Request a Customer’s Permission Before Contacting a Third Party

Before you write

Use this example when resolving a case may require another organization’s help and the customer should understand the proposed information sharing. Gather the details below so the recipient can act without asking you to reconstruct the situation.

• Third party and purpose
• Minimum information proposed
• Authorized consent or approval process

An email you can adapt

The subject “Permission request for case [reference]” identifies the request. Replace each bracketed field with a checked detail and remove any sentence that does not describe your situation.

Subject: Permission request for case [reference]

Hi [name],
To investigate [issue], we propose contacting [third party] about [specific question]. This would involve sharing [minimum information] through [approved route]. Please review the request through [permission mechanism] and tell us if you have questions before deciding. We have not made the contact. If you do not want to proceed, we can explain any alternative support path and its practical limitations without assuming your agreement.
Best, [sender]

Check the boundary

Use the appropriate permission process and do not treat silence or a copied address as authorization.

What a useful reply should settle

The customer should understand the proposed recipient, purpose and information boundary before deciding.

Share only the approved information after the required permission is recorded by the responsible process.