Automatically remove credit card numbers in Chat Follow

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10 comments

  • Avatar
    Lila

    Polimi,

    This is great, just a question on how the interaction with the agents works, and if/how long they will see the cc# with this setting enabled.  I am unclear from the write up if the cc# would be visible for a period of time to the agent, or if it is redacted immediately in the chat window.  Please advise.

  • Avatar
    Polomi Batra

    Hi Lila - The cc# would be redacted immediately in the chat window. Hope that helps! 

  • Avatar
    Hawi Jacobs

    So if the agent was placing an order on behalf of a chat customer, how would they be able to get the credit card number before it redacted?

  • Avatar
    Polomi Batra (Edited )

    Hi Hawi! You always have the option to enable or disable credit card redaction, based on your business' needs and practices. So if you would like to exchange credit card numbers with your customers over chat, you can simply disable redaction. 

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    Joe Wang

    Would there be an application for redacting other PII, such as SSN, bank account numbers, or security questions?  

  • Avatar
    Polomi Batra

    Hi Joe! Unfortunately, there is no such application at the moment. 

  • Avatar
    Viachaslau Skorbezh

    Very good feature but we had to switch it off.  As a bank we need the first 4 and last 8 numbers of the credit card to support a customer. But when the feature is active an agent can see only last 4 numbers.

     

    Please make an option for that.

  • Avatar
    Kai Zhou

    Hi Viachaslau, 

    Thank you for your feedback! I am interested to find out more about your use case in this one, do you mind sharing a little how does the last 8 digits help in your case? Is it a common practice in the industry?

    This will definitely help us to evaluate possible improvements for the feature :) 

    Thanks,

    Kai

  • Avatar
    Viachaslau Skorbezh

    Hi Kai

    We need the last 8 digits to find a card in our internal data base. it is common practice in the industry but as far as i know some banks need the last 6 digits, others (as we) the last 8 digits. 

    Thanks for your quick reply!

  • Avatar
    Kai Zhou

    Hi Viachaslau, 

    Thank you for your clarification! We are not intending to show more numbers at the moment, but we will take note of your case and continue to monitor on that. I am sorry for the inconvenience for now.

    Thanks, 

    Kai

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