Credit Card Redaction Overview
There are times while trying to place an order online or updating account information when customers might accidentally share their credit card numbers in a chat. To protect a customer's sensitive information, we’re happy to introduce credit card redaction in chat.
With redaction enabled, any credit card number that is entered into a chat will be automatically hidden for the customer and agent and it will also be redacted from your chat history.
Here’s an example of how redaction works:
After credit card redaction is enabled, only the first six and last four numbers of the credit card will be displayed, and the tag “chat_system_credit_card_redaction” will be added to the conversation. The credit card numbers will not only be masked in the chat, they will also completely be removed from the database.
Using redaction to secure customer data
Spiraledge is an internet retailer that is focused on healthy living and uses automatic credit card redaction to protect their customers' credit card information on Zendesk Chat and Support.
"As an online retailer using chat to provide customer support, we have to be able to secure our customers' credit card information that may have been exposed through our support channels. We already have automatic credit card redaction turned on for Zendesk Support, and now we're really happy that we can extend this same capability to Zendesk Chat. It removes the risk of exposing sensitive customer data from our chat sessions or chat history and gives us peace of mind."
- Leigh Bible, Customer Service Manager, Spiraledge.
How redaction works
Using the Luhn algorithm, we are able to identify credit card numbers in any incoming chats. This algorithm looks at numbers between the range of 12 to 19 digits, and if they appear to be valid credit card numbers they are redacted leaving the first 6 digits and the last 4 digits intact.
For instructions on enabling Credit Card Redaction, see hiding credit card numbers in chats.
We hope you find redaction in chat useful! If you have additional feedback on the capability, or about Zendesk Chat, please leave a comment below.