What should I do if a customer shares sensitive information?

We recommend never asking customers to send passwords, card numbers or national identity numbers through support channels.

If a customer shares this information anyway:

1. Use Redact message to remove the message and record the reason.
2. If the information is in an attachment, ask your administrator to delete that attachment.
3. Inform the customer when appropriate, for example by recommending a password change.

Use Attachment and content retention to delete attachments automatically after closed conversations reach a specified age.