Managing Customer Consents

Customers allow the system to save personal data with their consent. As with e-mails and chats, the customers give their consent by contacting the service. Consents in this view are limited to call recordings and WhatsApp messages.

To manage these consents, you need rights to create, modify and delete customer consents

Call Recordings

When a customer calls a contact center queue where recording is used, there can be an IVR that asks if they give their consent to record the call. For more information about setting up such an IVR, see Consent IVRs.

When the customer's answer is saved in the database, the phone number is the only saved identification.

WhatsApp Messages

When your system uses Sinch Conversation API and the WhatsApp channel, you must comply with the WhatsApp opt-in policy. This means that you must have the customer's consent to continue a conversation that is older than 24 hours. Agents who work with WhatsApp messages, need rights to view customer consents. For more information, see WhatsApp Opt-In.

Searching Consents

  1. Define at least one of the following search criteria ,

    • Number: Customer's phone number.

    • Consent: Select if you search consents given (with the value TRUE) or denied (with the value FALSE).
    • Creation Time: Search with the timestamps when the consents are given.
  2. Click Search. You can also save the search for later use.
The results are displayed as a table. The selected checkbox in the Consent column means that customer has given their consent (the value is TRUE).

Adding New Consents

  1. Click Add New.
  2. Enter the customer's phone number.
  3. Click OK.
A given consent (with the value TRUE) is added to database.

Deleting Consents

  1. Select one or more rows.
  2. Click Delete.
  3. Click OK.
The selected consents are removed from the database.

Additionally, Data Protection Officer (DPO) can delete all kind of personal data, including consents, with the Generate Personal Data Report tool. For more information, see Security Guide > Generating Personal Data Report.

Changing Consent Value

  1. Select one or more rows.
  2. Click Change Value.
  3. Answer Yes to confirmation question.
The checkbox in the Consent column changes from empty to selected, or vice versa.

Importing and Exporting Consents

Consents can be imported from or exported to another consent management system. You can start the process with the buttons Import and Export, or from the corresponding views directly under System Tools. For more information, see Importing Data and Exporting Data.