PII redaction
The data storage levels, the PII categories you can redact from stored transcripts, and how each category is matched.
Data storage on the agent's Privacy page decides how much of each call is kept after the PII redactor runs.
| Level | What is kept |
|---|---|
| Everything | Transcripts stored verbatim, no redaction |
| Everything except PII | Selected PII categories redacted before storage |
| Basic attributes only | Transcript dropped entirely, only metadata kept |
The default is Everything. Even on "Everything", credit-card numbers and CVV/CVC codes are always stripped: that masking is a payment-card compliance baseline, not a setting you can turn off.
Categories
When you choose Everything except PII, a category list appears. Tick the categories to redact from stored transcripts.
| Category | What it matches |
|---|---|
| Person name | Caller and other personal names |
| Address | Street addresses |
| Email addresses | |
| Phone number | Australian and international numbers |
| SSN / TFN | US Social Security and Australian Tax File Numbers (checksum-validated) |
| Credit card | Card numbers (Luhn-checked) |
| Medicare | Australian Medicare numbers (checksum-validated) |
| Date of birth | Dates, masked broadly when this category is on |
How matching works
Most categories are matched by pattern as the transcript is written, with format checksums where one exists (cards, TFN, Medicare) so ordinary order numbers are not masked by accident. A date in free speech cannot be told apart from a birth date without context, so turning Date of birth on masks dates conservatively.
Names and addresses are swept after the call
Person name and Address cannot be caught reliably by pattern. They are handled by a post-call pass that reads the whole conversation once the call ends, so there is a short window between storage and that sweep.
Card and CVV masking, by contrast, always happens on write.