Definition: The process of concealing sensitive information, making it visible only to authorised users.

Examples:

• Phone numbers appear as "XXX-XXX-7890".
• Email addresses are shown as "****@domain.com" in chats or communications.

Purpose: Protect sensitive data from unauthorised users while ensuring it remains accessible to those with proper permissions.

• Enhanced Customer Privacy:

Masking sensitive information ensures customer data is protected from unauthorised access, enhancing trust and safeguarding privacy. Only authorised users, such as administrators, can view full details.

• Regulatory Compliance:

PII masking helps businesses comply with data privacy laws like GDPR and CCPA, avoiding legal penalties by ensuring customer data is handled securely.

• Risk Mitigation:

PII masking reduces the risk of data breaches and prevents accidental exposure by agents, protecting sensitive information from unauthorised users.

• Go to Settings: Log in to your Chat360 account and navigate to the Settings tab in the dashboard.
• Configuration: Inside the Settings menu, select Configuration.
• Scroll to the Bottom: Scroll down to the bottom where you will find the option for PII (Personally Identifiable Information).
• Enable PII Toggle: You will see toggle options for roles like Admin, Agent, and Team Manager. Enable the toggle for the respective roles to enforce PII masking.
• Save Changes: Don’t forget to click Save to apply the changes.

• After the toggle is enabled, go to Tags and Attributes.
• Add necessary attributes or variables like @user_name or @user_number to be used within the platform.

• Once you've added the attributes, ensure the PII Toggle is turned ON for masking sensitive information.
• This will protect sensitive data, such as phone numbers or email addresses, by applying PII masking.

Once enabled, all personal data will be masked in your system for roles where the toggle is active. This provides an extra layer of security, ensuring that sensitive information is handled properly and protected at all times.

• Omni-Channel Integration Overview:

Omni-channel integration enables users to sync various communication channels (such as WhatsApp, Facebook, Email, etc.) into a single platform. This provides a unified view of customer interactions, making it easier to manage and respond to conversations across multiple platforms.

• 1. Centralised Management:
• All customer conversations from different channels are accessible in one dashboard.
• Users can respond to messages across platforms without needing to switch between multiple apps, improving workflow and reducing complexity.

• 2. Enhanced Analytics:
• Provides unified data insights by tracking performance metrics across all communication channels.
• This centralised data helps businesses better understand customer interactions, behaviours, and preferences, leading to more informed decisions.

• 3. Improved Efficiency:
• Simplifies communication processes by consolidating all channels into one interface, reducing the time spent navigating between different platforms.
• Increases productivity by offering a streamlined experience for managing customer conversations, ultimately leading to faster response times and better service delivery.

Enhanced Customer Profiling: Omni-channel integration provides a detailed profile of customers by consolidating data from all communication channels. This allows businesses to gain deeper insights into individual customer preferences, behaviours, and communication patterns, enabling more personalised and effective interactions.

• Go to Settings:

Log in to the Chat360 dashboard and navigate to the Settings option in the menu.

• Open Configuration:

In the Settings section, look for the Configuration tab and click to open it.

• Browse for Omni-Channel Configuration:

Scroll through the configuration options until you find Omni-Channel Configuration.

• Add Email or Phone Number:

In the Omni-Channel Configuration section, you will find the fields where you can add customer details like email or mobile number. Input the desired information.

After entering the email or phone number, turn the Toggle ON to activate the attribute for Omni-Channel synchronisation.