Zivver secures or blocks a message that seems to contain only an ordinary word or number. Or a message with a sensitive-looking term is not protected at all. This page helps you find the cause. Work through the situations below and stop at the first one that matches.

Zivver decides this with your business rules. Smart Classification scores the full content and context of a message. It never judges a single word or number in isolation. Smart Detection recognizes clearly defined patterns, such as a social security number.

Overview

A routine word triggers a rule

Does a message get secured or blocked while it seems to contain only one ordinary word? Smart Classification does not react to that word alone. The context of the whole message is the driver.

Solution
Review the full message instead of the word you suspect. Look for other signals that make the message sensitive.

If a rule triggers too often for messages that are not sensitive, discuss your rules with your Customer Success Manager. For recommendations, see Best practices for business rules.

A disclaimer or signature triggers a rule

Zivver excludes disclaimers from Smart Classification by default. Zivver recognizes the disclaimer automatically. A disclaimer or signature may still trigger a rule if Zivver does not recognize that block correctly.

Solution
Check whether the disclaimer or signature is excluded. For the steps, see Exclude disclaimer from Smart Classification.

A BSN is not detected

Does a number that looks like a Dutch citizen service number (BSN) not trigger protection? Zivver only detects a BSN if both of these conditions are met:

1. The number has a numerically valid checksum.
2. The message contains supporting context.

Zivver requires both conditions by design, to limit false positives. A random 9-digit number is deliberately not enough.

Solution
Check whether the number passes the checksum and whether the message contains supporting context. If both are true and Zivver still does not detect the BSN, contact Zivver Support.

A rule blocks sending

Does a rule block the message so the sender cannot send it? Then the security level of the rule is probably Error. With this level, the sender sees a red notification and cannot send the message until the issue is resolved.

Solution
Change the security level of the rule:

1. Go to the Organization Settings under Business rules.
2. Find the rule that blocks the message.
3. Change the security level from Error to Warning.

With the level Warning, Zivver secures the message automatically if the setting Automatically use Zivver when a business rule recommends it is on. If that setting is off, the sender sees an orange message and chooses whether to enable Zivver.

The security level is a choice of your organization. It is not a limit of your subscription. For more information, see User experience.

Still not solved?

Does none of the situations above solve the problem? Contact Zivver Support and include the following information in your request:

• The business rule that triggered, or the rule you expected to trigger.
• The security level of that rule.
• If possible, an example message without sensitive data.