I’d like an alert to pop up if a member of my team tries to send a message (email or chat) and the message contains PII.
The reason being, I want the agent to double check that any PII in the message should be included in their message and it’s being sent to the right person, to prevent GDPR breaches.
Zendesk automatically shows a "Missing attachment?" warning message when you type specific words or phrases in a ticket reply without actually adding a file. I imagine this warning message working in the same way, but for PII instead (email addresses, phone numbers, postal addresses.)
I can’t find any app integrations that do this, and I don’t want to redact PII from conversations. I want the message to not be sent by agents if incorrect PII is included, to prevent data breaches.
I imagine a custom trigger could be very useful for many companies, not just for PII. For example, flagging that if any message contains certain keywords such as ‘chatGPT’ or ‘Claude’ the message is flagged before sending, in case it’s been copied and pasted incorrectly by an agent.
Submitted
Trigger alert when PII is shared in message contents
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