Plan requirement
| Subscription | Any plan |
| Access | Admin |
Suggestions flag likely sensitive data for a person to confirm. Safer than automatic removal, and usually the better choice.
Set them up
- Open the redaction settings in Admin Center.
- Define the patterns to look for.
- Choose suggestion rather than automatic removal.
- Test against real tickets.
- Tell agents what the suggestions mean.
Suggest, do not remove
Automatic redaction is right for card numbers, where the pattern is unmistakable and the risk of keeping one is high. For everything else, a suggestion lets a person judge, and judgement is what prevents the wrong text being destroyed.
Writing a pattern
Be specific. A pattern for "any long number" matches order references, timestamps and phone numbers, and an agent who sees three false suggestions per ticket stops reading them.
Start narrow and widen only when you see real cases being missed.
Test both directions
Real examples that should match, and near misses that should not. The second set is what tells you whether the pattern is usable.
Precision beats coverage
A pattern catching most cases with almost no false positives is used. One catching everything with frequent false positives is ignored within a week, which means it catches nothing.
Say what to do with a suggestion
Confirm it if it is genuinely sensitive, dismiss it if not. Agents need to know they may dismiss, or they will redact everything flagged, including order numbers somebody needed.
Review what is being flagged
After a month, look at whether suggestions are being accepted or dismissed. Consistently dismissed means the pattern is wrong, and that is a fix rather than a training issue.
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