Why my contacts cannot see their past conversations?

At Customerly, the conversation history is managed with a keen focus on security and privacy. This approach is particularly important when dealing with sensitive customer data. The primary reason for restricting access to past conversations is to prevent unauthorized access.

Risk of Email-Based Access A notable security risk lies in allowing leads to view their conversation history simply by opening the chat with an email. If this were permitted, anyone with knowledge of a person's email address could potentially gain access to their past conversations. This scenario poses a significant threat, as it could lead to the exposure of sensitive information.

Authenticated Users: A Safer Approach To mitigate this risk, Customerly adopts a policy of providing conversation history only to authenticated users. Authentication serves as a robust barrier against unauthorized access. This means that only users who have been verified through a secure login process can view their conversation history.

Benefits of This Approach

1. Enhanced Privacy: By limiting access to authenticated users, Customerly ensures that sensitive information remains confidential. This approach is in line with best practices for data protection and privacy.

2. Prevention of Data Breaches: It significantly reduces the likelihood of unauthorized access, thereby preventing potential data breaches.

3. Trust and Reliability: Customers can trust that their interactions are secure and private, fostering a sense of reliability and safety when using the platform.

4. Compliance with Regulations: This policy also helps in complying with various data protection regulations like GDPR, which mandate stringent measures for the protection of personal data.

The policy of restricting conversation history to authenticated users underscores Customerly's commitment to security and privacy. While it may seem like a limitation from a user's perspective, it is a necessary measure to safeguard sensitive information and maintain the integrity of the platform.

Customers can rest assured that their conversations are secure and accessible only to them, reinforcing trust and confidence in Customerly's services.