How do I mask personally identifiable information (PII) in Sprout?
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Brands are facing increasing challenges in managing sensitive information shared by social media users. They need solutions to comply with strict data privacy regulations, safeguard customer information from potential insider threats, and resolve customer care inquiries effectively. Balancing these priorities requires tools that are secure, robust, maintain trust, and streamline the handling of sensitive information. With Data Masking, you can identify and mask certain types of sensitive information within the Inbox and agent workspace.
Please note, this feature is only available for Guardian customers. If you’re interested in this add-on, please reach out to your Sprout representative.
Data Masking identifies and masks the following types of sensitive information from Facebook, Instagram, X, WhatsApp, and LinkedIn direct and private messages:
- Phone Number
- URL
- Social Security Number (SSN)
- Credit Card Number
To select which types to mask or unmask:
- Navigate to your Settings
- Click Data Masking under the Guardian section
- Toggle on or off the data you wish to mask or unmask
Changing these settings will update masked data in past and future messages, and any changes to settings will be logged in the customer audit trail, which can be seen by clicking Export edit logs.
Our system uses a combination of AI and pattern recognition to help identify and mask potentially sensitive information. While this approach is effective in many cases, it is not foolproof. There may be instances where certain information is missed or non-sensitive content is mistakenly flagged. We recommend reviewing any outputs carefully to ensure they meet your organization's needs.
