[onion2k]

Also let me reiterate this is an isolated event. We handle over 10,000 chat sessions every day without a glitch.

What do you use to tell whether a chat session is a genuine user or someone successfully using a social engineering attack against your chat operatives? If the answer is "nothing" then you can't know if this is an isolated event or how many of your chat sessions go without a glitch.

[tamar]

There are identification methods requested via chat. Matt invited you to try it. Go for it.

[vehementi]

Parent's point was, how do you tell whether or not your rep was socially engineered? Only some mistakes get complained about. If you don't have such a method then your "10000 sessions a day without a problem" number is fantasy.

[fefifofu]

We don't need to try. A hacker already did and was successful.