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  Article updated: September 26, 2023

Protect customer information in Inbox 2.0

Audience: Inbox 2.0 admins

Personally identifiable information (PII) refers to details that could be used to identify or infer the identity of an individual, such as credit card information and Social Security numbers. Sometimes people send sensitive information without realizing the risk. You can mask this data to protect it in Inbox 2.0

Turn on masking options

Help protect customer information by turning on masking features in Inbox 2.0.

  1. In Inbox 2.0, select Admin settings.
  2. Expand Privacy and security, and then select PII handling.
  3. Select one or more of the following masking options:
    • Allow manual message masking
    • Credit card number
    • Social Security number

Mask content manually

Conceal the full text of inbound messages that contain sensitive information, both in conversation history and in back-end storage systems. This works on all channels, both public and private.

Admins can mask messages in the agent workspace by selecting the Mask option next to the message when replying.

The Mask icon appearing under a mouse pointer.

Important: You cannot undo manual message masks.

This will replace all message content with asterisks (*), one for each character in the message. The message audit trail will say, “Message content masked by [Admin Name] - [timestamp]."

Automatically mask message content

Automatic masking will detect and replace matching content, both in conversation history and in back-end storage systems, before it gets routed to agents. This works on all channels, both public and private.

In messages, Inbox 2.0 replaces the following with X:

  • The first 12 digits of credit card numbers (XXXXXXXXXXXX1234).
  • The first 5 digits of US Social Security numbers (XXXXX1234).

Dashes and single spaces within numbers do not affect detection or masking.

How automatic masking works

Inbox uses the Luhn algorithm to determine whether a number is a credit card number or another series of numbers. For Social Security numbers, Inbox 2.0 scans messages for numbers in a specific format: 3 digits, an optional space or dash, 2 digits, an optional space or dash, and 4 digits.


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