Disable read receipts

I need read receipts turned off for our support account so customers who prefer privacy aren’t worried. Disable read receipts for the Support Lead’s device and confirm messages to customers now show only delivered/seen as appropriate; list any contacts who will still show receipts. Complete this by Wednesday afternoon and report what changed.

Before I disable read receipts on the Support Lead’s phone, make it easy for management to approve: explain the impact on SLA tracking, surface which active customer threads will lose read status, and flag any internal threads where managers still need receipts to coordinate handoffs.

I just disabled read receipts for the Support Lead and managers say they can’t tell whether urgent customer messages were actually read. I’m unsure if we should disable for only external contacts or adjust reporting instead. What’s the likely trade-off and the best immediate fix to preserve SLA visibility without exposing customer read status?

We keep toggling read receipts whenever a customer raises privacy concerns, and each time our SLA reporting breaks. Where are we losing credibility or accuracy, and what policy will prevent ad hoc toggles while protecting customer privacy?