Since WhatsApp is the most widely used communication tool today, it is no surprise that all market segments utilize this resource, after all, we have become accustomed to the agility in service and the deregulation of processes.

With law firms, it is no different, and the app brings benefits both for clients and for the business itself. On one hand, WhatsApp brings lawyers closer to their audience; on the other hand, for professionals, the tool enhances contacts, facilitates sending and receiving documents, minimizes travel, and also optimizes the record of conversations.

But given the volume of interactions with different people daily, how can we organize dialogues and protect the data that circulates on the platform against possible leaks? Monitoring conversations on the corporate WhatsApp is the safest and most effective solution, and we will explain the reasons below!

Also read: How Conversational Intelligence on WhatsApp Can Transform Your Business

Why monitor WhatsApp conversations with clients?

A service that is 100% based on trust and confidentiality needs to offer security, and it is on this point that monitoring communication via WhatsApp relies.

Message governance provides the law firm with control not only over the content of conversations with clients and third parties but also aids in complying with good service practices, as it can detect any irregularities during contacts.

In Latin America, the first solution created to supervise corporate WhatsApp is Zapper, a platform that offers three functionalities: conversation monitoring; data handling; and information qualification through reports.

The tool acts in monitoring dialogues and detecting keywords that indicate suspicious behaviors, such as harassment, threats, bribery requests, purchasing rulings, violations of company rules, and legal irregularities. Once problematic interactions are identified, a notification is sent to the manager, who will assess the context and may intervene immediately.

All the content of the communications via WhatsApp is stored in the cloud, even if any user tries to delete the information. Access to this content is restricted, and conversations are kept indefinitely, thus forming a kind of evidence library, which greatly aids in ongoing legal actions.

The information collected can also generate analytical reports that will be useful in monitoring the law firm's internal processes. These reports can point out, for example, the number of times the lawyer has contacted a specific user, the timing of these interactions, among others.

As we can see, monitoring corporate WhatsApp in law firms is not a dispensable resource but a fundamental tool to improve the services provided and ensure secure communication among all involved. To clarify in which circumstances Zapper can be applied, let’s look at some use cases!

Also read: Main questions about monitoring corporate WhatsApp

WhatsApp Monitoring in Practice: Use Cases for Law Firms

For the entire WhatsApp conversation monitoring strategy to be effective, the company must follow some guidelines to ensure transparency and ethics in implementing this initiative.

The first guidance Zapper provides to clients who turn to the solution is that all governance of communication should only occur on numbers and devices for corporate use, that is, in accounts on the Business version, through which all relationships with clients and third parties take place. This conduct defines the communication channel as restricted to professional interactions and minimizes the risk of monitoring personal conversations.

The second guidance from Zapper is that all users should be informed about the monitoring of conversations and the handling of the data from these dialogues. It’s advisable that all parties involved expressly authorize this monitoring.

Once these steps are fulfilled, Zapper can meet various demands in the routines of a law firm:

• Supervision of lawyer-client interactions via WhatsApp for compliance purposes;

  
  

• Immediate identification of a user disconnecting from monitoring for unmonitored conversations, minimizing risks for companies;

  
  

• Definitive and detailed record of conversations between users, even if someone has deleted the conversation from their device, which can contribute to future inquiries or in the establishment of evidence;

  
  

• Proof of contact between individuals via WhatsApp;

  
  

• Identification of misconduct in conversations of any monitored user;

  
  

• Storage of conversations in the cloud, complying with all requirements of the General Data Protection Law;

  
  

• Creation of analytical reports from the information collected in conversations, to facilitate the creation of strategies and automate tasks;

  
  

• Proof of sending and receiving documents, as well as the proper storage of files, whether in text, image, or audio format.

It is worth noting that Zapper's purpose is to enhance security in communication between individuals and entities, in a completely impartial, transparent, and ethical manner. The records captured by the platform speak for themselves and cannot be manipulated by any user or even by the platform.

The idea is to safeguard the relationship of trust and absolute confidentiality between lawyers and their clients and to increase security against data leaks from businesses.

Make Zapper your business partner and add more value and credibility to your service! We bring tailored innovation to your business.