LiveAgent

What LiveAgent is and how it works

LiveAgent is a unified customer service platform from Quality Unit, a Slovak company, that combines ticketing, live chat, call centre, social media support and a knowledge base. The product is widely used by SaaS, e-commerce and B2B services to centralise customer conversations across channels. The live chat widget is the most visible component on customer websites: a small JavaScript snippet loads a chat button that, when clicked or proactively triggered, exchanges messages with LiveAgent servers in real time.

What data and cookies LiveAgent collects

On load, the LiveAgent widget sets several first party and third party cookies on the customer subdomain (typically agent.subdomain.ladesk.com), including la_id (visitor identifier), la_sid (session identifier) and lt_session. It also collects the visitor IP address, user agent, referrer, page URL, time on page and any data the visitor types into the chat. Optionally, agents can attach files and the platform stores complete chat transcripts indefinitely (subject to retention settings).

GDPR and ePrivacy implications

Although Quality Unit is established in the EU, the LiveAgent chat widget still falls under Article 5(3) of the ePrivacy Directive because it writes non strictly necessary cookies to the visitor browser. Most EU supervisory authorities (CNIL, BfDI, AEPD) consider live chat trackers as Functional or Marketing depending on configuration, and require prior consent unless the chat is loaded only after explicit user action (such as clicking a Contact button).

Consent requirements for the chat widget

In practice, two compliant patterns work for LiveAgent. Pattern A: block the widget script until the visitor accepts the Functional category in your consent manager, then load it on consent. Pattern B: replace the auto loading widget with a static Contact us button that only triggers the widget after the visitor clicks, which can rely on Art. 6(1)(b) GDPR (steps prior to entering a contract) and may not require a cookie consent banner. Pattern B is preferred when chat is reactive only and no proactive tracking is enabled.

Data transfers and sub-processors

LiveAgent infrastructure is primarily in the EU, but Quality Unit relies on sub-processors in the United States for CDN, error reporting (Sentry), notification services and AI features. Transfers to the US are governed by Standard Contractual Clauses and, where applicable, the EU, US Data Privacy Framework. The list of sub-processors is published by Quality Unit and should be reviewed and documented in your record of processing activities.

Practical compliance steps

Sign the LiveAgent Data Processing Agreement, list LiveAgent in your cookie policy and record of processing activities, gate the widget behind consent or use a click to load Contact pattern, document the sub-processor list and any cross border transfers, set chat retention to the minimum necessary, train agents not to record sensitive data in transcripts, and offer visitors a clear way to request access, deletion or portability of their chat history.