How can a company secure its SMS, WhatsApp, and RCS communications? Secure communication starts with being able to identify the sender, restricting access rights, and securing integrations. When message traffic is monitored and sender information, users, API keys, and content are under control, the risk of misuse and reputational damage is reduced. Patrik Norrgård, Chief Technology Officer at Arena Interactive, explains what companies should focus on when it comes to the security of SMS, WhatsApp, and RCS communications.
Secure customer communication is based on practical choices. The sender must be identified, access rights must be up to date, and API keys must be protected. The content of messages and any unusual activity also require monitoring. The principles are the same for SMS, WhatsApp, and RCS messaging, even though the features and consent practices of these channels differ from one another.
Companies are increasingly using automated services in their customer communications, alongside SMS, WhatsApp, and RCS channels. Therefore, information security must be considered from the perspective of the entire communication chain, not just as a feature of a single channel. It is essential to know who is authorized to send messages, how the sender is identified, and what data is processed across the various channels. The use of backup channels and the detection of anomalous activity must also be planned in advance. Risks arise from, among other things, unsecured forms, overly broad access rights, leaked API keys, and automated mass mailings. This can result in costs, service disruptions, and reputational damage.
Patrik Norrgård, CTO of Arena Interactive, points out that information security does not stem from a single technology or certificate.
“Information security consists of multiple layers, and technology is just one of them. It is equally important that processes, access rights, and oversight are in order. That way, messaging services can be used securely even in large-scale environments.”
An identifiable sender enhances the reliability of multichannel communication
Sender identification is implemented slightly differently across various channels. In SMS messaging, identifiability is ensured by securing and authorizing sender IDs. In RCS business messaging, a dedicated RCS Agent sender is created for the organization, and its implementation involves an approval process tailored to the specific use case. In WhatsApp business messaging, the sender is identified based on a number assigned to the business and a pre-approved business identity. This allows the recipient to see on behalf of which organization the message was sent.
WhatsApp and RCS content must be approved in a controlled manner
WhatsApp and RCS message templates, action buttons, and pre-written response options are part of the overall customer communication strategy, so any changes to them must also be handled in a controlled manner. Organizations should define who can create content, who approves it for publication, and how changes are documented. Before sending out large-scale messages, the message content, recipient group, and the destinations of links, buttons, and redirects must be checked. This reduces the risk of incorrect content, wrong destination addresses, and misleading calls to action.
Tailor the sending process to actual needs
Securing the transmission process begins with defining normal usage. The organization must identify where messages are sent from, to whom they can be sent, and what transmission volumes are typically involved in its operations. Web forms and integrations must be implemented in such a way that they cannot be used to initiate unlimited or automated transmissions. Country-specific restrictions, feed validation, transmission rate limits, and monitoring of abnormal volumes complement one another. Security should not rely on a single restriction.
“The most effective protection is prevention. An organization should only allow the countries, number types, and usage patterns that it actually needs. If phone numbers can be entered into the service without restrictions, an attacker may attempt to send large volumes of messages to international numbers. This can result in rapidly rising messaging costs or service overload.”
In SmartDialog, a company can set country and usage restrictions for messaging accounts based on its own communication needs. Automatic monitoring of unusual message volumes helps detect misuse and enables companies to respond to situations before they result in significant costs or disruptions to service.
Up-to-date access rights protect the use of the messaging service
Many security risks are related to user accounts and their management. The risk increases if a user is granted overly broad access rights, if an old username is left in the system, or if the password is weak. An attacker can exploit such vulnerabilities to gain access to the service or misuse it.
“Multi-factor authentication should be a basic requirement these days. But even that alone is not enough; access rights must also be reviewed regularly, and unnecessary accounts must be deleted without delay,” says Patrik Norrgård.
From an information security perspective, each user should have only the access rights required for their job. The organization must agree on who approves new rights and how often they are reviewed. Permissions must be updated as job responsibilities change and revoked when they are no longer needed. In SmartDialog, an organization can require its users to undergo multi-factor authentication. However, secure use requires that the customer be responsible for keeping their own user and access rights information up to date.
API keys must be protected throughout their entire lifecycle
Messaging services are often integrated with CRM systems, online stores, customer service solutions, and enterprise resource planning (ERP) systems. These integrations send messages through APIs, and an API key authenticates the system and defines its permitted functions. If the key falls into the wrong hands or has been granted unnecessarily broad permissions, it can be used to send messages on behalf of the organization.
“User IDs are generally well protected, but API keys can sometimes be overlooked. Yet they can still grant extensive permissions for sending messages,” Patrik Norrgård points out.
API keys must be managed throughout their entire lifecycle, from creation to deletion. Each key is named according to its intended use, and its permissions are limited to only the necessary functions. Keys are made available only to the individuals and systems that need them. Keys are stored securely, renewed as needed, and deactivated when they are no longer required. They should not be sent in unsecured messages or stored in source code. In the SmartDialog management section, a company can centrally and securely manage the API keys it uses in the service.
Encryption protects data transmission, but information security also requires other measures
Customer communications may involve the processing of personal data, message content, and information critical to business operations. Encryption protects data during transmission between systems, but secure data handling also requires restricted access rights and agreed-upon procedures. In SmartDialog, security solutions are selected based on the service’s intended use, the channel used, and the customer’s needs.
Arena Interactive secures SmartDialog’s message traffic using encrypted connections and other modern technical solutions. Security is assessed across the entire communication chain, as the communication channel, integration, end device, and the nature of the data being processed all influence the necessary measures.
“Encryption must be a given in messaging services. Customers must be able to trust that their data is protected throughout the entire messaging process,” says Patrik Norrgård.
A secure communication channel does not automatically make the content of a message secure. Before implementing WhatsApp or RCS messaging, an organization must define what information will be processed through the channel, the basis for sending messages to recipients, and how long the data related to the communication will be retained. Information requiring special protection may only be included in messages once the legal basis for processing the data and the security measures appropriate for the intended use have been defined.
Monitoring and responding are just as important as protection
Careful protection prevents incidents, but there is no such thing as perfect security. Therefore, an organization must monitor the use of messaging services, utilize log data to investigate incidents, and take the necessary actions quickly. In this way, monitoring and response complement preventive security measures and are a key part of information security.
Monitoring also covers situations where a message is not delivered via the primary channel. The organization must plan in advance how to deliver an important message when the primary channel is not available to the recipient. Depending on the use case and implementation, SMS can be designated as a fallback channel for RCS and WhatsApp messages (SMS fallback). The fallback channel is not merely a technical routing solution. When using it, the message content must be reevaluated for the SMS format to ensure it does not reveal more information than necessary. At the same time, the organization must track which channel the message was ultimately delivered through and respond to any deviations in accordance with agreed-upon procedures. In addition to security measures, the ability to quickly detect deviations and initiate the necessary actions is essential.
“An organization needs to know what’s happening with its services and when service usage deviates from the norm. This is particularly important for messaging services, where message volumes can increase rapidly. When a customer’s normal messaging patterns are known, abnormal situations can be identified and resolved more effectively,” says Patrik Norrgård, CTO of Arena Interactive.
Information security is a shared responsibility between the customer and the service provider
Technology provides effective tools for building information security, but true security comes from collaboration. When the service provider’s technical solutions are integrated with the customer’s existing processes, access control, and staff expertise, both information security risks and business disruptions can be minimized.
Information security is not a project that will ever be completed. It involves regularly assessing risks, reviewing access rights and security measures, monitoring anomalies, and developing best practices. When the service provider and the customer understand their respective responsibilities, agree on monitoring procedures, and review solutions in light of new use cases, customer communications remain secure even as the communication environment changes.
Patrik Norrgård, CTO, Arena Interactive