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Advanced security settings for help desk connections
Advanced security settings for help desk connections

How to limit the import of certain conversations

Daniel Figueiredo avatar
Written by Daniel Figueiredo
Updated over a week ago

Role: Admin, Account Manager

When pulling data from your help desk to Klaus for conversation reviews, we automatically pull in all conversation-related data. With the advanced security settings, you can have Klaus filter out selected content and this data will not be visible to reviewers (Klaus will not store it).

To access the advanced security settings, click Advanced when adding a new help desk connection. The following options appear:

  • Mask customer data hides all customer-related information in conversations, including name, e-mail, phone number, bank credentials, etc.

  • Ignore conversation content brings over the conversation content only when you are reviewing, nothing is stored on our servers.

  • Ignore attachments disables storing the URLs of conversation attachments on Klaus. This data is pulled in on-demand when a conversation is opened for review.

  • Hide sensitive data fields excludes the defined custom fields when pulling data from your help desk. 

  • Include or exclude conversations with these tags allows you to choose not to sync certain conversations.

  • Include or exclude only certain groups allows you to choose which groups are brought over.

Please note that if you decide to enable "Ignore conversation content", none of our data-backed features would be available:

  • Conversation Insights

  • Complexity filtering - Outliers

  • Sentiment filter

  • AutoQA

  • Conversation content translation

  • Klaus AI Suite filters

Use these advanced security settings to protect the privacy of your customers and customer support agents as necessary.

The availability of these options depends on the help desk you are using.

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