What you see about a customer

The Console shows you only the customer data the case needs. You see enough to resolve the ticket and address the customer, and nothing that serves only to profile them.

What you see

• The customer's name, to address them.
• Their city or region, for delivery context. A street address appears only inside the order details.
• Their customer segment, such as VIP. The segment decides which of the brand's rules applies to the case. You see the segment, not how much the customer has spent.
• A short history of their past cases: the category, the outcome, the amount, the date and whether it was escalated. Past conversations are not included.
• The order details needed to act: payment, delivery and items. A card number is never shown.

The masked email

The customer's email is masked, for example j***@email.com. You reply inside the ticket, never from your own email, so you rarely need the full address.

When you do, select Reveal in the customer panel. The full address appears only after Razviel confirms the ticket is yours, and each reveal is recorded.

What you never see

• Risk or fraud labels about the customer. When a case needs the brand's approval, you are told that it does, not the reason behind it.
• How much the customer has spent in total.
• Other customers' orders. An order number a customer mentions is looked up only if it belongs to that customer.
• Other tickets. Only your own tickets and the queue of the brands you are certified on — never another Human Node's tickets, never tickets the AI resolved on its own, never another brand's tickets.

If you need information about the case that is not on the screen, select I have a doubt on the card you are working on. The AI Manager answers from the case and the brand's policy, with what is relevant to the case.

What you do with it

Customer data stays in the Console. Under Annex A of the Master Agreement, you handle it only inside the Console, for the ticket at hand, in a private place where no one else can see your screen. You never copy, export, screenshot or photograph it, never send it outside the Console, and keep none of it after the module ends.