Encryption means that before sending the chat message to the receiver, it is translated into gibberish that can only be read by the receiver holding a unique key. This way the chat messages can’t be read by any other than the chatting visitor and organisation.
Here we can only speak for ourselves, but our security package allows clients to encrypt live chat logs and API data so that when encryption is set on, chat log messages and API data are automatically encrypted before storing them to the database. An AES (Advanced Encryption Standard) key for encrypting and decrypting the chat logs and API data is created whenever a new chat session is created. The AES key is only valid 30 minutes after last message is sent, after which the conversation can only be decrypted with customer’s private key.