Support Center

Support Anonymity & Contact Sharing

When you contact a Malet's support team through uChat, Mallnline automatically protects your identity. The Malet Owner never sees your real name, email, or phone number unless you explicitly choose to share it.

How It Works

Every time you open a support conversation with a Malet, the platform assigns you a unique alias — something like "Customer-A7x3B". This alias is:

  • Consistent — You always appear as the same alias on the same Malet, so the owner can track your conversation history
  • Unique per Malet — You have a different alias on each Malet you contact, so owners cannot cross-reference your activity
  • Automatic — No setup required. Your privacy is protected from the first message

TIP

Your alias is assigned automatically the first time you open a support conversation with a Malet. You don't need to configure anything.

The Anonymity Banner

When you enter a Support conversation in uChat, you'll see a shield banner at the top of the chat:

🛡ī¸ "You're anonymous in this conversation"

This banner confirms that the Malet Owner sees your alias — not your real identity.

Sharing Your Contact Info

Sometimes you need the Malet Owner to have your real contact details — for example, to process a refund, arrange a callback, or correct a delivery address.

To share your info:

  1. Open the support conversation in uChat
  2. Click the "Share my contact info" button in the anonymity banner
  3. A confirmation dialog will appear explaining that this action cannot be undone
  4. Click OK to confirm

WARNING

Sharing your contact info is a one-way door. Once shared on a conversation, the Malet Owner can see your real email and phone number for that conversation permanently. You cannot revoke this.

After sharing, the button is replaced with a green "✓ Contact shared" badge, confirming the Malet Owner now has access to your real contact details for that specific conversation.

What the Malet Owner Sees

Without contact sharing After you share
Your alias (e.g., "Customer-A7x3B") Your alias plus your real email and phone
No email Your verified email address
No phone Your phone number (if on file)

IMPORTANT

Sharing is per-conversation. If you share your contact on one support thread, it does not affect other conversations with the same Malet. Each conversation is treated independently.

Viewing Your Aliases

You can see all the aliases assigned to you across Malets:

  1. Go to Settings → Privacy & Security
  2. Scroll to the Support Anonymity section
  3. Click Show to expand the alias table

The table shows:

  • Alias — Your pseudonym (e.g., "Customer-A7x3B")
  • Malet / Org — Which Malet the alias is scoped to
  • Created — When the alias was first assigned

NOTE

If you haven't contacted any Malet's support team yet, the alias section will show a message saying no aliases have been assigned.

Frequently Asked Questions

Can a Malet Owner figure out who I am without me sharing? No. The platform enforces the alias at the server level. Even the API does not return your real email or phone unless you have explicitly shared it on that specific conversation.

Do I get a different alias for every conversation? No — you get one alias per Malet. All your support conversations with the same Malet use the same alias, so the owner can track your history across threads without knowing who you are.

What if I accidentally share my contact info? Unfortunately, this action cannot be undone. The Malet Owner will retain access to your real contact details for that conversation. If this is a concern, you can contact Mallnline support for assistance.

Can I change my alias? No. Aliases are generated once and remain stable. This consistency helps Malet Owners provide better support by recognizing returning Visitors.

Does this affect Direct or Group conversations? No. The anonymity system only applies to Support type conversations. Direct messages and group chats show your normal display name.