Privacy

The customer portal is built so your customer sees only what you choose, and nothing by accident.

Hidden until you say otherwise

• Tasks, messages and files start out internal. Each one becomes visible only when it’s marked Visible to customer (or, for tasks, assigned to a customer contact).
• Sharing a playbook doesn’t expose its history: messages posted before you shared it stay internal.
• Turning visibility off again hides the item straight away.

What your customer can see

• Only the playbooks they were invited to.
• In those: the playbook’s name, description, stages and owner; the visible tasks, messages and files; and the team’s names and titles.
• Your organization’s name and their own company’s name.

What your customer can’t see

• Any other playbook, customer, contact, note, ticket, health score or report in your organization.
• Internal notes, hidden tasks and hidden files, including through notifications.
• Email addresses of your team. To reach someone they use the private message form, which sends an email for them.

What you see about them

• Your team sees the external users of your customers: name, profile picture, email address and role.
• When an external user sends a private message, it arrives by email with their address as the reply-to, so your answer goes straight to them.

Ending access

• Remove on the playbook’s Team tab, Stop sharing, Remove access on the contact, or deleting the playbook: access ends right away.
• What they added (task ticks, messages, files) stays in the playbook.
• Their account isn’t deleted. You can invite them again at any time.

See Share a playbook for how to do each of these.