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FAQ

FAQ

Frequently asked Questions

What does Actioned Mean?

When a communication has been "Actioned" it means that a User has taken any of these actions:  Reviewed, Cleared (Retention & Analytics only), Marked False Positive (Endpoint Monitor only), Escalated. 

What does Ignored mean?

"Ignored" means that the message in question was not scanned for Risk or Flags. Messages can be ignored for several reasons.

  • Reason 1: Your Company Only Monitors Outgoing
    Companies that have their Monitoring Policy set to "Outgoing Only" will see "Ignored" on every incoming message.

  • Reason 2: The only Internal Users in the message are Unmonitored Users
    Users can be "Monitored", "Unmonitored" or "Archived".  "Unmonitored" Users are users whose new IMs and Emails are being archived, but they are not being scanned for Flags or Risk. If the only participants in a message are Unmonitored or Unmonitored and External, the message will be "Ignored". 

  • Reason 3: The User is emailing from an alias not added to the User Record
    Fairwords does not automatically add email aliases or new usernames from IM platforms.  These need to be added to a User Record in the Central Dashboard under Settings > User Management

Where are my Emails?

To view emails in Fairwords, your IT department needs to configure email journaling. If your IT department has configured journaling and you are still missing emails, contact Fairwords at help@fairwords.com.   Please tell us the email addresses of all Employees whose emails are missing and the last email in the system. If the email you are looking for is outside of the company or user retention period, it has been purged from our system.

If your company has enabled a retention policy for all employees or for specific employees, communications for those employees will be deleted according to that policy.  IT SuperUsers and Supervisors can check the retention policy for the company and users in the Central IT Dashboard. Click here to learn more.

How do I Unclear or Unreview a Communication?

You cannot Unclear or Unreview a communication in the Retention & Analytics Platform or the Endpoint Monitor. We use this data to train our AI. 

Where is my Flag?

If you open an IM conversation and don't see your Flag in the message but do see it a red label at the top of the conversation, check to make sure that you have looked at all the pages of the conversation. We paginate IM conversations to make them simpler to manage, so your Flag might be on subsequent pages.

Why is my email flagged up the email chain?

Each time Fairwords scans an email, we scan the whole document, including the previous messages in a thread.  If the original email or other emails up the thread have any Flags, they will be included with the email being scanned.

If you cleared the original email and someone replies to this email, it will be scanned as a new email because it is possible for the user to edit the chain when replying. 

Supported Communications Sources

Retention & Analytics Platform

The Retention & Analytics Platform provides an intuitive dashboard for analyzing incoming and outgoing communications.  Company IT works with Honcho to provide IM Logs and journaled emails.

  • Bloomberg message

  • Email (Office 365, Exchange, Google Workspace)

  • ICE Chat

  • Instant Bloomberg

  • Microsoft Teams (Office 365)

  • Openfire

  • Reuters

  • Skype

  • WhatsApp