We can't completely stop users from sending their credit card, passport or ID numbers, but we can mitigate risk through timely and specific messaging. In clear and precise but unalarming language, remind your users that such data should not be sent through the bot. The first step is to proactively signal to your users that the transmission of PII should never be done through the chat experience. The question then becomes, how can we meet users where they are while still providing robust user protection? It requires a two-pronged approach that both minimizes the threat of users entering PII on insecure channels and provides a secure portal to provide that data when it is necessary to enable functionality. How can we use Facebook Messenger while maintaining strong security? At the same time, creating a functional user experience on Messenger that precludes the transmission of PII is simply not possible. For many users throughout the world, Facebook Messenger is the premier platform for connecting with users, but the risk of PII being shared and therefore persisted through Facebook servers raises red flags with legal, security and IT teams. For risk-averse industries such as finance and insurance, there is an inherent tension between meeting customers on their preferred platforms and maintaining the integrity of Personally Identifiable Information (PII).
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