Hello,
I'm looking to protect my customers' privacy by hiding their personal information from my agents. Particularly their 1) Whatsapp numbers from my agents 2) ideally want to also hide other information like names, emails, etc..
Can someone recommends a way or third-party tools that could be helpful?
Appreciate your time. Thank you!!
Hey @hassan11 -
Because Agents are generally considered a privileged position, it is generally assumed that they should be trusted with customer data. While you can restrict certain elements like custom fields, knowing the name and contact method of the user is pretty integral to the Agent experience.
The only thing I can think of is building a custom interface that only brings in certain elements via the API. Curious to see if anyone else has come up with anything different.
Brandon
Yeah, there should be no reason to worry.
Stephan
We have specific business needs that would require end user PII be hidden from certain internal roles and unfortunately it doesn't seem like we have the ability to simply achieve that
Would love a method to easily hide customer/end user PII from a given custom agent role...an agent of the type I would love to create only needs access to contact name and the ticket content itself
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There isn’t a way a native feature or an API or app that can be used to edit the Support interface and hide user information such as email addresses from an agent. You can only restrict the agent role to read-only access for user profiles but can't hide the information completely.
I encourage you to create a new post in the General Product Feedback topic in our community to engage with other users who have similar needs and discuss possible workarounds. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.