eGain

eGain

Customer engagement platform offering AI-powered chat, virtual assistant, and knowledge base tools for customer service. The eGain script embeds a chat widget on service and support pages, routing users to live agents or automated responses. Tracks conversation history and customer intent signals.

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Overview

eGain is a customer engagement platform offering AI-powered chat, virtual assistants, and knowledge base tools for customer service. The script embeds a chat widget on support pages, routing users to live agents or automated responses.

What This Script Does

  • Loads a chat widget UI on service and support pages
  • Establishes a WebSocket or long-polling connection to eGain's messaging servers
  • Tracks conversation history and customer intent signals for agent routing
  • May set session cookies to maintain chat state across page navigations
  • Collects interaction data (messages sent, pages visited during chat) for support quality metrics

Consent & Compliance

  • Consent Category: Functional
  • Applicable Regulations: GDPR, ePrivacy Directive, CCPA
  • Opt-in Required: Generally no — live chat widgets are typically classified as functional tools that serve a legitimate user-initiated purpose

Should You Block This Without Consent?

No. eGain provides a functional customer service chat widget. Users actively choose to engage with the chat, and the data collected is necessary to deliver the support experience. Session cookies for chat continuity are considered strictly necessary.

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Consent Categories

Functional

Also Known As

eGaineGain chatAI customer service chatvirtual assistant widgeteGain knowledge basecustomer engagement platform

Industries

Computers Electronics and TechnologyProgramming and Developer SoftwareBusiness and Consumer ServicesBusiness Services

Tracked Domains (2)

analytics-egain.comFunctional
egain.cloudFunctional

Frequently Asked Questions

Does eGain require user consent for cookies?

Yes, consent is generally needed. eGain's chat widget sets session cookies for conversation state and may collect interaction data for agent routing. Under GDPR and ePrivacy rules, these non-essential cookies require consent, though the chat function may qualify for legitimate interest in some jurisdictions.

What cookies and data does eGain collect?

eGain's chat widget sets session cookies to preserve conversation history across page navigations. It collects user messages, tracks customer intent signals for routing to agents, and stores interaction metadata. A WebSocket or long-polling connection is established to eGain's messaging servers for real-time communication.

How does ConsentStack detect and manage eGain?

ConsentStack detects eGain's chat widget scripts and classifies them under the functional category. The widget is blocked until the visitor consents to functional cookies. Once granted, ConsentStack allows the chat widget to load and establish its messaging connection. If denied, the widget stays inactive.

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Manage consent for eGain

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

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