All forms can now receive subject rights requests sent by email.
At the bottom of the Details tab on the Forms page is a generated inbox you can redirect or forward emails to that will kick off a response to the original subject rights requestor that includes a link to a hosted version of the form and instructions on how to fill it out.
Requests received in this way can then be processed using the same request workflow as those submitted through forms embedded on your website.
The best way to send emails to the generated inbox is by email redirection.
When an email is redirected to another inbox the original sender of the email does not change. An email sent to one of your corporate email addresses and redirected to a generated inbox on a form would appear to have come from the original sender.
This makes determining the subject rights requestor easy — it is the person the email is from.
No additional setup is needed to begin redirecting emails to a generated inbox on a form. As soon as a form is published anyone can begin redirecting emails to that form's generated inbox.
Emails can be redirected individually or rules can be set up to redirect messages in bulk. Larger organizations will likely want to ask their Email Administrator to set up email routing rules through an admin account while smaller teams may want to manage their routing rules directly. Keep in mind that some email providers require admin privileges to manage any email routing other than forwarding. See below for instructions on how to redirect emails through admin or user settings for some common email providers:
Another way of sending emails to the generated inbox is by email forwarding.
When an email is forwarded to another inbox the original sender of the email does change. An email sent to one of your corporate email addresses and forwarded to a generated inbox on a form would appear to have come from your corporate email address.
This makes determining the original subject rights requestor more difficult — it is not the person the email is from but instead one of the emails listed in the body of the forwarded email.
To ensure that Osano can identify the original subject rights requestor on forwarded emails, care must be taken to ensure that the body of these emails does not include extra email addresses in addition to the email address of the original subject rights requester.
To allow an email to forward to the generated inbox simply add it to the Allowlist below the generated inbox on the form:
A list of escalation emails should also be added to allow for manual follow ups when Osano is unable to determine the original subject rights requestor from a forwarded email:
Up to ten email addresses can be added to the Allowlist and another ten to the Escalation list. To prevent parsing errors from being automatically forwarded, the Allowlist and Escalation list must not contain any of the same email addresses.
Emails can be forwarded individually or rules can be set up to forward messages in bulk. See below for instructions on how to forward emails for some common email providers:
Parsing errors occur when Osano is unable to determine the original subject rights requestor from a forwarded email. These occur when there are multiple non-whitelisted emails in the body of the email. To resolve these simply remove all non-whitelisted emails from the body of the email except for those belonging to the original subject rights requestor, then re-forward the email to the generated inbox.