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Confidential conversations

Marking a conversation confidential restricts who can access it: users can only see confidential conversations if their role includes the confidential-view permission, even when they would normally have access to that conversation.

A typical scenario: a supervisor has access to all conversations of their team. An executive calls one of the agents about a sensitive matter. Marked confidential, that conversation is hidden from the supervisor — unless the supervisor's role explicitly grants access to confidential conversations.

Confidential conversations show a lock icon in the Conversations list and a Confidential label on the detail page.

Marking conversations as confidential

Note

Setting and clearing the flag each require their own permission on your role.

From the Conversations list:

  1. Select the conversations you want to protect.
  2. Click More › Mark as confidential.

On a single conversation's detail page, open the action menu next to Export to PDF and select Mark as confidential.

Clearing the flag

Use More › Clear confidential flag on the list (or the same entry in the detail-page action menu). Clearing also requires its own permission.

Confidentiality and sharing

The confidential flag and sharing are mutually exclusive:

  • A confidential conversation cannot be shared with other users.
  • A conversation that is currently shared cannot be marked confidential — revoke the shares first.

Automatic flagging

Your administrator can configure a user account so that all of that user's conversations are marked confidential automatically as they are captured — see Per-user capture settings in the Administration Guide.