To protect sensitive information, such as account statements or content containing personally identifiable information (PII), the platform provides built-in controls to restrict access to certain attachments, including PDFs, screenshots, and other media files.

This functionality helps organizations reduce privacy risk while maintaining appropriate access for authorized users.

How Sensitive Attachments Are Handled

An attachment, when detected as part of a message, is automatically concealed by default. Users without the required permissions will see a message in the UI stating, “This media is private and you don’t have permission to access it.”

This automatic concealment applies to attachments such as PDFs and screenshots to enhance data security and privacy. Users with the relevant restriction permission will be unable to view these hidden attachments, and access to concealed media is also restricted in exports.

Managing Access with Permissions

Access to sensitive attachments is controlled using the Hide Attachments permission, located under the Engagement permissions section.

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How the Permission Works

The Hide Attachments permission works in an inverse manner:

• Users with this permission cannot view sensitive attachments.

• Users without this permission can view the attachments.

  This design allows administrators to explicitly restrict access for specific roles or users who should not see sensitive media.

Benefits

Using this permission-based approach allows administrators to:

• Limit access to sensitive attachments without manual intervention

• Apply privacy controls consistently across the platform

• Reduce the risk of unauthorized access to PII

• Manage visibility through existing role and permission settings