Honest billing requires honest visibility — for everyone.

Live Agents bills clients only for time a contractor is actually working. Honest, second-by-second billing requires honest, second-by-second visibility — both for the client paying for the time and for the contractor whose effort is being measured. This policy explains exactly what we capture, when, and who can see it.

Active app / URL category

The name of the foreground application or the high-level category of the active website (e.g. 'CRM', 'Email', 'Documentation'). We do not capture full URLs by default.

Idle status

Whether the keyboard, mouse, or active app has changed in the last 60 seconds. Drives the 10-minute idle auto-pause.

Activity counts

Anonymized counts of keystrokes, clicks, and scroll events per minute. We do not capture the contents of what is typed.

Periodic screenshots (optional)

Where the engaging client has enabled them, low-resolution screenshots of the contractor's primary monitor, captured at randomized intervals (default: one every 10 minutes). Disabled by default for personal-information-sensitive roles such as healthcare and finance.

Camera presence (optional)

If enabled by the client, a low-resolution presence indicator confirms a person is at the desk. No recording is stored. Disabled by default.

Time-stamped session log

Clock-in, clock-out, breaks, and idle pauses, used to compute the invoice and to power the dashboard.

• Anything outside a clocked-in session — including evenings, weekends, breaks, and unrelated work for other clients.
• Keystroke contents, passwords, or clipboard contents.
• Audio from the contractor’s microphone or recordings of calls, except where a client has explicitly enabled call recording for a specific tool with the contractor’s notice and consent and the call participants’ consent.
• Personal email, banking, or healthcare apps.
• Screen activity on personal monitors, personal devices, or non-Platform-issued hardware.
• Location beyond the country and city of the work device, used only to enforce regional licensing and security.

Every contractor consents to this monitoring in writing as part of their onboarding. The tracker shows a persistent on-screen indicator whenever capture is active. Contractors can pause capture at any time by clocking out, and they retain the right to challenge any captured material that they believe was recorded in error.

A contractor can request a review of any session by writing to trust@liveagents.io. We respond within five (5) business days.

The contractor

Sees their own full session history, including every screenshot and activity log, exactly as the client sees it.

The engaging client

Sees session history only for the contractors engaged on their account. They cannot see other clients' contractors.

Live Agents supervisors

May review activity for quality, training, fraud investigation, and policy enforcement. Every supervisor view is logged with reason and timestamp.

Trust & Safety

Reviews flagged sessions in connection with abuse, harassment, or policy violations. Strict need-to-know basis.

Auditors & regulators

Only on lawful request. We push back on overbroad requests.

• Activity timestamps and idle/active logs — twelve (12) months from capture, then summarized and the raw log deleted.
• Periodic screenshots — ninety (90) days by default. Clients may configure between 30 and 365 days in their settings.
• Camera presence frames — never persisted; presence is computed in real time and the frame is discarded.
• Session log summaries (clock-in, clock-out, totals) — seven (7) years for billing and audit.

Some monitoring features are configurable by the client (e.g. screenshot frequency, retention). Clients agree to configure these settings consistent with applicable law and the contractor’s consent. Live Agents may override client settings to maintain compliance and contractor welfare.

Captured material is encrypted in transit and at rest, stored in access-controlled buckets, and accessible only through the dashboard with strong authentication. Tracker binaries are signed and updated through our managed device program; tampering with the tracker is a breach of the contractor’s agreement with the Platform.

Contractors retain all rights to access, correct, object to, and request deletion of personal information about themselves, subject to lawful retention requirements (for example, billing records). Requests are handled per our Privacy Policy.