One problem we see across some of our clients is their customer service agents getting tangled with customers and fraudsters in networks. This is a problem as it can lead to customers getting blocked from making transactions simply because they’ve interacted with customer service.
The best way to avoid this problem is for customer service agents to never sign into a customer account, or use a customer credit card, or phone number or email address with their own accounts. If a customer service agent really must sign into a customer account you should make sure that they clear their device IDs (e.g. clear cookies if using a browser) before and afterwards, so that the device looks like a new device and the customer service agent will not be connected to the customer in the network.
Please also tag internal accounts as “Staff” within the Ravelin dashboard so we can more easily help out if things do get tangled up.