Virtually every website selling products or services features a live chat widget. It usually appears as a small window in the corner of your screen, complete with an agent’s name and picture.

Sometimes these chats simply collect tickets for tech support or sales to process. But often there’s a real person on the other end of the screen. And here’s where many users get an unwelcome surprise: agents can see absolutely everything you type into the chat box, even if you have no intention of sending it. In this article, we break down why this happens and what you can do about it.

All in the name of customer experience

It’s all thanks to a feature known as live typing preview, or real-time typing view, which exists under one name or another in almost every popular customer chat platform. Here’s how the developer of LiveAgent, a customer support system used by more than 40 000 companies, describes it in its blog: “This live chat typing preview allows agents to anticipate questions and deliver faster responses. Additionally, real-time chat monitoring enables supervisors to oversee chat interactions, ensuring quality and timeliness.”

While that might sound helpful and harmless to some, having their unsent messages watched without their permission can trigger outright panic for others. To make matters worse, it’s almost impossible to tell whether the website uses the feature. That is, unless the chat agent admits it to you directly… or replies to a message you decided not to send.

As an alternative, you can run a quick test: type out a message in the chat box, wait 15 seconds, and see if the agent starts typing a response. If they do, you’re almost certainly dealing with real-time typing view. Whether to continue that conversation is up to you. Most importantly, never type personal information into a chat box — even if you are doing so from a Kaspersky Premium device.

Real-time typing view is just the tip of the iceberg. In reality, websites collect far more information than you might think. You’re likely already familiar with cookies, and have probably asked yourself at least once, “Should I accept these or not?” We answer that and other questions in our post Taking the biscuit: why hackers like cookies so much.

Tracking techniques that use web beacons and tracking pixels are not as widely known. To learn why they’re a concern and how to turn them off, check out our post Who is tracking you on the web and how.

Another technology that remains largely unknown to the general public is session replay scripts. These tools allow website owners to watch a recording of your visit: how fast you moved your cursor, where you clicked, which pages you browsed, and what you added to your shopping cart.

Of course, the primary goal of session replay is the same as real-time typing view: improving customer and user experience. It helps companies analyze your behavior, identify friction points, and make improvements. If a customer fails to complete a checkout or encounters a technical issue, developers can review the recording of their session to pinpoint what went wrong.

In theory, it sounds helpful enough: “We will collect a small amount of data about you to make the site better for you.” In practice, however, this approach comes with significant risks for users.

What’s the catch?

The primary risk here lies in whether websites collect this data legally, how they store it, and whether they share it with anyone. While you can usually gauge legality by reading their privacy policy, the terms of data storage and sharing are often described vaguely.

On top of that, users rarely realize an agent can read their message before it’s actually sent. If you change your mind about asking a question, edit a sentence, or delete your text entirely, that doesn’t mean no one saw the draft. Unlike cookies, opting out of this technology is practically impossible. Most chat widgets simply don’t offer a setting to disable typing previews.

As for tracking pixels, web beacons, and session replays, they’re essentially a form of digital surveillance. Beyond collecting vast amounts of data, they can also slow down your device’s performance. Even worse, if attackers compromise a website’s analytics system, they can gain access to this data, reconstruct your path through the site, and uncover details that can be leveraged in future attacks. To learn more about how scammers pull off these tricks and how social engineering works, check out our post They’re reading you like a book: scammers’ favorite tricks.

While you can’t prevent a potential breach on a third-party website, you can — and should — take steps to secure your own browsing session.

What you can do about it

First and foremost, pay close attention to what you type in a chat box. It’s critical never to share personal data, credit card numbers, logins, passwords, or any other sensitive information with live chat agents.

Beyond that, there’s always a risk of landing on a phishing site and entering your account credentials there. To prevent this, we recommend using our security solutions, which block visits to malicious and suspicious websites. We also suggest storing your credentials in Kaspersky Password Manager — our password manager won’t let you auto-fill saved logins and passwords on a fake site.

Users of Kaspersky Standard, Kaspersky Plus, and Kaspersky Premium have access to our Private Browsing feature (on Windows and macOS). It prevents third-party services from tracking your online activity and collecting real-time information about what you do on websites.

To minimize the risk of data leaks, keep these tips in mind:

• Never type anything into a chat box that you aren’t prepared to send. On almost every website, the agent can see your text while you type, so deleting a message is no guarantee it stays private.
• Keep in mind that your activity on a website may be recorded. These recordings can capture your clicks, page navigation, and form inputs. Treat every website as if your actions are being watched.
• Pay attention to privacy policies. Reputable companies typically state whether they use analytics tools, session recording, or third-party support services.
• Approach chat interactions with caution. Real-life rules apply here as well: never share verification codes, passwords, phone numbers, or other sensitive details in a chat.
• Be smart about accepting cookies. Taking a moment to check what information a website collects is well worth the effort — it helps you make an informed choice about whether you’re comfortable sharing that data.

Tired of endless digital tracking? Here’s how you can protect yourself and your data:

• How to shrink your digital footprint
• Why data brokers build dossiers on you, and how to stop them doing so
• Turning purple: how visited links threaten your privacy
• How smartphones build a dossier on you
• The incognito myth: how private browsing really works
• Advertisers sharing data about you with… intelligence agencies

When targeting an organization to steal information, maintaining a low profile is critical for attackers. They typically aim for long-term persistence, which requires avoiding security alerts while preserving access in case they’re detected and the organization initiates incident response or routine password resets. Malware such as infostealers or ostensibly legitimate remote monitoring and management (RMM) tools fail the first requirement: their use triggers EDR and generates suspicious events in SIEM consoles. Relying on stolen credentials conflicts with the second requirement: the moment the security team suspects a compromise, passwords can be changed immediately — terminating access. If attackers attempt to steal browser cookies instead of passwords, they face a different challenge: many online services now correlate device characteristics with the expected session cookie and block access if the cookie is used on an unrecognized device. Furthermore, cookie theft protection mechanisms implemented in Chromium-based browsers (such as Chrome, Edge, and Opera) this year have made this approach significantly more difficult.

To address this persistence challenge, the ToddyCat APT — whose main game is spying — developed a novel technique. Kaspersky experts discovered this method during an incident investigation and named it Shadow Token via Remote Debug (STRD). This technique allows the attackers to establish reliable, persistent access to a victim’s mailbox and other resources in Google Workspace. With minor adjustments, the same approach could potentially be adapted to target other services that grant third-party application access via OAuth 2.0 authentication.

How an STRD attack works

First, the attackers must compromise the victim’s system with malware. In past campaigns, ToddyCat gained initial access to organizations by exploiting known vulnerabilities in server software and distributing malicious loaders via messaging apps. The specific employee targeted by the attackers might not notice the intrusion at all. This can occur, for example, if the adversary first obtains privileged administrative credentials and uses them to deploy the malware onto targeted machines remotely. Crucially, the deployment and execution of this malware mustn’t trigger immediate security alerts.

Once active, the malware executes an STRD attack, connecting the attackers’ remote service to the victim’s mailbox using the OAuth 2.0 protocol. This process requires no user interaction and shows no visible activity on the screen. To the cloud environment (Google Workspace, in the case at hand), the activity appears as if the user has legitimately authorized a third-party app for email access or data backup.

After that, the malware can terminate its operations and even delete itself from the system. The adversary retains direct access to the mailbox using the acquired OAuth token — and they need no connection to the victim’s endpoint or to the corporate network for that. Depending on the organization’s Google Workspace configuration, this access can persist for an extended period and survive subsequent password resets.

The core concept of Shadow Token via Remote Debug

At the heart of this attack is a connection to Google Workspace services via OAuth 2.0. This is a legitimate workflow used whenever a third-party application requests access to calendar data, emails, or Google Drive files. For example, to display calendar meetings in Zoom and automatically generate conference links, a user must authorize Zoom to access Google services. Similarly, configuring a third-party email client or calendar app requires granting permission. During this authorization process, the service requesting access opens a new browser window. In this window, Google Workspace first prompts the user to select the appropriate account. Once the account is chosen, the subsequent screen displays the specific permissions requested by the third-party app, allowing the user to either approve or deny access. For this scenario to proceed seamlessly, the user must already be authenticated to Google services in their browser — which is typically the case in organizations using Google Workspace. If the user isn’t authenticated, additional steps for entering credentials and completing multi-factor authentication are introduced into the sequence.

The ToddyCat hackers developed a malicious tool called Umbrij to facilitate a two-step covert authorization process when the user is already authenticated in Google. First, the malware identifies the browsers installed on the system, and locates the specific folder storing the user’s active profile for each. The attackers target Chrome and Edge, as these are the browsers most likely serving as the primary ones within the organization.

Next, Umbrij copies the entire user profile folder to a different directory on the machine. It then launches an instance of the browser, specifying the path to the duplicated profile via the command line. Because this duplicate profile contains the user’s session cookies, websites with saved credentials won’t prompt for re-authentication. Furthermore, since this occurs on the exact same computer where the primary browser is running, online services detect no anomalies. The browsing history for this newly launched instance is isolated within the new folder, keeping it hidden from the user’s main account activity.

Crucially, the browser is launched in a dedicated debugging mode typically reserved for web development. The browser window and user interface don’t appear on the screen at all (headless mode). Instead, the browser can be controlled through a debugging port using the DevTools protocol, allowing the malware to issue commands and read the state of the screen. To orchestrate these actions, Umbrij leverages Puppeteer, a legitimate automation library.

After verifying that the debugging browser instance has launched successfully, Umbrij opens a legitimate Google Workspace OAuth screen within it. The request sent to Google is engineered to bypass additional security checks while requesting maximum access privileges. For the application ID — the identity supposedly requesting these extensive permissions — the malware impersonates one of two legitimate tools: Google Workspace Migration for Microsoft Outlook (GWMMO), or Google Workspace Sync for Microsoft Outlook (GWSMO).

When Google opens the window within the headless browser, Umbrij uses debugging tools to programmatically click on the corporate account name and the confirmation buttons. As a result, Google generates an authorization code for the app. Umbrij extracts and saves this code, subsequently forwarding it to the attackers’ command-and-control server. Finally, operating entirely within their own infrastructure rather than on the victim’s computer, the attackers exchange this authorization code for an OAuth access token. This single token is all they need to maintain long-term unrestricted access to the mailbox.

How to protect against OAuth token theft

If a Google Workspace account is compromised, incident response measures must include the following steps after collecting the necessary logs and other forensic data for investigation:

• Resetting the affected user’s password
• Terminating all active web sessions for the user
• Revoking OAuth tokens and third-party app permissions
• Reviewing and removing access granted through legacy App Passwords

In addition, security and IT teams must systematically audit issued OAuth permissions, revoke unjustifiable access rights, and restrict capabilities that allow excessive or unauthorized permission grants. We covered this topic in detail in our article on blocking unwanted AI assistants.

How to prevent exploitation of Shadow Token via Remote Debug

While Kaspersky users are protected against the Umbrij tool, security teams should proactively implement policies that prevent standard users from launching browsers in debugging mode. This functionality is intended exclusively for website and web app developers. This restriction can be enforced through the DeveloperToolsAvailability group policy (available for both Chrome and Edge).

Additionally, configure monitoring within your SIEM/XDR to track the launch of browser instances with an active debugging port. This event serves as a strong indicator of this specific attack technique.