Marking an Email Interaction as Containing Sensitive Information

When an email interaction record contains sensitive information (for example, an attachment of a passport scan, or the customer’s credit card details in the body of the email), you must mark this record as containing sensitive information.

1. To do this, select the Yes radio button in the Contains sensitive information pane of the Email interface.
2. In the Reason dropdown, select one of the reasons provided to explain why you are marking the record as containing sensitive information.

A supervisor will then review the marked records and will delete sensitive attachments or remove sensitive information from the body of the customer’s email.