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Sensitive data detection finds sensitive information that comes up in a conversation, such as a card number read out during a payment or a date of birth given to confirm identity. On voice call agents, you choose what counts as sensitive, and what Callers does when it finds it. When detection is on, Callers restricts the transcript and recording of any conversation that contains sensitive data. Members see Content Restricted instead of the conversation. Admins can click Reveal Content to view it.

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Turn it on

1

Open the agent settings

Open the agent, click Edit, and open General Settings → Technical Settings.
2

Enable detection

In the Sensitive Data section, turn on Sensitive data detection.
3

Choose what counts as sensitive

Under What counts as sensitive, select one or more categories. See Categories.
4

Choose what happens

Under When sensitive data is detected, turn on any of the actions below. Then save the agent, and Publish it if your account uses versions.
Sensitive Data section with category toggles, a custom description, and the mask and delete actions

Sensitive Data settings with categories and actions

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Categories

Select every category that applies to the conversations this agent has.
Categories apply to voice call agents. Chat and email agents always detect payment data and credentials only: card numbers, CVVs, PINs, passwords, and access codes.
For Custom, describe the information in one free-text box (up to 1,000 characters), plainly and with an example of what it looks like. Keep each description to one kind of information so it’s clear what was flagged.
Select only the categories you need. For a payment agent, Payment and credentials is usually enough. For an agent that confirms identity or talks about appointments, add Personal identifiers or Health information.

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Actions

These actions apply to anything flagged by the categories you selected.
Masking and deletion are permanent and can’t be undone. To keep no transcript or recording that contains sensitive data, turn on both delete options.

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Contact memory

On a voice call agent, personal identifiers and health information are also kept out of contact memories when detection is on, Personal identifiers or Health information is selected, and Mask sensitive messages or a delete option is on. The agent then doesn’t carry those values into later conversations.

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Account-wide restriction

Callers can also turn on a Sensitive content restriction for a whole account, so every agent hides conversations with sensitive data. With this restriction, conversations that haven’t been analyzed yet are also hidden until analysis is done. Agencies can set this per subaccount in the subaccount’s Permissions. See Managing subaccounts. To turn it on for your main account, email .

Data access and retention

Who can see conversations, and how long they’re kept.

Dial-only phone numbers

Call contacts without storing their phone numbers.

Call recording

Turn recording on or off for an agent.

Keypad input

Collect numbers by keypad instead of speech.