Cookie Policy
Effective Date: June 2025
At HelpCrunch, we respect your privacy and are committed to protecting your personal data. This Cookie Policy explains how we collect, store, and use cookies when you visit our website www.helpcrunch.com. Please read this policy carefully to understand our practices regarding cookies and how we treat your personal data.
What Are Cookies?
Cookies are small text files stored on your device that help us improve your experience on our website, provide personalized content, and track the performance of our services.
Types of Cookies We Use
We use different types of cookies categorized as follows:
- Strictly Necessary Cookies: These cookies are essential for the functioning of our website and cannot be turned off. They enable you to navigate the website and use its features.
- Performance Cookies: These cookies help us understand how visitors interact with our website. They collect information about how visitors use the site, such as pages visited and links clicked, without collecting personally identifiable information.
- Targeting Cookies: These cookies are used to deliver advertisements that are more relevant to you and your interests. They also help track the effectiveness of advertising campaigns.
- Widget Cookies: These cookies are essential for the operation of the HelpCrunch widget and cannot be disabled. They enable core functionality of the widget, such as page navigation, chat operations, and session management. Without these cookies, the widget will not work as intended, and we will be unable to provide you with customer support.
Cookies We Use
Strictly Necessary Cookies
| Cookie Key | Domain | Expiration | Purpose | Category |
| _GRECAPTCHA | .google.com | 6 months | Google reCAPTCHA sets a necessary cookie (_GRECAPTCHA) for risk analysis. | Strictly Necessary |
| locale | .helpcrunch.com | Session | Remembers user locale for language and location preferences after logout. | Strictly Necessary |
| pll_language | .helpcrunch.com | 1 year | Stores language settings. | Strictly Necessary |
Performance Cookies
| Cookie Key | Domain | Expiration | Purpose | Category |
| _ga_BCK852NN4E | .helpcrunch.com | 1 year 1 month | Used by Google Analytics to persist session state. | Performance |
| _ga | .helpcrunch.com | 1 year 1 month | Distinguishes unique users for session and campaign data calculation. | Performance |
| _pk_ses.1.104f | .helpcrunch.com | 30 minutes | Used by Piwik (Matomo) for tracking visitor behavior and site performance. | Performance |
| _gid | .helpcrunch.com | 1 day | Used by Google Analytics to track page views. | Performance |
| _gat_UA-85630983-2 | .helpcrunch.com | 53 seconds | Limits the data recorded by Google Analytics during high traffic. | Performance |
| _pk_id.1.104f | .helpcrunch.com | 1 year | Used by Piwik (Matomo) for tracking visitor behavior across sessions. | Performance |
| CLID | .clarity.ms | 1 year | Used by Microsoft Clarity for tracking user sessions and behaviors. | Performance |
| _clsk | .clarity.ms | 1 day | Used by Microsoft Clarity to track user interactions during a session. Expires at the end of the session. | Performance |
| MUID | .clarity.ms | 1 month | Tracks user interactions across sessions on the website. | Performance |
| MUID | .bing.com | 1 month | Tracks unique users across sessions for targeted advertising. | Performance |
Targeting Cookies
| Cookie Key | Domain | Expiration | Purpose | Category |
| _fbp | .helpcrunch.com | 3 months | Used by Meta to deliver real-time bidding ads from third-party advertisers. | Targeting |
| _gcl_au | .helpcrunch.com | 3 months | Used by Google AdSense for ad experimentation. | Targeting |
| _uetsid | .helpcrunch.com | Session | Used by Bing Ads for user behavior tracking and targeted advertising. | Targeting |
| _uetvid | .helpcrunch.com | 1 year | Used by Bing Ads for ad retargeting and personalized advertising. | Targeting |
| MR | .bat.bing.com | 1 week | Tracks user interactions for retargeted ads and Bing Ads campaign analysis. | Targeting |
| MSPTC | .bing.com | 30 minutes | Tracks ad engagement and optimizes Bing Ads targeting. | Targeting |
Widget Cookies
We use the following first-party cookies that are essential to enable our Messenger on the Sites and manage our conversations with you.
We are committed to protecting your data privacy, and these cookies cannot be accessed by HelpCrunch on any other websites or by other sites using the HelpCrunch widget. Each cookie is exclusive to your domain.
| Cookie Name | Storage Duration | Purpose | Category |
| device-source | 1 year | Stores the current page when the widget is loaded. | Strictly Necessary |
| device-referrer | 1 year | Stores the link from which the visitor came to the current page (document.referrer). | Strictly Necessary |
| hc-visitor-hash | 1 year | Used to track metrics related to proactive chat auto messages and popups, created when the device is new. | Strictly Necessary |
Widget-Specific Cookies
These cookies are set for a specific widget, structured with the domain-organizationName-appIdNumber-cookieKey format. They are used to manage chat sessions, device data, and interactions with the widget.
| Cookie Name | Storage Duration | Purpose | Category |
| chat-id | 1 year | Stores the ID of the active chat session. | Strictly Necessary |
| helpcrunch-device | 1 year | Stores device data, such as ID, secret, and session information. | Strictly Necessary |
| device-id | 1 year | Identifies the device to send requests and retrieve customer data during widget loading. | Strictly Necessary |
| hc-logout | 1 year | Marks logout errors to remove authorization information when the widget is reloaded. | Strictly Necessary |
| widget-close-time | 1 year | Tracks the time the widget was collapsed, useful for proactive chat auto message rules. | Strictly Necessary |
| visits-count | 1 year | Tracks the number of visits for the proactive chat auto message rule. | Strictly Necessary |
| visit-start-time | 1 year | Helps calculate the start of the session. | Strictly Necessary |
| visit-end-time | 1 year | Helps calculate the end of the session. | Strictly Necessary |
| last-trigger-message | 1 year | Stores the last proactive chat auto message. | Strictly Necessary |
| last-trigger-time | 1 year | Used for scheduling proactive chat auto messages. | Strictly Necessary |
| received-triggers-count | 1 year | Tracks the number of triggers for the proactive chat auto message rule. | Strictly Necessary |
| last-message | 1 year | Stores the last message text to display above the closed chat button. | Strictly Necessary |
| triggers-list | 1 year | Logs proactive auto messages triggered before creating the chat session. | Strictly Necessary |
| unsent-popups | 1 year | Tracks pop-ups shown before device and customer data creation. | Strictly Necessary |
| page-views | 1 year | Counts page views, used for proactive chat auto message rules. | Strictly Necessary |
| widget-window-state | 1 year | Tracks the current state of the widget (e.g., Pre-chat form, chat, or knowledge base). | Strictly Necessary |
| previous-state | 1 year | Tracks the previous widget state to manage transitions (e.g., when pressing the "back" button). | Strictly Necessary |
| last-agent-message | 1 year | Displays the last agent message, including the agent's avatar. | Strictly Necessary |
| user-location | 1 year | Stores the user's location (city/country) if necessary for displaying popups or triggers. | Strictly Necessary |
| unfinished-message | 1 year | Stores unfinished messages when a user starts typing but does not send it, allowing continuation later. | Strictly Necessary |
| open-chat-state | 1 year | Saves the state of the chat (minimized or maximized). | Strictly Necessary |
| token-data | 1 year | Stores token data for request authorization. | Strictly Necessary |
| user-id | 1 year | Identifies the registered user for authentication. | Strictly Necessary |
| kb-article-ratings | 1 year | Tracks ratings for Knowledge Base articles. | Strictly Necessary |
| kb-session-token | 1 year | Session token for the Knowledge Base, used to limit access by IP or password. | Strictly Necessary |
| knowledge-base-state | 1 year | Stores the state of the Knowledge Base (e.g., page and section visited). | Strictly Necessary |
| kb-lang-tag | 1 year | Stores the selected language in the Knowledge Base. | Strictly Necessary |
| large-widget | 1 year | Remembers the expanded state of the Knowledge Base section in the widget. | Strictly Necessary |
Managing Cookies
You can control the use of cookies in the settings. You can choose to block or delete cookies, but please be aware that this may affect the functionality of the website.
Changes
We may update this Cookie Policy from time to time to reflect, for example, changes to the cookies we use or for other operational, legal or regulatory reasons. Please therefore revisit this Cookie Policy regularly to stay informed about our use of cookies and related technologies.
The date at the top of this Cookie Policy indicates when it was last updated.
Questions
If you have any questions about this Cookie Policy, please contact us at [email protected]. Any GDPR-related questions can be forwarded to [email protected].
