Cookies and analytics: remote video support without advertising tracking
Updated: 2026-05-22
Assistance Leagora delivers remote video support in the browser with strictly necessary session cookies only — no advertising trackers, retargeting pixels, or cross-site profiling on the customer path. Marketing analytics on assistance.leagora.io can run on self-hosted Matomo, separate from live support sessions. Fewer intrusive consent walls mean fewer abandoned QR scans and faster connections when a customer needs help.
You stick a QR code on equipment so a customer can show a fault on camera. They scan, hit a cookie wall, tap away in confusion, and never reach your queue. For after-sales teams, property managers, and rental operators, every extra consent step is a dropped support session — not a compliance win.
Why cookie banners kill support before it starts
Consumer meeting tools and generic chat widgets often load advertising cookies, social pixels, and third-party analytics before the customer sees an agent. On mobile, a full-screen banner at scan time feels like a broken link.
Remote video support succeeds when connection takes seconds: scan QR, allow camera, join queue. Friction at step one sends customers back to email or phone — channels that cannot show the fault visually.
Strictly necessary cookies on the customer session path
Assistance Leagora uses cookies required to operate the session: authentication tokens for agents, session continuity, and security controls. End customers joining via QR code or link do not face advertising trackers on that journey.
This model aligns with ePrivacy expectations for essential service delivery — support is the purpose, not audience building. Document the approach in your privacy notice alongside your lawful basis for video processing.
Self-hosted Matomo for site analytics — not session tracking
Traffic measurement on the public marketing site can use self-hosted Matomo under your infrastructure choices — without feeding support session data to US ad networks. Analytics stay separate from live WebRTC media paths.
Your DPO can distinguish three layers: public site visits (optional analytics), agent dashboard login (strictly necessary), and customer browser sessions (minimal cookies, no ad profiling).
What to verify before rollout
Confirm your invitation messages link directly to support — not through pages that inject unrelated trackers. Review `/confidentialite` and end-user CGU templates so citizens know why camera access is requested.
Plans start at €25 excl. VAT/month (Start), €40 (Business with GPS map and queue tools), and €60 (Enterprise with white label). Test free with one group and three devices before changing customer-facing labels.
How Assistance Leagora helps
Assistance Leagora keeps the customer path focused on remote video support, not ad tech:
- Browser sessions via QR code or link — no customer app install
- Strictly necessary cookies on support flows; no advertising trackers
- Self-hosted Matomo option for marketing site analytics, separate from sessions
- No video recording by default — reduced data-at-rest exposure
- France/EU hosting (OVH, Hetzner, Iliad) with Galène open-source engine
Expected results
- Cost : Avoid rebuilding support flows because cookie consent tools block conversion; plans from €25 excl. VAT/month vs lost sessions.
- Field trips : More completed remote diagnoses mean fewer blind field dispatches when customers actually reach the queue.
- Customer satisfaction : Customers connect without fighting a marketing cookie wall — support feels like service, not surveillance.
Frequently asked questions
Does remote video support require advertising cookies?
No. Assistance Leagora does not use ad tracking cookies on customer support sessions. Only strictly necessary cookies support session operation and agent authentication.
Can we use Matomo without sending data to US ad platforms?
Yes. Self-hosted Matomo on your chosen infrastructure measures site traffic without coupling support sessions to advertising networks.
Will customers still see a cookie banner?
The support journey minimises non-essential cookies. Your public website may still require consent for optional analytics — keep support entry URLs free of unrelated trackers.
How does this relate to GDPR video processing?
Cookies are one layer; camera, microphone, and optional GPS require transparency too. See the GDPR guide for end customers and link your privacy notice from invitations.
Which plan fits a small team testing QR support?
Start at €25 excl. VAT/month covers QR equipment, browser sessions, and agent queue. Upgrade to Business (€40) for GPS map features or Enterprise (€60) for white label.
Stop losing support sessions to advertising cookie walls. Test Assistance Leagora free — one group, three devices, no credit card — and keep the customer path strictly about remote video support.
Start free trial30-second signup — 1 group and 3 devices included, no credit card required.