Google has recently implemented Third-Party Storage Partitioning in their Chrome browser, which introduces changes that will take effect in March of 2025. Once in place, these changes will prevent LivePerson from tracking unauthenticated Web Messaging users across different domains within Chromium browsers (Chrome and Edge). Note: This will not disrupt authenticated messaging flows.

It is important to note that Third-Party Storage Partitioning is already present in other popular internet browsers such as Safari and Firefox, meaning this behavior is already present for those users. But as Chrome represents approximately 65% of global browser market share it functionally means that this behavior will be consistent across the majority of web users.

Unpartitioned Storage (old behavior)

Previously, without storage partitioning, a third-party site ("C" - liveperson.com) could store data when embedded in one top-level site ("A" - brand-domain1.com), and then access that same data when the site was embedded in another top-level site ("B" - brand-domain2.com). In other words, LivePerson's storage context was shared between the different/unique brand sites it was embedded in.

Partitioned Storage (new behavior)

Now with storage partitioning, a third-party site ("C"- liveperson.com) that stores data when embedded in one top-level site ("A" - brand-domain1.com) cannot access that same data when the site is embedded in another top-level site ("B" - brand-domain2.com). In other words, Liveperson's storage context is now completely separated (i.e. "partitioned") between the different/unique brand sites it is embedded in.

LivePerson is closely following these developments and is evaluating options to restore this functionality in the future based on the availability of new browser APIs. Please reach out to your account team if you are interested in discussing how these impacts can be mitigated.

Please review the below FAQ section to understand the implications of these changes and determine if and how it may impact the messaging experience on your website.

FAQ:

Q: Why does Third Party Storage Partitioning affect Unauthenticated Web Messaging?

A: Storage Partitioning prevents the LivePerson web application from storing the unauthenticated consumer's identifier as 3rd-party data that can be accessed across a brand's defined/allowed domains. In this case, a consumer has a different identity across a brand's different domains, and thus cross-domain continuity does not work.

Q: Why is Google implementing this change?

A: Google is joining other major browsers in making this change in an effort to improve user privacy and security. The main goal is to prevent cross site trackers from easily tracking users across various domains.

Q: When will the change take effect?

A: Google has already introduced the change to their Chrome browser as of version 115, but LivePerson can still maintain access to unpartitioned storage tracking until March 18th, 2025. After that date cross domain tracking will no longer be supported for unauthenticated users.

Q: Will my messaging experience be impacted?

A: Your users will only be impacted if you are utilizing unauthenticated messaging across multiple domains. Authenticated messaging is not affected as the user's ID is not persistent in browser storage.

Q: What will the experience be for a user when they change domains during a messaging conversation?

A: If an unauthenticated user navigates to a page on another domain during a conversation the messaging window will no longer be open, instead the engagement button will be displayed. If they click the messaging engagement button it will start a new conversation as if they are a new/different user.

If the user navigates back to the first domain while their conversation is still active they will see the messaging window with their initial conversation.