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  5. Redact sensitive information in Customer conversations and transcripts
  1. Home
  2. Knowledge Base
  3. Relay
  4. Organizations
  5. Redact sensitive information in Customer conversations and transcripts

How can I redact sensitive information in Public Chats and their transcripts? 

  1. On the left navigation bar, select Organizations → Profiles.
  2. Open your Profile and go to Additional Settings on the left navigation bar of the Orgs modal.
  3. Scroll down to Text Redaction

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  1. Set Message Text Redaction Patterns that represent private information, such as SSN (###-##-####, #########) or phone number (###-###-####, ##########). Use “#” to represent a single digit.
  2. Choose one of three main ways to redact Message Text Redaction Patterns in Relay. All redactions will also appear in the PDF transcript of the Chat, saved to the corresponding Issue:
    1. Manual (buttons): user can press a button to censor sensitive information. The button will appear as soon as the user types information in the form of an Org-specified Pattern.

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    1. Automatic (auto): the sensitive information is automatically censored. The change will take place when the agent leaves the Chat (even temporarily).
    2. Real-Time Automatic: the sensitive information is automatically censored immediately after a message is received.

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User Tips

  • Relay treats patterns of the form ###-###-#### and ########## differently, so make sure to include both in your Message Text Redaction Patterns.
  • For 16-digit patterns without dashes (e.g. credit card number ################), set the redaction method to manual (buttons). That way, your 16-digit merchant IDs will not be automatically redacted along with credit card numbers.

 

 

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