Cookie Policy - How KnowDesk Uses Cookies
1. What Are Cookies?
Cookies are small text files stored on your device by your browser when you visit a website. They help websites remember information about your visit - such as whether you're logged in, your language preference, or your consent choices. Cookies are not programs and cannot carry viruses.
This policy also covers similar technologies like local storage and session storage, which serve similar purposes.
2. Cookies We Use
2.1 Strictly Necessary Cookies
These cookies are required for the platform to function. They cannot be disabled. Without them, you cannot log in or use the dashboard.
| COOKIE NAME | PURPOSE | DURATION | PROVIDER |
|---|---|---|---|
| sb-access-token | Authenticates your session with Supabase | 1 hour | Supabase |
| sb-refresh-token | Refreshes your authentication session | 7 days | Supabase |
| kd-cookie-consent | Stores your cookie consent preferences | 1 year | KnowDesk |
| kd-call-* (session storage) | On a customer call page only: lets the call reconnect in the same tab if the connection drops. Call pages set no cookies | Until the tab is closed | KnowDesk |
2.2 Functional Cookies
These cookies remember your preferences and improve your experience. They are set when you interact with certain features.
| COOKIE NAME | PURPOSE | DURATION | PROVIDER |
|---|---|---|---|
| kd-theme | Remembers your dark/light mode preference | 1 year | KnowDesk |
| kd-sidebar | Remembers whether the sidebar is collapsed | Session | KnowDesk |
| kd-huddle-mic, kd-huddle-speaker, kd-huddle-phone-* (local storage) | Dashboard calls: your chosen microphone and speaker, and whether you take phone calls in this browser | Until you change them | KnowDesk |
2.3 Analytics Cookies (Optional - requires consent)
We use analytics to understand how the website and platform are used. These cookies are only set after you allow analytics cookies, and are removed from our domain if you withdraw that choice.
| COOKIE NAME | PURPOSE | DURATION | PROVIDER |
|---|---|---|---|
| _ga | Google Analytics: distinguishes visitors so visits can be counted | 2 years | |
| _ga_<id> | Google Analytics: keeps track of the current visit | 2 years | |
| _clck | Microsoft Clarity: recognises a returning browser so its sessions can be grouped | 1 year | Microsoft Clarity |
| _clsk | Microsoft Clarity: links the pages of one visit into a single session recording | 1 day | Microsoft Clarity |
| CLID | Microsoft Clarity: identifies the first time a browser was seen by Clarity | 1 year | Microsoft Clarity (clarity.ms) |
| MUID | Microsoft: identifies the browser across Microsoft services used by Clarity | 1 year | Microsoft |
| ph_<key>_posthog (cookie and local storage) | HeyCatch: recognises a returning browser and keeps the pages of one visit together | 1 year | HeyCatch (PostHog) |
| __ph_opt_in_out_<key> (local storage) | HeyCatch: remembers that you allowed analytics | Until you change your choice | HeyCatch |
| kd-hc-optin (local storage) | Remembers that HeyCatch has been switched on for your choice, so it is not switched on twice | Until you change your choice or sign out | KnowDesk |
Microsoft Clarity records how pages are used (clicks, scrolls, mouse movements and page changes) so we can understand problems and improve the website and dashboard. It only starts after you allow analytics cookies, and stops if you withdraw that choice. Passwords and form entries are hidden, and so is the content of dashboard and partner pages. Recordings are kept for up to 30 days. See Microsoft's privacy statement at privacy.microsoft.com.
HeyCatch (HeyCatch, Inc., using PostHog) shows us which pages are viewed and which buttons and links are clicked on our website and dashboard, and which channels bring visitors. It only starts after you allow analytics cookies, and stops and removes its identifiers if you withdraw that choice. Text you type into forms is not collected. See heycatch.ai/privacy.
Google Analytics tells us how many people visit, which pages they view and how they found us. Google's advertising features are turned off for it. See Google's privacy policy at policies.google.com/privacy.
2.4 Marketing Cookies (Optional - requires consent)
We use the Meta Pixel and the Meta Conversions API to measure which of our Facebook and Instagram ads lead to visits, sign-ups and purchases, and so Meta can show our ads to people who have visited our website. Nothing is loaded or sent to Meta until you allow marketing cookies, and we stop if you withdraw that choice.
| COOKIE NAME | PURPOSE | DURATION | PROVIDER |
|---|---|---|---|
| _fbp | Meta Pixel: identifies the browser so ad visits and conversions can be measured | 3 months | Meta |
| _fbc | Meta Pixel: stores the ad click that brought you to our website | 3 months | Meta |
Meta may also read its own cookies on facebook.com if you are logged in there. See Meta's privacy policy at facebook.com/privacy/policy.
2.5 Cookies We Do NOT Use
- Any analytics or marketing cookies before you allow them
- Tracking pixels from other social networks (X/Twitter, LinkedIn, TikTok)
- Analytics or advertising cookies on our customers' hosted chat pages and widgets
3. Third-Party Cookies
Some third-party services we use may set their own cookies:
| SERVICE | PURPOSE | THEIR POLICY |
|---|---|---|
| Stripe | Payment processing - set only on checkout pages | stripe.com/privacy |
| Cloudflare | Security, bot protection, and CDN performance | cloudflare.com/privacypolicy |
4. Managing Your Cookie Preferences
4.1 Our cookie banner
When you first visit KnowDesk, you will see a cookie consent banner. You can:
- Accept all cookies - enables strictly necessary, functional, analytics and marketing cookies
- Accept necessary only - enables only strictly necessary cookies
- Manage preferences - choose which categories to enable individually
You can change your preferences at any time by clicking the "Cookie Settings" link in the website footer.
4.2 Browser settings
You can also control cookies through your browser settings. Note that disabling all cookies will prevent you from logging into KnowDesk. For browser-specific instructions:
- Chrome: Settings → Privacy and security → Cookies and other site data
- Firefox: Options → Privacy & Security → Cookies and Site Data
- Safari: Preferences → Privacy → Manage Website Data
- Edge: Settings → Cookies and site permissions
5. Cookie Consent and GDPR
Under the EU ePrivacy Directive and GDPR, we are required to obtain your consent before setting non-essential cookies. We record your consent choice with a timestamp and the version of our cookie policy in force at the time. Your consent is valid for 12 months, after which we will ask again.
6. Do Not Track
We respect the Do Not Track (DNT) browser signal. If your browser sends a DNT or Global Privacy Control signal, we will not set analytics or marketing cookies.
7. Changes to This Policy
If we add new cookie categories or significantly change how we use cookies, we will update this policy and, if required by law, ask for your consent again.
8. Contact
Questions about our cookie practices: [email protected]