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Why live chat agents can read your messages before you hit “Send” | Kaspersky official blog

24 July 2026 at 18:18

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 protect your data after a breakup | Kaspersky official blog

20 July 2026 at 14:45

A breakup is a major upheaval — the kind that turns life upside down. The familiar order of things, where two people shared the same interests, moments, and often even the same physical space, collapses in an instant, leaving each of you in a world of your own.

Besides that, couples are connected not just in real life, but digitally too. Shared subscriptions, saved addresses and passwords, access to joint cloud storage — all of that used to be woven into your day-to-day life. Moving on emotionally can take a long time, sure, but there are steps you can take right now that will tighten up your security — even if they won’t help you get over your ex.

Here’s what you need to check after a breakup, which services to disconnect, and why you should do it even if the split was amicable.

Digital hygiene: your insurance policy

Cutting off your ex’s access to your online accounts isn’t paranoia — it’s looking out for your own security. A breakup doesn’t automatically sever your digital ties: any access you granted each other during the relationship stays active until someone manually shuts it down. Most of the time, nobody’s plotting to actually exploit it, yet it can still lead to anything from awkward moments to a genuine risk of being tracked.

Take Aleta Dignard-Fung, of Las Vegas, who told NPR that after breaking up with her boyfriend, it didn’t immediately occur to her that he still knew her Spotify password. One day, in the shower with music playing, she noticed her playlist suddenly switch. Her ex had logged in from another device and started playing his own chosen tracks. “It was just kind of like the Spotify wars, and we’d just spend like 10 minutes trying to override each other’s songs,” she admitted. But the fallout isn’t always this lighthearted.

Relationship coach Susan Winter shared a case from her own practice in that same interview. One of her clients simply couldn’t let go of his ex-girlfriend after their breakup. The two had shared an OpenTable account — the restaurant reservation service — and she’d never revoked his access. He started tracking her bookings: where she was going, what time, how many people. That’s how he kept tabs on whether someone new had entered her life.

These two stories, while showing very different behavior from the exes involved, both trace back to the same root cause: accounts that were never properly locked down. In the former case, it led to an awkward moment. In the latter, it led to anxiety and a real sense of being watched. To make sure neither scenario happens to you, it’s worth running through a quick checklist.

Terminate your partner’s sessions

In the settings for your social media, messaging apps, email, and other key services, pull up the list of active sessions and log out everything except your current devices.

Change your passwords

Update the passwords to any key accounts your partner might have known — say, if you used a meaningful date as your password. If you reused the same password across multiple services, change it everywhere. While you’re at it, review your security questions and your backup email or phone number for account recovery — neither should still be tied to your ex. To skip the hassle of memorizing new credentials while still leveling up your security, we recommend using a password manager — it’ll generate a unique, strong password for every account, and save and sync it across all your devices; the only thing you need to remember is a single main password.

Check two-factor authentication and trusted devices

Make sure verification codes only go to your own device. Remove your partner’s devices from your trusted list — you can do this in your Apple and Google account settings.

Split up your shared Apple/Google accounts

If you shared an Apple or Google account, sign out of that. Turn off Family Sharing, iCloud, and backups. Check your shared photo albums too — anything that lands there automatically is visible to your ex as well.

Review your subscriptions

If you shared subscriptions — streaming services, family plans, that kind of thing — cancel them or set up new ones and link your own card.

Check your bank cards

If your ex’s card is linked to a marketplace, delivery app, or rideshare service account you own, remove it from your saved payment methods. If your card is linked to their account and you no longer have access to it, the safest move is to just get your card reissued.

Revoke smart home access

Cut off your ex’s access to cameras, video doorbells, GPS trackers, and smart speakers. If the devices were on a shared account, change the password or move them over to your own personal account.

Review your privacy settings

Check the privacy settings across your accounts on various services and social media using our free online tool, Privacy Checker. It walks you through a privacy configuration tailored to your operating system, platform, and even your browser.

If you notice signs of stalking

Reach out to advocacy or legal aid organizations — they can help you map out the best course of action. It’s also worth leaning on family and close friends who can support you through a tough situation. On Android devices, you can use our security suite with the Who’s Spying on Me feature. It’s designed to help you detect tracking and stalking so you can take the right steps to protect yourself. The feature includes:

  • Stalkerware Detection. Flags apps designed to secretly monitor your life and collect data you’d never want shared with anyone else.
  • Device Scanner. Finds planted trackers that let someone follow your movements and always know where you are.
  • Permissions Control. Shows which apps have access to permissions that could make it easier for someone to spy on you or compromise your privacy.

What can actually help — and what might make things worse — during this difficult time? Check out our other posts:

Victory! Supreme Court Says Constitution Protects People’s Location Data

29 June 2026 at 19:25

You have an expectation of privacy in location data that reveals your movements in the physical world, and even short-term surveillance of these movements is a search subject to the Fourth Amendment, the U.S. Supreme Court ruled today in Chatrie v. United States 

The case involved geofence warrants, a form of dragnet surveillance police have used to vacuum up location data from electronic devices of people who happen to be in the vicinity of a crime. EFF had joined the American Civil Liberties Union, the ACLU of Virginia, and the Center on Privacy & Technology at Georgetown Law in filing an amicus brief in the case. 

JOIN EFF

The decision in Chatrie is important: It is the first digital surveillance decision by the Court since its landmark 2018 ruling Carpenter v. United States, which involved prolonged tracking of people’s movements using cell phone location data. The new case expands that ruling by confirming that even shorter-term surveillance of location data can constitute a search because it can still reveal “private matters,” including “a wealth of detail about a person’s familial, political, professional, religious, and sexual associations.”  

The case is also important because the Court also recognized the records generated by the apps on a user’s phone—records we necessarily share with third-party tech company—are a user’s “own” and require Fourth Amendment protection. This is true, regardless of whether those records are “emails, documents, photographs, [ ] calendars” or location data. This will likely have broad implications for data generated by other apps on our phones, even if we click “agree” to sharing that data with third-party tech companies.  

Geofence warrants don’t name a suspect or a specific individual or device the way typical warrants do. Instead, they compel companies—almost always Google—to provide information on every electronic device in a given area during a given time period. This creates a high risk of suspicion falling on innocent people and can reveal sensitive and private information about where individuals have traveled in the past. 

Geofence warrants are the digital equivalent of police going person to person, home to home, without suspicion that any device holder has a connection to a crime. This turns innocent bystanders into suspects, just for being in the wrong place at the wrong time.  

In Chatrie, a 2019 geofence warrant compelled Google to search the accounts of all its hundreds of millions of users to see if any one of them was within a radius police drew around a Northern Virginia crime scene. This area amounted to several football fields in size and encompassed numerous homes, businesses, and a church. 

A federal district court in Virginia in 2022 held that the geofence warrant plainly violated  the Fourth Amendment. If the police want to get information on every device in the area, they must also establish probable cause to search every person in the area, the court said. The judge noted the government lacked particularized probable cause as to every individual within the geofence, which swept up innocent people and covered over 70,000 square meters in a busy area. 

The decision set an important precedent in finding the warrant overbroad and unconstitutional and was later followed by a 2024 federal Fifth Circuit Court of Appeals ruling holding that geofence warrants are “categorically prohibited by the Fourth Amendment.” However, the Chatrie lower court allowed the government to use the evidence it obtained because it relied on the warrant in “good faith.” A much divided en banc panel of the U.S. Court of Appeals for the Fourth Circuit in 2025 affirmed this “good faith” finding in the lower court’s opinion. 

Google in 2023 announced changes to how it stores location data, with the effect of eventually making it impossible for the company to respond to geofence warrants. Since July 2025, mass geofence searches of Google users’ location data have not been possible.  

However, Google is not the only company collecting location data, nor the only way for police to access mass amounts of data on people with no connection to a crime. As we’ve written about extensively, data brokers collect and aggregate location data from many different apps on our phones and provide that data to police. And police can use “cell tower dump” warrants to get access to data on everyone within range of specific cell towers. Suspicionless searches like these drag a net through vast swaths of information in hopes of identifying previously unknown suspects—ensnaring innocent bystanders along the way. 

Chatrie could have wide-ranging implications beyond location data as well. The Supreme Court affirmed that app data is subject to the Fourth Amendment, because users “reasonably view” it as their own and reasonably expect it “to be shielded from the ‘inquisitive eyes’ of the government.” Justice Gorsuch, in an opinion concurring in the judgment, called location data a user’s “personal property,” no different from myriad other “effects” explicitly protected by the text of the Fourth Amendment.  As the Court concluded, “the point of carrying smartphones is to use what is on them,” so the Fourth Amendment has to protect more than just location data generated by the act of carrying the phone itself. 

The Court ultimately did not decide whether the particular warrant at issue in Chatrie was “reasonable” or whether the “good faith” doctrine applied. The case now heads back to the Fourth Circuit Court of Appeals to address these questions.  

But regardless of how the Fourth Circuit rules on remand, this Chatrie opinion will shape how lower courts address police access to location and other data going forward. We look forward to citing Chatrie to press future courts to recognize broad Fourth Amendment protections for user data.

EFF to Grindr: This Pride Month, Put Safety and Privacy Over Profits

26 June 2026 at 18:18

This Pride month, we’re calling on the dating app Grindr to prioritize LGBTQ+ user safety by making privacy the default across its platform. That means no more sharing personal data with advertisers or training AI on private information without users’ opt-in consent.

Grindr is a dating app for the LGBTQ+ community; and for queer people, privacy violations can have life-altering consequences. Information that reveals someone’s sexual orientation, gender identity, or HIV status can be used by employers, governments, family members, scammers, or bad actors to inflict harassment, discrimination, arrest, or violence. For example, data from Grindr and other gay dating apps was sold by data brokers and used to 'out' (the act of disclosing someone's sexual orientation without permission) a gay priest in 2021. 

Despite being the world's most popular gay dating app, Grindr has repeatedly mishandled users' sensitive data. Grindr has been caught sharing users' HIV status and precise location with advertisers without obtaining valid consent, resulting in reprimands and fines in several countries. Its former Chief Privacy Officer even sued, alleging the company fired him for raising concerns about Grindr prioritizing “profit over privacy."

Grindr ended several of its most egregious data sharing practices after they were exposed. But more changes are needed if Grindr wants to earn back trust and prove its commitment to users’ privacy and safety. This Pride month, we’re calling on Grindr to make privacy the default and ensure the immediate implementation of two changes to better protect its users:

Opt Users Out of Behavioral Advertising by Default

Grindr currently allows users to opt out of behavioral advertising, but that protection is not enabled automatically (except in some unspecified regions). As we’ve long warned, behavioral advertising relies on the collection and sharing of personal data across a vast network of advertisers, intermediaries, and data brokers. Once information enters this ecosystem, users have little control over where it goes or how it is used: people’s most private and intimate information can be aggregated, sold, and combined with information from other sources to create detailed personal profiles.

By default, Grindr appears to share data with numerous advertising and tracking companies. Using TrackerControl, an app developed by privacy researcher Konrad Kollnig, we recorded Grindr contacting 20 third-party tracking domains during 15 minutes of app activity (see Grindr_TrackerControl_06-23-2026.csv for exported results). TrackerControl observed Grindr contacting Big Tech companies and ad-tech intermediaries, many of which have faced significant legal scrutiny for privacy violations. Several of these companies auction off ad space through a process called “real-time bidding,” which can expose user data to hundreds of additional companies and be exploited by data brokers

The dangers of Grindr’s default settings exposing users’ personal data to this ecosystem are not hypothetical. Between approximately 2017 to 2020, a location data broker collected the precise movements of millions of Grindr users from digital advertising networks and made them available for sale. The commercially available data was allegedly so detailed that, in some cases, it could be used to infer romantic encounters between specific Grindr users. 

Although Grindr has stated that it no longer shares precise location data or profile information with advertisers, it acknowledges sharing other personal data, including mobile advertising identifiers (MAIDs)—unique, persistent device IDs that allow advertising companies and data brokers to connect data about the same individual across different sources. MAIDs are not anonymous, and an entire industry exists to link them to more directly identifying information, like emails and phone numbers. According to Grindr’s privacy policy, companies receiving users’ MAIDs “are aware that such data is being transmitted from Grindr,” which could expose a users’ sexuality to the advertising and data broker ecosystem.

Opt Users Out of AI Training on Personal Data by Default

Grindr should stop training its AI models on users’ personal data without opt-in consent. 

Grindr has been investing heavily in AI features as its CEO strives to make Grindr an “AI-first business.” New AI features include a wingman chatbot, profile recommendations based on users’ inferred “type”, summaries of previous interactions with other users, and AI-generated insights about other profiles (like responsiveness, typical online hours, and engagement patterns). By default, Grindr uses its users’ personal data to train the AI models behind these features.

Grindr claims to never use sensitive health information for AI training and requires users to opt-in to AI training on “special-category” data, which includes chat content and precise location. But Grindr automatically enrolls users in AI training on other private information, including profile photos, age, taps, and display names. Users must navigate several levels of Grindr settings to prevent these personal details from being used to train Grindr’s AI.

AI systems trained on personal data create new privacy risks, including the possibility that personal information may be retained, reproduced, or exposed in unexpected ways. For example, researchers have been able to extract training data from AI systems like ChatGPT.

Beyond AI training, Grindr enables AI-powered features by default and allows both “special-category” data and other personal information to be processed by those features. Even users without access to premium-subscription AI features could have their data automatically used to power those features for other users. “Behavior-based profile insights” (pictured below) could expose information that users would never choose to share publicly, like the types of people they interact with on Grindr, their typical online hours, and how often they initiate conversation with other users.

AI-powered profile insight stating that a Grindr user is "most likely to interact with Tops, ages 22-43, and tribes Discreet and Jock." Insight also displays the user's response rate, initiation rate, and when they're most active on Grindr.

Image of the “Profile Insights” feature from a Grindr blogpost promoting its premium, AI-first subscription

Regardless of whether new AI features leak private information, users deserve meaningful control over how their personal data is used and by whom. Grindr notifies users that their personal information may be used to train AI and that they can opt out on a separate settings page, but this notice does not specify the type of data used (i.e. profile photos, taps) and it is unlikely that people carefully read or understand it. Closing the notice or clicking its only button (which is “Proceed”) maintains Grindr’s default of using personal information for AI training. To respect users’ autonomy, Grindr should require opt-in consent before training AI models on personal data.

Notice entitled "AI for Personalization & Connection" describes the use of personal data for AI features. The only prominent button is "Proceed"

Notice displayed in the Grindr app about the use of personal data for new AI features

Celebrate Pride by Demanding Better Privacy

Grindr must immediately stop prioritizing profits over users’ safety. The ability to opt-out is not an acceptable substitute for opt-in consent, especially given the added risks of data sharing for LGBTQ+ users. Defaults matter—studies show that most people cannot or do not change the default settings of technologies they use.

If Grindr wants to back up its claim that it “takes user privacy very seriously,” it should make privacy the default across its platform, rather than something users need to go through complicated processes to opt in to. 

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