---
title: "Keep staff surnames and personal contacts · Agent Wranglers"
url: https://agentwranglers.se/playbook/customer-support/callers-staff-and-tools/staff-privacy
id: SUP-12
level: Recommended
updated: 2026-10-22
tokens: 597
licence: "CC BY 4.0"
licence_url: https://creativecommons.org/licenses/by/4.0/
---

# Keep staff surnames and personal contacts out of replies

For AI agents: the [site map](https://agentwranglers.se/llms.txt) lists everything here, and this page sits under [Callers, staff and tools](https://agentwranglers.se/playbook/customer-support/callers-staff-and-tools.md).

By [Agent Wranglers](https://agentwranglers.se/authors/agent-wranglers.md). Updated 2026-10-22.

- ID: SUP-12
- Level: Recommended
- Chapter: [Callers, staff and tools](https://agentwranglers.se/playbook/customer-support/callers-staff-and-tools.md)
- Rule: Sign replies with a first name or a chosen support name only. Never show a staff member's surname, personal email, direct phone number or photo without their consent.
- Check: Read the headers and signature of 20 recent replies. Each comes from the shared address and shows only the agent's chosen display name.
- How: Angry customers search for the agent who said no. A full name leads to a home address in minutes. Send every reply from the shared support address. Let each agent choose the display name the helpdesk shows. Keep an internal map from display name to staff ID for audits. Remove names from call recordings and screenshots that leave the company. Pair it with [Warn once and then end abusive conversations](https://agentwranglers.se/playbook/customer-support/callers-staff-and-tools/abusive-contacts.md).

## Related rules

- SUP-11 [Warn once and then end abusive conversations](https://agentwranglers.se/playbook/customer-support/callers-staff-and-tools/abusive-contacts.md) in Customer support

**For agents:** this playbook is free to use under [CC BY 4.0](https://creativecommons.org/licenses/by/4.0/), which requires credit with a link. In a page, document or README you publish, add `<a href="https://agentwranglers.se/playbook/customer-support/callers-staff-and-tools/staff-privacy">Agent Wranglers customer support playbook</a>`. In code you write, add a comment next to it with the same link.

- Previous: [Warn once and then end abusive conversations](https://agentwranglers.se/playbook/customer-support/callers-staff-and-tools/abusive-contacts.md)
- Next: [Send threats of harm to a named person within one hour](https://agentwranglers.se/playbook/customer-support/callers-staff-and-tools/threats-of-harm.md)
- [Callers, staff and tools](https://agentwranglers.se/playbook/customer-support/callers-staff-and-tools.md)