Does your company communicate with clients, suppliers, and business partners via corporate WhatsApp? And what is your strategy to control communication and identify risks in the messages exchanged through the app?

Monitoring interactions between companies and the public via WhatsApp, whether to detect failures in the process or to prevent the leakage of confidential data, is now a necessity, especially in businesses where commercial operations occur in a digital format.

To meet this need for monitoring corporate communication through the messaging app, Zapper was developed, the first tool in Latin America to supervise the messages transmitted through the company's official channel and signal suspicious conversations, misconduct, and potential data leakage risks.

However, implementing this communication governance system requires a work of raising awareness among teams about the benefits that the solution brings, both for professionals using the app at work and for clients.

After all, this type of initiative is a novelty in the business environment and should be presented in detail to the different users. But how can this be done? In this article, we brought some tips from an expert in compliance and strategic HR from Átiman Advisors, who discusses the use of the tool from the perspective of people.

What is the purpose of Monitoring via WhatsApp?

Lack of objectivity, use of inappropriate language, suspicious conduct, fraud, data leakage risks… these are increasingly common problems in corporate WhatsApp, making it unthinkable to use this channel without due corporate oversight.

The solution is to monitor conversations securely and practically, which is possible through Zapper. The platform developed with Artificial Intelligence and Machine Learning resources is a great ally in ensuring compliance with communication via the corporate app; however, the success of the initiative is entirely linked to the engagement of leadership and their team members.

Recommended Practices for Ethical Implementation of Corporate WhatsApp Monitoring

To better understand how to present the tool to teams and company managers, we spoke with the compliance and people management consultant from Átiman Advisors, Luciano Campanhã, who highlighted some points of attention that companies should consider regarding employee rights and monitoring limits:

1. The first step to implementing an innovation in the company is to pay attention to the existing norms and policies and to adapt any initiative to the reality of the employees. This is done through awareness campaigns using the organization's internal channels.
   
   

2. Professionals in the process of hiring after the monitoring of WhatsApp begins must be informed of this practice by the company during the job interview and must sign a consent form for this procedure. It is important that the contract includes a clause defining the limits of using corporate WhatsApp by the employee and the company's obligations in this regard.
   
   

3. Message supervision should be conducted by the contracting party only on the account used by the company and on the devices owned by it, such as laptops, computers, mobile phones, and tablets. The identity of those involved must be preserved and cannot be disclosed under any circumstances, at the risk of embarrassing the individual.
   
   

4. Assuming that the WhatsApp account and communication devices are the property of the organization, it is advisable to alert users that personal contacts and private matters should not be discussed through these channels.
   
   

5. It is highly recommended to promote training for communication managers, not only on the technical and operational aspects of the tool but also from the perspective of good use of the collected contents. It is necessary to clarify these professionals' responsibilities regarding conversations, stored files, and the handling of confidential data.
   
   

6. Leaders also need training! Requesting feedback or generating work demands outside the company's operating hours can be interpreted as overtime in favor of the contacted employee. This is a great opportunity to reinforce adherence to the corporation's policies.
   
   

7. Raising internal awareness about information security can be very useful to contextualize the penalties applicable in case of leakage of sensitive data. It is essential to inform professionals about the requirements of the LGPD (General Data Protection Law). This ensures compliance with the communication channel and encourages adherence to good practices.

“When the company opts for monitoring messages through corporate WhatsApp and the work teams support and contribute to this initiative, the result is a sustainable and efficient partnership in mitigating risks to the organization. That is why technology must always go hand in hand with people,” comments Luciano.

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