Live Web Chat (NedBot)

Analytics Cookies

The following cookies are created by our web chat’s analytics platform, Matomo. They are used to help understand how visitors interact with the chatbot.

• Cookie name: _pk_id.*, Expires: Managed by Matomo configuration (stores an anonymous visitor identifier used for analytics and reporting)
• Cookie name: _pk_ses.*, Expires: Session-based (stores temporary session information used for analytics)
• Cookie name: mtm_journey_id, Expires: Managed by Matomo configuration (used to track a visitor’s journey and associate related events during a visit)
• Local Storage name: i18nextLng, Expires: Persists until changed or cleared by the browser (stores the user’s language preference, such as en-US, so the chatbot can display content in the selected language)
• Local Storage name: mtm_journey_id, Expires: Managed by Matomo configuration (supports analytics journey tracking across the user session)

Why the Session Cookie May Not Be Visible Immediately

The chatbot session cookie is not always created when the chatbot widget first loads. Analytics and language preference settings are initialized when the widget is displayed. However, the chatbot session itself is only created when a user begins interacting with the chatbot. As a result, it is expected that analytics cookies may be visible before chatbot session cookies are present.

Cookies Created During Chat Usage

Once a user starts interacting with the chatbot, the following session-management cookies may be created.

• Cookie name: gxa-sessionId-{customerUUID}, Expires: Expires after 30 minutes of inactivity and is automatically extended while the user remains active (unique identifier used to maintain the chatbot conversation session)
• Cookie name: gxa-sessionData-{customerUUID}, Expires: Expires after 30 minutes of inactivity and is automatically extended while the user remains active (stores temporary information required to support the active chatbot session)
• Cookie name: gxa-feedbackSessionId-{customerUUID}, Expires: Expires after 30 minutes of inactivity and is automatically extended while the user remains active (supports chatbot feedback and survey workflows)

Additional Storage During Chat Usage

When a user actively engages with the chatbot, additional temporary session data may be stored in the browser to support:

• Chat session continuity
• Feedback collection
• User experience enhancements
• Analytics and journey tracking

These values are temporary and session-related. They are automatically removed when the session expires or the browser session ends.

Conversation Content

Chat conversation content is not stored in browser cookies or local storage.