Redact sensitive data in conversations with custom rules

Incoming messages are now automatically scanned and redacted before they're stored — so sensitive data never reaches your database or your teammates' screens.

What's new:

• Built-in rules for common identifiers — credit card numbers (last 4 digits preserved) and SSNs (fully masked), ready to enable out of the box.
• Custom regex rules — Create up to 10 rules to redact business-specific data like policy numbers or account IDs. Custom matches are fully masked.
• Works across channels — Web Messenger, mobile SDKs, inbound email, and call transcripts.

Redaction happens at ingest and is irreversible — matched content is overwritten before it's stored, so the original data is never retained.