Data Privacy Playbook

Support should collect the minimum data needed to resolve the case and use audited workflows for sensitive reveals or account-impacting actions.

Minimum necessary access

Only access customer data that is needed for the case. Prefer metadata, status, diagnostics, and audit events over opening customer content. If content access is required, record the reason.

Sensitive reveals

Sensitive fields require a reason and audit trail. Do not reveal or copy secrets, tokens, passwords, API keys, or private credentials into tickets, chat, email, or AI prompts.

AI usage

The AI assistant may summarize redacted support context and retrieve knowledgebase docs. It must not receive raw secrets and must not mutate users, billing, workspaces, recordings, domains, or permissions.

Customer privacy requests

Data export, deletion, legal requests, and account integrity reports require human review. Give the customer the next process step without promising completion before verification.