Sensitive information
Protect personal data by having the agent mask or block sensitive information.
Sensitive information
The Sensitive information tab configures how personal data (PII — personally identifiable information) is handled in the agent's answers. For each kind of data, you decide whether it is masked (replaced with a marker) or blocked (the whole answer is rejected).
Adding a sensitive information rule
Click Add sensitive information. A new block appears with two fields:
Type
Which piece of personal data to handle:
| Type | Example |
|---|---|
| Name | João Silva |
| joao@company.com | |
| Phone number | (11) 99999-9999 |
| Address | Rua das Flores, 123 |
| Credit card | 4111 1111 1111 1111 |
| Driving licence | 12345678900 |
| Passport | BR123456 |
| IP address | 192.168.0.1 |
| URL | https://example.com |
| Username | joao.silva |
| Password | ••••••••• |
Action
What happens when that data is found in the agent's answer:
| Action | What it does |
|---|---|
| Mask | Replaces the data with a marker such as [REDACTED:EMAIL] — the answer is delivered with the data hidden |
| Block | Rejects the whole answer when the data is found |
Removing a rule
Click Remove in the rule's block.
tip
Use Mask when you still want the answer delivered, just without exposing the data. Use Block when the data's presence means the whole answer is unsuitable.