Credit card numbers and dates of birth that customers type in chat are now masked before the conversation is stored permanently.
What this does
When a customer's chat message contains a credit card number or a date of birth, that value is masked before the conversation is saved to permanent storage; for example, 1111 2222 3333 4444 becomes XXXX XXXX XXXX 4444. This applies to live chat conversations; the customer's message itself is unaffected in the moment, only what gets archived afterward.
What is covered
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Credit card numbers and dates of birth written by the customer, in chat text.
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Customer text that gets copied into a bot suggestion record is also masked.
What is not covered
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Messages from agents or bots — if an agent repeats a detail back (e.g. confirming a card number), that text is not masked
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Other personal information — phone numbers, email addresses, national IDs, addresses, and names are not masked by this feature
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Non-text content — attachments, uploaded files, forms, and voice recordings are not scanned or masked
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Conversations stored before this release (CX5.10.0)— existing history is not reprocessed.
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Live chat as it happens — masking runs when the conversation is archived, not in real time
If the masking service is temporarily unavailable
The conversation is still saved rather than lost; masking is skipped for that conversation, and the event is logged for review. Conversation history is never blocked from being saved because of this.