What cookies and local storage entities are used by Digital DX AI widgets?

The following table lists all customer-side cookies used in widgets to provide reporting and analytics capabilities. Customers stay anonymous and their unique visitor IDs are only used to group customer queries in reports.

Cookie name Example value Description
bc.visitor_token 5d1ab47f-f7de-14c9-0045-b8d7c8a7c18b Identifies the visitor in Business Insights, used also when navigating across subdomains and by the customer information hub.
u v2,EU1,38DA82AC634C0F31 The cookie is used by visitors' engagement tracking in Bold360Ai's reporting system and leveraged by internal analytics tools. If the 'u' cookie is blocked, then the Engagement and Interaction data in legacy AI reporting is distorted.
35EBBB48 cv_4#t_ED43D8F69#v_1#lv_ ED43D8F57#e_00000000 Legacy visitor journey tracking cookie. There is one cookie per visitor journey.

Digital DX AI also uses customer-side localStorage entities in Conversational widgets to provide widget state persistence. You can change it to sessionStorage with the public widget API, but the content of the storage remains the same:

Storage key Storage value Description
bc.visitor_token 5d1ab47f-f7de-14c9-0045-b8d7c8a7c18b To provide better persistence and reporting, the unique visitor token is also currently stored in the localStorage of the customer's website.
nanorep.float.conversational. product_demo.kb904641352 {"convId":"7835951554271442645", "convLog":[...]} Stores widget state, including current conversation ID, chat history, active live-chat channel information and so on.


List of cookies used by Digital DX

Genesys DX/Bold360 cookies track the actions associated with a website customer's activity on this website to allow the website owner to provide accurate, helpful and feature-rich web chat features.

This data is handled as follows:

  • Suppressible by the customer who limits browser cookies
  • Used to identify behavior of a user on the website for purposes of Digital DX chat features (e.g. aggregated performance/analytics reporting, chat, visit, conversion history individual reporting)
  • Only useful during the visit or upon a subsequent visit
  • Not available between customers
  • Protected by the Digital DX secure infrastructure

The first five (5) are targeting types for uniquely identifying the website user within the Digital DX service and are used for things like targeted chat invitation, allowing a chat agent to better assist the website customer during a chat session, and for aggregate reporting. The latter four (4) are strictly necessary and only used for chat-related functionality.

Personalization

This cookie is used for providing the proper content based on context settings (query parameter).

Cookie nrContext2
Host 1st Party Website
Type 1st Party
Category Performance/Functionality
Expiration End of session
Purpose Bold360Ai is providing context-based, tailored content to customers in order to find the most relevant answers to their problem. The 'nrContext2' cookie is stored for collecting the right context from the user's machine.  
Creation When the website user loads a page containing a chat button/customer monitoring script or when a chat session launches.

Harmony

These cookies are used for seamless integration of AI interactions (search, botchat) and live agent chats.

Cookie _bc-chat-ended
Host 1st Party Website
Type 1st Party
Category Performance/Functionality
Expiration End of session
Purpose Stores a unique, anonymous identifier (VisitID) to allow Digital DX to recognize a particular browsing session or visit to the website.
Creation When the website user loads a page containing a chat button/customer monitoring script or when a chat session launches.
Cookie _bcContinueChat
Host 1st Party Website
Type 1st Party
Category Performance/Functionality
Expiration End of session
Purpose Stores a unique, anonymous identifier (VisitID) to allow Digital DX to recognize a particular browsing session or visit to the website.
Creation When the website user loads a page containing a chat button/customer monitoring script or when a chat session launches.
Cookie _bcvm_vid_{visitorParam}
Host 1st Party Website
Type 1st Party
Category Performance/Functionality
Expiration End of session
Purpose Stores a unique, anonymous identifier (VisitID) to allow Digital DX to recognize a particular browsing session or visit to the website.
Creation When the website user loads a page containing a chat button/customer monitoring script or when a chat session launches.
Cookie _bcvm_vrid_{visitorParam}
Host 1st Party Website
Type 1st Party
Category Performance/Functionality
Expiration Persistent
Purpose Stores a unique, anonymous identifier (VisitorID) to allow Digital DX  to recognize the website user during current and subsequent visits to the website.
Creation When the website user loads a page containing a chat button/customer monitoring script or when a chat session launches.
Cookie bc_pv_end
Host 1st Party Website
Type 1st Party
Category Performance/Functionality
Expiration End of session / 30 seconds
Purpose Improves accuracy of pageview tracking when a website user (customer) moves between pages.
Creation When the website user changes pages.
Cookie bc-visit-id
Host bold360.com
Type 3rd Party
Category Performance/Functionality
Expiration End of session
Purpose Same as _bcvm_vid_{visitorParam}. Stores a unique, anonymous identifier (VisitID) to allow Digital DX to recognize a particular browsing session or visit to the website.
Creation When the website user loads a page containing a chat button / customer monitoring script or when a chat session launches.
Cookie bc-visitor-id
Host bold360.com
Type 3rd Party
Category Performance/Functionality
Expiration Persistent
Purpose Same as _bcvm_vrid_{visitorParam}. Stores a unique, anonymous identifier (VisitorID) to allow Digital DX to recognize the website user during current and subsequent visits to the website.
Creation When the website user loads a page containing a chat button / customer monitoring script or when a chat session launches.
Cookie _bc-curl
Host 1st Party Website
Type 1st Party
Category Performance/Functionality
Expiration End of session
Purpose Identifies the state of the layered chat window when the website user changes pages on the website so the chat window can be maintained.
Creation When the layered chat window is opened.
Cookie _url-cid
Host livechat.boldchat.com
Type 3rd Party
Category Performance/Functionality
Expiration End of session
Purpose Used to identify the cached URL of the open chat window for the website user.
Creation When the layered chat window is opened.
Cookie _bc_aa*

(_bc_aas, _bc_aaq, _bc_aasi-XXX-XXX-viewed, _bc_aasc)

Host livechat.boldchat.com
Type 3rd Party
Category Performance/Functionality
Expiration End of session
Purpose Used to identify the current state of auto-answers being shown to the customer within the chat window.
Creation When auto-answers is shown and used within the chat window, and only if Local Storage is not supported by the browser.
Cookie _reboot-cid
Host livechat.boldchat.com
Type 3rd Party
Category Essential
Expiration End of session
Purpose Used to track the chat URL to be reloaded after a Rescue-initiated reboot (in order to reconstitute the chat session).
Creation When a Rescue-initiated reboot is triggered.
Cookie _bcck
Host livechat.boldchat.com
Type 1st party
Category Performance/Functionality
Expiration 2 hours
Purpose Used for chat validation, chat start.
Creation When the website user loads a page containing a chat button / customer monitoring script or when a chat session launches.
Cookie _bc-escalation
Host livechat.boldchat.com
Type 1st party
Category Performance/Functionality
Expiration End of session
Purpose Stores the escalation state.
Creation When the website user loads a page containing a chat button / customer monitoring script or when a chat session launches.
Cookie _bc-escalation-time
Host livechat.boldchat.com
Type 1st party
Category Performance/Functionality
Expiration 2 hours
Purpose Keeps chat in sync when refreshed or new tabs are opened.
Creation When the website user loads a page containing a chat button / customer monitoring script or when a chat session launches.
Cookie _bc-prechat-submitted_{chat_id}
Host livechat.boldchat.com
Type 1st party
Category Performance/Functionality
Expiration 24 hours
Purpose Keeps prechat form in sync when refreshed or new tabs are opened. Only placed when prechat feature is used.
Creation When the website user loads a page containing a chat button / customer monitoring script or when a chat session launches.
Cookie csrf-token
Host livechat.boldchat.com
Type 1st party
Category Performance/Functionality
Expiration End of session
Purpose Stores security token for safe form submission.
Creation When the website user loads a page containing a chat button / customer monitoring script or when a chat session launches.