Then, in the drop-down that appears, choose whether you’d like to automatically redact data daily, every 30 days, every 60 days, or every 90 days. To enable automatic call redaction, click the toggle labeled Automatically redact information after a given time period.To enable manual call redaction, click the toggle labeled Allow administrators to redact information within the call log.To enable redaction for a sub-account:ġ) Navigate to Settings → Account Settings.ģ) Click the toggles to enable the redaction behaviors you want for your account. Once redaction is enabled within an agency, it can be enabled for individual sub-accounts. To enable redaction within an agency:ġ) Navigate to Settings → Parent Settings.Ģ) Click or scroll down to the Behaviors section.ģ) Click the toggle labeled Allow accounts to enable redacting calls within the call log (useful for GDPR compliance). Redaction must be enabled at the agency level before it can be enabled for a particular sub-account. Check within those platforms for any privacy options that may be available to you. If you have your account integrated with and are sending data from CTM to other service providers, such as Salesforce or Hubspot, redacted information will still be in those systems, as we cannot remove it from anywhere but our own system. If a notification is sent prior to the redaction, potentially sensitive information could be in the notification. It is strongly recommended that you check your notification settings before enabling redaction. However, any reports that rely on session data, tags, or information unique to a particular contact will not count redacted information. The tracking number that is called and the tracking source associated with that number will still be available, as will the time and status of the call, and call flow information (for purposes of tracking or troubleshooting routing). Visitor data (including IP address, any website activity tracked, referring source information, or advertising information)īecause of the data that is stripped from interactions (calls, texts, and forms), redacting will have an impact on your reporting.Redaction removes the following content from an interaction: ![]() ![]() ![]() This feature is available on any agency-style plan (accounts that can create sub-accounts).Įven on redacted interactions, we must maintain basic logging of the interaction for legal and administrative reasons and that information will be managed in accordance with our privacy policies. Redacted data can never be recovered once it has been removed from an interaction. If you are under obligation to comply with data privacy regulations such as HIPAA, GDPR, CCPA, PCI, or PIPEDA or have other privacy concerns, you can enable redaction to manually or automatically remove personally identifying information from customer interactions in your account. Redaction removes personal information from records of calls, texts, live chats, and forms in your account.
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