The monitoring of communication and productivity in the workplace is a controversial topic that has always been relevant in organizations. The need to supervise processes and comply with internal company policies aims to prevent misunderstandings in communication, deviations from conduct, and avoid possible repercussions for the company.

Today, with the increasing use of WhatsApp in corporate routines, the monitoring of this platform has gained even more importance and has become a challenge, as the app is often installed on the employee's smartphone, or the corporation uses the personal account of the employee for business interactions.

In this context, how to supervise dialogues that occur with clients, teams, suppliers, and partners, without the risk of invading users' privacy? This is what this article will address. Check it out!

Also read: Is monitoring corporate WhatsApp an invasion of privacy?

Best practices for using corporate WhatsApp

In the age of WhatsApp, it is unthinkable to organize work demands without the agility in communication provided by the app. Present on 99% of mobile devices, this messaging app is now the most used resource to bring people together and facilitate quick and practical decision-making.

The presence of the application in the lives of professionals and the operational efficiency of the platform is such that the sending of contracts, documents, image, video, and audio files, as well as personal data, has mainly occurred through WhatsApp, generating new challenges for companies.

And the main one is to monitor dialogues with external agents and internally with teams through corporate WhatsApp, without invading private conversations and without the risk of leaking confidential information.

Also read: Is your company’s WhatsApp really secure?

The first initiative that the company should adopt is to separate personal WhatsApp accounts from the number used by the organization so that monitoring does not invade the user's private interactions. One way to implement this is by using the Business version, which clearly delineates the nature of communications. Let’s explore other measures:

Also read: Personal cell phone and corporate WhatsApp: what about the company’s cybersecurity?

• Creation of internal policies for the use of the app, limiting the time and day of the week when interactions can occur, in order to avoid claims about working overtime;

  
  

• Discouraging the use of personal accounts to communicate with work contacts;

  
  

• Informing all employees about the monitoring of conversations via WhatsApp and constituting a document authorizing this supervision;

  
  

• Conducting training with users on more appropriate language, topics to avoid through this channel, and the appropriate stance to adopt in dialogues;

  
  

• Measures applied to information security to prevent data leaks, misuse by third parties, and legal issues.

By adopting these practices, it is possible to supervise interactions via WhatsApp between employees and with external agents, without intimidation, embarrassment, or any violation of privacy.

How to monitor corporate WhatsApp in practice?

The monitoring of communications via WhatsApp is a pain point for many corporations, and the solution for this necessity already exists in Brazil and was created by a company from Rio de Janeiro, a pioneer in Latin America!

Also read: Main questions about monitoring corporate WhatsApp

The platform that monitors corporate WhatsApp accounts is Zapper and operates in three areas: communication governance via the app, secure data storage, and conversational intelligence for generating reports and creating strategies.

Thanks to the employment of Artificial Intelligence and machine learning resources, Zapper identifies words in conversations that signal the occurrence of bullying, harassment of all types, violations of company policies, inappropriate language, illicit favoritism, among other situations.

The detection works based on the registration of keywords, and each time they are mentioned, a notification is sent to the manager for contextual evaluation and for adopting the necessary measures.

The content of these dialogues is collected and saved immediately in cloud, ensuring the secure storage of content, even if someone attempts to delete a conversation or part of it. The archiving is for an indefinite period, and only the manager has access to the material, thus minimizing the risk of data leaks.

Also read: Data security: the need for backups in corporate WhatsApp

With all the information at hand, Zapper analyzes the material and generates qualified reports, according to the parameters selected to meet different departments.

Some examples of use: verification of the hours of greatest interaction with the company; analysis of the performance of specific communications, such as the dissemination of a campaign; identification of the most discussed topics for the preparation of FAQ; frequent complaints, among others.

This is a viable solution, with low complexity access, that covers various aspects of communication governance via WhatsApp, from control over the relevance of information circulating in the app to the handling of confidential data, as required by the General Data Protection Law (LGPD).

Monitoring corporate interactions via the messaging app is no longer a controversial topic in companies. Now there is Zapper!

Click here to schedule a demonstration of the tool.