About widget cookies

The Customer Service Management widget can be embedded on any website and can be customized to match your brand. Read more about the widget.

About the use of cookies in the embedded widget

The widget uses JavaScript cookies to maintain anonymous session continuity and support basic usage analytics. When a customer first interacts with the widget, a server-generated pseudonymous identifier may be stored in a cookie, so that subsequent requests from the same browser are associated with the same anonymous session, enabling consistent behavior (for example, maintaining the same state across page views).

Additional cookies capture high-level interaction details (for example, accessed features and frequency) to monitor performance and improve the widget’s service.

These cookies are not http only, since the widget’s embed script needs to access them in order to propagate them to the widget iframe.

Currently used cookies

atlassian-csm-widget-anonAuthToken

• Description: Stores an anonymous user token to restore chat history across page reloads for users who are not authenticated.

• Expiry: 7 days, and refreshed on each widget script load.

atlassian-csm-widget-sessionId

• Description: Enables general operational user analytics tracking.

• Expiry: 7 days, and refreshed on each widget script load.

How to clear widget cookies

Since cookies are stored and managed on your website's domain, you can clear widget cookies in several ways without loading the widget’s embed script.

Clear cookies via server response

The embedded widget’s JavaScript cookies can be cleared or reset by sending server Set-Cookie headers that overwrite existing cookie values with expired ones. To clear cookies via server response:

1. Send a Set-Cookie header with the same cookie name, path, and domain as the original widget cookie.

2. Set an Expires date in the past or Max-Age=0 (for example, Expires=Thu, 01 Jan 1970 00:00:00 GMT).

3. (Optional) replace the cookie value with an empty or neutral value.

Clear cookies via client-side JS

The embedded widget’s JavaScript cookies can also be cleared by reading document.cookie and updating their Expires or Max-Age properties similarly to the server response method. To clear cookies via client-side JS:

1. Read all cookies via document.cookie

2. Split cookies into key-value pairs (name=value) using .split(';')

3. Filter cookies with the atlassian-csm-widget prefix.

4. Overwrite cookies with Max-Age=0; Expires=Thu, 01 Jan 1970 00:00:00 GMT; properties.