time.

• After the change, check that the chat button does not open the service and that the chat service script does not restart when the page changes.
• If the already opened chat remains visible, close it, refresh the page, and report the problem to store management; removing consent should prevent further use of the integration.

The name and email of the logged-in customer can be forwarded

The first name and email address of a logged-in customer can be automatically transmitted to LiveChat if both information are in the customer account. Pre-filling the information speeds up the start of the conversation, as the customer does not have to enter the same information in the chat form again. The transmission only occurs when the chat starts after consenting to the Preference Cookies.

If the customer is not logged in or the customer account is missing a first name or email address, automatic identification should not be allowed in the chat.

• The customer completes the information requested by the service in the chat themselves.
• In chat, order, payment or other customer information should not be transmitted based on pre-filling alone, but the customer is identified and the handling of the matter is limited in accordance with the store's customer service process.

The same consent logic applies to other chat integrations

AI Commerce uses the same Preference Cookie consent logic in other out-of-the-box chat integrations. There are implementations for Beacon, Giosg, LiveChat, Serviceform, Tawk, and Zendesk chat. The store only uses the service it is assigned to, so you don't have to wait for buttons or scripts from all services to appear on the same page.

When changing the chat service, test the absence, granting, and removal of consent, as well as the pre-filling of logged-in customer information again.

• Additionally, ensure the service's own identifier, allowed domain name, language, location of the chat button, and that the old service's script is not left on the page.
• If consent works but the chat doesn't load, collect the store address, service used, browser, cookie selection, and replay steps for the support request.