Data obfuscation, also known as data masking, is a security feature that allows you to replace potentially sensitive data with generic characters to ensure that sensitive information is safe. You can set data (for example, credit card numbers, social security or personal ID numbers, telephone numbers) to be replaced by generic characters either in real-time or once the chat has ended.
This feature is part of the Chat Window setup, meaning that you cannot use data obfuscation in channels other than chat. A chat window controls the look and feel and advanced behavior of the interface that is opened when a customer clicks an associated button or link.
Option | Description |
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What to Conceal |
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When to Conceal |
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We recommend enabling data obfuscation. The exact settings to configure depend on the organization; however, our recommendation is to encrypt all numeric strings, but "only upon close". This will allow agents and customers to see all numbers in the chat but will encrypt after the conversation. That being said, certain organizations may not accept credit card numbers over chat so it may make sense to encrypt credit card numbers "immediately, from everyone".
Customers who request a transcript and see encrypted numeric strings will have more confidence that their data is safe with you and your organization, leading to higher customer satisfaction. Stronger security and compliance with PCI and other standards.