Use a secure form to collect PII

Help prevent personally identifiable information (PII) from being stored by the social network using secure forms in Hootsuite. With secure forms, your organization can set specific data retention limits for sensitive customer information, providing greater flexibility to meet privacy, compliance, and data governance requirements.

Capture customer data in a secure form

When requesting PII or sensitive customer information, send your request via a secure form link. Once you generate a link, it will be valid for 60 minutes. If you do not receive a response within 60 minutes, you will need to resend the secure form.

1. Go to Nest (or go to Inbox if you're still using the Classic experience).
2. In the reply section, select Generate secure form to add a secure form link to your reply, and then select Send.
   

Once the contact submits the form, the data from the submission will automatically populate the contact attributes (see Review and edit contact information), and you'll receive a View response link. Select the link to preview the submission.

Secure form retention

When a conversation is resolved, the secure form submission is deleted from the conversation.

To protect your customer's data, you can set how long, once an agent resolves a conversation, to keep your contact data. Learn how to automatically clear contact data.