In this Cookies Policy, any use of the words "you", "yours" or similar expressions shall mean any user of this website whatsoever. Terms such as "we", "us”, "our" or similar expressions shall mean the Moneypenny website.

A cookie is a small file, which is stored on your computer and is designed to hold small amounts of data about you and your interaction with a website. Upon visiting our website for the first time, you will be asked for permission to apply our cookies to your device. Once you agree, the file is added to your device and the cookie helps us analyse website traffic or lets us know when you visit a particular page on the website.

Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes, by gathering and remembering information about your preferences. If you choose to not accept cookies, only those critical to the operation of the website will be applied to your device. You will still be able to use our website but your experience and ability to utilise our website functions may be diminished.

How we use Cookies

We use traffic log cookies to identify which pages are being used. This helps us analyse data about web page traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is systematically removed from the system.

Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us.

In addition to our own cookies, we also use third party cookies for the purpose of analytical reporting, re-marketing and to build a profile of our website visitors. Digital re-marketing allows us to reach people who have previously visited our website. Our digital adverts may be shown to people when they visit other websites within display networks, on social platforms or when you conduct searches on search engines (such as Google). Re-marketing is a feature that helps match interested people with the right message. When you enter our website for the first time after 25th May 2018 and have not accepted or rejected our cookies, you will be given the chance to do so. By continuing to use our website without selecting to accept cookies or reject them via our cookie preferences tool you agree that, unless you have set your computer's browser to reject cookies, we can place cookies on your device and use that data in accordance with this policy.

If you wish to change your cookie preferences set on our website you can do so at any time via our cookie preference centre.

What Cookies do we use?

Cookies on our website are used for a variety of different purposes, but generally speaking their use breaks down into the following categories:

a) Strictly Necessary Cookies: these are required for the operation of our website. They include, for example, cookies that enable you to log into secure areas of our website.

b) Analytical/Performance Cookies: these allow us to recognise and count the number of users of our website and see how such users navigate through our website. This helps to improve how our website works, for example, by ensuring that users can find what they are looking for easily.

c) Functionality Cookies: these improve the functional performance of our website and make it easier for you to use. For example, such cookies are used to remember that you have previously visited the website and asked to remain logged in to it.

d) Targeting Cookies: these cookies may be set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant adverts on other sites. They do not store directly personal information, but are based on uniquely identifying your browser and internet device. If you do not allow these cookies, you will experience less targeted advertising on third party platforms and websites.

For more information on the cookies we use, please visit our cookie preference centre.

Managing Cookies

You can manage cookies by accepting or rejecting them within our cookie preference centre or by activating the setting on your Internet browser that allows you to refuse the setting of all or some cookies.

Please note, if you do turn cookies off, this will limit the service that we are able to provide to you and may affect your user experience.

The only personal information about the visitor stored in a cookie is the email address they provide. This information is scrambled (not readable in plain text).

The cookies are stored in the visitor's browser so once they are deleted in the browser they cannot be retrieved.

Changes to this Cookie Policy

Our policies and procedures are under continual review. We may, from time to time, update our cookies policy. Any such changes will be posted on this page.

Links to other websites

Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.

Moneypenny Live Chat cookies

How Moneypenny Uses Cookies

This Cookie Policy explains how Moneypenny Live Chat uses cookies to operate the chat and recognise your visitors when they visit websites or applications where you have installed Moneypenny Live Chat. It explains what these technologies are and why the Moneypenny service uses them.

What are cookies?

Cookies are small files that are placed on a visitor’s computer or mobile device when they visit a website or web application. Cookies are widely used by online services to help to make the interaction with users faster and easier. They are also used by some services (though not by Moneypenny) to provide reporting information and facilitate online advertising.

What type of cookies do we use?

We use the following types of cookies in as part of our Moneypenny Live Chat experience:

Strictly Necessary Cookies

We use essential cookies to make the Moneypenny chat service work. These cookies are required to enable core functionality such as security or the transaction of chat messages. Without them your visitors wouldn’t be able to use basic services. Your visitors could disable these by changing their browser settings, but this will prevent Moneypenny from working at all.

Functionality cookies

These cookies are used to enhance the functionality and usability of our chat experience but they are non-essential. However, without these cookies, certain functionality like proactive chat may not work or the user experience may be downgraded (for example, remembering who a visitor is from previous chats). Currently, it is not possible for you or your site visitors to selectively disable only the “Functionality” cookies, but this may become possible in the future.

Strictly Necessary Cookies

• MoneypennyChatSession, ttl=16min,

Function: This cookie is set during an active chat in progress to keep track of the session so that a chat can persist across the pages of the website.

Type: Strictly Necessary. This cookie is necessary for Moneypenny to function properly.

• MoneypennyNoProactiveChat, ttl=30min (configurable)

Function: This cookie is set to either ‘yes’ or ‘no’ and is used to control whether or not the Moneypenny chat widget should re-prompt the visitor with a proactive chat message. This is based on the Moneypenny admin configuration setting “Proactive chat re-engagement delay”. Once the chat box was closed or the chat was responded to by the visitor, the cookie will be set to “no” until the re- engagement delay has expired. If “Yes”, Moneypenny will evaluate the available proactive rules to prompt the visitor with a new message (if one of the rules applies).

Type: Strictly Necessary. This cookie is necessary for Moneypenny to function properly and avoid constantly engaging the visitor with proactive chat messages triggers.

• MoneypennyChatPoll, ttl=16min

Function: Tracking of the index of the chat messages received

Type: Strictly Necessary. This cookie is necessary for Moneypenny to function properly.

• MoneypennyChatView, ttl=16min,

Function: This cookie is enforcing that only one chat window is available for the user per active chat session. Once a new page is reloaded, the previous chat window will be removed.

Type: Strictly Necessary. This cookie is necessary for Moneypenny to function properly.

• MoneypennyBanned, ttl=30 days,

Function: This cookie records when a visitor is banned from chatting by agent (ban command) to prevent future chats. This will disable the chat but not affect the offline message functionality when enabled.

Type: Strictly Necessary. This cookie is necessary for Moneypenny to function properly.

• MoneypennyChatWindow, ttl=30min,

Function: This cookie records the position and minimized status of the chat box when the visitor navigates across the page.

Type: Strictly Necessary. Without this cookie, the UI would behave erratically in a way that would be disruptive to basic usability.

• MoneypennyMinimizeStashCookie, ttl=0 (per click only),

Function: This cookie is used for the detection of new messages while the chat is minimized, so that messages persist during navigation across site pages.

Type: Strictly Necessary. This cookie is necessary for Moneypenny to function properly.

• MoneypennyAgentAvatar,ttl=16min,

Function: This cookie stores the agent image URL in order to show the agent avatar on the minimize state of the chat.

Type: Strictly Necessary. This cookie is necessary for Moneypenny to function properly.

Functionality Cookies

• MoneypennyApproval, ttl=1year,

Function: stores the visitor’s acceptance of the Approval Checker so that they are not prompted by it again if they have accepted it within 1 year.

Type: Functionality.

• MoneypennyChatMessage, ttl=16min,

Function: This cookie keeps track of a partial message entered by visitor into the chat input area, and guarantees persistence of that message across page changes on the same domain.

Type: Functionality. The chat experience will be degraded without this, but still possible.

• MoneypennyRef, ttl=120min

Function: This cookie is recording of origin and site entry to display the referring URL to the chat agent to gain insight into the source of the visitor and the context of the chat.

Type: Functionality. It helps agents deliver a better experience by giving agents context, but chat can be conducted without this information.

• MoneypennyUserEmail, ttl=1 year,

Function: This cookie stores the visitor email address. It is used to pre-populate the prechat or offline form ’email’ field. This cookie data may be collected in multiple ways: on use of the setUserEmail() Javascript API and then submit of the prechat or offline form, on submit of the prechat or offline form, or on agent’s use of the /email chat command.

Type: Functionality. Optional cookie to improve the user experience by not forcing the agent to ask for an email if that information was already collected.

• MoneypennyUserAlias, ttl=1 year,

Function: This cookie stores the visitor alias (name) on use of the setUserName() Javascript API. This cookie is used to support subsequent chats so that once it is known, the chat agent doesn’t need to collect the information again. This alias also will get displayed on the chatbox (as the visitor’s name), prechat form (as the value of the ‘name’ field, if it exists), and offline form (as the value of the ‘name’ field, if it exists).

Type: Functionality. Optional cookie to improve the the user’s and agent’s experience and prevent repetitive questions.

• MoneypennyHistory, ttl=1year

Function: This cookie is used to keep track of the visitor visits and last chats. Based on the history cookie the previous five chat transcripts are displayed to the agent in the chat to allow faster understanding of the visitor conversation context, and faster resolutions.

Type: Functionality.

• MoneypennyVisit, ttl=0 (session only), detection of new session

Function: This cookie is used to keep track of the visitor visits. Based on the history cookie the number of visits is recorded and shown to the agent in the chat. It is also used for the ‘returning visitor’ proactive chat rule. With this returning visitors can be greeted differently.

Type: Functionality. Some chat functionality will be impacted without the cookie.

The only personal information about the visitor stored in a cookie is the email address they provided. This information is scrambled (not readable in plain text)

Contact

Comments and requests regarding this Cookie Policy should be addressed to: [email protected].