Overview
Support Portal uses a limited set of cookies to maintain session state and ensure consistent operation of the platform. This document provides a comprehensive inventory of all cookies set by the platform, their purposes, retention characteristics, and relevance to data privacy regulations including GDPR, CCPA, and sector-specific compliance frameworks.
Operational Objective
Review the cookie inventory below to inform your organization's privacy policy, cookie consent implementation, and regulatory compliance documentation. Organizations operating under GDPR, CCPA, or equivalent data protection regulations should incorporate this information into their data processing records.
Chat Widget Cookies
The following cookies are set in the browser of end-users who interact with the customer-facing live chat widget:
| Cookie Name | Purpose | Classification |
|---|---|---|
cw_conversation |
Maintains conversation continuity as the contact navigates between pages or returns to the website in a subsequent session. Ensures the conversation thread is preserved without requiring the contact to re-identify. | Strictly necessary |
cw_user_{identifier} |
Caches contact identity data when a contact has been identified through the SDK setUser method. The {identifier} portion corresponds to the unique contact identifier provided during identification. |
Strictly necessary |
Operator Dashboard Cookies
The following cookies are set in the browser of operators and administrators accessing the Support Portal dashboard:
| Cookie Name | Purpose | Classification |
|---|---|---|
_supportportal_session |
Maintains the authenticated session for the Super Admin panel. Required for administrative access persistence across page navigations. | Strictly necessary |
cw_d_session_info |
Maintains the authenticated session for the operator dashboard. Stores session metadata for the currently authenticated operator. | Strictly necessary |
Privacy and Compliance Considerations
All cookies used by Support Portal are classified as strictly necessary for the functional operation of the platform. They do not track user behavior for analytics, advertising, or profiling purposes.
Key compliance characteristics:
- No third-party tracking: Support Portal does not set cookies for advertising networks, behavioral analytics, or cross-site tracking.
- Session-scoped data: Dashboard session cookies expire when the authenticated session ends or upon explicit sign-out.
- Data minimization: Only the minimum data required for session persistence and contact continuity is stored in cookies.
- Self-hosted control: Organizations operating self-hosted deployments retain full control over cookie domain configuration and retention policies at the infrastructure level.
Governance Recommendation
For organizations subject to GDPR, CCPA, or industry-specific data protection requirements (such as telecommunications regulations or government data handling standards), the cookies listed above should be documented in your:
- Cookie policy and consent notices.
- Data processing records (GDPR Article 30).
- Privacy impact assessments where applicable.
Since all Support Portal cookies are strictly necessary for platform operation, they typically fall under the exemption from explicit consent requirements under GDPR. However, transparency obligations still apply, and these cookies should be disclosed in your public-facing cookie policy.