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Customers sometimes type or read out a card number, a bank account or an ID number, even when nobody asked. With Hide personal data on, Wiredesk removes those numbers from each message before it is stored. Your team never sees them in Conversations, exports don’t contain them, and the agent can’t read them back later in the conversation. Turn it on in Settings → Security → Hide personal data. The owner and admins can change it. It applies to every agent and every channel in the workspace.

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What it removes

It only removes numbers that really are one of these. Card numbers, IBANs, SINs and Aadhaar numbers must pass their check digit. Social Security and National Insurance numbers must have their exact written format, for example 123-45-6789. So order numbers, phone numbers, tracking numbers, dates and prices are left alone.

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What it covers

  • What customers write in website chat, email, WhatsApp and Zendesk Messaging, or send through the API, and what callers say on the phone, as transcribed.
  • What the agent replies, in case it repeats a number back.
  • Replies your team writes from Conversations, and in Zendesk for a Zendesk Messaging conversation.
  • An email’s subject, which is the conversation’s title until it is summarised.
  • What the agent saves while it works: notes, messages it takes for your team, leads, the details you set it to collect, and the record of each action it runs.
  • Test calls in the browser.
The agent still answers the message a number was in. It sees that message as written, but every later turn reads the stored copy without the number. WhatsApp is the exception: the agent answers the stored copy, so it never sees the number at all. Replies are sent as written on every channel, and the stored copy is redacted.

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What it doesn’t cover

  • Names, email addresses, phone numbers and postal addresses. Your team needs these to reply.
  • A Social Security number written without dashes. Nine digits in a row look exactly like an order number.
  • Messages stored before you turned it on. Nothing already stored is rewritten. Use retention to delete older conversations.
  • What actions send to other systems, such as a booking, an API call or a helpdesk ticket. If an action asks for a card number, it receives one.
  • On a phone call, the voice model hears the whole call as it happens. Only the stored transcript is redacted.
  • Call recordings. A recording is the call’s audio as it was, so a card number read out loud is in it. If you hide personal data because of card numbers, consider leaving recording off.
Turning it on or off is recorded in the activity log.