Marking a chat sensitive flags a conversation that contains information worth handling with extra care — payment details, personal or health information, a legal matter, or anything else you would not want treated as routine. It is a flag on the conversation record, separate from its open/closed/snoozed status.
Mark a chat sensitive
- Open the conversation.
- Click the More (⋯) menu in the chat header — see Chat actions.
- Select Mark as sensitive.
To reverse it, open the same menu and select Mark as not sensitive.
If your team handles anything covered by internal privacy or compliance policy — a customer sharing a card number in chat, a health-related support request, a dispute headed toward legal review — flag it as sensitive as soon as you notice, not after the conversation is closed.
mark_as_sensitive and mark_as_not_sensitive endpoints — useful if you want to flag conversations matching a condition automatically from your own system, rather than relying on a teammate to do it manually. 