Can I manually redact information in a messaging ticket?

Question

A customer sent sensitive information in a messaging ticket. Can I manually redact the information in a messaging ticket?

Answer

Yes, you can manually redact information from messaging tickets created after April 2022. Wait until the messaging conversation is inactive before you redact information. If the ticket was created before April 2022 and contains sensitive details, delete the ticket or create a new one to capture non-sensitive information.

Credit card information is automatically redacted in all messaging tickets. This applies to tickets created before April 2022 as well. This automatic redaction uses the Sunshine Conversations platform, which provides the infrastructure and APIs for messaging. Manage the internal redaction feature with the maskCreditCardNumbers app setting. For details, see the Sunshine Conversations API documentation.

If you have the Advanced Data Privacy and Protection add-on, you can set up redaction suggestions to detect and highlight personally identifiable information (PII) in tickets for redaction with triggers.

Note: Private attachments are available in messaging tickets for end users and ticket assignees. These attachments add a layer of security, and only authorized users can access them.