Good point about treating privacy as a set of build decisions. One practical thing for small business sites: only ask for what you need to follow up (usually a name plus one contact method), and say that in plain words right in the chat before the visitor types anything. It's also worth deciding up front who can read the transcripts and how long you keep them, so the owner isn't left guessing later. And a simple prompt telling visitors not to share sensitive details like card numbers or health information in the chat goes a long way. Thanks for the clear write-up. — Neil