Intercom

Problem

Customers post sensitive personal information (PII or PHI) on Intercom chats/conversations for a given business function. Some of the burning reasons on why your Intercom account needs to be protected:

• Compliance: Every day government legislation is passing Consumer Privacy laws geared to protect consumer data from malicious entities. California and Illinois have been the latest to introduce these laws, including a Biometric Information Privacy Act. For many organizations, data can be spread across a wide range of systems, which can be challenging to keep up with Privacy law enactments. It is a nightmare for companies to do manual cleanup of those sensitive messages sitting within your employee's zendesk account as deep inspection is time consuming and error-prone. At the same time, you need to stay compliant and prevent exfiltration of sensitive data.
• In the first six months of 2019, a reported 3,813 data breaches affected 4.1 billion records, an increase from 2018. Of which, 70% of leaks exposed user emails, while 65% included sensitive information revealing passwords. According to IBM, the average time it takes for an organization to identify a data breach occurred is 206 days, with an organizational cost of $3.92 million.
• Between 2018 and 2020, there was a 47% increase in insider threat incidents. This includes malicious data exfiltration and accidental data loss.‍

Solution

Strac Intercom App is a Data Loss Prevention (DLP) software. There are 2 modes:

1. Detect Only: Once configured, it automatically discovers sensitive comments and attachments. Customers can see Findings of sensitive tickets in the Strac UI Vault and get notifications.
2. Redact: Once configured, it masks (aka redacts or removes) sensitive comments and attachments while still giving the opportunity to authorized users to view those Intercom tickets in Strac UI Vault. With this, you will block sensitive PII or PHI in Intercom conversations.

A business can configure a list of sensitive data elements (SSN, DoB, DL, Passport, CC#, Debit Card, API Keys, etc.) to redact. Compliance, Risk and Security officers will get audit reports of who accessed which messages.

Strac is published in Intercom's App Store: https://www.intercom.com/app-store/?app_package_code=stracapp

Below is a sample list of sensitive data elements that will be detected & redacted:

• Identity: Drivers License, Passport, SSN (Social Security Number), National Identification Number, etc.
• PII: Name, Address, Email, Phone, DoB, Age, Gender, Ethnicity, etc.
• PHI: PII data, Medical Record Number (MRN), Insurance ID, Health Plan Beneficiary Number, Biometric, Medical Notes, etc.
• Payments (aka Financial Details) or PCI (Payment Card Industry) Data Elements: Bank Account, Routing Numbers, Credit Card Number, CVV, Expiration Date, Debit Card, IBAN, etc.
• Secrets: API Keys, Passwords, Passphrases, etc.
• Vehicle: License Plate, Vehicle Identification Number (VIN), etc.
• Physical Network: IP Addresses, MAC Address, etc.
• Crypto Secrets: Seed Phrase, Bitcoin, Ethereum, Litecoin Addresses, etc.
• Profanity: Curse words, abuse words, offensive content, etc.
• Voice Call Recordings: Audio or Video recordings that have sensitive data
• Custom: Create your own rules or use regex

Checkout Strac's catalog of sensitive data elements that Strac automatically detects and redacts.