OpenText Legal Hold - Braze Integration and Automation

Common Integration Use Cases Between OpenText Legal Hold and Braze

• 1. Suspend customer messaging for litigation-impacted users
  When a customer, prospect, or account contact is placed on legal hold in OpenText Legal Hold, the hold status can be sent to Braze to suppress all outbound campaigns, triggered messages, and journey enrollment for that individual. This prevents marketing communications from interfering with preservation obligations and reduces legal risk. Data flow: OpenText Legal Hold to Braze.
• 2. Sync custodian status to marketing suppression lists
  Legal and compliance teams can maintain custodian records in OpenText Legal Hold, while Braze receives updates to automatically add those custodians to a compliance suppression segment. This is especially useful when employees or external contacts are involved in investigations and should not receive customer engagement messages during the hold period. Data flow: OpenText Legal Hold to Braze.
• 3. Re-enable engagement after hold release
  When a legal hold is lifted in OpenText Legal Hold, Braze can be updated to restore the contact?s eligibility for campaigns, provided no other suppression rules apply. This helps marketing teams quickly resume normal engagement without manual list cleanup or delays. Data flow: OpenText Legal Hold to Braze.
• 4. Preserve marketing interaction records for eDiscovery
  Braze can send campaign history, message content, delivery status, and engagement events to OpenText Legal Hold when a matter is opened. This ensures relevant customer communications are preserved for legal review and eDiscovery, including emails, push notifications, SMS, and in-app messages tied to the custodian or matter. Data flow: Braze to OpenText Legal Hold.
• 5. Capture campaign audience snapshots at hold initiation
  At the moment a legal hold is issued, OpenText Legal Hold can request a snapshot of Braze audience membership, segment criteria, and campaign enrollment status for affected custodians. This creates a defensible record of who was targeted, when, and through which campaigns, supporting legal investigation and audit requirements. Data flow: Bi-directional.
• 6. Preserve consent and preference changes tied to legal matters
  If a legal matter involves disputes over customer consent, opt-in, or communication preferences, Braze can provide historical preference updates and subscription changes to OpenText Legal Hold. Legal teams can then preserve the exact state of customer communication permissions at the time of the event. Data flow: Braze to OpenText Legal Hold.
• 7. Automate compliance workflows between legal and marketing teams
  When OpenText Legal Hold creates or updates a matter, Braze can trigger workflow actions such as pausing specific segments, excluding named contacts from lifecycle programs, or flagging records for review by marketing operations. This reduces manual coordination between legal, compliance, and campaign teams and helps ensure consistent enforcement across channels. Data flow: Bi-directional.
• 8. Maintain audit-ready records of suppression actions and message exceptions
  Braze can send logs of suppression events, message exceptions, and delivery attempts to OpenText Legal Hold so legal teams have a complete audit trail showing how communications were handled during a hold. This is valuable for demonstrating compliance, responding to discovery requests, and validating that no prohibited outreach occurred. Data flow: Braze to OpenText Legal Hold.