Inbound Email Requests

We noticed a lot of customer have a privacy@yourdomain.com as a method of contact in their privacy policy. To help these customers, we created an Inbound Email address that can create privacy request in our system. The advantage to set this up is to share the responsibility internally, get notified of these privacy requests, and have an audit trail for compliance.

When receiving those email privacy requests, they will appear in the dashboard similar to how voicemail request appear. They will start as not “Categorized”, and will show you on the left panel who it’s from, subject, and body. And, on the right panel, the categorization UI for you to decide what kind of request it is. Just like voicemail, you can reach back out for more clarifications, or mark it as not a valid privacy request.

Setting up Inbound Emails

For each service code, we automatically give you a webform, a toll-free service code, and now an email address that you can forward email to from your “privacy@yourdomain.com”. Head over to the Inbound Email, and click “Allowed Forwarders”, and enter your privacy email address. Then if you open the section “What is an Inbound Email” in blue, it will show you different methods to setup forwarding of emails.

If you are using Microsoft outlook, you will need to ask your IT team to disable “outbound spam filtering”. It’s a security setting that disables all forms of outbound forwarding within your organization. If this is a security issue for you to turn off, please contact us.

If you are using Gmail, you will receive a special email that confirms the forwarding after you click the special link inside that email.

Receiving Inbound Emails  

Just like voicemail privacy request, we recommend setting up a custom notification internally with steps how to categorize the email request. To do so, create an email template called “Categorize Email Request” to be sent to your internal team (if it’s dynamic emails, use merge variables), and describe the steps to categorize a privacy request.

Then create a smart action that says “When a new privacy request is received” AND “When the request type is Email” -> “Send an email template” -> and select “Categorize Email Request”.

Part of the process should be that if it’s missing information, you can email the requester for additional information. Or if it’s not a privacy request, you can mark it as completed with a “Completed Reason” of “Spam”, “Marketing Request” or any other, and let your automation close or forward those request to the right department.

If you receive spam at scale, we can enable our “Privacy Request Likelihood” function which analyzed the body of the email, and decides if it’s likely a privacy request or not. We always methods for processing requests at scale with ease.