Communicating with the Requester

Once a privacy request is received, we have many ways to contact the consumer from the dashboard.

Sending emails to the consumer

If you expand the privacy request in the “Privacy Requests” tab, you will see the “Messages” UI. Messages are also available in the details page of a privacy request. A message will send an email directly to the email address provided for that privacy request. When the person respond, the message will appear in the thread and you will receive a notification. That allows you to track all communication within the dashboard. It is useful to ask for clarifications especially for non webform requests.

Calling the requester via a dedicated phone number

If you opted in to use a dedicated phone number, you can call back the user directly from the dashboard. Make sure to accept microphone and speaker request access while visiting the site. The main reason to call back requesters is if you believe it is a valid privacy request and the requester forgot to leave his email address on the voicemail. During the call, metadata will be recorded in the audit trail, and you can make sure to “Categorize” the voicemail directly in the details of the request.

Sharing documents with the privacy requester

You may require that the requester to upload or download documents to/from your organization. On our webform, you can create a question with input type: “File” which will allow the user to upload a document right when they submit their privacy request.

If you wish that the requester uploads a document at a later time – say when the request is categorized as a valid request – then you can send them a secure link to their document center. They will have the ability to upload or download any files you have for that privacy request.

In order for you to upload any file, head over to the privacy request details, click on “Document Center”, upload the file with the expiration that you need, and then click “Email Requestor With Access Link”. The requester will receive a file with a special link giving them access to the document center where they can upload and download files.

Note: Files that were never downloaded, but about to expire trigger a notification to the team.

Sending automated notifications

Whether you want to automate a notification internally or to the requester, head over to our section that talks about automating notifications. Those are crucial to automate basic steps to unburden yourself.

Most customers will include in the internal notifications steps to follow to process the privacy request with a secure link to the privacy request detail.

Automated communication to the requesters often includes details about the verification and the completion of the request.

Conclusion

We built a robust communication platform so you can easily gather details from your requestor, track every bit of communication, set up the right alert to never miss a message, and share the responsibility across your privacy and support teams.