Answers Agent consent management and privacy

The Answers Agent chat widget loads only after a visitor grants the consent category configured for the site. This page covers what the agent stores. For selecting a category, see setup page.

Cookies the agent sets

These cookies are set on the organization’s Salesforce Experience Cloud domain, not the site’s own domain. Use the Experience Cloud domain when adding the cookies to a CMP, and check each cookie’s expiry in the browser to find the duration value required by the CMP.

Cookie	Description
BrowserId	Salesforce sets this cookie to identify the browser making requests to Salesforce services.
CookieConsentPolicy	Salesforce sets this cookie to record whether its own cookie consent policy has been applied
LSKey-c$CookieConsentPolicy	Salesforce sets this cookie to store the cookie consent policy value used by the chat widget

These are Salesforce platform cookies rather than cookies specific to the agent. A site with other Salesforce integrations may already list them, so check before adding duplicate entries.

These cookies are set on a third-party domain. Browsers that block third-party cookies, including Safari, will not store them. The agent still loads and works in those browsers, but may not set cookies.

Browser storage the agent uses

The agent also stores data outside of cookies, on the site’s own domain:

• Local storage: a key named after the site’s Salesforce Org ID, in the form 00D…_WEB_STORAGE, holding chat window state such as scroll position.
• Session storage: a key of the same name, used for the current session.

The agent creates these keys whether or not it has data to store, so they may appear empty.

Privacy policy

Messages a visitor sends to the agent are transmitted to Salesforce and processed to generate responses. The site’s privacy policy may need to disclose this, including any personal information a visitor may include in a message.