Freshchat is a chat tool that gets embedded on websites. This page describes how Freshchat can be detected technically, what obligation follows from Article 50 of the EU AI Act if you use Freshchat, and how to check this yourself.
How Freshchat is embedded technically
Freshchat loads its widget from the following address(es): fw-cdn.com, wchat.freshchat.com. You can verify this in your browser's developer tools, under the "Network" tab, on any page you check.
Freshchat also sets the JavaScript variable window.fcWidget on the page.
What this means for you
Freshchat is a live-chat platform that can be run either by humans or with an AI bot. From the outside, it isn't possible to tell which one a given website is running. The disclosure duty under Article 50(1) of the EU AI Act only applies if the AI bot in Freshchat is active for you — that is something you know from your own configuration, not something visible from outside.
How to check this on your own site
Open your browser's developer console on your own site (usually F12) and type window.fcWidget. If that returns an object instead of "undefined", Freshchat is embedded on the page.
What to do
First check whether the AI bot in Freshchat is actually active for you, or only the human live chat. Only in AI operation does the first message need to make clear that an AI is responding.
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