Infobip

Overview

Infobip is a global cloud communications platform headquartered in Croatia, operating across more than 190 countries. It provides omnichannel messaging infrastructure for SMS, email, voice, WhatsApp, Viber, and other messaging channels. While most of Infobip's functionality operates server-side through APIs, its customer-facing web presence typically manifests as embedded live chat and chatbot widgets that enable real-time visitor support directly on websites.

What This Script Does

When deployed on a website, Infobip's web chat SDK loads from livechat.infobip.com or related CDN domains. The script initializes a chat widget — typically a floating button in the corner of the page — that expands into a full conversation interface when clicked.

The chat widget sets session cookies to maintain conversation continuity as visitors navigate between pages. A session identifier cookie links the visitor to their active conversation thread, allowing support agents to see the full chat history within a single visit. If the implementation uses Infobip's People CDP integration, an additional persistent cookie may be set to recognize returning visitors across sessions, with a typical expiry of one year.

Data transmitted to Infobip's servers includes chat messages, visitor metadata (page URL, browser type, device information), and any pre-chat form data such as name and email address that visitors voluntarily provide. If integrated with Infobip's customer engagement hub, the widget may also collect behavioral signals like pages visited and time on site to support proactive chat triggers.

Consent & Compliance

Infobip is classified as functional. The live chat widget provides a customer support communication channel that visitors actively choose to engage with.

Under GDPR and the ePrivacy Directive, session-scoped chat cookies that maintain an active conversation are generally considered strictly necessary for a service explicitly requested by the user. However, if the implementation uses persistent visitor recognition cookies or behavioral data collection for proactive engagement triggers, those features extend beyond strictly necessary functionality and may require consent depending on the specific configuration.

Under CCPA/CPRA, chat transcripts and pre-chat form data constitute personal information. Organizations should disclose this data collection in their privacy policy and ensure data processing agreements are in place with Infobip, particularly given its cross-border data transfer implications.

Should You Block This Without Consent?

No. In its standard configuration as a customer support chat tool, Infobip provides functional communication services. If the implementation includes persistent visitor tracking or behavioral triggers through Infobip's engagement platform, those specific features should be evaluated for consent requirements separately from the core chat functionality.