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Freshchat

Freshchat

Customer messaging and live chat platform by Freshworks. Scripts embed a real-time chat widget on websites, enabling visitor-to-agent conversations. Sets session cookies to persist chat history and visitor identity across page views.

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Overview

Freshchat is Freshworks' customer messaging platform, part of the broader Freshworks suite that includes Freshdesk, Freshsales, and Freshservice. When Freshchat's scripts appear on websites, they're deploying a live chat widget that enables real-time conversations between visitors and support agents, with conversation history that persists across sessions.

Freshchat integrates tightly with Freshworks' other products, allowing chat conversations to feed into helpdesk tickets, CRM records, and marketing automation.

What This Script Does

Freshchat's scripts embed customer messaging on your website:

  • Chat widget: Renders a floating chat interface for real-time visitor-to-agent messaging
  • Chatbot flows: Deploys automated conversation flows for common queries and lead qualification
  • Session cookies: Sets cookies to maintain chat sessions and identify returning visitors for conversation continuity
  • Visitor identity: Collects browser identifiers and browsing context for agent reference
  • Chat transcript storage: Records and persists conversation history
  • Agent availability: Shows real-time agent availability and routes conversations appropriately

Consent & Compliance

  • GDPR: Chat transcripts and visitor identifiers constitute personal data. Freshworks acts as a data processor. Visitor-initiated conversations have a functional basis.
  • ePrivacy Directive: Session cookies for active conversations are likely strictly necessary. Persistent cookies for returning visitor identification may need consent.

Should You Block This Without Consent?

Freshchat's widget serves a functional customer support purpose. Visitors actively initiate conversations to get help. Session cookies support the chat service. The core functionality is visitor-serving without marketing tracking.

No.

Is Freshchat GDPR compliant?

Freshchat typically loads functional trackers, which are not strictly necessary for your site to work. Under the GDPR and the ePrivacy Directive, non-essential cookies and trackers must stay blocked until a visitor gives clear opt-in consent. So Freshchat can be fully GDPR compliant, but only if your site holds its scripts until consent is granted and lets visitors decline just as easily. Compliance depends on how your site loads Freshchat, not on Freshchat itself.

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Consent Categories

Functional

Also Known As

freshchat consentfreshchat cookiesfreshchat gdprfreshchat live chat privacyfreshworks chat cookie consentfreshchat widget tracking

Industries

Computers Electronics and TechnologyProgramming and Developer SoftwareBusiness and Consumer ServicesMarketing and Advertising

Tracked Domains (1)

freshchat.comFunctional

freshchat.com is a functional domain operated by Freshchat, used to run site features like chat, video, embeds, and preferences.

Cookies Freshchat Sets (2)

fc_session_id

Freshchat (Freshworks) live-chat session identifier. Persists the current chat session so messages, agent assignment, and unread state survive page reloads while the visitor is on the site.

fc_visitor_id

Freshchat anonymous visitor identifier for chat conversation continuity.

Frequently Asked Questions

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Manage consent for Freshchat

ConsentStack automatically detects and manages Freshchat trackers so your site stays compliant with global privacy regulations.

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