Cross-page conversation continuity, and the cookie behind it

The embed guide previously said a full page reload always started a fresh conversation. That's no longer accurate, and we've corrected it.

On most current browsers (Chrome, Edge, Firefox, and Safari 26.2+), a shopper's conversation now survives a full page reload, not just in-app navigation. This works via one small cookie, scoped to your site, that the tag sets purely to keep the conversation going. It doesn't identify the shopper across visits or across sites, and it's cleared when they close their browser. Because its only purpose is enabling the conversation itself, it's a "strictly necessary" (functional) cookie and doesn't require a consent banner under GDPR/ePrivacy.

On browsers that don't yet support this cookie mechanism (chiefly Safari versions before 26.2), a reload still starts a fresh conversation. That gap is accepted as-is for now: it's a small and shrinking slice of traffic, not something we're building a workaround for.

See the embed guide for the full picture, including a new section spelling out exactly what the cookie does for merchants whose legal or technical team asks.