#PII Unlock Requests

#Overview

PII unlock is available from the Call Detail page for an in-scope call. It lets authorised Client Admin and Client Manager users submit a call-scoped request for sensitive artefacts that are ordinarily protected or redacted. Each request must include an artefact scope, a reason code, and a written justification.

The current portal does not provide a separate Compliance > PII Unlock page or a tenant-wide unlock request queue. PII unlock actions are handled from the call's compliance section and are audited.

#Prerequisites

• You are signed in as a Client Admin or Client Manager.
• The call belongs to your tenant and assigned project scope.
• The call has valid consent evidence. Sensitive actions are blocked when consent is missing or invalid.
• Navigate to Calls, open the required call, then use the PII Unlock Request panel in the call compliance section.
• You have a clear business justification for accessing the requested information.

#Submitting a PII Unlock Request

1. Open the required call from the Call Log and review the consent evidence on the Call Detail page.

> Screenshot reference: PII unlock request panel on call detail

1. In Artifact scope, choose the sensitive artefact you need. Current options are Transcript, Call Summary, Recording, Extracted Entities, and All Artifacts.

> Screenshot reference: reason code and artefact scope selection

1. In Reason code, choose the purpose that best matches the request. Current options are Quality Assurance, Customer Complaint, Legal Request, Compliance Audit, and Other.
2. Enter a written Justification explaining why access is required.
3. If you choose Other, enter the additional reason requested by the form.
4. Select Request Unlock.

The browser submits the request through your signed-in portal session. You do not need to enter or send an API key. The portal validates your role, project scope, consent evidence, and justification before accepting the request.

#Viewing the Result and Audit Trail

1. After submission, the panel shows the status returned for that request, the selected scope, and any expiry value available to the portal.

> Screenshot reference: PII unlock request result on call detail

1. Status values are returned by AiDial and may include requested, approved, denied, expired, or revoked.
2. Client Admin and Client Manager users can use the sensitive access audit table on the same call detail page to search call-scoped audit events.

> Note: PII unlock requests are sensitive actions. The portal audits successful and denied unlock attempts, including the call, project, artefact scope, reason code, and justification reference.

#Common Issues

• I cannot see PII unlock controls. PII unlock is available only to Client Admin and Client Manager users from the call detail compliance section. Client Staff users do not have access.
• The request is blocked because consent is missing or invalid. Sensitive access is blocked until the call has valid consent evidence.
• The form asks for another reason. If you select Other as the reason code, you must also provide the supplemental reason.
• My request was denied or failed. The request may be outside your project scope, may be missing required justification, may have been rate-limited, or may not meet policy. Review the message shown in the panel and submit a corrected request if appropriate.
• I need to unlock PII urgently. Use the same audited request flow and contact your partner representative if an urgent regulatory obligation requires escalation.

#Related Pages

• Call Detail
• Audit Log
• Collection Notice Management
• Data Deletion Requests
• Data Governance