How do I redact sensitive personal data in tickets?
Required Feature Flags
The following feature flags and permissions are required to use this feature:
Feature Flag | Technical Name | Description |
Integrations |
| Required because Entities & Redaction depends on integrations running in full-fetch mode |
Required Permissions:
Manage Integrations (
admin.integration.settings) — to configure, test, activate, and deactivate entity and redaction rules
Configuring Entities & Redaction
Go to Conversations > Entities & Redaction.
The Entities & Redaction feature is designed to give you control over what types of sensitive and personal data you store and view inside evaluagent.
An Entity is a specific type of sensitive, private or confidential information. Examples include customer name, address, postcode, and account reference. Whenever you configure an integration to full-fetch mode, you'll be able to use this feature to automatically identify specific entities and to redact entities that you don't wish to store or view within evaluagent.
Each time an imported contact reaches the platform, your pre-configured entity and redaction rules are applied to identify and remove specific sensitive information.
Rules can be configured, tested, activated, and deactivated by any user with the Manage Integrations permission.
The platform comes seeded with a number of common entities.
The platform also includes a wide range of pre-defined geographically appropriate entities that you may also wish to identify and redact.
To test how the platform finds and processes an entity, tick the test box alongside the entity or entities you wish to test, add some relevant text that includes examples of the entities into the testing panel, and click Run test.
Once you're comfortable that the entity rule works, click to activate the entities you wish to find and, if you'd like the platform to redact an entity, switch redaction on.
Your rules are applied to all contacts imported after that point.
Please note:
Once text has been redacted, it cannot be reinstated — as the rules imply, redaction is used to scrub or delete selected data from our records.
Redaction can only be applied to future imported contacts, not to contacts already imported.
As soon as redaction is switched off for a specific entity, that entity on all future imported contacts will no longer be redacted, but for the reason highlighted above, previously redacted examples of that entity cannot be reinstated.
When entity and redaction rules have been applied to a conversation, the redacted text appears in place of the matched value.
Build Your Own Customised Entities
You can build your own customised entity by clicking the + Create a customised entity button to reveal the slide-in panel.
Entity types that can be added include the following:
Type | Example application |
A single string prefixed with | Matching product or customer numbers that all begin with a specific code, e.g. |
A single string suffixed with | Finding any reference to a particular word stem. For example, "complain" would also return "complaint", "complaints" or "complaining" |
A single string containing | Finding a string pattern at any point in a word. For example, searching for "author" in an insurance claims call would also return "unauthorised", "preauthorised", "authorisation", and so on |
A single string that exactly matches | Matching a word or phrase reference. For example, looking for specific organisations such as "Financial Ombudsman Service" or terms such as "money back guarantee" being mentioned |
Multiple strings matching | Matching one of many words such as a customer mentioning competitor names or specific products |
A RegEx pattern that matches | Complex searches for custom strings that cannot be matched using the simple options above. We recommend using specialist resources online such as regexlib.com or regex101.com to learn more about building successful RegEx patterns |