PII Data Masking

At Expertflow, we utilize advanced data masking techniques to ensure that your customer’s personal and confidential details remain secure during every interaction with Expertflow CX. Data masking allows us to conceal Personal information, while still enabling your agents to assist the customers effectively.

In this article, we’ll explain how data masking works and why it’s a vital part of our dedication to your privacy and security.

PII Data Masking - Logs

To safeguard Personally Identifiable Information (PII), including email addresses, telephone numbers, and full names during the debugging process, we have instituted data masking procedures in all application logs. For further information, please refer to the section on PII Data Masking in Logs.

PII Data Masking - Customer Schema (AgentDesk)

Obscure personally identifiable information (PII), such as email, phone numbers, or full names, on the Agent Desk App. This ensures that only authorized agents can view the unmasked data, reducing the risk of unauthorized exposure.

A supervisor can enable PII for any customer schema attribute, so the data held within it would be masked. All Agents will see data in masked form while using the CX agent interface (i.e. AgentDesk). For more details see PII Data Masking of Customer Attributes in Agent Desk.