Lime Connect and the EU AI Act: does your chat widget tell people it's AI?
Userlike was renamed Lime Connect on 10 September 2025, part of Sweden's Lime Technologies since 2021; the docs state the rebrand changed the name and logo and nothing else, and customer sites still load the Userlike widget bundle. Chatbots are still created at Team > Chatbots > Add chatbot, which asks for the same fields used for a human teammate. One of the four bot behaviour modes is called Human: the bot is always online and receives conversations exactly like a normal human operator.
The rule itself is short. Article 50(1) of the EU AI Act requires AI systems that interact directly with people to be designed so users know they're dealing with AI, no later than the first interaction, in a clear and distinguishable way. The exception for cases where it's "obvious" is narrow: a natural-language customer-service bot doesn't qualify just because it has a robot icon. A line in your terms of service doesn't satisfy it either. And it's easy to enforce, because a regulator can open your site and start a chat.
Where the disclosure lives in Lime Connect
- The chat widget launcher and the operator identity shown as a conversation starts
- The chatbot's name for conversations, set under Presentation, and its profile picture
- The chatbot's first automated message once a visitor starts chatting
- The handover point where a chatbot conversation is picked up by a real operator from the same operator group
Your Lime Connect disclosure checklist
- Open your site in a private window and start a chat: does the operator identity or the first message make clear you're talking to AI?
- Check the name and profile picture under Presentation, these are the same fields a human operator has, so nothing in the flow stops a human-presenting setup
- Add an explicit AI statement to the chatbot's first message rather than relying on the name alone
- If the bot runs in Human mode it receives conversations exactly like a human operator, so the disclosure has to come from the message, not the queue
- Verify the disclosure holds on the mobile SDK/app integrations, not just the website widget
- Screenshot the first-interaction state and export the chatbot's profile settings with a date
Watch out for
The chatbot setup is built to feel like adding a teammate: the same fields, the same profile picture upload, and a behaviour mode named Human that routes conversations to the bot exactly as if it were an operator. An admin who names the bot "Lisa" with a stock headshot and leaves it in Human mode has built a non-obvious AI interaction without any dishonest intent, which is what Article 50(1) addresses.
Common questions
We use the chatbot only to route to the right department, not to answer questions, is that in scope?
Pure routing with no generated answers is a weaker case for AI-interaction disclosure, but if the bot uses NLP/AI to interpret free-text requests rather than fixed buttons, treat it as in scope. When in doubt, a one-line disclosure costs little.
Is a "bot" status icon next to the name enough, since the widget shows operator status?
Treat status icons as a nice-to-have, not the disclosure itself, the safer pattern is an explicit line in the bot's first message, since icon conventions aren't something every visitor reliably reads.