LivePerson

Overview

LivePerson is an enterprise-grade conversational AI and digital customer engagement platform used by large retailers, financial services firms, airlines, and telecommunications providers. Its platform combines AI-powered chatbots (through its Conversational Cloud and the Bella AI engine) with live human agent routing, enabling companies to manage customer service conversations across web chat, SMS, WhatsApp, Apple Messages for Business, and other messaging channels from a single platform. LivePerson has been in the conversational commerce space since 1995 and serves Fortune 500 companies globally.

On websites, LivePerson manifests as a messaging widget — typically a chat button or invitation banner — that opens a conversation window for customer support, sales assistance, or automated bot interactions. The widget integrates deeply with the host site's context, reading page-level signals to determine when and how to engage each visitor.

What This Script Does

Script loading: LivePerson loads from lptag.liveperson.net/tag/tag.js?site=[account-id] — a tag management script keyed to the merchant's LivePerson account. A secondary script bundle is loaded asynchronously from lpsnmedia.net or liveengage.com CDN endpoints.

Widget initialization: The tag script initializes the LivePerson Conversational Cloud SDK, which renders the chat widget UI and establishes a WebSocket connection to LivePerson's real-time messaging infrastructure at [account].msg.liveperson.net. WebSocket connections handle real-time message delivery between the visitor and the agent or bot.

Cookies set:

• lpLastVisit — First-party persistent cookie, up to 1 year, records the timestamp of the visitor's last interaction with the LivePerson widget for engagement rule evaluation
• lpSessionID — First-party session cookie, session duration, maintains the active conversation session and correlates messages within a single engagement
• LivePersonID / LPSID-[accountId] — Persistent cookies, 1–2 years, store an anonymized visitor identifier used for conversation continuity across page navigations and multi-session engagement history
• lpVID — Visitor ID cookie used for proactive engagement targeting, persists up to 1 year

Behavioral monitoring for proactive engagement: A significant feature of LivePerson is its proactive invitation system. The tag script monitors visitor behavior — pages viewed, time on page, scroll depth, exit intent signals, and referrer sources — to evaluate engagement rules configured in the LivePerson Conversational Cloud. When a visitor matches a rule (e.g., "spent more than 60 seconds on the pricing page"), LivePerson can automatically display an invitation to chat. This behavioral monitoring occurs before the visitor initiates any interaction.

Data transmitted: Conversation content, visitor context (current URL, referrer, pages visited), device information, and engagement metadata are sent to LivePerson's servers for routing, reporting, and AI model training.

Consent & Compliance

LivePerson is categorized as functional.

• Core chat (functional): Session cookies (lpSessionID) necessary for maintaining an active conversation qualify for the strictly necessary exemption under ePrivacy — the visitor has explicitly requested the chat service by initiating a conversation.
• Proactive engagement and persistent visitor identification: The LivePersonID, lpVID, and lpLastVisit persistent cookies that support cross-session visitor recognition and proactive targeting are not strictly necessary. These require consent under GDPR/ePrivacy, as they monitor visitor behavior and build engagement profiles before any service has been requested.
• GDPR: LivePerson offers a DPA and operates as a data processor. Standard Contractual Clauses cover EU-US data transfers.
• CCPA/CPRA: Conversation transcripts and behavioral targeting data constitute personal information. LivePerson operates as a service provider; disclosures should appear in the site's privacy policy.

Should You Block This Without Consent?

Conditional. If LivePerson is deployed strictly for reactive support (widget loads only when the user clicks a chat button) with session-only cookies, it can be classified as functional and loaded without a consent gate. If proactive engagement rules and persistent visitor identification cookies are active — which is the default enterprise configuration — the behavioral monitoring components require consent before the tag fires.