Rights: administrator, for the two options below.
Location: the Company page, under Admin
Setup: the feature has to be activated by Diduenjoy Support, at support@diduenjoy.com. It can be activated on a test environment first, and once it is on for your company it cannot be switched off from the interface.
Overview
Customers write names, email addresses and phone numbers in their comments without thinking about it, and those comments then travel through your dashboard, your exports and your alert emails. Verbatim anonymisation masks that information automatically, everywhere it appears, and leaves you two settings to adapt the behaviour to your own use case.
What is masked, and where
Once the feature is active, three kinds of information are replaced in every verbatim:
| Found in a comment | Replaced by |
|---|---|
| A customer name | Person name |
| An email address | |
| A phone number | phone number |
The masking applies across the platform: Messaging, Text analytics, Exports, Digests and alert emails. Detection runs on the text of the comment only, so segment values are not affected. Comments collected before activation are not masked retroactively on their own: ask Support to anonymise your history if you need it.
Choose when a sales advisor name is visible
- Open the setting. Go to the Company page, under Admin.
- Set the visibility per respondent profile. You choose whether the advisor name appears or is masked depending on the profile of the respondent, promoter, passive or detractor. Showing the name on promoter comments while masking it on detractor comments is the common use for this, since it lets you celebrate without exposing anyone. The choice applies in Messaging, Text analytics, alerts and digests, and in exports the advisor name is masked whatever you select.
Maintain the exclusion list
- Open the list. Go to the Company page, under Admin.
- Add the words that must never be masked. Typically brand, product or collection names that read like personal names and would otherwise disappear from your comments. The list applies in the dashboard and in exports alike.
[📸 Screenshot to add, source: to capture live in product, interface: EN, caption: illustrates both procedures, the anonymisation block of the Company settings with the sales advisor visibility options and the exclusion list, cropped to the block]
What this feature does not do
- Customer names, email addresses and phone numbers are always masked once the feature is active, in the dashboard and in exports. That part is not configurable.
- Detection runs on the comment text. Segment values are not anonymised by this feature.
- The feature cannot be deactivated from the interface once it is on.
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This document is for information and illustrative purposes only. It does not represent any contractual engagement and is subject to change for the purpose of service improvements.