Plan requirement
| Subscription | Any plan |
| Access | Admin |
Content disappearing from messaging tickets without anybody redacting it. Usually a rule doing exactly what it was told.
Symptoms
- Text replaced in a messaging conversation with nobody having redacted it.
- Order numbers or references removed as though they were card numbers.
- It happens on messaging and not on email.
One: automatic card redaction
The most common explanation. Card number detection works on patterns, and a long numeric reference can match that pattern.
Check whether the removed value was a run of digits of a similar length.
Two: a redaction rule you have
A pattern-based rule somebody built. Review your redaction rules and check what each actually matches, including the near misses.
Three: it applied on arrival
Automatic redaction happens as the message arrives, so nobody ever saw the original. That is why it feels like content vanishing rather than being removed.
Why messaging specifically
Customers type differently in chat: short messages, numbers without spacing or labels. A reference typed as a bare string of digits looks far more like a card number than the same reference written in an email with context around it.
What to do
- Identify which rule matched.
- Narrow the pattern so it does not catch your own references.
- Test against real examples and near misses.
- Tell agents what changed.
Do not simply switch it off
Card redaction prevents a real problem. Narrowing the pattern keeps the protection and stops the false positives; disabling it trades one problem for a worse one.
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