This article explains how to identify, label, and manage Protected Health Information (PHI) or other sensitive data shared by customers in Engage. These steps help ensure compliance with healthcare and privacy regulations by discouraging the submission of PHI.
Discourage sharing PHI with automated messages
Use automated messages in Engage to remind customers not to share personal or medical information in public or direct messages.
In Engage, go to “Automated Messages.”
Click Create Message for your channel asking customers not to share personal information or PHI. See the screenshot below as an example of how you could phrase your message.
Note: If your channel uses an away message, update it with the same disclaimer.
Identify and label content containing PHI
Create automation rules that detect messages containing medical details or personal sensitive data.
In Engage, go to “Automation Rules".
Click on Create Rule in the top right corner.
In the If column, select Text from the condition drop-down menu, then choose Contains any of from the next drop-down.
Set the action to Add labels and apply a label such as Sensitive data / PHI.
Isolate PHI data content
Once messages are labeled, you can isolate them for review or deletion.
Create a new Feed filtered by the PHI label created in the above step.
Tip: Turn on email notifications for your feed to start getting notified whenever Engage finds messages that meet your rule criteria. Go to the feed’s More options (three dots icon) in the top-right corner of the feed and select Notify me by email.
For reference, see Setting Up Feed Email Notifications in Engage for more details.
Delete sensitive data
Contact Brandwatch support:Email [email protected].
Request deletion of the identified content.