> ## Documentation Index
> Fetch the complete documentation index at: https://docs.callers.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Sensitive data

> Choose what counts as sensitive for each agent, then mask messages or delete transcripts and recordings that contain it.

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.

## 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](#categories).

**4. Choose what happens**

Under **When sensitive data is detected**, turn on any of the [actions](#actions) below. Then save the agent, and **Publish** it if your account uses [versions](https://docs.callers.ai/documentation/build-your-agent/versions-and-split-traffic.md).

![Sensitive Data section with category toggles, a custom description, and the mask and delete actions](https://mintcdn.com/voxiaai/KKsJIyzNaFu_0Nwj/images/documentation/security/sensitive-data-settings.png?fit=max\&auto=format\&n=KKsJIyzNaFu_0Nwj\&q=85\&s=675f2f299a5bfd44b7a86b9ba47c7329)

Sensitive Data settings with categories and actions

## Categories

Select every category that applies to the conversations this agent has.

> [!NOTE]
>
> 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.

| Category | What it covers | Default |
| - | - | - |
| **Payment and credentials** | Card numbers, CVVs, PINs, passwords, and access codes. | On |
| **Personal identifiers** | Names, phone numbers, email and postal addresses, dates of birth, and ID numbers such as social security, medical record, insurance, or account numbers. | Off |
| **Health information** | Diagnoses, conditions, symptoms, medications, treatments, test results, and appointment details. | Off |
| **Custom** | Anything else, described in your own words, for example "Internal case numbers that start with CN-". | Off |

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.

> [!TIP]
>
> 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**.

## Actions

These actions apply to anything flagged by the categories you selected.

| Action | What it does |
| - | - |
| **Mask sensitive messages** | Permanently replaces each transcript message that contains sensitive data with a mask. The rest of the transcript stays readable. |
| **Delete transcripts with sensitive data** | Permanently deletes the whole transcript of any conversation with sensitive data. Members see **Content Redacted**. When this is on, **Mask sensitive messages** is unavailable, because there's no transcript left to mask. |
| **Delete recordings with sensitive data** | Permanently deletes the whole call recording of any call with sensitive data. |

> [!WARNING]
>
> 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.

### Contact memory

On a voice call agent, personal identifiers and health information are also kept out of [contact memories](https://docs.callers.ai/documentation/contacts/contact-memory.md) 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.

## 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](https://docs.callers.ai/documentation/agencies/managing-subaccounts.md#permissions). To turn it on for your main account, email [contact@callers.ai](mailto:contact@callers.ai).

## Related

> [card] [Data access and retention](https://docs.callers.ai/documentation/security/data-access-and-retention.md)
>
> Who can see conversations, and how long they're kept.

> [card] [Dial-only phone numbers](https://docs.callers.ai/documentation/security/dial-only-phone-numbers.md)
>
> Call contacts without storing their phone numbers.

> [card] [Call recording](https://docs.callers.ai/documentation/voice/call-recording-and-limits.md)
>
> Turn recording on or off for an agent.

> [card] [Keypad input](https://docs.callers.ai/documentation/voice/keypad-input.md)
>
> Collect numbers by keypad instead of speech.


This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.