Protect Customer Data and Privacy in Service Cloud Messaging

How Messaging Data is Stored

Salesforce automatically creates and saves a transcript for each messaging session. Messages exchanged with a bot are also stored in the conversation transcripts. To be transparent with your customers, you can include this information in the auto-response shown when customers send a message to your company. Here are a few sample Conversation Acknowledgment messages:

Thanks for your message. A representative will be with you shortly. Just so you know, we may record and track conversations to help improve your experience.

Before we get started, note that your conversations may be stored for quality, training, or other purposes.

This article isn’t legal advice, so to make sure that you address any compliance considerations related to the storage or use of messaging transcripts, check with your legal counsel.

How You Can Protect Customer Data

Customers might ask your company to handle their data in the following ways.

• Delete personal data associated with a customer who has messaged your company via Messaging.
• Track customers’ approval for how your company interacts with them via Messaging.
• Restrict how Messaging processes personal data.
• Export customer-related data.

Here are several ways to address their requests.

• Add new fields to objects associated with data privacy. If data privacy fields are added to objects, admins can search for those fields and manually delete personal data. You can also perform global searches for customer data on each object.
• Export Messaging conversation transcripts.
• Hide or replace sensitive data in messaging sessions and transcripts—for example, hide Social Security numbers.

Encryption at Rest

In enhanced Messaging channels and Enhanced Chat, these fields can be encrypted at rest.

• MessagingEndUser fields: Name, MessagingPlatformKey, ProfilePictureUrl
• ConversationContextEntry fields: CustomDetailContextKey, CustomDetailContextValue
• ConversationEntry fields: ActorName, Message, Payload, EntryPayload
• ConversationParticipant fields: ParticipantDisplayName

In standard Messaging channels with Lightning Experience, the following fields can be encrypted at rest.

• LiveChatTranscript fields: Body, SupervisorTranscriptBody
• MessagingEndUser fields: Name, MessagingPlatformKey, ProfilePictureUrl
• ConversationEntry fields: ActorName, Message

Encryption at rest isn’t supported in standard Messaging channels with Salesforce Classic.

Compliance Certifications

To learn more about Salesforce compliance certifications, see compliance.salesforce.com.

Some Messaging channels aren’t able to be certified for HIPAA compliance because their associated third-party applications or technology (SMS, WhatsApp, Apple Messages for Business, Facebook Messenger, and possibly some Partner Messaging channels) aren’t HIPAA-certified.