Sometimes, an end-user discloses personal information or other details during a support conversation, which your brand should neither possess nor retain.
To redact this sensitive information, a customer service agent can do the following.
BEFORE YOU BEGIN An agent cannot see or use certain UI elements that this procedure describes, until after their Helpshift administrator grants them the necessary access. |
Step 1. On the Helpshift toolbar, click Issues.
Agent Dashboard opens.
Agent Dashboard opens.
Step 2. In Agent Dashboard, click the issue whose user shared sensitive information.
Step 3. Click More Actions (
).
).A contextual menu lists all of the actions that can be applied to the described issue. The supported actions may vary, depending on which support channel the user used while creating this issue, as well as other factors. |
Step 4. Choose Messages and Attachments Redaction.
Agent Dashboard refreshes its rendering of the conversation history. In the changed view, a checkbox now accompanies each of the user's messages and file attachments.
Agent Dashboard refreshes its rendering of the conversation history. In the changed view, a checkbox now accompanies each of the user's messages and file attachments.
Step 5. Check each checkbox that corresponds to sensitive information, and then click REDACT.
Alternatively, the agent can do either or both of the following.
Alternatively, the agent can do either or both of the following.
- Click Select all messages, and then click REDACT.
- Click Select all attachments, and then click REDACT.
Step 6. (Optional) To describe what was redacted and why, use the Add Private Note form.
Step 7. To confirm these choices, click Redact.
Step 8. Resume the support conversation, as needed.