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"In the three years I've been there, it's always been horrible," one moderator told ProPublica. When messages arrive in a language moderators are not conversant in, they must rely on Facebook's automatic language-translation tools. Accenture, the company that Facebook contracts with for moderation and review, hires workers who speak a variety of languages-but not all languages. (According to ProPublica, Facebook uses the limited set of actions as justification for saying that reviewers do not "moderate content" on the platform.)Īlthough WhatsApp's moderators-pardon us, reviewers-have fewer options than their counterparts at Facebook or Instagram do, they face similar challenges and have similar hindrances. The reviewers have only three options for a ticket-ignore it, place the user account on "watch," or ban the user account entirely. Human WhatsApp reviewers process both types of queue-reactive and proactive-for reported and/or suspected policy violations. AI algorithms also feed the ticket into "proactive" queues that process unencrypted metadata-including names and profile images of the user's groups, phone number, device fingerprinting, related Facebook and Instagram accounts, and more. Once a review ticket arrives in WhatsApp's system, it is fed automatically into a "reactive" queue for human contract workers to assess. Ultimately, privacy-focused users must rely on policies and platform trust as heavily as they do on technological bullet points. AdvertisementĪn "end-to-end" encrypted messaging platform could choose to, for example, perform automated AI-based content scanning of all messages on a device, then forward automatically flagged messages to the platform's cloud for further action. The security of "end-to-end" encryption depends on the endpoints themselves-and in the case of a mobile messaging application, that includes the application and its users.
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When a message recipient flags a WhatsApp message for review, that message is batched with the four most recent prior messages in that thread and then sent on to WhatsApp's review system as attachments to a ticket.Īlthough nothing indicates that Facebook currently collects user messages without manual intervention by the recipient, it's worth pointing out that there is no technical reason it could not do so. Messages are typically flagged-and reviewed-for the same reasons they would be on Facebook itself, including claims of fraud, spam, child porn, and other illegal activities.
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Once flagged, the message is copied on the recipient's device and sent as a separate message to Facebook for review. The loophole in WhatsApp's end-to-end encryption is simple: The recipient of any WhatsApp message can flag it.