What is the Chat feature? How does it work?
You can use the chat feature, available on all reports, to communicate safely with the informant. It works like most instant messaging tools: you type your messages or attach your files and the informant receive them immediately in their Whispli inbox.
If the informant attached their email address to their inbox, or downloaded the mobile app, they can get instant notifications that a message or file was shared with them, connect to their inbox to check and reply if necessary.
The informant can do the same: they can send messages and files, and see if their messages have been read by case managers.
How do I know if the informant read my messages?
When the owner or a member on the report sends a message or file, there is an icon under the message. When rolling over that icon, you can check when the message was delivered. If the icon is green, it means the informant logged in to check the message and you can see the date and time when rolling over the icon.
Can the informant know my name or see my profile picture?
The profile pictures and names of the case manager users are only visible in the case management, the informant only sees the Company logo for all messages sent to them and no individual names.
Here is an example of a Chat conversation between an informant and a case manager.
Here is the informant side:
On this screenshot, the informant only see the company logo (see messages on the left).
Here is the case manager side:
The initials of the case manager are visible (see messages on the right with the initials 'CO') in order for the owner and members to know who sent the messages.
Can the informant check messages and send new messages once the report is closed?
Yes, the informant can still communicate with you, and you with them, even if the report has been closed. The communication is only blocked once the report is archived, and a retention policy has been applied. Once the case is archived, the informant can see a message explaining that they can no longer communicate following the archiving. They can still view their report and messages, and download the report in PDF.
Once the report is deleted (following the expiration of the retention period), it disappears from the inbox entirely.
Can I delete a message I sent by error to the informant?
Yes you can retract a message you sent to an informant. The message can be retracted even if the informant has already seen it. To retract a message, you must click on the arrow next to the message:
When you retract a message, the system will request a reason for retracting the message, for traceability purposes:
It will then appear crossed out for the owner and all the members:
But the informant will only see the information that the message was removed by the sender:
What information about the report is provided to the informant?
Inbox notifications
Once they send their report, the informant receives notifications in their safe inbox every time a case manager gets in touch with them, and can get notifications by email (if an email address has been provided) or through the Whispli mobile app. Those notifications can either be messages or updates on their reports.
Messages
Informants receive notifications for all the messages sent either through an automation or manually by case managers in their safe inbox (or guest access if they chose not to create an inbox).
Closed status update
When the report status changes to an end type status (usually the 'Closed' status), the informant receives a notification in their Whispli safe inbox informing them that the report has been closed. They do NOT receive notifications for other status changes, only end type ones.
Archived status update
Changing the report to an end type status unblocks the Archiving feature. As soon as the report is archived, the informant gets an notification in their safe inbox indicating that their report has been archived.
From there, they can view their report and download it in PDF format. They can no longer send messages or files.
Creating a new report version (optional)
Whispli gives case managers the ability to create a version (a copy) of a report, usually for some specific internal purpose. For instance, case managers may need to share the report internally in connection with an investigation, possibly with edited information (to protect anonymity, for example).
When a version is created, a second chat is open to provide a separate area to communicate with the informant.
In this example, the informant is notified of:
- the creation of a new version of their report
- the reason why the version has been added
- with which person or group of people they can communicate.
Still in their safe inbox, they can access the new chat area related to the new version and communicate with the compliance team as shown in the example below.
Redaction of the report
If a case manager schedules a redaction of the report, the informant receives a notification about their report redaction and when it will be permanently deleted from the Whispli system.
