30 Aug 2023: A series of Trust and Safety Playbooks

Neelke Stadler Updated by Neelke Stadler

We published a series of Trust & Safety Playbooks to make it easy for anyone to implement a secure chat service environment.

The Trust and Safety Playbook series is your complete guide to using the best rules for trust and safety in your chatbot world. Each of the playbooks in the series is dedicated to a specific aspect helping you implement security features, collectively they ensure a comprehensive approach to building user trust and safety. It is up to you whether you implement all or some of these aspects on your service.

What Playbooks are in the Trust & Safety series?

The series comprise of 6 playbooks. Three of them focus on user education whilst the other three provide actionable ways for the user to update their personal information. 

  1. Main menu: This explains the series and how to use the 6 playbooks.
  2. Informed Consent: Help users understand why it's important for them to make choices and know about how their data is used
  3. Privacy Policy: Learn how to create privacy policies that are accessible to your users
  4. Hiding Personal Info: Short steps on how we keep your private information safe
  5. Accessing & Editing Data: Help users learn how to view and control their information easily
  6. Data Cleaning: Help users understand how to selectively delete certain types of data
  7. Right to be forgotten: Help users understand their right to be forgotten 

Let's deep dive into the Right to be Forgotten playbook!

Let's have a look at the details of this playbook, how you would use it and what you can do with it.

The Right to be Forgotten Playbook is a part of our comprehensive set of playbooks focused on Trust and Safety.

This playbook guides you through the practice of the right to be forgotten, encompassing data culling, which is a user's right to have their personal data deleted upon request. The Right to be Forgotten involves responsibly removing user data that is no longer needed or relevant, ensuring compliance with user requests and privacy regulations.

The playbook provides foundational information to the user around data culling and then leads them through a practical and interactive activity where they can request their data to be deleted.

What does 'Right to be Forgotten' mean to the end user?

People have the right to have their personal data deleted upon request. This playbook explains foundational information to the user around that, and provides them the opportunity to delete their data.

Let's look at the user experience on WhatsApp. Notice how the first part explains their data rights to the person and show them how to make a delete request, whereafter the person is given the opportunity to request ALL their data to be deleted.

Deleting the user data is an irreversible step that permanently deletes all messages, contacts, contact details, attachments, and everything else related to the chat.

How to set it up on your account?

This video explains what you will find on the Right to be Forgotten canvas.

  • In the Community Playbooks section download the Right to be Forgotten Playbook to your account.
  • Navigate to the Build page and open the Right to be Forgotten Canvas that has been added. You are able to adapt and customize the information provided to suit your specific systems and needs.
  • Decide on the appropriate place for this functionality on your service, and make sure to hook up the Right to Forgotten canvas to trigger there.

The cull_data() function

To delete ALL the user's data, the Playbook makes use of a new expression reference called cull_data(). It permanently deletes all messages, contacts, contact details, attachments, and everything else related to a chat. Have a look at the detailed documentation to learn more.

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5 Sep 2023: Hide personal information

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