Overview
Let’s Talk may be used to report issues of a more serious nature that need to be escalated to officials or handled by staff within or outside of your organization. When these situations arise, Let’s Talk can provide confidential information regarding dialogue submissions, which are accessible by System Administrator users, ensuring proper notification to the appropriate authorities.
Guidance On Use
Access to confidential ticket information should be exercised with discretion and discernment. This feature is designed to be used in instances only where serious or imminent threat is perceived. Obtaining this information only when necessary protects the customer’s privacy but also upholds the trust they place in your organization. Always remember that your responsibility goes beyond solving the ticket—it extends to safeguarding the customer’s information at every step. Please consult our Privacy Policy for additional information and criteria regarding information sharing and disclosure.
Confidential Dialogue Information
This tool will disclose the following information for a dialogue:
- Dialogue Number
- Date and Time dialogue received
- IP Address
- Browser/Agent details
Additional Information (based on submission):
- Customers Name
- Phone Number
Accessing Confidential Information
- Open the dialogue in Let’s Talk
- Click on the three horizontal dots in the upper right corner of your dialogue
- Click Disclose Confidential Information
- Confirm your action to move forward with disclosing confidential information by clicking Continue
- Complete steps 1-3 to log your access to the information including the reasons for accessing the information and your name
- The information will be revealed. If you would like to download the information you can click Download information
