Removing Emails with Credit Card Numbers or Sensitive Customer Information

Create a mailbox in the Web Administrator for handling incoming emails containing sensitive information. Enable permissions for Agents so they can move emails that contain credit card numbers or other customer personal information that should not be kept on file into this mailbox.
Provide the Agents permissions to "Delete from Database" on this mailbox only. If you prefer that a Supervisor review the emails before they are deleted, only provide the Delete From Database permission to the appropriate Supervisor(s).

When an Agent encounters an email that contains credit card numbers or customer personal information, the Agent should reply to the customer via an Agent Initiated Email. (Replying via Send and Leave open will result in the credit card number or other sensitive customer information being accessible via an email search.) After they've replied to the customer, have the agent transfer the email to the special mailbox from which a Supervisor can review and delete the email. This will ensure that the email is deleted from the Database and will not be accessible via the email search.

 Supervisors and Agents processing customer emails