Last updated: September 2026
This Privacy Policy describes how Live Web Agent ("we", "us", or "our") collects, uses, and protects information when you use our website and the Live Web Agent chat service. By using the service, you agree to the collection and use of information in accordance with this policy.
Information We Collect
For website visitors who chat with a Live Web Agent widget
- Chat conversations — the questions you type and the answers you receive are processed to generate responses and are stored as conversation transcripts.
- Contact information you provide — if you choose to share your name, email address, or phone number during a chat (for example, when requesting a human agent or submitting a lead form), we collect that information on behalf of the website owner.
- Usage events — events such as widget opened, message sent, and escalation may be recorded and, where the website owner uses Google Analytics, forwarded to their analytics account.
For customers who subscribe to the service
- Account information — name, email address, billing details, and the WordPress site(s) you connect.
- Content you submit for processing — your website pages, posts, and uploaded documents, which are indexed to power your agent's answers.
How We Use Information
- To operate, maintain, and improve the chat service
- To generate accurate answers to visitor questions from website content
- To route escalations to human agents and deliver lead notifications
- To provide conversation analytics and knowledge gap reports to website owners
- To process billing and provide customer support
- To detect, prevent, and address abuse or security issues
We do not sell your personal information. We do not use customer content to train models for other customers.
Data Sharing and Processing
To generate AI responses, conversation content is processed by our AI infrastructure providers under agreements that restrict its use. Chat transcripts and contact details you provide are shared with the owner of the website whose agent you chatted with — that is the purpose of the service. We may also disclose information when required by law or to protect our rights and safety.
Data Retention
Conversation data is retained according to the website owner's plan (from 30 days on Starter up to 180 days on Enterprise), after which it is deleted. Customers may delete individual conversations or their entire account at any time, which removes associated conversation data.
Security
- Data is encrypted at rest and in transit
- Chat widgets are restricted to approved domains only
- Access to customer data is limited to personnel who need it to operate the service
Your Choices and Controls
As a customer, you control the data processed through your Live Web Agent account:
- You can delete conversations and their data at any time
- You can remove documents and site content from the knowledge base
- You can close your account, which stops all processing of your data
As a visitor, you can decline to share contact information in chat, and you can ask the website owner (whose agent you interacted with) to delete your conversation. Website owners can fulfill such requests directly from their dashboard.
Contact Us
Questions about this policy or your data? Contact us at support@livewebagent.com or use our contact page.