Protected Information

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Salted CX reduces the exposure of protected information to users but does not eliminate it. The accuracy of detection depends on many factors. Salted CX may also redact information that is does not need to be protected. You can still view this redacted information if needed.

We automatically detect potentially personally identifiable and other sensitive information in conversation content. By design we do not show such data in reporting and other areas of our application.

We show placeholders instead of potentially protected information in the conversation content. You can still understand the conversation even with the redacted information. You have to explicitly ask for access to the protected information. We log access to individual pieces of information.

Detected Information

The following table lists all pieces of information that we detect. If the information is protected we replace it by a placeholder in the customer journey. If the information can be used as a contact in the customer journey you can use it to connect conversations across channels together.

	Protected	Contact In Customer Journey	Description
Name	Yes	No	Name that can potentially disclose a surname.
Organization	No	No	The name of an organization or an entity.
Phone Number	Yes	Yes	Phone number.
Address	Yes	No	Physical address.
Passport Number	Yes	No	US passport number.
Email	Yes	Yes	Email addresses.
Credit Card Number	Yes	No	Credit card numbers of part of them.
Social Security Number	Yes	No	US social security number.
Bank Account Number	Yes	No	Back account number or part of the bank account number.
Driving License Number	Yes	No	US driving license number.
Identity Card Number	Yes	No	US identity card number.
IP Address	Yes	No	The IP address that is used to identify devices on the Internet.
Order Number	No	No	Order Number.
Other	No	No	Any entity that is not categorized above.

Reveal Protected Information

You can reveal any protected information if you have permission to view person information you can click on the redacted piece of conversation to reveal it. You need to provide a reason why you need to view the protected information.

The following reveal options are available:

• Reach the customer — you need the information to contact the customer.
• Verification or process review — you need to see the information in order to check that the transaction was correctly handled.
• Unreasonable redaction — you suspect that the redacted information is should not be redacted.
• Other — None of the available options apply.

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All access to personal information is logged including time, user, piece of information that the user accessed and the reason provided by the user to access the protected information.